Product

Freshdesk Streamlines Customer Support Software
  • SKU5634
  • BrandFreshdesk
  • IndustryCommerical & Financial
  • TechnologyRFID & NFS
  • CategorySoftware & Solutions
  • MiniCategoryCMS & Collaboration
  • Solution
  • Regular Price
  • Type


"Freshdesk is a workable solution, but takes a lot of maintenance."

What do you like best?

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier to create and edit than my web site, plus solutions can be easily linked or added to customer responses.

What do you dislike?

Freshdesk seems to be intended for support for software companies, not consumer products. As such, it is very biased toward a semi-technical customer base. For example, for a user to get support, they must click the button that says "create a ticket". In the software world, that is very obvious lingo, however it confuses non-technical customers (in my world, the ones most likely to need support). It would be more universal to have the button say something like "contact us" for example. I have had a lot of negative feedback from my customers just because they didn't know where to start, so that often results in a phone call which is much less effective and much costlier. Additionally, the Freshdesk system prefers to have users create an account before submitting a ticket. That is a lot to ask of customers who are just looking for an answer. Because I allow customers to create a ticket without explicitly creating an account, Freshdesk assumes the customer name to be the first part of their email address - which makes for very impersonal initial responses. Editing the customer name requires a surprising number of steps. There are many other similar issues with Freshdesk that I have reported to Freshdesk and they have promised to respond, but that was many months ago now - which makes me think they are having a hard time managing support using their own tool.

Recommendations to others considering the product

Freshdesk is a viable solution, but is not without issues. I suspect the same could be said of any support solution, so for the price Freshdesk is a reasonable choice. Freshdesk appears to be a relatively young company with potential for great improvement. If they are successful, it will be very good to grow with them, but the decision is not without risk.

What business problems are you solving with the product? What benefits have you realized?

Using Freshdesk has allowed me to hire additional part-time support agents and provide a well coordinated response to customer technical questions, product information, endorsements, and general feedback. While it takes some effort to work around the items I dislike, we have still been able to create a lot of lifelong customers because we solved their problems. We have also realized a number of new dealers and distributors who contacted us via our Freshdesk portal.

Freshdesk Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

85%
(Based on 1,262 reviews)

Response Automation

Respond to common requests with standard reply

86%
(Based on 1,182 reviews)

SLA Management

Service Level Agreement Management

83%
(Based on 992 reviews)

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

86%
(Based on 1,224 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

87%
(Based on 1,158 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

89%
(Based on 1,338 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

89%
(Based on 1,349 reviews)

Knowledge Share

Knowledge Base

Provides a repository of information that can be used by those seeking support.

88%
(Based on 543 reviews)

Searchable Articles

Makes articles in the knowledge base searchable on the web.

87%
(Based on 509 reviews)

Community Forums

Enables users to engage with other users to solve common issues.

85%
(Based on 326 reviews)

Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

85%
(Based on 342 reviews)

Communication

Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

89%
(Based on 228 reviews)

Notifications

Delivers notifications to both sides of the conversation.

88%
(Based on 243 reviews)

Targeted Emails

Sends automated emails to further engage clients and potential clients.

89%
(Based on 161 reviews)

In-App Messaging

Allows for live chat to be enabled within the app for customer help.

n/a

Process

Mentions

Scours various channels for brand mentions to proactively seek reparative communications.

n/a

Tickets

Creates and assigns support tickets, scheduling them in a timely manner.

94%
(Based on 204 reviews)

Macros

Allows administrators to create templated responses to frequently asked questions.

89%
(Based on 126 reviews)

Collaboration

Allows employees to communicate and collaborate on the problem solving journey.

90%
(Based on 149 reviews)

Interaction

Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

n/a

Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

85%
(Based on 311 reviews)

Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

89%
(Based on 531 reviews)

Live Chat

Embeds live chat capabilities within self-service tools.

88%
(Based on 314 reviews)

Internal Use

Customization

81%
(Based on 926 reviews)

Conversation Archiving

Archives conversations in a separate location for later reference.

n/a

Lead Development

Enables employees to denote potential customers.

n/a

Knowledge Base

Establishes a knowledge base for employee reference during conversations.

89%
(Based on 213 reviews)

Team Inbox

Provides a central location for help requests, helping employees respond sooner.

90%
(Based on 174 reviews)

Customer Profiles

Allows for the creation of profiles for contacts and customers.

86%
(Based on 197 reviews)

Channels

Phone

Connects employees with customers through a calling solution.

86%
(Based on 102 reviews)

Text

Connects employees with customers through a text message solution.

n/a

Email

Connects employees with customers through an email solution.

93%
(Based on 202 reviews)

Social

Connects employees with customers through a social media solution.

88%
(Based on 159 reviews)

Live Chat

Connects employees with customers through a live chat solution.

90%
(Based on 132 reviews)

Insight

Surveys

Provides opportunity for customers to give feedback through a survey.

86%
(Based on 131 reviews)

Reporting

Enables administrators to create customized reports reflecting customer satisfaction.

n/a

Visitor Activity

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

88%
(Based on 128 reviews)

Help Desk

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

91%
(Based on 177 reviews)

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

87%
(Based on 1,085 reviews)

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

90%
(Based on 1,205 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

86%
(Based on 578 reviews)

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

83%
(Based on 496 reviews)

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

82%
(Based on 306 reviews)

Customer and Contacts Database

Central repository for account and contact information

80%
(Based on 570 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

82%
(Based on 301 reviews)

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

81%
(Based on 212 reviews)

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

84%
(Based on 225 reviews)

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

84%
(Based on 581 reviews)

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

86%
(Based on 946 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

85%
(Based on 651 reviews)

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

86%
(Based on 620 reviews)

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

83%
(Based on 410 reviews)

Reporting

79%
(Based on 1,101 reviews)

Dashboards

83%
(Based on 1,179 reviews)

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

83%
(Based on 275 reviews)

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

83%
(Based on 573 reviews)

Customization

81%
(Based on 926 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

86%
(Based on 887 reviews)

Internationalization

83%
(Based on 450 reviews)

Performance & Reliability

90%
(Based on 872 reviews)

Integration APIs

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Asked Question

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