What are the best aspects of this product?
Its help functionality is very flexibile. It can accommodate almost all business processes. Rule writing and automation can be configured easily. They can even be handled via the admin portal. Reporting is also done with KPI measures that can be visualized to ensure decision making for business is done on the go.
What aspects are problematic or could work better?
Some things to point out. It requires a functionality where it can retrieve e-mails similar to that of Outlook. It needs to have the ability in dragging and dropping attachments into ticket responses. That should be accomplished without having to browse for anything. Its dashboard could use some enhancements.
What specific problems in your company were solved by this product?
We handle around a few thousand tickets monthly with different complexities. With Freshdesk, cwe can take in, point, and spread these to properly skilled teams and people. This helps ensure our customers receive quality and quick response. Freshdesk solved one problem we ran into prior to settling with this platform. This time aroud, any task breaching our SLA times can be flagged right away to any corresponding manager/agent.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
What is your company size?
More than 100 Employees
What is your industry?
Did your company use a different software before this one?
How many people in your company actively use this product?
How long is your contract with the vendor?