My take on Freshdesk.

What are the best aspects of this product?

I like how their live chat functions. I also like how you get to know the customers who dropped by your site for a visit. You can start chatting with customers who happen to be online whenever there's an urgent issue that you want them to know about. I like how you can directly reach out to them like this.

What aspects are problematic or could work better?

I don't favor the Ticket Summary found on the dashboard. I feel that it should be showcased as "Open," "Due Today," "Overdue," Waiting on Customer," and "Pending." That way, we won't have to worry much about any overdue tickets. As much as we can, we want to get to the open tickets and resolve the problems quickly.

What specific problems in your company were solved by this product?

Customer problems found within their network, troubleshooting any problems, SIMcard purchasers, follow-ups, marketing leads, and others. The benefits I can attain here is that I can interact with customers via email, online chat, ticketing systems, calls, and notes. Communication is key and I'm reassured Freshdesk can make this possible.

Are you a current user of this product?

Yes