Freshdesk

Outil de ticketing complet

Commentaires : Dans l'ensemble, je suis content de travailler avec freshdesk qui me permet de bien gérer mes tickets au quotidien.

Avantages :

Ce système de ticketing est facile à utiliser. Il y a des fonctionnalité à la pelle qui peuvent être rajouté. Lors de l'écriture d'un incident, il peut detecter les mot clé et vous proposer des solution de contournement quand celle ci sont enregistré au préalable. Possible de référencé les incidents pas tag Interface adaptable pour chaque utilisateur. La facilité d'intégration des tickets, les mises à jour des tickets en temps réel et la possibilité de rédiger des réponses en les conservant pour les problèmes communs.

Inconvénients :

Je ne vois pas trop de point faible à freshdesk. Peu être le temps de la prise en main, il y a beaucoup de fonctionnalité . Manque de tutoriel

Ticketing platform and Support in one place

Commentaires : Freshdesk is a great utility and platform for ticketing, ticket management, and support. We have enhanced our support standards with Freshdesk for local issues within the organization. We have categorized our Dev team to use Zendesk and our IT Team to use Fresh Desk to support more regular issues with staff devices.

Avantages :

I have found Freshdesk to be a great platform for our ticketing management and supporting colleagues. I found Freshdesk very helpful in generating support alerts, resolution tools, and quick updates. Keeping logs of all tickets and how they are dealt with improves the Support team's efficiency and analytics on individual performance.

Inconvénients :

I found Freshdesk to receive spam emails and it doesn't filter out automatically. This slows down the individual performance and it takes extra time to remove spam emails and follow up on the actual tickets. There should be improved filters and auto spam automation tool.

Alternatives envisagées : Jira

Pourquoi passer à Freshdesk : Complex and high cost

Excellent customer support ticket system

Commentaires : Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

Avantages :

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Inconvénients :

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

Keep track of prios and tasks using freshdesk

Avantages :

The software is easy to use and a great way to keep track of internal team priorities and tasks.

Inconvénients :

The search feature left a lot to be desired.

Freshdesk helps reduce response times and reminds personnel to follow up on issues

Commentaires : I enjoy the fact that there are distinct tickets for accidents and service requests, which makes it easier to track down problems. Queues and responsibilities may also be customized, and the option to prevent them from seeing other people's stuff is a nice feature. The integrations are fantastic. You won't find this kind of customer service anywhere else. All of our demands have been met and any difficulties or complaints have been immediately remedied.

Avantages :

For someone who has never used a help desk before, FreshDesk is a breeze to learn and understand. And I've never had to wait more than a few minutes for a response from FreshDesk's customer care team; they're fantastic.

Inconvénients :

To be honest, I prefer an older-style user interface, but that's just a matter of taste. Other than that, there are certain options that are hidden in tabs that are difficult to find.