Freshdesk

"Freshdesk makes working easier!"

Commentaires: In general, I think there are plenty of customizations and features with Freshdesk. The real selling point for our company was the analytics because we can see the history of our tickets and prevent them from reoccurring in the future.

Avantages: I love the analytics and history log in Freshdesk. Freshdesk tracks agents' productivity through out the day and breaks up this information by the hour. We can also look up who has resolved the most tickets or who sends out immediate responses. All of this information is especially helpful when assigning new tickets because we can see a history of our most efficient employees. Previous tickets can be easily searched by key words, agent, or time frame. When multiple people are working on one project, it really helps to decipher who did what and when!

Inconvénients: One thing that I believe can be improved is having a group option to send out an email. It's not common when we have to include multiple people on a ticket but when we do, we have to cc them in the very beginning as opposed to adding "Group A". -- The information still gets everyone on the same page, however it is an additional step on the agent's end.

"TMI-SSP (PTY) LTD"

Commentaires: Wonderful, I really like their 24hrs support system

Avantages: With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK. We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.

Inconvénients: Ease of business
Friendly Interface
Work Anywhere (App or Web)

"Intuitive... ish."

Commentaires: Very handy for our purposes, and should we ever have to switch, I’m curious if we’d be able to compile the information or it would be lost. In the meantime, I would recommend it and would even consider it for my personal graphic design freelance jobs.

Avantages: We’ve been using this product as a project/ticket tracker for internal graphic design projects. It works well, our project manager can assign tickets to various people on our team, add notes, add attachments, and then we can send the final files to the client. For this purpose, it works great.

Inconvénients: When people respond to tickets they aren’t always matched up to the ticket and instead creates a new ticket. The file transfer limit is understandable, but if the file name is too long (or has identifying numbers or names at the end of the name) it will give you the error, but it is hard to discern which files are not attached. Some of the tools at the administrator level would be helpful to allow individual users to update for creating responses.

"Support Detail"

Commentaires: Our business needs quickly expanded into handling over 50 tickets / work orders a day across multiple client sites. We were struggling to find a suitable solution that would cater for multi site, multi users without incurring addition costs for client access to their tickets. Freshdesk software ticked all the boxes when it came to the online portal access for clients and exporting ticket information into CSV files.

Avantages: - Creating, monitoring and finding specific information: EXCELLENT
- User interface is very fresh, intuitive and user friendly
- Keeping track of files was an added feature I didn't expect and was very useful the bigger the tickets became.
- Splitting and Merging tickets is a must for any helpdesk. This software is very intuitive on this feature.
- Mobile App is so easy to use across IOS and Android.
- Reporting Functions are excellent - really think the custom dashboard is a REAL PRO when considering a Helpdesk Software Solution.
- Setup: If your not a tech person, Freshdesk live support is excellent. They have helped me same day on each occasion. Very reliable and efficient, but most of all understand your requirements.

Inconvénients: Integrations are getting better with other software platforms but there are no real cons to be mindful of whatsoever with Freshdesk. I would like to see a better integration with Xero Financial Software.

"You're on your own"

Avantages: The platform is relatively user friendly and has a sufficient number of features to work well.

Inconvénients: Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN. Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'. Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.