Fresh desk-Pros and Cons

General Information

Freshdesk is a cloud-based customer service software that enables businesses of all sizes to deliver stellar customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels.

Freshdesk lets you automate workflows, provide self-service, manage SLAs, predictive support capabilities, and field service management. It has additional features of active Ticket system, self-service portal and CRM integration

Newer Innovations in the Freshdesk

Some of the best innovative featureof FreshDesk are offers out-of-the-box features like an AI-powered support chatbot, search, response, attachments and log,all in one place. Features like emails and social network responses are displayed in the ticket interface, integrating applications through the API tools and can create tailor workflows to your needs.

Why we use Freshdesk?

We should use Freshdesk due to its user-friendly platform, Search, response, attachments and log. It has all in one place. Freshdesk is provided with an implementation that is too easy ,free starter plan for startups or small business
Freshdesk provides complete support chat, with which you can establish a correct communication with any client and can attend it from communication via video, audio or written.
With Freshdesk client handling is easy and task reminders are maintained and get work on time always. The open projects are available on dashboard with full status report and we can monitor activities. The customer rating helps in overall improvements.

Industry Positive Comments

Some of the customers liked Freshdesk because it is flexible and adapts easily, notification system is quite complete, safe and reliable tool. There is excellent flow of communication. Free version of FreshDesk is a huge plus.

Needs Improvement

Some of the customers expect improvement in implementation process as it is not simple, mobile application phones takes up too much space on the device. There is no live support feature in the program for mobile. The “tickets” system does not work correctly. Also the query handling is poor.

Similar Products in the Industry

Some of the similar search products in the industry are LiveChat, LiveAgent, Zendesk Chat, LiveZilla, Salesforce Service Cloud, Oracle Service Cloud Zoho Desk Genesys PureConnect, Intercom and Pure Chat