Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support.
Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 2 agents
Knova
Score7 out of 10
N/A
Knova KM is a full-featured knowledge management software solution for large customer service and support organizations, especially those that must handle complex queries across channels in industries such as high tech, telecommunications, financial services, and the IT help desk. It was supported by Avolin, the company created from the sale of Aptean Vertical Business Applications to ESW Capital in 2018, and is now part of IgniteTech.
I recommend Freshdesk for people who need to handle a large volume of inquiries through tickets and follow-ups. This platform provides tools that will improve problem-solving efficiency, ensuring customers are satisfied with the speed with which their issues are resolved. Overall, it will optimize customer service support operations and the resolution of their problems.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
We expereienced an upgrade by Aptean in March 2014 and it actually created issues with our interfaces to Word and well as performance issues. As of November, we have most of the performance issues resolved, however our interface with Word is still not working. It takes alot of upfront work to convert with Word and with the upgrade that was affected. Authors are still frustrated with many issues in the formatting and editing of existing data. A vital tool to update the product home pages has not been available except for sporadic late night periods since the upgrade in March. Overall, many authors are not happy with this knowledge management tool
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Aptean offers simple access to Knowledge Management for our Clients, Customer Support teams as well as internal support teams. Allows our knowledge management team the ability to provide consistent and up-to-date processes and troubleshooting tips for our associates as well as ADP Clients.
Aptean provides an easy to use user interface with tools for authors that mimic Microsoft Word (Cut, Paste, Spell Check, Bullets, Indentation etc). It also provides an easy to user user interface for our associates in accessing the Knowledge Management solutions. The Search tool is very powerful and allows the users quick access to the information they need!
In the more than 3 years that we have been using Consona/Aptean, we have had very little down time. This is important to our authors as well as end users in being able to access the information. Allowing the authors the ability to update the information in near real time is another key feature of keeping our information current.
SLA Policies where it is not customer / contract driven but agents / groups driven.
Audit Trail is not available in Pro version makes the tool adoption difficult from compliance perspective.
Chat Bot and Fresh Chat Services has greater potential to explode, but the pricing model tagged to chat bot sessions .are illogical as it limits the ability to use the fresh chat feature
Agent Logon Screen use earlier version of Captcha as it is annoying for the agents to login. Very frustrating experience.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We have experienced some slowness with importing pictures into our Aptean application. While they do eventually complete, it is very timeconsuming when several images are needed. Definitely tries our patience, or consider not including them at all!
Some of the formatting issues transfering our information from Word to Aptean are still challenging and require too much manual intervention than necessary.
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Many business units are using the Aptean product for knowledge management and a change now would be too crucial to the processes that the associates are becoming familiar with using. We have spent a lot of time promoting our Aptean Knowledge Management tool and interfaced it with our call tracking system.
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Support Team's knowledge and understood the company's requirement, and always shared the insight of the usage of the tool to it s full potential, moreover the team checks periodically to check if we using the tool right and if we are facing any kind of challenges. Also they would update us on new features that can make the work easy.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Video tutorials, questions answers round before and after testing and Fresh desk team would always share best practices on the needs. Furthermore would periodically check if we are able to work smoothly. Would send alerts to known any issues, send recommendation on new features. Freshdesk team always available when we need certain advise.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Our team easily implemented Freshdesk, and as soon as we started, we were pros with it. In a matter of days, we had integrated signatures and canned responses. The biggest problem was the Help Center part, but after some time, that was also integrated. We did not know some features when we started, but that is normal.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Freshdesk has a more modern and intuitive user interface, while Help Scout's interface is simpler and more minimalist.In case of features, Freshdesk offers a wider range of features, includes omnichannel support, AI powered automations, and advanced analytics. Help Scout is more focused on providing a simple and efficient ticketing system.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I was not very involved with the purchase/contract (my company purchased Fresjdesk before I was brought on), but I will say that pricing per agent made it difficult to grow our support team. Additionally, we were kind of disappointed after our upgrade because it didn't solve our pain points as much as we expected.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Very professional, they would always ask for the steps followed and where we went wrong, they would politely share the video recording to review in case any other team member faces the same issue
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Increased Employee Effciency adding ability to look up processes and troubleshooting tips is invaluable.
Ability to share information with our Client Facing interface, which results in better customer service. Encouraging ADP associates and clients to become more self sufficient is what we're all about!
Ability to keep the information current with the effciency of the product.
