Freshdesk

As customer support for a healthcare SaaS product, I used Freshdesk to manage customer tickets, make knowledgebase articles available to customers, and moderate user forums. Freshdesk made ticket handling so much easier than just using a support email address. I used the Growth and then Pro plans, but even with the higher plans, in my opinion, Freshdesk is only suitable for smaller organizations. For example, attempting to add CRM functionality to our Freshdesk instance wasn't very successful.

• Increased support efficiency
• Self-service articles reduced duplicate support requests
• Better connected distributors and sales to their users' support cases

Zendesk Suite, HubSpot CRM and Salesforce CMS

HubSpot CRM, Salesforce CMS, Jira Software, Bitbucket

I use the Freshdesk Application for Customer Queries and internal Queries about my product. Typically solve Customer queries based on the agreed SLA. Scope of Service to the customer problems of my product and help solve the problem. Ticket Analysis with the report from Freshdesk. Customize the ticket fields and much more.

• Freshdesk has revised the Cost for their plans which is higher 2X higher for SMB
• Effective Delivering value to the customer as per Business SLA

Zendesk Support Suite, Salesforce Lightning Platform, Oracle Siebel CRM and Jira Service Management (Jira Service Desk)

Jira Service Management, Slack, SolarWinds Loggly, Sumo Logic

Freshdesk has allowed us to better manage customer inquiries. With this platform, we can easily handle their questions. The ticket system allows for automated case follow-up, and we can see who handles each customer's case. The case can also be transferred to another employee or specialized department if required. This platform gives my small problem-solving team an easier way to process all requests without getting lost, since everything is structured. We use this platform to help customers with frequently asked questions, which can easily resolve the issue. If they can't, they can contact our support team, and if a solution has been found, this can be an additional issue for the FAQs, which can be automated.

• We automate all the questions and concerns our clients may have, and we have countless solutions ready thanks to this platform.
• It allows us to help our clients in any language with automatic translations on both sides, making it easier to provide solutions to clients and potential clients' needs.
• It allows for centralized ticket-based query management, where we can apply resolutions and follow up on cases without resorting to tedious emails, all through live chat.

Atera, Zendesk Chat, Zoho Desk and Front

Gong, ClickUp, Zapier, Notion, Airtable, ZoomInfo Marketing, Demandbase One

As a enterprise-wide trouble-ticketing system for our IT organization. We have IT teams at dozens of locations, on 4 continents. Having a unified ticketing system to track activity, escalations, etc., allows us to provide world-class service to internal and external customers.

• We have reduced initial response time approx. 40%
• We have reduced our avg. ticket resolution time by 35%
• Our internal CSAT scores have improved by almost 45%

ServiceNow Customer Service Management, ServiceNow Governance, Risk, and Compliance, Zendesk Suite, BMC Helix Remedyforce, BMC FootPrints and Atlassian Jira

Workday Human Capital Management, Sage 300, Sage Intacct Construction

We use the Freshdesk platform in our recruiting as a tool to manage candidates; applications go down as tickets, and we follow up on them. We don't really have problems with Freshdesk only when we have to pull some report as I consider that the tool is not sufficiently adapted as ATS as that is not its main function.

• It is cheaper than other ATS
• Manage tickets so that we can have fewer resources as certain processes are automated
• We are managing to contact candidates in less than 24 hours

SAP SuccessFactors HCM, Talkpush