Freshdesk

Pros

Fresh Desk is very easy to use and to understand basically from day one. I also like the fact that it is very light which makes it run very fast, making our work very quick and reliable. Once you get the hang of it, you can practically solve all cases using just a few buttons on the keyboard.

Cons

When there is a maintenance issue, causing Freshdesk to crash, there is no notification as to why this is happening and how long it will be down for. The Fresh Chat mobile app keeps crashing without any reason, and it does not provide an error code, making it difficult to figure out how to fix the problem. The tech support for the app is also abysmal - they are extremely slow to respond or they just don't respond; when they do respond - they reply back with bot-generated problem "solutions" that basically end with "please contact support".

Pros

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.

Cons

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.

Pros

Freshdesk is very easy to use and to train staff on. The program is simply built without a ton of confusing information or unnecessary additions I found the tracking to be sufficient and as a whole it worked well for the company.

Cons

I would have liked to see when staff was online or off and a way to better track who is answering tickets and the length of time it took to answer each of them.

Alternatives Considered

Pros

Freshdesk’s user interface is a breath of fresh air. It is incredibly intuitive and user-friendly, making it easy for my team to navigate through tickets, customer information, and various features.

Cons

Tickets frequently got misplaced or disappeared entirely from the system, leading to frustrated customers and a decline in our service quality.

Pros

It has a clean easy to use interface that is easy and intuitive to use from both the perspective of someone submitting a request and the support team responding

Cons

It needs to have a significant amount of time spent on setting it up correctly, including especially get the optional and required categories correct, and ensuring the list of available support categories are clear.