Freshdesk

What do you like best?

Data responses with easy UI clicks. Integrations are fantastic, and built-In custom apps make customizations for customers very easy when complex requirements get IN. Getting a new client onboarded is quick and learning the product is as easy since all options and modules are self-explanatory. Social media integation is the best and response to the comments/notifications are super fast. API for each piece of module and menu makes the data easily available when need to connect from an external application. Webhook functionality is fast and automating ticket workflows are easily configurable. Backend database is highly responsive and hence the application is fast compared to other products in the market. Omnichannel version of the product makes all under one roof of having Chat, Phone, Email, Social media integration and SSP in a single login. Billing is based on the package we buy and options from the basic is cheap and available with needed options to run the businesses.

What do you dislike?

Auto logout option is not available which makes the page remain open at all times. Too many custom apps make the tool clumsy. Field service management needs improvement. Multiple integrations need to be built as an existing feature. Essential tool functional flow like having approvals need to be available as a default option. Trial period to have all features package as to explore more.

Recommendations to others considering the product:

Go for it if you need easy integration with your existing product and social media support with fast responsive UI. Cheap and variety of cost packages.

What problems are you solving with the product? What benefits have you realized?

Social media integrations to respond in quick time. Omnichannel feature of integrating Phone, Email and Bots solves dependencies with multiple products. Customized reporting with built-in canned reports are intuitive and easy to use. Chatbots configuration based on customizable workflows without coding enables admins to configure easily without having dependencies with the OEM on the configurations.