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Freshdesk help us increased 20% of our agent productivity
What do you like best about the product?
automation and analytics report that provide 360 view of our customer enagagement.
What do you dislike about the product?
Can have more feature module that can be intergrated with 3rd party app
What problems is the product solving and how is that benefiting you?
L1 engagement and automatin
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Freshworks enhances ease of operations, reporting and analytics
What do you like best about the product?
Parent Child Ticketing improves tracking and collboration between teams easy
What do you dislike about the product?
Need intergration of Decision Tree/Knowledge base into Freshdesk
What problems is the product solving and how is that benefiting you?
Ease of Ticket management and exclude unwanted emails leading to improved agent productivity and response TAT
Fantastic to have freshdesk to ensure our clients are alway connected to the right agents with ease
What do you like best about the product?
The automation! We can 'set and forget' when it comes to making sure our clients are being connected with the right customer support teams each and every day. With omniroute we're able to ensure that the workloads are shared evenly across teams to reduce burnout and make sure our clients are getting responses and resolutions efficiently.
What do you dislike about the product?
Challenges we face are getting used to the analytics reporting interface rather than the previous reporting tool
What problems is the product solving and how is that benefiting you?
Freshdesk is solving our problems of:
Agent productivity
Workload and capacity
Sharing across internal teams
This benefits us immensely as we need these sorted in order to properly function
Agent productivity
Workload and capacity
Sharing across internal teams
This benefits us immensely as we need these sorted in order to properly function
We can do so much ouerselves
What do you like best about the product?
There was no external support required to configure Freshdesk. Agents were able to start working after 20 min training. Freshdesk support is alwys at hand when needed.
What do you dislike about the product?
Some reports fail to retrieve correct data.
What problems is the product solving and how is that benefiting you?
All agents pick tickets from a common inbox and work on it. If an agent is not available some else can continue. That new to us since use simpled email management before.
Freshdesk and Customer Satisfaction
What do you like best about the product?
Freshdesk is very user friendly and has increased our production by 41% and reduced our customer requests for statuses on orders by 17%. Freshdesk is very responsive and their production is excellent.
What do you dislike about the product?
Freshdesk could be clearer on reporting numbers but the reporting works for what we need.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us process our purchase orders and this is taking the manual work away from our team and creating a seemless automated transition for order processing for our company.
Freshdesk User Experience
What do you like best about the product?
I love how much we can optimise and configure our Helpdesk with Freshdesk. We barely need to reach out to them. To deal with our large amount of queries from students and staff we are able to customise our SLAs to keep every department accountable and proactive to deal with any tickets. As we have plenty of routings in our Helpdesks it is easy to adjust elements. One team may be able to respond quite quickly whereas another team may take longer to respond.
The canned responses and solution articles make repetitive queries much quicker to address, which is especially valuable in an educational environment where similar questions come up frequently. We are able to build effective knowledgebases to share with students.
We have recently started using Freshdesk's collaboration tools, like internal threads, these allow us to involve team members and managers seamlessly, making it easy to bring in additional expertise on complex issues. Whereas in the past we would need to forward to a different group we can now forward the email to a recipient.
Finally, the centralized helpdesk setup prevents important requests from getting lost in emails and ensures they’re routed to the right teams, which has made how we manage student and staff support. Although we have had this setup for some time we are able to route email groups to Helpdesks.
The canned responses and solution articles make repetitive queries much quicker to address, which is especially valuable in an educational environment where similar questions come up frequently. We are able to build effective knowledgebases to share with students.
We have recently started using Freshdesk's collaboration tools, like internal threads, these allow us to involve team members and managers seamlessly, making it easy to bring in additional expertise on complex issues. Whereas in the past we would need to forward to a different group we can now forward the email to a recipient.
Finally, the centralized helpdesk setup prevents important requests from getting lost in emails and ensures they’re routed to the right teams, which has made how we manage student and staff support. Although we have had this setup for some time we are able to route email groups to Helpdesks.
What do you dislike about the product?
It's difficult to write about anything I dislike about Freshdesk as any issues are dealt with promptly and professionally. With a usual response being within a few hours at most.
We have regular meetings with Freshdesk and their Team, meaning that whenever we have suggestions to optimise our workflow they are eager to listen and implement changes. Equally with regular meetings it also means that not much slips through the cracks.
We have regular meetings with Freshdesk and their Team, meaning that whenever we have suggestions to optimise our workflow they are eager to listen and implement changes. Equally with regular meetings it also means that not much slips through the cracks.
What problems is the product solving and how is that benefiting you?
Freshdesk solves a lot of our critical challenges, including managing repetitive queries, maintaining quick response times, and enabling seamless collaboration across departments (Threads and notes). With customisable SLAs and canned responses, we handle frequent inquiries efficiently, allowing more time for complex issues. We can also setup rules for all of our tickets. What I also like is how we can setup rules that help with SPAM. Recently we had an influx of SPAM tickets of over 1000 and each one had elements of latin in, therefore it was easy to setup a filter with some rules to ensure these were automatically marked as SPAM.
We have an existing API integration with our CRM system in FileMaker that it adds context to each ticket by automatically attaching contact information, elements such as Learner IDs all associated emails. On top of that any ticket that comes through is also sent automatically to Filemaker to keep a log on the student record. So in effect it supports a system with 2 way communication.
We are now working toward incorporating JAMF to track assets within Freshdesk, this will further centralize support information and simplify troubleshooting. This is vital as we maintain a single source of truth and piggyback a lot of other systems. All without duplicating information but rather mirroring information.
Freshdesk also integrates with other channels such as Whatsapp. Our Students can contact us on Whatsapp and that come through to our Freshdesk system, we can also link other channels such as Facebook.
We have an existing API integration with our CRM system in FileMaker that it adds context to each ticket by automatically attaching contact information, elements such as Learner IDs all associated emails. On top of that any ticket that comes through is also sent automatically to Filemaker to keep a log on the student record. So in effect it supports a system with 2 way communication.
We are now working toward incorporating JAMF to track assets within Freshdesk, this will further centralize support information and simplify troubleshooting. This is vital as we maintain a single source of truth and piggyback a lot of other systems. All without duplicating information but rather mirroring information.
Freshdesk also integrates with other channels such as Whatsapp. Our Students can contact us on Whatsapp and that come through to our Freshdesk system, we can also link other channels such as Facebook.
Freshdesk's Positive Impact on Our Customer Support Efficiency
What do you like best about the product?
Freshdesk has significantly improved our support operations, leading to a more streamlined workflow and measurable efficiency gains. Since implementation, we’ve seen a 30% increase in agent productivity, with average response times reduced by 20%. Additionally, the analytics tools provided by Freshdesk give us clear insights, enabling data-driven improvements that enhance our overall service quality.
What do you dislike about the product?
While Freshdesk has positively impacted our support operations, driving up productivity by approximately 20% and reducing response times by 15%, we find the platform's costs to be quite high. We're weighing the benefits against the expenses to determine the best path forward for maintaining efficient service without stretching our budget.
What problems is the product solving and how is that benefiting you?
Freshdesk has provided clear improvements in our team’s efficiency, enabling us to track agent productivity and response times effectively. Since implementation, we’ve seen a 20% increase in agent productivity and a 15% reduction in average response time, directly contributing to faster, more reliable customer support.
Freshdesk is more convenient and user-friendly than most of the competitors out there.
What do you like best about the product?
Automation and user-friendly interface..
What do you dislike about the product?
no automation for ticket merging, possibly because I haven't explored the possibility yet
What problems is the product solving and how is that benefiting you?
Aside from being a more cost-efficient tool, analytics and automation has been so far the best asset of the platform
Freshdesk boosts efficiency with 20% faster response times and 25% higher agent productivity.
What do you like best about the product?
Freshdesk has significantly streamlined our customer support process, improving overall efficiency and customer satisfaction.
What do you dislike about the product?
While Freshdesk has improved efficiency, the platform's reporting features can feel limited, making it challenging to generate customized insights for deeper analysis.
What problems is the product solving and how is that benefiting you?
Automated workflows and AI-driven ticket categorization.
Smart, Scalable Ticketing Solution, Features, Pros & Cons
What do you like best about the product?
Seamless experience.
Efficient teamwork.
Easy to use.
Integrates with third-party apps.
Advanced ticketing
Efficient teamwork.
Easy to use.
Integrates with third-party apps.
Advanced ticketing
What do you dislike about the product?
Cost.
Reporting and analytics.
Learning curve
Support
Reporting and analytics.
Learning curve
Support
What problems is the product solving and how is that benefiting you?
Automating repetitive task.
Creating a knowledge base.
Improving productivity.
Reducing support costs.
Improving customer satisfaction
Creating a knowledge base.
Improving productivity.
Reducing support costs.
Improving customer satisfaction
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