Share your experience using Vision Helpdesk

Our main use case of Freshdesk includes using it as a ticketing platform with live chat and support email for customers to send us tickets. We have agents on Freshdesk monitoring traffic and responding to customers to ensure we hit our support SLAs.

We use Freshdesk as a ticketing tool for customer emails; it is a highly efficient ticketing management tool. It helps with customer self-service as well as advanced features such as automation of workflows, and it also provides many performance insights in the form of analytics where we are able to make data-driven decisions.

The best features Freshdesk offers include automation of workflows, insights and analytics, performance analysis and charts, an efficient ticketing management tool, great customer support, live chat, a ticket submission portal, email monitoring, automation potential, centralized communication records, a clean user-friendly and intuitive interface, and intuitive ticket properties.

The capability of automating workflows streamlines the process and saves us time.

Freshdesk has positively impacted my organization as it has saved a considerable amount of time and has enabled us to focus better on customers, which resulted in lesser churn. It has allowed us not to invest in additional chat platforms, therefore saving us cost, and it is very easy to use for both clients and my team members. It has reduced SLA violations as it constantly shows us when the next response is due based on the severity of the ticket. Automation of assigning tickets helps in reducing overall operational costs for the company, freeing up agents to do other complex and much-needed tasks. The better analysis of the overall incoming and outgoing tickets, SLA adherence or violation helps reconfigure the team as per requirement.

Freshdesk can be improved by addressing the lack of a custom dashboard, which would help design it to the client's requirement, and the API rate limit, which would be best if they provided an option to increase or remove the restriction with an additional fee.

I have been working there for the past five years.

Freshdesk is very stable; we have not experienced any downtime or lagging so far.

Freshdesk is very scalable and can handle my organization's growth very efficiently.

The customer support is relatively very proactive and supportive 24/7, and I am very happy with them because they maintain their professionalism and are able to find a solution to any problem on time.

The other solutions that we used were Intercom and Atlassian Jira.

I have seen a return on investment through better analysis of the overall incoming and outgoing tickets. SLA adherence or violation helps reconfigure the team as per requirement. Automation of assigning tickets helps in reducing overall operational costs for the company, which frees up agents to do other complex and much-needed tasks. It has also reduced SLA violations as it constantly shows us when the next response is due based on the severity of the ticket.

The pricing experience is relatively competitive, so it is cost-effective. After going through a smooth learning curve, you are able to do the setup on your own, making it smooth and easy.

Before choosing Freshdesk, I evaluated Freshdesk among other options.

My advice to others looking into using Freshdesk is that when customers themselves want to contact a company for an issue, Freshdesk is best at helping them create tickets and reach out to the company for customer support, which can be automatically assigned based on the skill set of the customer representative. Multiple teams can collaborate on an issue by creating threads or private notes, making it easier for the customer representative to deal with as all the information is under one ticket and easy to use, helping to resolve customer issues on time and in a cost-effective manner. I highly recommend Freshdesk.

Freshdesk is very easy to use and understand; it has one of the best ticket systems that is easy to understand and provides the best visibility to customers. It is also very highly cost-effective compared to other competitors, and it has great features such as automation and knowledge base articles, which help free up agents' time to focus on more critical tasks and saves them considerable time. I rate this product an 8 out of 10.

I mainly use Salesforce Service Cloud for field service. Field Service Lightning is a major feature I have used in the product. It definitely assists on-site support operations.

Regarding the positive aspects of the product, the first advantage is that it is integrated with the CRM customer, making it highly customer-focused. I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention. Technicians can reach out to customers, making communication seamless.

The knowledge base in the product definitely helps resolve customer issues. I use the knowledge base mainly for the technicians; they get the details, pre-work brief, and information on probable cases based on what the customer reports, including what parts they need to carry.

Omni-channel support definitely improves customer engagement, but it has been available for a long time, so it is nothing new currently.

While Salesforce Service Cloud is more customer-focused, I believe a little more focus on assets is necessary. Customers who are asset-heavy prefer to stay with ServiceMax and other field service applications, so increasing asset centricity would be helpful.

I have been using it since 2018.

As for stability, I would rate it an eight, as it is a stable product.

I would rate scalability highly because it is scalable, and there are always parts or other improvements. I can rate it a seven.

Rating technical support from Salesforce is a difficult question for me because I do not generally deal with it.

I have dealt with solutions similar to Salesforce Service Cloud, working with a few of them, including IFS and ServiceMax; these are the primary ones.

I have noticed crucial differences between these tools. For instance, while I have the auto-scheduling option in Salesforce Service Cloud, IFS has a much better product in PSO that constantly updates reroutes based on priority and other criteria. ServiceMax is better for asset-related activities, being more asset-centric.

The installation and deployment process is comparatively easy.

I see a good ROI.

The ROI depends on the context; if I am comparing one application to another, it might be around ten percent, but if it is from manual to a streamlined process, the ROI is much higher—sometimes reaching forty percent for parts return and the first-time fix rate.

The ROI is contingent on which modules I am using, how extensively I am using the application, and how well it is integrated. It depends on multiple factors.

Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.

I am not using Einstein Bots. I am the Presales and Solution Head for the field service application in the company. I would give this product an overall review rating of seven.