IT Central Station is now PeerSpot: Here's why

Freshdesk Primary Use Case

David Seinsche - PeerSpot reviewer
Freshdesk/Zendesk Consultant at a retailer with 10,001+ employees

I worked for a huge company operating in about 24 countries and covering about 42 online-shops, separated by brands. We needed a ticket system where we could have everything included and also have separation as there were different call centers working for this company. They were not allowed to see the data of each other.

Freshdesk offers this, with some automation and some other rules that allow us to put in and restrict as necessary. This was the main cause for why we are using Freshdesk.

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SW
Director of IT at a wholesaler/distributor with 51-200 employees

We are using it for IT support, desktop support, and any issues with any of our applications. We use it pretty extensively. It is the portal that we use for any requests, work being done, questions, bug fixes, and third-party software bug fixes. We even use it for tracking small projects.

It is a SaaS solution, so we have its current version.

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Deepak Bartwal - PeerSpot reviewer
Application Manager at a retailer with 10,001+ employees

We have many regional locations and one central HR team sitting in our head office. They receive a large number of queries from staff via email across a broad range of confidential topics. Using Freshdesk, we have been able to effectively manage both internal and external communication to this team using IDs and HRMS data. For example, once a staff member has left the company, their IDs are deactivated and their access to confidential information is prevented. 

We have used Freshdesk to group and assign similar queries to particular team members who are available. This has ensured that no one is receiving unnecessary emails. We have also been able to ensure that if a query has received no response for a certain period of time, that it is passed to the next available team member. Our teams are able to engage using the app which is easy and doesn't require them to log into their email. 

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Buyer's Guide
Freshdesk
June 2022
Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: June 2022.
607,127 professionals have used our research since 2012.
Paulo Roberto Vieira Mendes - PeerSpot reviewer
Operations Manager at Instant Travel

It is mainly used for customer support via email or chat.

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Ashakir Akbar - PeerSpot reviewer
SAP-Program Manager at Axium Packaging

We use Freshdesk for all our ticketing related to issues around the organization. We use this tool to communicate, track everything, and make everything visible for the organization. We didn't know what was happening before we got this application. Now we get to know what is happening at the plant level.

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KR
Asst. Vice President at a performing arts with 1,001-5,000 employees

Our primary use case is support emails. When customers wanted to reach out to us, we had a help desk linked to the support email. When we receive tickets, all of them are classified by region and the assigned relationship manager. Then we divert them for resolution. 

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Jovana Pavlovic - PeerSpot reviewer
Senior Back Office Manager at a financial services firm with 51-200 employees

We are using the product for communication with the clients. We use it for opening tickets and communicating.

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TW
Product manager, BI consultant at a tech services company with 1,001-5,000 employees

We use Freshdesk, in our asset financing company, to handle customer complaints, issue tickets to available agents, and effectively manage escalations. We make use of the reports related to each of these different stages of the customer journey. 

Our agents use Freshdesk to reach out to new and existing customers and work off the database we have in Freshdesk to retrieve the lists of our customers. 

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AT
Senior Vice President Information Technology at a comms service provider with 11-50 employees

It's a simple application for trouble tickets.

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HeshamFouad - PeerSpot reviewer
Quality and Technical Support Department Manager at dsquares

We use this solution to manage our technical support tickets from our customers.

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Buyer's Guide
Freshdesk
June 2022
Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: June 2022.
607,127 professionals have used our research since 2012.