My team has had SCSM experience because we moved the entire workflow of SCSM into ServiceNow, but it was part of largely a transition from one tool to the other. So it was not evaluating the capability and the value that SCSM brings to the table, but because a customer was choking on SCSM, the request was to move to ServiceNow. So our focus was more on understanding the current workflows and the setup and moving them into ServiceNow.

With ServiceNow, we largely set up the entire platform for our customer base. We have our in-house COE and a larger team who drives most of the ServiceNow implementation, and we drive the delivery in the managed services.

Within the last 12 months, while we don't collect reviews for ServiceNow Platform at the moment and I had very limited experience with SCSM, I've been working with Freshdesk and other ServiceNow products. We have not gotten too much into the BMC or Remedy, but we are largely focusing on our AI automation ops to be more established in the market, and we have our in-house developed platforms as well. So we are heavily focusing on establishing ourselves there.

With Freshdesk, we have just started to integrate with it, again with ServiceNow, in one of our client's cases. It is largely for taxation and audit. This is being used by one of our customers, so we are integrating that with ServiceNow also so that for a cross-view, ServiceNow is a common platform for them to look at how their IT service delivery is happening.

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As a customer success manager for over six years, I can sum up the benefits I've seen from using Freshdesk: it has played a huge role in ensuring that my customers stay happy, and happiness means different things to each customer, so Freshdesk has been pivotal to that.

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I integrate Freshdesk for internal IT support and external customer service because I primarily build websites for e-commerce, and it helps my company quickly resolve customer response time.

I use Freshdesk both internally in my company and externally; internally, it supports my team with anything related to IT and network support, so my team can quickly resolve problems. Externally, as a customer service tool, it addresses any issues regarding our website business, such as when customers cannot check out or make payments.

My usual use cases of Freshdesk are primarily for ticketing for internal use and customer service. Some of my clients in e-commerce don't have many people available for manual responses, so the program automatically responds to customers when it's outside office hours.

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We utilize Freshdesk primarily for handling incoming tickets. The system auto-assigns these tickets to the available engineer, who then troubleshoots the issue, updates the resolution, and closes the ticket. View full review »

My main use case for Freshdesk is for integration with the service desk, where I integrate it with Site24x7 to receive tickets based on notifications triggered by Site24x7.

A specific example of how this integration helps my team is that Site24x7 is a monitoring tool that monitors my endpoints, servers, and network devices for their availability and performance, and whenever there is a spike in critical metrics or the status of devices, it triggers a notification that can be seen as a support ticket in Freshdesk.

This setup has greatly changed my team's response and workflow compared to before, as it has drastically reduced the time we have to wait to report issues, allowing us to automate the process so that technicians receive notifications about problems immediately.

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I have been using this Freshdesk product for four or five years, and I am implementing and providing solutions on this product for my end users.

I am a partner to Freshdesk, and earlier, I have implemented the solution for almost 90 plus customers. Most of the time, I would be implementing ITSM solution for the end-user organization, the ticketing tool, and CRM.

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I mainly use Freshdesk as a support system for our customers.

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I am using Freshdesk. I have been using Freshdesk for one year. First, I had used Freshchat for chat support. Then when I was joining Savic Technologies, I used Freshdesk for ticketing purposes.

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My primary use cases with Freshdesk involve help desk software as well as additional functionalities tailored to our operations.

For the industry that I'm working in, Freshdesk is used primarily for help in education and related tasks.

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The customer's primary use case for Freshdesk is handling emails and social media queries. It is mostly used for managing transactional queries such as deposits and withdrawals. Our support team is responsible for responding to these customer inquiries, and automated responses help in establishing communication. Tickets are created and assigned to agents using a FIFO logic.

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I use Freshdesk to manage IT support tickets for our team of 15 IT professionals across multiple countries. It has been effective in ticket management, and we find the price-to-functionality ratio satisfactory. As we expand operations to other countries, Freshdesk continues to meet our needs without excessive costs.

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We are using the free version. We are using it for the ticketing system, which helps us give support to our customers. We have almost 200 people using Freshdesk during our working hours.

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It's our main ticketing portal. We track all records, deploy responses to customers, and assign separate credentials so they can comment on the status of their tickets. It's a good tool to track, respond, and manage tickets and customer portfolios.

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The product helps centralize information about our customer's cases and issues. 

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Freshdesk is an integrated tool that provides an omnichannel option to its users. Along with its automation functionality, the solution has a marketplace where they offer multiple solutions. So, asset management in the solution is one such area that provides its users with the capacity to maintain the database of their organization.

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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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We are using Freshdesk for a help desk and a call center for documentation and ticketing for customers.

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I used it within my team because the team came from different locations. So we used FreshStack as part of our CRM. When it came to our clients, we used it for anything customer-related. If there was any increase for the client, we used it.

We used Freshdesk as a customer service platform. We used it to deal with client inquiries, log issues, and requests. We used it to answer any questions that the customers might have about the LMS platform that we built because the platform was integrated with Freshdesk. If they had any inquiries, they would log into our platform, and we received them through Freshdesk.

We had about ten Freshdesk users in our company, and anywhere between a hundred and a thousand customers using it.

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We are a health insurance company that uses the solution to communicate with our customers through chat, as well as health providers and other prospects. We use it according to teams; the customer success team is divided into three teams: those who attend to voice only, those who attend to emails only, and those who attend to chats only.

For every request that comes in via any of these channels, the agents in these channels take charge there.

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I've implemented it at multiple companies. Currently, our service bot lives in there, and it is able to answer questions for people. 

We have the Enterprise plan and the latest version. They're always on the latest. I don't even know how I would prevent that.

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

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

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It's a simple application for trouble tickets.

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

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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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We primarily use the solution for issue ticketing.

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