2020-03-03T08:47:00Z

What is your primary use case for Freshdesk?

Miriam Tover - PeerSpot reviewer
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Helped 765,386 peers since 2012
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16 Answers

Alexey Timchenko - PeerSpot reviewer
Real User
Top 10
2024-01-26T16:54:45Z
Jan 26, 2024

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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Salman Naeem - PeerSpot reviewer
Real User
Top 5Leaderboard
2023-12-15T19:23:54Z
Dec 15, 2023

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.

FR
Real User
Top 20
2023-08-28T07:58:00Z
Aug 28, 2023

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.

Ehwsf Duhsf - PeerSpot reviewer
Real User
Top 20
2023-08-02T09:02:00Z
Aug 2, 2023

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.

ON
Real User
Top 20
2023-06-15T11:52:00Z
Jun 15, 2023

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.

ElvisHenriquez - PeerSpot reviewer
Real User
Top 5Leaderboard
2023-04-05T13:58:13Z
Apr 5, 2023

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

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SK
Reseller
Top 10
2023-03-30T11:00:00Z
Mar 30, 2023

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.

BW
Real User
Top 5
2022-09-14T16:54:21Z
Sep 14, 2022

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.

Amit Lavi - PeerSpot reviewer
Real User
Top 10
2022-08-11T06:58:17Z
Aug 11, 2022

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

Jovana Pavlovic - PeerSpot reviewer
Real User
Top 5Leaderboard
2022-05-16T13:42:02Z
May 16, 2022

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

HeshamFouad - PeerSpot reviewer
Real User
Top 5Leaderboard
2022-04-11T16:09:48Z
Apr 11, 2022

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

KR
Real User
2021-12-28T12:03:09Z
Dec 28, 2021

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.

Alexey Timchenko - PeerSpot reviewer
Real User
Top 10
2021-12-06T19:47:09Z
Dec 6, 2021

It's a simple application for trouble tickets.

AA
Real User
2021-11-10T02:26:56Z
Nov 10, 2021

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.

SW
Real User
2021-05-22T00:11:43Z
May 22, 2021

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.

MZ
Real User
2020-03-03T08:47:00Z
Mar 3, 2020

We primarily use the solution for issue ticketing.

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more. The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and...
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