freshdesk - Help Desk: Use Cases, Capabilities & Competitors

Name: freshdesk
Brand: freshdesk
Rating: 4.5 (29147 reviews)

4.46 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

(29147)

Omnichannel Customer support software

AI Powered

App Partner

freshdesk Overview

Freshdesk streamlines customer conversations, automates tasks, and enhances team collaboration for faster issue resolution. Features include multi-channel ticket tracking, email conversion to tickets, and automatic ticket assignment.

Use Cases

Customers recommend Helpdesk Management, Knowledge Management, Engagement Management, as the business use cases that they have been most satisfied with while using freshdesk.

Other use cases:

Customer Feedback Management
Communication Management
Workflow Management
Collaboration
Contact List Management
Sales Document Management
Social Media Management

See all use cases See less use cases

Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using freshdesk.

Other priorities:

Improve Internal Communications
Improve Efficiency
Increase Sales & Revenue
Scale Best Practices
Launch New Products
Improve ROI
Improve Consistency
Improve Visibility
Improve Digital And Social Presence
Grow Market Share
Enter New Markets Internationally Or Locally
Shorten Ramp Up Time
Improve Brand Engagement

See all business priorities See less business priorities

freshdesk Use-Cases and Business Priorities: Customer Satisfaction Data

freshdesk works with different mediums / channels such as User Generated Content. and Blogs.

freshdesk's features include Ticketing, Dashboard, Personalization, etc. and freshdesk support capabilities include Email Support, Chat Support, Phone Support, etc. also freshdesk analytics capabilities include Analytics, and Custom Reports.

Reviews

"In many ways, it feels like SmartBuyGlasses has grown along with Freshworks. We were expanding at more or less the same pace and so we implemented new products as soon as they were rolled out." - Rafael Vazquez

Peer review evidence (same sources as the product rating summary)

"...Freshdesk is a tool we use to allow clients to submit help desk tickets to our business...." Peer review by Megan De Salvo, Marketing Director, Tigard Chamber of Commerce

"...He is also keen to leverage Freshdesk s knowledge base capabilities to promote a higher degree of customer self-service...." Case Study ESS

"...We have a great and effective tool for managing our customer interactions as well as our customer support articles...." Peer review by Anonymous Reviewer

freshdesk, Cayzu Help Desk, Vision Helpdesk, LiveAgent, Remote Support Desktop, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for freshdesk

Top Industries

Computer Software
Information Technology and Services
Education

Popular in

Small Business
Mid Market
Enterprise

freshdesk is popular in Computer Software, Information Technology And Services, and Education and is widely used by Small Business, Mid Market, and Enterprise.

freshdesk Customer wins, Customer success stories, Case studies

Why is freshdesk the best choice for Helpdesk Management?

Freshdesk is a comprehensive helpdesk management solution that facilitates the creation of support tickets through email and provides a platform for managing customer support. It enables seamless integration with websites and offers features for ticket and project management. The paid tiers of Freshdesk, however, can be expensive.

"...Freshdesk is a tool we use to allow clients to submit help desk tickets to our business...." Peer review by Megan De Salvo, Marketing Director, Tigard Chamber of Commerce

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What benefits does freshdesk offer for Knowledge Management?

Freshdesk offers a comprehensive knowledge base solution that integrates seamlessly with its ticketing system, enabling customers to find answers to their questions before needing to contact support. The knowledge base facilitates self-service by allowing users to search for solutions, access relevant articles, and participate in community forums. While the knowledge base is functional, it lacks advanced features, limiting its ability to deliver more complex solutions.

"...He is also keen to leverage Freshdesk s knowledge base capabilities to promote a higher degree of customer self-service...." Case Study ESS

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What makes freshdesk ideal for Engagement Management?

Freshdesk enables companies to manage customer interactions, track issues, and provide coordinated responses. It offers seamless integration with various communication platforms and provides a centralized hub for tracking and resolving customer concerns. However, the platform lacks the ability to automate follow-up processes.

"...We have a great and effective tool for managing our customer interactions as well as our customer support articles...." Peer review by Anonymous Reviewer

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How does freshdesk address your Customer Feedback Management Challenges?

Freshdesk facilitates customer feedback management through customer satisfaction surveys, ticket allocation, and reporting capabilities. The platform also integrates with CRM systems to provide a comprehensive view of customer interactions and identify customer satisfaction trends. The platform has limitations in its customer satisfaction rating system and chat functionality.

"...The customer satisfaction surveys help motivate the Agents to do their best because they can see customer feedback immediately...." Peer review by Denise B, Customer Service Manager, Utilities

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How efficiently Does freshdesk manage your Communication Management?

Freshdesk streamlines communication by providing a centralized platform for managing customer interactions, including email, tickets, and notes. This allows for efficient tracking and resolution of customer issues. The platform integrates with other systems, such as Magento, to provide comprehensive customer context. Limitations exist in automating complex workflows and maintaining complete control over content published by the platform.

"...Also the dashboard is very interesting 'cause we can publish documentation and also software upgrades ...." Peer review by Riccardo B., Proprietor, Consumer Services

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23 buyers and buying teams have used Cuspera to assess how well freshdesk solved their Help Desk needs. Cuspera uses 29147 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

CUSTOMERS	TESTIMONIALS
Rafael Vazquez Customer Support Lead SmartBuyGlasses	In many ways, it feels like SmartBuyGlasses has grown along with Freshworks. We were expanding at more or less the same pace and so we implemented new products as soon as they were rolled out. Testimonial By Rafael Vazquez
Stefan van den Tol Service Manager aNewSpring	In the past one year, we’ve gone from an 87% positive rating to 94% and we are very proud about that. Freshdesk helps us be more 'Awesome'. Testimonial By Stefan van den Tol
Tristan Delany IT Manager Finsure	Freshdesk has eliminated the downtime associated with overloaded email inboxes. Agents now respond in real-time to incoming requests for assistance as opposed to waiting on bloated, shared inboxes Testimonial By Tristan Delany

CUSTOMERS	TESTIMONIALS
Rafael Vazquez Customer Support Lead SmartBuyGlasses	In many ways, it feels like SmartBuyGlasses has grown along with Freshworks. We were expanding at more or less the same pace and so we implemented new products as soon as they were rolled out. Testimonial By Rafael Vazquez
Stefan van den Tol Service Manager aNewSpring	In the past one year, we’ve gone from an 87% positive rating to 94% and we are very proud about that. Freshdesk helps us be more 'Awesome'. Testimonial By Stefan van den Tol
Tristan Delany IT Manager Finsure	Freshdesk has eliminated the downtime associated with overloaded email inboxes. Agents now respond in real-time to incoming requests for assistance as opposed to waiting on bloated, shared inboxes Testimonial By Tristan Delany

Welcome to Freshdesk | Best Customer Service Software

Frequently Asked Questions(FAQ)

for freshdesk

What is freshdesk?

Freshdesk is an online cloud-based customer service software providing helpdesk support with all smart automation to get things done faster. It helps to retain customers and enhance customer relationships.

Freshdesk helps to streamline customer conversation in one place, automates repetitive work and saves time, enables collaboration among team members to resolve issues faster, and many more.

Some of its features include track and manage incoming support tickets from multiple channels, converting support emails into trackable tickets to manage and resolve, create service tasks for tickets that need a field team response and track its status to completion, automatically assign tickets to agents and groups based on keywords, requester or properties and many more.

What is freshdesk used for?

freshdesk is a Help Desk Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Knowledge Management and Engagement Management .