Freshdesk

I like Freshdesk for its user-friendly interface, its wide range of features, and its ability to help businesses improve their customer service and support processes. Some of the specific features and capabilities that users may find particularly useful include:Customizable ticket forms and workflows: Allows businesses to create and customize their own ticket forms and workflows to fit their specific needs.Multi-channel support: Provides businesses with the ability to manage customer interactions and support tickets across multiple channels, including email, phone, and social media.Self-service customer portal: Allows customers to access a knowledge base, submit tickets, and check the status of their requests, reducing the need for direct support.Automated ticket routing: Automatically routes customer requests to the appropriate agent or department for handling.Collaboration and teamwork: Allows multiple team members to access and respond to customer requests, making it easy to collaborate and share information.Performance metrics and analytics: Provides businesses with detailed reports and analytics on various aspects of customer service and support, such as ticket volume, response time, and customer satisfaction.Mobile app support: Freshdesk also has a mobile app to help users stay on top of customer support tickets while on the goOverall, I like Freshdesk because it is a versatile software that can help businesses to improve their customer

While Freshdesk is a popular and well-regarded customer service software, there are some things that i faced in past may not like about it. Some common complaints include:Limited customization options: i have complained that the customization options for certain features, such as email templates and ticket forms, are limited.Complex navigation: i have found the navigation and interface of Freshdesk to be complex and difficult to navigate, especially when trying to access advanced features.Integration issues: i have reported difficulties in integrating Freshdesk with other software and systems, such as CRM or billing systems.Limited automation: i have found that the automation options in Freshdesk are limited, and that they need to do a lot of manual work to manage their customer service and support process.Limited reporting options: i have found that the reporting and analytics options in Freshdesk are not as robust as they would like, and that it is difficult to extract the data they need.All those problems i had faced in past

A clean UI with premium looking animations and buttons. Ability to share and collaborate on tickets across teams.

Laggy and unresponsive at times, intergrations dont work very well, tickets don't always notify the user that there has been a response. new tickets don't always merge as the should. reporting is very limited. When typing in details for a ticket there is a page refresh that happens it will wipe all data entered, this refresh happens about a minute into changing the status and results in lost data.