Senior Manager, Customer Value & Innovation at CoinDCX
Real User
Top 10
2024-11-20T11:40:00Z
Nov 20, 2024
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.
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.
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.
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.
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.
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.
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.
Business Systems Analyst at a transportation company with 5,001-10,000 employees
Real User
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.
Asst. Vice President at a performing arts with 1,001-5,000 employees
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.
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.
Director of IT at a wholesaler/distributor with 51-200 employees
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.
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...
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.
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.
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.
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.
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.
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.
The product helps centralize information about our customer's cases and issues.
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.
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.
We are using Freshdesk for a help desk and a call center for documentation and ticketing for customers.
We are using the product for communication with the clients. We use it for opening tickets and communicating.
We use this solution to manage our technical support tickets from our customers.
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.
It's a simple application for trouble tickets.
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.
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.
We primarily use the solution for issue ticketing.