Freshdesk Competitors and Alternatives

Read reviews of Freshdesk competitors and alternatives
27a780da 1d2d 4dac a72f 873611da79f5 avatar
Real User
Director, Solutions Consulting at a tech services company with 51-200 employees
Mar 16 2017

What is most valuable?

Pretty much the entire suite is valuable. The Knowledge Foundation and Advanced are best in breed with NLP technology. Proactive chat and customer portal are also extremely valuable to any service organization.

How has it helped my organization?

Our managed services group uses it to support our customers enabling us to maintain SLAs and surpass them. Scheduled Analytics reports help us to make sure we are staffed correctly based on trending volume of incidents.

What needs improvement?

The agent browser UI is quickly scaling, so I will be very excited when I can recommend it to everyone. Other areas where I'd love to see enhancements are outreach, feedback and business rules. I have heard there are some changes in the works... more»
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Real User
Salesforce certified system admin at a cloud provider with 51-200 employees
Aug 03 2017

What is most valuable?

Multiple editions available and all cloud based. Have recently began working with the new interface called Lightning and feel that its a great improvement to the "classic" version.

How has it helped my organization?

* The entire organisation is now on the same page, with one source of truth. * Forced people to become compliant in reporting and updates - if its not in Salesforce it did not happen. * No more "versionitis", data, reports all in once central... more»

What needs improvement?

The only time I have ever been upset with Salesforce was when I failed my certification exam. I thought to myself "Why do they make the exam so hard ? Why is the training so expensive ?" Now that I have passed I am grateful that it was a... more»
A18c3d87 f566 47ba 9bae 99ecfb85cad4 avatar?1453898002
Real User
IS Manager at a manufacturing company with 501-1,000 employees
Jun 27 2016

What is most valuable?

There are several good features, but the most valuable to us are the integrated email, entitlements, and the overall powerfulness of the platform.

What needs improvement?

* I would like better tracking of cases with SLA overdue (including "soon overdue"). * Emailing from the product has its limitations. * In the web view, the editing window is too narrow, and it's difficult for complex cases with many details (logs, etc.), so I would like to adjust the middle column size. See below: * No ability to paste pictures from clipboard.... more»
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Fcca313a 9806 43b3 9f3b 19a07ee8932e avatar
Reseller
Director of Operations at Armada Cloud
Nov 22 2016

What is most valuable?

Very flexible and customizable; we appreciate being able to host it locally with direct access to the backend.

How has it helped my organization?

We've centralized our CRM, asset management, and ticketing into one interface that includes user portal access.

What needs improvement?

The charts and graphs available out of the box are pretty outdated, and you're a little limited in how you can present information on the dashboard without adding modules. However, modules and plugins fix a lot of these issues. Users these... more»
A7e59afe adcc 4c45 ae95 5b15e0658a61 avatar?1450180443
Consultant
Principal Oracle CX Cloud Consultant at Rapidflow Inc - Supply Chain, Logistics, PLM, Cloud
Mar 17 2017

What is most valuable?

* Analytics & Forecasting * Offline Mobile Capability * Customer Data Management * Social Collaboration * Sales Dashboards * Outlook Integration * Application Composer

How has it helped my organization?

My client needed a solution that would enable their business to grow at the rate they required, mainly around the sales cycle. Their business involves quoting and estimating effort, with regular change to scope and ultimately cost, sometimes... more»

What needs improvement?

The data import process has grown a little since earlier releases. In the past, when data import would fail, it would rarely provide any indication of where the problem exists. In the recent releases (8 and above), this process has improved... more»

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