Questions on why to switch from Freshdesk to SupportBee?
Find answers to the most common questions about our ticketing system. Contact us for any other questions.
What is Freshdesk?
Freshdesk is a popular customer support software platform that is known for its artificial intelligence (AI) capabilities, including scenario automation and intelligent ticket assignment. It also offers a variety of tools for team collaboration, multichannel communication management, and self-service capabilities for staff and customers. This customer support system has remained a popular choice for companies looking for a broad feature set combined with advanced metrics analysis and reporting. Users can also take advantage of a built-in knowledge base, forums, and shared team inbox.
What is the use of a customer support ticketing system like Freshdesk?
One of the main benefits of using a customer support ticketing system such as Freshdesk or SupportBee is the ability to
manage all customer requests
from a single location. Companies often have multiple email and social media channels to manage, and a team inbox collects all of your requests in one place while providing your team with valuable tools they need for managing them. These ticket systems often become the central hub for receiving, reviewing, assigning, and completing all customer support activities for the entire organization.
Customer support ticketing systems are also used to automate workflows and simplify routine help desk activities. Since the platforms can evaluate real-time data from among all staff activities, management can review ticket status and other important metrics at any time. Having access to real metrics from your workflow system gives your team valuable data to drive improvements and behaviors. It also allows you to track and manage communications on multiple channels and capture frequently requested information in a
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for later use and self-service access by customers.
What is the best Freshdesk alternative?
When evaluating any customer support ticketing system, you should always compare the product’s
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One system may work perfectly well in one situation but be a poor fit in another, and there is always a risk of overpaying for features you don’t need or investing in a platform that cannot grow with your business.
The best systems are cloud-based
and include the core features of a shared inbox, knowledge base, and communication management tools.
Some ticketing systems offer a more streamlined and customer-friendly interface than Freshdesk, such as our SupportBee platform. SupportBee uses an email-like interface that makes onboarding and training easy. You can get a team up and running very quickly when implementing SupportBee’s email ticketing system, and that means your team can continue to resolve support ticket requests without interruption. Thanks to SupportBee’s collaborative customer support platform, customer support tickets will never fall through the cracks, and customer support can become a key competitive advantage for your company.
Reviewing the third-party integrations that are available for each ticketing system is also a valuable step. A ticketing platform that works well with your existing software programs will be much easier to launch and allows for seamless adoption without interrupting your team’s existing workflows.
Other customer-focused features, such as customized branding for the support desk and knowledge base, may also be important to companies who strive to create an engaging and unique customer experience. A
is also available with some support desk platforms. A customer portal is one of the best ways to give customers direct access to vital information and provides visibility into the customer support process, enabling customers to quickly check the status of open tickets. Customer portals also provide a central repository for a customer’s prior support requests and resolutions, so it becomes a valuable knowledge resource over time. Instead of making the same support request again, customers can easily find previous answers in a customer portal, which can help reduce your customer support costs, as well.
The best Freshdesk alternative for your organization is a ticketing system that can integrate well with your existing systems and provides a number of useful features for collaborative customer support at a reasonable cost.