Freshdesk Erfahrungen

Schnell und einfach einzurichten - gleichzeitig toll auf die CX Bedürfnisse von mittleren Call-Centern und Shops ausgelegt.

Die Produkte Freshdesk, Freshservice und Fresh-CRM sind nicht ideal aufeinander abgestimmt - laufen eher parallel.

Anwenderfreundlichkeit ist gut, für die Supportmitarbeiter. Administration und Reporting für grössere Organisation sehr schwach.

Freshcaller hat sehr viele Schwächen die sich besonders in grossen Organisationen zu Showstoppern werden können.Wenn Mitarbeiter auf verschiedene LOBs gekillt sind, können mehrere Anrufe gleichzeitig eingehenPriorisieren von LOBs nicht möglich.Reporting inkonsistentDie einfachsten Features, wie z.B. dass ein Mitarbeiter einen anderen anruft, nicht möglich bzw. seid Jahren in Entwicklung.Support, oft ungenügend, und bald nur noch gegen einen Aufpreis wenn man Technischen Ansprechpartner möchte.

Das Produkt ist wirklich super einfach zu bedienen und einzurichten. Der Support über den Chat antwortet auch immer innerhalb weniger Minuten und konnte bei jedem Problem eine schnelle Lösung finden - nicht nur für uns als Nutzer, aber auch für unseren Programmierer, der eine Schnittstelle zu unserer Webseite eingerichtet hat. Hier wurde auch die Einfachheit gelobt.

Das einzige negative war, dass die Testumgebung nur beim teuersten Paket enthalten ist.

When it comes to handling support tickets, Freshdesk has you covered. The user-friendliness of the UI, as well as its vivid method of generating and receiving information. The platform's storage capacity and the extent to which it can be used as a whole are both capped.

Freshdesk's biggest flaw is that it can be extremely sluggish to launch. Freshdesk's frequent service interruptions slowed response times. In addition, failure notification automation should be kept up to date.

The reseller that was between Freshworks and us

No full intergration with their other modules. (chat, sales). FreshCRM completly failled product which was only shorly on the market and replaced by Freshsales again.

We made the move to Freshdesk because of its features and Mobile app. Immediately, my team found the interface far superior to our previous helpdesk application. The filtering and merging of tickets allows us to keep track of our busy workload while the mobile app helps us stay updated while on the go across our 200 acre campus. We can see in realtime what is happening with a ticket status and can respond accordingly. No time is wasted because of duplication. We have also built out our solutions section with FAQ articles that we can easily link in our tickets. When you have a team of 3 for 180 FTE, 700 students and 1,500 parent constituents that you provide technical support to, you need a tool like Freshdesk to keep you as agile and efficient as possible!

We currently only use Freshdesk in the IT dept. I would love to expand our school's use of Freshdesk to other areas but the per agent cost may become a barrier to doing this.

The platform offers a robust ticketing system that consolidates customer queries from various channels like email, phone, chat, social media, and websites. Automation is another strength, allowing repetitive tasks to be streamlined, ticket categorization to be handled automatically, and issues to be prioritized efficiently. The pricing scale is sort of standard in terms of what other companies also offer.

Reporting and analytics are limited in the lower-tier plans, and accessing more detailed insights requires upgrading to a more expensive plan. While the platform is generally easy to use, setting up advanced features and automations can be complicated, especially for beginners such as myself. Also Freshdesk’s support team is rather slow compared to other companies.

Keeping a record of customer concerns and questions. Aid us in conducting an audit of our customer service and service level agreements so that we may enhance both. We're able to respond to consumer concerns more quickly and effectively because to Freshdesk's ticket management features.

Being able to send messages using someone else's email address.My ability to use the email addresses of other people should be restricted.I can no longer conduct a search in the premade responses section and must instead proceed to the next page.

Good reporting features, intuitive user interface and easy setup.

Occasionally when generating large reports it could lag or freeze. Automations are good but somewhat basic compared to other platforms.

One of my favorite features of Freshdesk is the simplicity with which work can be assigned and prioritized. In addition, the availability of group filters makes Freshdesk a breeze to utilize with large numbers of groups. In addition, the interface is simple and uncomplicated, so creating tickets and monitoring their progression is a breeze. It's useful for managing tasks in customer service. Small businesses can benefit from using Freshdesk.

The cost can add up quickly for organizations of a certain size. It's preferable to develop a desktop application rather than a mobile one; the mobile app's user experience could require some tweaking.

It's personalised reporting and filtered views across multiple different screens means that accessing the exact data on SLAs and notifications was so easy to access, regardless of how many support tickets are active.

It's UI is a little outdated, but it looks like they're improving that constantly.