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3233 Bewertungen
- Branche: Einzelhandel
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 5.0 /10
Die Probleme liegen im Detail.
Bewertet am 24.10.2023
Für kleine Unternehmen, gut nutzbar, sobald die Organisation grösser wird, und die Strukturen...
Für kleine Unternehmen, gut nutzbar, sobald die Organisation grösser wird, und die Strukturen komplexer, nicht zu empfehlen.Man konzentriert sich auf KI Features, die nicht funktionieren, und vernachlässigt die komplett das Basisprodukt.
Vorteile
Anwenderfreundlichkeit ist gut, für die Supportmitarbeiter. Administration und Reporting für grössere Organisation sehr schwach.
Nachteile
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.
- Branche: Bildungsmanagement
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Einfach Implementierung und Top Service
Bewertet am 14.6.2021
Wir nutzen Freshdesk für unseren Service, da wir vorher alles über Outlook beantwortet haben. Da...
Wir nutzen Freshdesk für unseren Service, da wir vorher alles über Outlook beantwortet haben. Da wir täglich mehrere hunderte Mails bekommen und die Kunden nach 24 Stunden schon ungeduldig werden, ist ein Ticket-System, das automatische Nachrichten versendet optimal.
Vorteile
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.
Nachteile
Das einzige negative war, dass die Testumgebung nur beim teuersten Paket enthalten ist.
In Betracht gezogene Alternativen
Zendesk SuiteGründe für den Wechsel zu Freshdesk
Wir haben Freshdesk vorgezogen, weil es bei Zendesk kostenpflichtig war, dass die Daten in Europa gespeichert wurden und bei Freshdesk bei deutschen Kunden automatisch dabei war. Datenschutz hat bei der Auswahl eine große Rolle gespielt.
- Branche: Computer- & Netzwerksicherheit
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
Hilfreiche Kundendienstsoftware und auch flexibel beim Nutzen
Bewertet am 20.4.2023
Sehr Hilfreich und es ist noch gut zu empfehlen
Sehr Hilfreich und es ist noch gut zu empfehlen
Vorteile
Freshdesk hat richtrig viele Tools und Futures, damit man nutzen kann für ein bessere Teamarbeit. Zu zweite ist auch günstig, also passt meistens zu allen
Nachteile
Beim Öffnen das Programm, dauert etwa Zeit. Außerdem wäre noch besser mehrere Tools erstellen, um der Arbeit noch mehr verbessern
- Branche: Gesundheit, Wellness & Fitness
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Einfach und Günstig
Bewertet am 20.11.2023
Vorteile
Preisgünstiges Ticketsystem, viele Funktionen
Nachteile
In der kostenlosen Variante nicht viele Möglichkeiten ein Ticketfeld zu erstellen
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
Freshdesk eine Effiziente Kundenbetreuung
Bewertet am 22.9.2023
Vorteile
Freshdesk bietet eine benutzerfreundliche Oberfläche, die es Benutzern leicht macht, sich einzuarbeiten und produktiv zu arbeiten
Nachteile
Einige Nutzer haben festgestellt, dass Freshdesk in Bezug auf die Preisgestaltung relativ teuer sein kann, insbesondere wenn sie viele Agenten oder erweiterte Funktionen benötigen
- Branche: Psychische Gesundheitsfürsorge
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Wöchentlich für 1-5 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Meine Erfahrungen mit Freshdesk
Bewertet am 10.3.2023
Vorteile
Dass Freshdesk cloudbasiert ist und leistungsstarke Lösungen bietet
Nachteile
verschiedenste Konversationen von unterschiedlichen Kanälen werden zusammengefasst
- Branche: Design
- Unternehmensgröße: Selbstständig
- Wöchentlich für 1-5 Monate genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 6.0 /10
Wichtiges Tool für Unternehmer
Bewertet am 11.2.2023
Bekomme positive Rückmeldung meiner Kunden und das ist ausschlaggebend.
Bekomme positive Rückmeldung meiner Kunden und das ist ausschlaggebend.
Vorteile
Für die Unterstützung bei Interessenten und Kunden ein Top Tool
Nachteile
Bisher keine Nachteile, darum habe ich nicht negatives zu berichten.

- Branche: Unternehmensberatung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Great ticket management software
Bewertet am 3.12.2019
I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket...
I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.
Vorteile
FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.
Nachteile
The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.
Warum Freshdesk gewählt wurde
We needed a better way to support our clients and SLAs and time tracking where urgent.Zuvor genutzte Software
TrelloGründe für den Wechsel zu Freshdesk
Cost +features and it should cover the most important requirements we had at the time.
- Branche: Gastgewerbe
- Unternehmensgröße: 5.001–10.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Improve Your Customer Service Using Freshdesk
Bewertet am 18.6.2023
One of my favorite features of Freshdesk is the wide variety of tools available for providing...
One of my favorite features of Freshdesk is the wide variety of tools available for providing excellent customer service. The ticketing system is one of many notable features since it efficiently organizes consumer inquiries and guarantees that none are overlooked.
Vorteile
Our support staff can now respond to client questions quickly and effectively. The user-friendliness of the interface facilitates quick responses from agents to consumers. Our customer service processes are now more streamlined, our response times are faster, and our customers are happier as a result.
Nachteile
Freshdesk has many features, however it might be better in a few key areas. The intricate nature of pricing structures is one such factor. Freshdesk's price structure can be confusing, especially for new enterprises with limited resources.
- Branche: Einzelhandel
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 1-5 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Weiterempfehlungsquote 8.0 /10
Good platform for small companies
Bewertet am 31.10.2023
Overall, my experience with Freshdesk has been incredibly satisfying. The platform's user-friendly...
Overall, my experience with Freshdesk has been incredibly satisfying. The platform's user-friendly interface, multichannel support, and automation capabilities have significantly improved our customer support operations. It's made it easy for us to provide efficient, organized, and responsive assistance to our customers, leading to higher satisfaction levels. I highly recommend Freshdesk to businesses looking to enhance their customer support and engagement
Vorteile
Multichannel support, ticket Management, collaboration, integration, mobile accessibility, user friendly
Nachteile
Price and additional cost, might be less intuitive than competitors, integration limitation
- Branche: Bildungsmanagement
- Unternehmensgröße: 201–500 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 6.0 /10
FreshDesk, Not Really Fresh
Bewertet am 2.11.2023
While it took awhile to look through and scan tickets that were related to what I needed, it worked...
While it took awhile to look through and scan tickets that were related to what I needed, it worked well in chatting with the customer and getting them help. Otherwise, it was a hard mess to navigate through the mountain of tickets beforehand.
Vorteile
Freshdesk works as a customer support or ticketing system to resolve any issues customers may have.
Nachteile
The separation or section-ing of Freshdesk left a lot to be desired. Not very good auto assignment of tickets and it made things messy.

- Branche: Krankenhausversorgung & Gesundheitswesen
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Freshdesk manages and resolves customer tickets in one place
Bewertet am 18.9.2023
Support and development teams may quickly and easily filter issues in Freshdesk using the many...
Support and development teams may quickly and easily filter issues in Freshdesk using the many available filters. Using freshdesk has been a simple process. Another perk is that numerous tickets can be linked to the same major disruption.
Vorteile
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.
Nachteile
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.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Easy to use, easy to keep an overview!
Bewertet am 19.10.2023
Easy to use and to learn for short term colleagues. Would definitely recommend.
Easy to use and to learn for short term colleagues. Would definitely recommend.
Vorteile
We were looking for a tool to start administering our tickets and keeping overview of it. This tool made it easy to do that and assign the needed tasks to the relevant colleague.
Nachteile
Sometimes a bit more flexible in the different sku’s would be really nice. But that is a company choice.
- Branche: Bau
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Great Application
Bewertet am 10.11.2023
Overall experience has been fantastic. I would recommend the product to anyone who wants to use it...
Overall experience has been fantastic. I would recommend the product to anyone who wants to use it for a ticketing system. Internal and External.
Vorteile
The best this about FreshDesk is their customer support. They are always available to help at any day or time. The tool is extremely easy to use and understand, even for people who are not in IT or Engineering.
Nachteile
There isn't anything I don't like about FreshDesk. But one thing they could improve is the ability to hide certain fields in the properties of the ticket on the agent side.
- Branche: Konsumgüter
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
fresdesk is really Freshdesk
Bewertet am 19.11.2023
nice experience till now thankyou freshdesk
nice experience till now thankyou freshdesk
Vorteile
ticket management too good easy to reach to students problem ,easy to see tickets ,everything to manageable keep it up Freshdesk to giving nice experience..
me any team very satisfied..
Nachteile
minimize some category like not giving to much category ..
- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Bedienkomfort
- Weiterempfehlungsquote 10.0 /10
Very user friendly platform
Bewertet am 15.11.2023
Overall I am very satisfied with the product and i will keep using it.
Overall I am very satisfied with the product and i will keep using it.
Vorteile
Easy to use
Easy to track all the tickets asaigned
Platform never crushed while using it.
Nachteile
Nothing to mention for the moment as I had a Smooth experience.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
The Sensational and Marvelous Online Help Desk Services.
Bewertet am 10.11.2023
The cost is so effective.
We love the easy to use interface.
The cost is so effective.
We love the easy to use interface.
Vorteile
Easy to conduct a live caht with our clients.
A very easy to use and clean interface.
We can directly chat with out clients without so much hustles.
It has Very customizable features.
Nachteile
We can't highlight a dislike so far it has been all good.
- Branche: Bildungsmanagement
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Using FreshDesk for 3 years and Still Going Strong
Bewertet am 31.12.2019
Teachers generally create tickets for me with problems they have with technology. Administration...
Teachers generally create tickets for me with problems they have with technology. Administration creates tickets for me to evaluate different education systems, set up systems for teachers, arrange training, or pretty much anything. It's all documented in detail in the ticket, along with pictures, links to articles, whatever I need.
Vorteile
The software is easily customizable, and fairly easy to use. Being able to see the notifications pop up on my watch and access tickets from my Google Pixel phone is a lifesaver. Teacher's can't be bothered to log in to a portal to create a ticket, so we customized Fresh Desk so they could simply send an email of their problem to [SENSITIVE CONTENT HIDDEN] and it would create a ticket for them. I can reply to them right from within the help desk system. Initially we had it set up for two agents and purchased the next level plan. Our Maintenance Supervisor ended up not using it so we backed down to the free version. The virsatility of multiple plans is a major plus. Their support is quick, and eager to help. They will actually go out of their way to help you.
Nachteile
The only con is probably easily fixable-- When I close a ticket, it of course emails the teacher letting him/her know. But they inevitably always reply with Thank You, which reopens the ticket. Other than that, it is a perfect system!
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 1-5 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Very happy with this purchase
Bewertet am 29.11.2019
I am currently the only person responsible for customer support in a small company. Freshdesk made...
I am currently the only person responsible for customer support in a small company. Freshdesk made it much more easy for me to manage support tickets due to SLAs, automations, etc. I used to have to do pretty much everything manually.
We'll be adding new users soon because of this great experience.
Vorteile
Ease of use. Reasonable price. Otherwise, I like the way tickets can be prioritized with SLAs, status, etc. Canned responses and automations are great too.
Nachteile
The automations, despite being very nice, are somewhat limited in terms of what they can do. Sometimes I'd like to go a little further than what they can offer. It's often just little details, but it could make a big difference.
Here are a few basic examples:
1) IF field is empty, THEN send a notification to the user with a message saying that it has to be updated. This is not possible since we can't have an automation triggered by a field being left blank.
2) Only the custom fields with drop down lists can be used as triggers for automations.
Also, I'd like to be able to have the SLA based on the expected first response rather than the expected resolution.
Overall though, it makes my job a lot easier.
In Betracht gezogene Alternativen
Zendesk SuiteWarum Freshdesk gewählt wurde
TP is really good for development projects, but it makes absolutely no sense when it comes to giving decent customer support. No SLAs, no prioritization, no notifications, no automations.Zuvor genutzte Software
TargetprocessGründe für den Wechsel zu Freshdesk
The price mostly. While Zendesk had cheaper plans, the Freshdesk plans had more features for the same price. Zendesk overall had a few more features, but we would have never used most of them anyway and Freshdesk seemed easier to configure and customize and it looked better in my opinion. The ticketing systeme is just great. Everyone asked was talking about Zendesk, yet I found it somewhat underwhelming.- Branche: Finanzdienstleistungen
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Kostenlose Testversion genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Simple and Intuitive
Bewertet am 31.12.2019
We decided to try this out as our ticketing solution and were very impressed. Packed with features...
We decided to try this out as our ticketing solution and were very impressed. Packed with features even at the lower tiers. At the lowest priced tier we're able to integrate Microsoft Teams and VSTS/Azure DevOps which is huge for us. The features are also very organized so the admin page doesn't have 200+ options to skim through.
Vorteile
FreshDesk has found a way to offer similar options without cluttering your screen with unnecessary options. You're able to expand on your options with custom fields/tags/etc but the basics cover most scenarios.
My favorite feature though is how easy it is to update a ticket department/agent/status. You can do it from the ticket view screen that lists all your tickets. Why is no one else doing this? Seems obvious now that I'm using it ha, it's even available on the phone app, big time-saver.
It really seems like a lot of thought was put into creating this product.
Nachteile
One thing I really didn't like is the table view for tickets. I have large monitors and this doesn't expand the width so I end up with a bunch of empty space to each side of the table. You can change the Layout and the Card view helps, but I prefer the consolidated table view, but not if I have to scroll to the right with empty space on the page that could've been used.
Another thing I noticed that could improve is the options for the email. Our previous solution would create the ticket and move the email from the inbox to our archive folder so we keep a history in a second place. FreshDesk currently as of 2019 only has the option to delete or leave the emails there. Not that big of a deal, but would be nice.
Warum Freshdesk gewählt wurde
Cost and reliability. Previous solution was buggy and we were using it because it was free. Once they switched to a licensing model, we expect higher quality when paying.Gründe für den Wechsel zu Freshdesk
Easier integration with Teams/Azure DevOps. Cost did not include a lot of features we don't use as we're a small company. With the smaller tier we're getting what we need at a low price. More than we need really.- Branche: Informationsdienst
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Freshdesk is a great alternative to over priced industry stalwarts.
Bewertet am 28.6.2019
Vorteile
Freshdesk has been a breeze to set up and use effectively. My team loves how easy it is to quickly work through tickets. We heavily use Trello and their integration is top tier.
When issues do come up, the support team is always available to answer my questions. Even when it doesn't support a particular workflow, I've always been given excellent suggestions to work around its limitations.
Nachteile
Many integrations are v1 products that were built years ago and never updated. Salesforce integration needs a lot of work. We had to disable it because it was using too many API calls.
In Betracht gezogene Alternativen
Zendesk SuiteWarum Freshdesk gewählt wurde
Salesforce Service Cloud is a pain to configure. It's it pretty much unusable unless your company has an on-staff Salesforce developer. You can only configure very basic functionality via the admin options.Zuvor genutzte Software
Salesforce Service Cloud
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
It has many functions like ticket management
Bewertet am 17.3.2023
Intuitive interface that can greatly aid businesses in providing superior customer service. It...
Intuitive interface that can greatly aid businesses in providing superior customer service. It supports a plethora of functions, such as ticket tracking, sales funnel management, task tracking, service history, etc. Tracking and responding to tickets is simple. In addition, it has numerous tools for reporting and analysis.
Vorteile
Small and medium-sized enterprises (SMEs) stand to gain a lot from using Freshdesk. If you ever have a problem, their customer service is top notch. All in all, we were pleased with Freshdesk during our time working with them. Our primary motivation for using the ticketing system was for support purposes.
Nachteile
Occasionally, it might be a difficult process to integrate the new system with the old one, and some functions, like ticket forms, have relatively less room for personalization. There are few possibilities for creating reports.
- Branche: Design
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 1-5 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 0.0 /10
Good Software, Bad Marketing. Bait-and-Switch (beware)
Bewertet am 18.8.2020
While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising...
While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature, and link you to a page that isn't linked to from anywhere on their site: freshdesk.com/helpdesk-features, as justification.
As an example, $15/agent/month includes, "SLA Management," which is described from their features page as including every SLA feature, including basic things like SLA email notifications, reminders, escalation policies. You know, what anyone would think of as "SLA Management." However, none of those features are actually included in that price plan. To even get email notifications of SLA violations, or have your SLA respect office hours, you'll have to pay $50/agent/month. Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
Vorteile
Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.
Nachteile
Features listed as included in lower tiers on their pricing page, are not actually included until much higher tiers. See: https://freshdesk.com/helpdesk-features for the real breakdown. Freshdesk has no links to that page, and you'll only get it if you ask about a missing feature in their support portal.
Warum Freshdesk gewählt wurde
Jitbit didn't have all the features we needed, was difficult to keep organized across many clients, and nearly impossible to track SLAs.Zuvor genutzte Software
Jitbit HelpdeskGründe für den Wechsel zu Freshdesk
It looked like it included the main features we needed, at a much lower price. - Organize clients by company, and individual. - Group contact by company and allow users to view will all company tickets. - Track and report by problem area and issue resolution. - SLA Management Automation Once we got everything moved over and set up, two of those features "Included in the Garden plan" ($15/agent/month), we were told to upgrade to $65/agent/month. When we contacted support about the problem, they just didn't answer.
- Branche: Marketing & Werbung
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 1.0 /10
Great for a knowledge base, but doing poor on the rest
Bewertet am 14.9.2022
Overall, the experience was below what I expected. We were sold the world for this product on how...
Overall, the experience was below what I expected. We were sold the world for this product on how it would transform our customer service and experience. Instead, the product resulted in more problems than what should occur. I should have seen the signs when we signed up and had to debate with multiple departments on getting the search bar to work and tags from day one. The support lacks and the team despite our feedback is reluctant to budge on a refund. Overall we have the left the solution because it saves us time and money by going back to basics. I would only recommend this product to a medium to larger sized business. Not for smaller teams as it is not worth the time when compared to other tools.
Vorteile
The knowledge base system provides a few options
Knowledgebase can be offered to your team and to your clients
The user controls allow for different users across platforms
Helps to provide reporting or a simple analysis of your teams efforts when managing replies or tickets
Can send and receive emails from your inbox
Nachteile
The app is far the worst part of the product as it's buggy, unreliable and slow
Email management basics are missing or inefficient
The product is poor at detecting spam/promotional emails compared to other email tools, creating more work than necessary
The support teams are challenging to deal with and you have to repeat the same information over and over
Freshdesk lacks in its features when it comes to separating responses
The tool does not know how to override the from address when another agent is in vs. assigned
Filters are limited
The auto-reply detection does not work as tickets get created from auto replies all the time
Most annoying is the product does not sync IMAP to your inbox, so if you leave it - you are left with an inbox with many emails to process
Warum Freshdesk gewählt wurde
We wanted to better manage our customer service emails and client management.Zuvor genutzte Software
Google WorkspaceGründe für den Wechsel zu Freshdesk
It promised us it was going to be easier and less clunky. However, we learned it was best to go back to basics with Google Workspace instead.- Branche: Transport/Güterfrachtverkehr/Schienenverkehr
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Gesamtbewertung
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
Quite powerful CRM for Email Management, but still Improving
Bewertet am 27.3.2023
Overall, the system is quite good, but there is definitely room for improvement. It's generally...
Overall, the system is quite good, but there is definitely room for improvement. It's generally easy to use for the basic actions and the rules that can be set make this a powerful tool.It does begin to get a little complicated when you have several departments using Freshdesk together (for example, adding another department using Freshdesk into a ticket doesn't create a ticket for that department - instead, the ticket has to be flipped, or have to go through parent-child ticketing, which can be confusing for those that are not tech savvy).
Vorteile
Freshdesk allows our company to manage our distribution lists that have a very high volume of incoming emails. It allows management to distribute and balance the workload of the department with ease.Not only does it keep a record of all emails sent and received, it also keeps track of all actions that were taken within the ticket along with the users or rules responsible for the changes.
Nachteile
The way the tickets come in and starts tracking time - this should be modifiable based on business needs, but seems to only track the time (& SLA) based on when the ticket/ email was created. This would be great for an IT department, but loses it's value in this aspect for a Customer Service department.Other companies that use a ticketing based CRM tends to clash with Freshdesk sometimes. Since each response includes the ticket number at the end of the subject line, each response ends up creating a brand new ticket, making it much harder to follow the chain.Freshdesk also has a Merge feature - but this feature doesn't really work very well. I would recommend not using it at all if the email chains are large. This feature just sticks the entire email chain into the ticket, as a single post, instead of filling in spots in chronological order.