Freshdesk

Online-Kunden-Support Software & Helpdesk-Lösung

Gesamtbewertung

4,5 /5
(2.957)
Preis-Leistungs-Verhältnis
4,4/5
Funktionen
4,3/5
Bedienkomfort
4,5/5
Kundenbetreuung
4,5/5

94%
haben diese Anwendung empfohlen
Sortieren nach

2957 Bewertungen

Angelina
Gesamtbewertung
  • 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 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 Suite

Gründe 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.
Barbara
Gesamtbewertung
  • 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

Meikel
Gesamtbewertung
  • Branche: Design
  • Unternehmensgröße: Selbstständig
  • Wöchentlich für 1-5 Monate genutzt
  • 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.

Vorteile

Für die Unterstützung bei Interessenten und Kunden ein Top Tool

Nachteile

Bisher keine Nachteile, darum habe ich nicht negatives zu berichten.

Thabo
Gesamtbewertung
  • Branche: Metallabbau
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

TMI-SSP (PTY) LTD

Bewertet am 16.1.2020

Wonderful, I really like their 24hrs support system

Vorteile

With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK.

We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.

Nachteile

Ease of business
Friendly Interface
Work Anywhere (App or Web)

In Betracht gezogene Alternativen

Zendesk Suite

Warum Freshdesk gewählt wurde

They rely too much on chat bots The only person who spoke to me was their sales rep when she was selling me their product Poor response time to email queries (support is too slow) No 24hrs support

Zuvor genutzte Software

Salesforce Sales Cloud

Gründe für den Wechsel zu Freshdesk

It is tried and tested within my company It has 24hrs support Quick response to customer queries
Shayla
Gesamtbewertung
  • Branche: Internet
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

Excellent customer support ticket system

Bewertet am 8.6.2022

Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

Vorteile

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Nachteile

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

Surbh
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Freshdesk Support Desk - blessing in disguise

Bewertet am 20.2.2023

Overall, all its meeting our requirements but next time when we purchase, we look forward to purchase unlimited pack which is not available as of now.

Vorteile

help customers solve their issues themselves, makes it easy for them to connect with us via ticketing system and added to it provide all MIS to provide the supporting data to our analysis.

Nachteile

per agent pricing, private ticketing system and advance filters are missing as a feature

In Betracht gezogene Alternativen

Zendesk Sell

Gründe für den Wechsel zu Freshdesk

we want to try a newer software then the one we were already using
Vishal
Gesamtbewertung
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 5.0 /10

Freshdesk Performance and Quality

Bewertet am 14.2.2023

I like this for IT ticket. i have used other also but Freshdesk have more features then any other product.

Vorteile

That we can logged the ticket via email also and all the feature are in freshdesk only. we didn't purchase any other software for inventory also as we as for remote also. I like the Dashboard also i can see the location wise ticket easily.

Nachteile

I didn't like the Inventory part. why is so messy. When we pull out the inventory is not shown properly lots of data is showing miss match and sometime, we cant even edit the also. please make it simple.

Syed
Gesamtbewertung
  • Branche: Logistik & Lieferkette
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Freshdesk Ticketing System

Bewertet am 12.1.2023

overall found very good and useful product. we are using in the Logistics industry and found it very useful to track customer complaints related to shipment delivery, clearance , delay, incorrect addresses and other transportation related issues.

Vorteile

Easy to use, setup the groups based on your departments like operations, CS, Sales , Management, Clearance team etc, very efficient in terms of setting escalation matrix, every call , email or request is important and recorded in system. Management can always get updated upon what going on with customer requests/complaints/inquires

Nachteile

very less option for reporting and integration with other platforms like watsapp, although watsapp FB can be integrated but only can be used within app

In Betracht gezogene Alternativen

Odoo

Gründe für den Wechsel zu Freshdesk

pricing and options availalbe in FD, plus FD was already used in another BU so comparing with other products was easy and found it useful
Piyush
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Weiterempfehlungsquote 8.0 /10

Best ITIL tool

Bewertet am 17.2.2023

I am using it since 5 Months and till now we didn't face any issue

Vorteile

FreshDesk is Very user friendly tool which has highly customisable environment.

Nachteile

It could be difficult for MSPs to manage multiple clients on single platform.

Rakesh
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

The Best Freshdesk Tool to Streamline Your Customer Support Workflows

Bewertet am 1.3.2023

Freshdesk is a best customer service platform designed to help businesses improve their customer support. It provides an intuitive, web-based interface that allows companies to quickly and easily manage their customer inquiries and support tickets. With Freshdesk, we can access self-service tools such as FAQs, knowledge bases and automated processes for common tasks. It also offers built-in reporting capabilities that allow us to track the performance of their team members over time. Overall, Freshdesk is a great customer service tool for any business looking to streamline its process and make sure it’s providing top notch customer experience. Its easy user interface makes it quick and simple to use while still offering powerful features like ticket management, real time analytics & reporting and more.It provides an array of features such as automated workflows, multi-channel support (including email, phone, chat and social media), self-service portals for customers to troubleshoot on their own, issue tracking/trending analytics and more. Freshdesk also integrates with other solutions like Salesforce CRM software for data consistency across platforms.

Vorteile

Comprehensive solution for customer support, with features including ticketing system, help desk portal, knowledge base, automation and analytics. Features include task creation & assignment, drag & drop organization for easy sorting & prioritization, filter options for quick searches & reports based on current status or due date range and an activity log to monitor user actions within the platform. We can customize the system according to your organizational needsEasy to use with a modern design and intuitive user interface. Extensive integration capabilities allowing you to connect Freshdesk with other business systems like Zendesk and Salesforce. It has a wide range of pricing plans available for businesses at every size or budget. Good customer service – their team is always responsive and helpful in finding solutions to any issue you might encounter.

Nachteile

No major issue found. Limited customization options – while there are plenty of customization options available within the software itself, it’s not possible to add custom code or scripts outside of these settings

Maximiliano
Gesamtbewertung
  • Branche: Unterhaltungselektronik
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 7.0 /10

"Streamlining Customer Support: A User's Experience with Freshdesk"

Bewertet am 8.2.2023

As a user of Freshdesk, I can say that my experience with the software has been positive. Freshdesk has helped me manage customer interactions efficiently on a daily basis. The software's intuitive interface makes it easy for me to navigate and access the various tools and features that I need to manage customer inquiries and support requests

Vorteile

As a user of Freshdesk, here are some of the things I would like most about the software:Ease of Use: Freshdesk is user-friendly and easy to navigate, which makes it simple for salespeople to manage customer inquiries and resolve issues.Integration: Freshdesk integrates well with other systems and processes, allowing for seamless and efficient management of customer interactions.Call Monitoring: Freshdesk's call monitoring capabilities provide valuable insights into the performance of customer service operations and allow for continuous improvement.Customer Support: Freshdesk offers excellent customer support, helping users to resolve any issues and maximize the benefits of the software.Reporting and Analytics: Freshdesk provides a range of reporting and analytics tools, allowing users to monitor key metrics and measure the effectiveness of their customer service operations.

Nachteile

As a user of Freshdesk, here are some of the things I would like least about the software:Limited Customization: Freshdesk has limited customization options, which can make it challenging for users to fully personalize the software to meet their unique needs.Steep Learning Curve: Freshdesk can have a steep learning curve, especially for users who are new to customer service software. This can make it difficult for some users to quickly become proficient in using the software.Pricing: Freshdesk's pricing can be relatively high compared to some other customer service software solutions on the market, which can be a concern for businesses operating on a tight budget.

Carl
Gesamtbewertung
  • Branche: Bekleidung & Mode
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

A reliable and seamless integration for live chat, etc.

Bewertet am 16.3.2023

After considering multiple options, we decided to go with Freshdesk because it provided the optimal balance of features, cost, and user-friendliness for our company. Freshdesk's range of tailored features includes ticket management, scheduling, lead and sales pipeline management, knowledge base management, project and task management, contact database and support ticket management, content management, service history, and contact management, in addition to its customizable library of options that can be tailored to suit our specific business requirements.

Vorteile

What I love about this software is how flexible and easy it is to use, plus we can integrate it seamlessly with our systems. The user interface and experience are also super user-friendly and if we ever have any issues, their customer support is always reliable and responds to our tickets within 24 hours.

Nachteile

At times, the platform can be a bit slow, and it could benefit from stronger integration with other programs. By taking advantage of Freshdesk's robust reporting and analytics capabilities, teams can monitor support metrics and make data-driven decisions more accurately than ever before.

In Betracht gezogene Alternativen

Pipedrive und Atera
Carlos Eduardo
Gesamtbewertung
  • Branche: Krankenhausversorgung & Gesundheitswesen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

Freshdesk is a must-have for SaaS companies

Bewertet am 27.1.2023

Freshdesk has given us improved customer support. We handle queries almost immediately thanks to Freshdesk's ticket support. The server is very organized and has almost no glitches, ticket filters are done in the best way and can suggest when a ticket is urgent and when it requires less time to attend. General questions, support issues, feature enablement requests, all that and more we give solutions to the customer through Freshdesk.

Vorteile

Freshdesk shows us important integrations to improve the service, such is the case of Jira that allows us to manipulate certain tools from Freshdesk. Ticket categorization is automatic and immediate and then transferred to the appropriate department for immediate response and solution. Freshdesk assigns multiple tickets to teams and allows us to track from start to finish any problem presented by the customer. The escalation of tickets through Freshdesk is totally correct and accurate, there are different levels of support and each one is intended to give you the best experience in terms of response time. They can be moved between departments and it does not differ at all in the final response making it perfect and what the customer is looking for.

Nachteile

Freshdesk lacks a core API to be able to mass extract data from all tickets. Sometimes the response time through the POST API is ridiculously long which in turn generates a delay in responses through the same API. Freshdesk has very limited configuration and customization panels, the widgets must be organized, but only on the left side and with the default width that Freshdesk requires.

Gabriel
Gesamtbewertung
  • 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 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 Suite

Warum 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

Targetprocess

Gründe 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.
Verifizierter Rezensent
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Good Customer Support Platform

Bewertet am 5.4.2021

Overall a positive experience with FreshDesk. The product was fairly easy to implement since we didn’t migrate data from our old system. Training for the staff was pretty quick and we’ve gained a lot of workflow improvements since switching.

Vorteile

FreshDesk is a power and easy to use customer service platform. We use it to manage our customer support ticketing system and measure our response against SLA’s. It meets our expectations in all areas

Nachteile

We use FreshDesk to integrate with our on site ticketing system. We’ve run a series of challenges keeping this running, but besides that advanced feature we have had few issues.

In Betracht gezogene Alternativen

Jira

Warum Freshdesk gewählt wurde

Footprints was an old school on site platform that hadn’t kept up with the times. We needed a total refresh.

Zuvor genutzte Software

Footprints

Gründe für den Wechsel zu Freshdesk

Jira is a far more complex and extensive platform
Raymond
Gesamtbewertung
  • Branche: Bildungsmanagement
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Freshdesk review by software dev manager @ Regenesys Business School

Bewertet am 12.12.2019

Awesome.

Vorteile

The ease of use, both for the agents as well as the clients is pretty awesome. Being able to pull out detailed reports concerning not only the tickets on the system and their categories and statuses, but also seeing agents' performances makes this product recommendable for me.

Nachteile

The fact that I have to log in twice, once for freshdesk and then again for freshworks, before I can gain access to our freshdesk platform really irks me sometimes. An SSO would go a long way in preventing this. Also, being to integrate with Jira proved unsuccessful for me.

In Betracht gezogene Alternativen

Spiceworks

Warum Freshdesk gewählt wurde

Coz Freshdesk proved to be a better product

Zuvor genutzte Software

Spiceworks

Gründe für den Wechsel zu Freshdesk

Ease of use for agents and clients as well as reports.
Sinencia
Gesamtbewertung
  • Branche: Hausmeisterservice
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Freshdesk makes working easier!

Bewertet am 12.6.2019

In general, I think there are plenty of customizations and features with Freshdesk. The real selling point for our company was the analytics because we can see the history of our tickets and prevent them from reoccurring in the future.

Vorteile

I love the analytics and history log in Freshdesk. Freshdesk tracks agents' productivity through out the day and breaks up this information by the hour. We can also look up who has resolved the most tickets or who sends out immediate responses. All of this information is especially helpful when assigning new tickets because we can see a history of our most efficient employees. Previous tickets can be easily searched by key words, agent, or time frame. When multiple people are working on one project, it really helps to decipher who did what and when!

Nachteile

One thing that I believe can be improved is having a group option to send out an email. It's not common when we have to include multiple people on a ticket but when we do, we have to cc them in the very beginning as opposed to adding "Group A". -- The information still gets everyone on the same page, however it is an additional step on the agent's end.

In Betracht gezogene Alternativen

Jobber und Salesforce Sales Cloud

Warum Freshdesk gewählt wurde

We made the switch because we outgrew Jobber and its capabilities. Jobber lacked the analytics, history, sales features, and user friendly options necessary to grow our business.

Zuvor genutzte Software

Jobber

Gründe für den Wechsel zu Freshdesk

We chose Freshdesk because of the variety of user friendly capabilities and features. Salesforce had aggressive sales reps who didn't care about our companies needs. Zendesk wasn't user friendly and many of the "integrations" could only be connected by people with web design or coding experience. Jobber fit our needs as a smaller company but now we have 5 service divisions. Overall, Freshdesk is the platform that suits all of our needs as a growing company.
Verifizierter Rezensent
Gesamtbewertung
  • Branche: Hausmeisterservice
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Support Detail

Bewertet am 14.1.2020

Our business needs quickly expanded into handling over 50 tickets / work orders a day across multiple client sites. We were struggling to find a suitable solution that would cater for multi site, multi users without incurring addition costs for client access to their tickets.

Freshdesk software ticked all the boxes when it came to the online portal access for clients and exporting ticket information into CSV files.

Vorteile

- Creating, monitoring and finding specific information: EXCELLENT
- User interface is very fresh, intuitive and user friendly
- Keeping track of files was an added feature I didn't expect and was very useful the bigger the tickets became.
- Splitting and Merging tickets is a must for any helpdesk. This software is very intuitive on this feature.
- Mobile App is so easy to use across IOS and Android.
- Reporting Functions are excellent - really think the custom dashboard is a REAL PRO when considering a Helpdesk Software Solution.
- Setup: If your not a tech person, Freshdesk live support is excellent. They have helped me same day on each occasion. Very reliable and efficient, but most of all understand your requirements.

Nachteile

Integrations are getting better with other software platforms but there are no real cons to be mindful of whatsoever with Freshdesk.

I would like to see a better integration with Xero Financial Software.

In Betracht gezogene Alternativen

Zoho CRM und Zendesk Suite

Zuvor genutzte Software

Mojo Helpdesk

Gründe für den Wechsel zu Freshdesk

Easier setup Better Reporting Better Email Notification Setup Better Integration Advanced Searching Feature across tickets and tags
Patricia Brigid
Gesamtbewertung
  • Branche: Internet
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Superb Experience

Bewertet am 15.12.2019

We needed an efficient CRM system, easy to set up an with easy access to analytics to manage our tickets and Freshdesk was able to give us that and more. We love that its features are based on time; we are able to measure agent and team performance on this.

Vorteile

Freshdesk is built on ITIL framework and very easy to use. It took me a few minutes to figure it out, find all the metrics that we needed and set up. The support and software team are readily available on chat, email and conference call - regardless of need.

Lately I see lots of improvements in the software (like the Field Service Management, Proactive Reach and advance ticketing). Some of the new features have helped us tremendously while others (FSM) has got us thinking on efficiency in our field work.

Nachteile

In improving the system, a few of our favored features are taken off. For instance, with Linked Tickets we are unable to send bulk emails from the Tracker. The alternative is to send bulk emails from the Tickets view or filtered view; this is tedious if one has to select individual tickets which notice is meant for or when there are multiple linked tickets to different trackers.

Also, Email Outreach should have the alternative of selecting contact from Freshdesk instead of uploading a CSV file

In Betracht gezogene Alternativen

Zendesk Suite

Warum Freshdesk gewählt wurde

It was difficult generating reports from Kayako. We were yet t transfer to their new version. With years of use, we needed something new which met our needs - in line with our ITIL-based structure.

Zuvor genutzte Software

Kayako

Gründe für den Wechsel zu Freshdesk

Ease of use and support response rate. Freshdesk team were proactive to set up an online meeting with us where sales, IT and other relevant stakeholders were available to answer our questions and understand our needs before paying for the service. While on trial, we had set up 80% of the things we needed while waiting for feedback on the remaining things so this helped us decide quickly.
Verifizierter Rezensent
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 6.0 /10

Good helpdesk tool that needs better integration between its own Freshworks suite.

Bewertet am 11.6.2021

We can manage support requests much better with Freshdesk, and it has helped reduce response times and support quality as a result of that.

Nevertheless, their support and the lack of a single widget for Freshchat and Freshdesk is not great.

Vorteile

The ticket management and SLA tracking have helped us a lot with staying on top of issues. Further, our clients can view all their tickets and where we are with their request, which helps manage client expectations.

Nachteile

Their support does not always communicate crucial changes to the behaviour of the software, which can lead to disruption in the service that you provide to your clients.

Further to that, the integration between Freshdesk and Freschat is good, but your customer's experience will be quite bad as you end up having two widgets for the same thing.

In Betracht gezogene Alternativen

Salesforce Service Cloud, Help Scout, HubSpot CRM und Zendesk Suite

Warum Freshdesk gewählt wurde

We switched as Intercom did not offer SLA tracking and merging of messages, resulting in losing track of important client issues.

Zuvor genutzte Software

Intercom

Gründe für den Wechsel zu Freshdesk

* It offered better SLA tracking than the alternatives. * The setup was much easier than Salesforce. * Their client management was better than what Help Scout could offer at the time. * The Sales team/CSM team was much better than Zendesk during our first interactions.
Dan
Gesamtbewertung
  • Branche: Musik
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Great software - some bugs need fixing and could use some additional features.

Bewertet am 3.1.2020

Good experience. Support is fast to respond. It's an easy platform to train new team members on.

Vorteile

Ease of use, setup, and features.

An added feature would be to be able to search ticket by subject title and then to select many of the results at a time.

Nachteile

There are some persistent that need squashing. For example, when chatting with FW support team, our chat windows frequently come up in foreign languages.

Our support site and FD access has been knocked out several times in the past due to FW blacklisting our IP address.

In Betracht gezogene Alternativen

Zendesk Suite

Warum Freshdesk gewählt wurde

NetSuite is not really suitable for our needs as a support team.

Zuvor genutzte Software

NetSuite

Gründe für den Wechsel zu Freshdesk

Price was far more affordable.
Anthony
Gesamtbewertung
  • 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 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.

In Betracht gezogene Alternativen

HelpDesk, JIRA Service Management und Zendesk Suite

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 Helpdesk

Gründe 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.
Michel
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Best Helpdesk Application for your Money

Bewertet am 17.9.2020

First of all, they preach by example because Freshdesk's support is top notch. I found myself inspired every time I deal with them and even though I have (too) many years experience in the support business, I have learned from my interaction with Freshdesk's agents. It is clear to me that support is very important to this vendor and they obviously select and train their agents very well.

Integrating the product in our environment was very easy and managing it is simple or as complex as you want it to be.

I have been using Freshdesk for over 10 years now and they still surprise me with new features and new learning material (lots of "how to" videos, training and webinars).

Vorteile

Multi language, great knowledge base, easy to automate a lot of features (multi time zone groups, SLAs and Business hours/holidays support and many more) and available add ins to suit pretty much any requirement. Being on the cloud means we always have access no matter where we are or what we use (Tablet, Phone, laptop, desktop, ...). In the current world wide pandemie reality, all our agents are now working from home and the transition was seamless.

Nachteile

Reporting needs some love, although the basic is there. Freshdesk has recently added Analytics which is great but not that easy to configure so that you get the exact result you want. They are working on improving this. Most of the things I liked less about this software have been improved and quite a few features that we needed have been deployed over the years. We are also in the software development business and we understand that it is impossible to satisfy everyone, customers are really way too creative at times ;-).

Alex
Gesamtbewertung
  • Branche: Hochschulbildung
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Great tool, even at the lower price tiers

Bewertet am 3.11.2018

Overall, my gripes are relatively minor, and for the most part have usable workarounds. FreshDesk has proven an invaluable tool for our small team, and I would recommend it to anyone looking for a solid ticketing system. In fact, I already have!

Vorteile

The interface clear and navigable, making it simple to switch from our old ticketing system. It's easy to work together on a single ticket, especially with the ability to create Private Notes visible only to agents. Email templates help speed things up, and time-based rules ensure that tickets don't sit idle too often. Also handy are the apps that allow you to expand some of the functionality or customize features.

While the ticketing features are handy, I've recently started delving into the "Solutions", aka knowledgebase. It's easy to format, and gives you some flexibility with HTML. I think we'll be able to leverage it for some very useful tutorials. In the meantime, we have a single page with a picture from The IT Crowd captioned "Have you tried turning it off and on again?"

Finally, I'd like to give kudos to FreshDesk support. They are very responsive, usually replying within a couple of hours. I don't think we've had a single ticket stay open (waiting for reply) for more than a day. As an example, another organization we support had difficulty getting outgoing email working. FreshDesk's DKIM service wasn't functioning properly, making it impossible for them to send mail from the tool. They identified the issue quickly, and were able to address the underlying technical issues in a satisfactory timeframe. Overall we haven't had many problems, but where we've had them, they got fixed or explained to our satisfaction.

Nachteile

Unfortunately, some of the explanations from support have been "That's available in a higher price bracket." We're on the "Blossom" level, the first paid tier, and some features that we'd find useful are only available in higher tiers that are cost-prohibitive for our two-person team. It'd be nice to have an a la carte menu to be able to add a few features for a few dollars, rather than nearly doubling our cost. Still, those features are "nice to have", not necessary, and we are functioning quite well despite their absence. I can definitely see how larger teams would benefit from them though, so I don't begrudge the tiers' mere existence.

There are a couple of weird things about the Solutions builder. I wish it was more of a "what you see is what you get" tool, though you do have the ability to preview your drafts before publishing the page. For example, I wanted include some footnotes, using superscript numbers in the text for indexing. This wasn't in the available formatting options, so I used the [much-appreciated] HTML editor. The problem is, the numbers continue to appear as plain text in the standard editor, and only appear as superscript in the preview (and of course the published page). This makes proofing cumbersome.

Letlet
Gesamtbewertung
  • Branche: Einzelhandel
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Wöchentlich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Discover the Customer Support Software That's Changing the Game: Freshdesk

Bewertet am 1.3.2023

Freshdesk has helped me solve a number of customer service-related business issues. The management of customer inquiries and requests received via email, the web, phone, chat, and social media was one of our biggest challenges. We were able to consolidate all of these requests and track them in a single view with Freshdesk, making it simpler for our agents to keep track of all conversations and respond promptly.Since implementing Freshdesk, we have experienced numerous advantages. Due to the effective automation features that cut down on repetitive tasks, our agents are now able to maintain their highest levels of productivity. We have also benefited greatly from Freshdesk's omnichannel capabilities, which enable us to automatically route requests from various channels to the appropriate agents. We have also been able to improve our capabilities and streamline our procedures.In general, Freshdesk has revolutionized our customer support team. It has made our agents more effective and productive as well as helped us provide better customer support. The software is affordable, user-friendly, and provides excellent customer support. Freshdesk is definitely something you should look into if you want a customer support system that works.

Vorteile

I can confidently state that Freshdesk is one of the best customer support software on the market. I had no trouble establishing my account and using the tool because of the user-friendly interface. I was able to keep up with requests coming in from email, the web, phone, chat, and social media from a single location thanks to the omnichannel capabilities. With the powerful automations, I was able to automate repetitive tasks, which increased my productivity and allowed me to concentrate on providing high-quality customer support.I was also able to do more with the software thanks to Freshdesk's integration with over 500 apps from the Freshdesk marketplace, such as Salesforce, Jira, WordPress, and Shopify, which ultimately enhanced my customer support capabilities. Lastly, Freshdesk's round-the-clock support ensured that my customer service remained top-notch by providing me with the assistance I required at any time.

Nachteile

Freshdesk is an excellent customer support software, but it does not come without its drawbacks. The software's limited reporting capabilities are one of its major drawbacks. Even though the tool has some options for reporting, the depth of the reports isn't always what I want. The pricing structure of Freshdesk is another drawback. Despite being less expensive than some other customer support software, the price tag can still add up for larger organizations or teams. Additionally, the more expensive plans can only take advantage of some advanced features that are beneficial to large businesses.