Freshdesk Erfahrungen

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

Zendesk Suite

Warum Freshdesk gewählt wurde

Preis und Funktionalitäten - wir hatten neue Anforderungen.

Zuvor genutzte Software

Spiceworks Cloud Help Desk

Gründe für den Wechsel zu Freshdesk

Features, Support, Preis und Partner-Netzwerk

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.

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.

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

Vorteile

Mir gefällt die einfache Handhabung des Systems. Das System ist wirkllich schnell verstanden und eingerichtet.

Nachteile

Die Auswertungsmöglichkeiten sind stark beschränkt. Ich kann allerdinsg nur von der Growth Variante sprechen.

Vorteile

Preisgünstiges Ticketsystem, viele Funktionen

Nachteile

In der kostenlosen Variante nicht viele Möglichkeiten ein Ticketfeld zu erstellen

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

Vorteile

Freshdesk lies sich problemlos implementieren und der Schulungsaufwand aller Nutzer war erfreulich gering.

Nachteile

Gelegentlich gibt es Prozesse, welche nicht 1:1 abzubilden sind. Aber dies ist i.d.R. sehr leicht zu beheben.

Vorteile

Dass Freshdesk cloudbasiert ist und leistungsstarke Lösungen bietet

Nachteile

verschiedenste Konversationen von unterschiedlichen Kanälen werden zusammengefasst

Vorteile

Für die Unterstützung bei Interessenten und Kunden ein Top Tool

Nachteile

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

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.

In Betracht gezogene Alternativen

Jira und Zoho Desk

Warum Freshdesk gewählt wurde

We needed a better way to support our clients and SLAs and time tracking where urgent.

Zuvor genutzte Software

Trello

Gründe für den Wechsel zu Freshdesk

Cost +features and it should cover the most important requirements we had at the time.

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.

Vorteile

For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING.

To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period.

If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe.

If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8!

Nachteile

The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"?

Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS.

Vorteile

The fact that I don't have to install any updates since the latest version is automatically received on logging in. Resolving customer queries is made quick through automation. Browsing online reports in real time has improved our team's performance and customer satisfaction. Allows multichannel communication too. Cloud computing is most affordable with Freshdesk.

Nachteile

Everything is pleasing. It is reliable and secure to work with. Launching and deployment was effortless for us.

Vorteile

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!

Nachteile

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.

Vorteile

It ensures that no communication is lost by combining client interactions from several channels—email, phone, chat, and social media—into a single platform.

Nachteile

It can be expensive for smaller firms to use some of the more sophisticated capabilities, which are limited to higher-tier subscriptions and include multi-channel support and detailed reporting.

Vorteile

Clean simple UI
Excellent options for notifications and ticket management

Nachteile

If we would have been able to continue using their free version, we would have, but they reduced the number of agents for their free version from 10 to 2.

Vorteile

Really easy to get the bulk of what you need set up quickly, which helps when there's a lot of content to upload/process!

Nachteile

Formatting articles on the helpdesk/knowledge base was a real pain - there's a rich text editor but it doesn't format line and paragraph breaks reliably so I kept having to redo things.

Vorteile

How easy it is to set up and install and plug into our systems

Nachteile

I have not currently come across anything I do not like.

Vorteile

User interface, user friendly functionality

Nachteile

Difficult to say all functions are above 3 stars

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.

Vorteile

Incredibly easy to get going with the software. Your in house IT team can set this up themselves and you dont need to spend a fortune getting a consultancy firm to do it for you.

The interface is also very intuitive and even without any training your staff should be able to do the basics.

We looked at other solutions that were more of an all in one kinda package that also included financial, stock/warehousing etc but found that these were overly complex and as a result made us work less efficient and the helpdesk staff also did not want to use it because it was just too bloated for their needs.

Freshdesk does ticketing and it does it well. The company does have other software modules and integrations that you can add if you want (addon integration apps or maybe look at their other products like Freshsales or Freshservice)

If you just want a great easy to use ticking system, definitely give Freshdesk a try. The free trial should be more than enough to give you a fell for the system.

Nachteile

I cant really think of a con. Some might want something that has more features or customization but we are seeing that as a pro as it keeps it simple and efficient (not that Freshdesk lacks features. For us, it has everything that it needs to have and more)

In Betracht gezogene Alternativen

JIRA Service Management und Zendesk Suite

Warum Freshdesk gewählt wurde

Easy of use and setup. No server to maintain as it is a SaaS solution.

Zuvor genutzte Software

Cherwell Service Management

Gründe für den Wechsel zu Freshdesk

Enjoyed the user experience and catered for all our needs

Vorteile

I like the fact that it has a dedicated APP for mobile use, that I can use Email to respond to tickets, great search functionality as well

Nachteile

Interface could use an update to be more compact and show more information in a single screen. right now a ticket takes up pretty much every part of the display. Also, IOS app is slow on startup and refreshing

In Betracht gezogene Alternativen

Zendesk Suite

Warum Freshdesk gewählt wurde

Many Many more features, great consolidation of my client base.

Zuvor genutzte Software

Spiceworks Cloud Help Desk

Gründe für den Wechsel zu Freshdesk

More features and better pricing than Zendesk.

Vorteile

We use Freshdesk every day to capture and work customer-reported issues. The ease of use has a major factor migrating from our former portal solution. We were able to keep things simple while still capturing all the critical elements of the issues. The Solutions page (knowledge base) was/is very easy to maintain and update. From an Administrative perspective, the product is easy to configure and customize. Further, we have enjoyed nearly 100% up time over a year and a half!

Nachteile

We were hoping to port over prior ticket history from our prior solution, but were unable to capture "conversations" as part of our migration. However, Freshworks was able to create new records for each legacy ticket as part of our conversion. In the long run, only a couple customers ever noticed their prior ticket submissions.

In Betracht gezogene Alternativen

Salesforce Service Cloud und Zoho Desk

Warum Freshdesk gewählt wurde

Parature was purchased by Microsoft and users were given the 'option' to migrate to CRM Dynamics. Parature was also expensive and moving to Freshdesk was a solid financial option.

Gründe für den Wechsel zu Freshdesk

Overall, we just needed a simple process for handling ticket submissions and responses. Many solutions came with high price tags that were just not in our budget. The implementation and training options provided by the Freshworks team sealed the deal for us.

Vorteile

Software is very clear and easy to use. A new user would require minimal training.
All latest ticketing ideas and features are already implemented.
There is constant development and you can see the changes every day without affecting the existing functionality though.
Great staff mentality and customer approach.

Nachteile

Some times users are a bit confused, but I guess this is normal when someone enters a new platform.
There are some hidden features that should be available on the administrator menu in my opinion.
The parent-child feature should be more flexible.

In Betracht gezogene Alternativen

Teamwork Desk und Zendesk Suite

Warum Freshdesk gewählt wurde

We wanted to migrate to a fresh environment with all the latest features and new technologies. Previous platform was as if it was written back in the 90s'.

Gründe für den Wechsel zu Freshdesk

Two reasons were the decision-makers. The ability to send normal emails with attachments that are not links to the cloud and the value for money quality.