Nutzerbewertungen im Überblick
Über Freshdesk
Freshdesk ist ein Helpdesk-System und eine Lösung, die den Kundenservice für dein Team vereinfacht und dabei hilft, ein ansprechendes Kundenerlebnis zu bieten. Durch die kanalübergreifende Rationalisierung von...
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- Branche: Bildungsmanagement
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Einfach Implementierung und Top Service
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
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Quelle der Bewertung
Hilfreiche Kundendienstsoftware und auch flexibel beim Nutzen
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: Psychische Gesundheitsfürsorge
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Wöchentlich für 1-5 Monate genutzt
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Quelle der Bewertung
Meine Erfahrungen mit Freshdesk
Vorteile
Dass Freshdesk cloudbasiert ist und leistungsstarke Lösungen bietet
Nachteile
verschiedenste Konversationen von unterschiedlichen Kanälen werden zusammengefasst
Die besten Alternativen zu Freshdesk
- Branche: Design
- Unternehmensgröße: Selbstständig
- Wöchentlich für 1-5 Monate genutzt
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Quelle der Bewertung
Wichtiges Tool für Unternehmer
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: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Quelle der Bewertung
A Comprehensive and Intuitive Help Desk Solution
Freshdesk has been a comprehensive and intuitive help desk solution for our organization. We have been impressed with its automation and reporting capabilities, as well as its user-friendly interface. Although there were some limitations, we have been very satisfied with our experience with Freshdesk and would highly recommend it to any organization looking for a powerful and affordable help desk solution.
Vorteile
Easy to set up and customize to fit our organization's needsPowerful automation capabilities for streamlining support workflowsComprehensive reporting and analytics features for tracking support metrics
Nachteile
Limited flexibility for creating custom reportsSome features are only available in higher-priced plans

- Branche: Internet
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Excellent customer support ticket system
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.
- Branche: Internet
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
freshdesk
We have been able to manage all customer interactions, regardless of the channel, in a single location ever since we implemented Freshdesk. We have been able to provide our customers with a support experience that is more consistent and seamless , which has led to increased customer satisfaction and loyalty.The capacity for automation is yet another advantage that we have realized. We can automate a lot of the repetitive work that goes into managing support tickets with Freshdesk, like assigning tickets to agents and sending canned responses. We have been able to concentrate on more difficult and complex support issues, which has saved us time and increased our efficiency.In general, Freshdesk has proven to be a useful instrument in the management of our customer support operations. We have been able to provide better customer support, streamline our internal processes, and enhance our overall performance.Transforming Customer Support with Freshdesk
Vorteile
I have viewed the product as a valuable tool for overseeing client interactions and support tickets. Freshdesk's multi-channel support capabilities are one of its key features that I like. We can manage customer inquiries and support tickets across email, phone, social media, chat, and other channels from a single platform with Freshdesk.This feature has been especially helpful in ensuring that we can provide our customers with a streamlined support experience regardless of how they contact us. Additionally, it enables us to track and manage all customer interactions in a single location, facilitating time savings and streamlining our support procedures.We have been able to cut down on the amount of time and effort required to manage support tickets thanks to the software's array of automation features, such as canned responses, rule-based workflows, and intelligent suggestions. We are able to quickly respond to inquiries from customers, assign tickets to the appropriate agent, and even automate tasks that are done over and over again.Generally, I have viewed Freshdesk as a simple to-utilize and natural programming that has assisted us with further developing our client care activities.
Nachteile
The complexity of the reporting and analytics features is one thing I find difficult. I have found the process of creating and customizing reports to be somewhat cumbersome and unintuitive. Finding a way to extract the data you need can take some time, and even then, the reports can be hard to understand and use.The options for customization are another thing that I find somewhat frustrating. Although Freshdesk provides a variety of features and integrations, we are limited in our ability to customize the software to meet our specific requirements. For instance, we might want to have the option to tweak a portion of the interface and workflow to be more readily line up with our process.Lastly, although Freshdesk does provide a free plan for small teams, the more expensive plans can be pricey. We have had to carefully consider the costs when selecting a plan.In spite of these difficulties, freshdesk is, in my opinion, a useful instrument for operating customer support operations.
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Good helpdesk tool that needs better integration between its own Freshworks suite.
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.
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
IntercomGründe 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.- Branche: Glücksspiel & Casinos
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
A Comprehensive and Reliable Help Desk Solution - Freshdesk
We have been using Freshdesk for a few months now and the overall experience has been positive. We have been able to better manage our customer queries and provide timely responses. The customer support team has been helpful and responsive whenever we have had any questions or issues.
Vorteile
Freshdesk has been a lifesaver for our customer service team. It has allowed us to keep track of customer queries and respond to them quickly and efficiently. The user interface is intuitive and easy to use, so our team can quickly get up and running. Also, the customer support team has been extremely helpful and responsive when we have had any questions or concerns.
Nachteile
Freshdesk can be a bit pricey for small businesses, and the mobile app is not always as reliable as the desktop version. Additionally, the reporting and analytics capabilities are limited compared to some of their competitors.
- Branche: Personalbeschaffung & -besetzung
- Unternehmensgröße: 5.001–10.000 Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Freshdesk assimilates fast ticket submission
Over the course of the last three years, we have used Freshdesk as our help desk software. It is a one-stop meeting place for all technology related issues, problems, questions or requests. We also use it to conduct IT projects. Currently, it is only used in the IT department, but it is likely that more of this professional will be needed in the future. The staff uses it and likes it.
Vorteile
The ability to run reports detailing the time it takes to resolve tickets, the number of times the first call is resolved, the rate at which tickets are closed, the degree to which SLA targets are being met, etc., is a big plus. This would serve to showcase to my superiors the amount of accountability that was being assumed. Then, we could have evidence that it was quantifiable to contribute improvements. Incorporating gamification elements into the agents' routine was one of the most important features that drove Freshdesk's success for us. It forged a friendly competition among principals to exhibit good performance and take pride in their overall ratings.
Nachteile
I wish there were more "walkthroughs" or gamification apps that could be used on techs that are ready. Integrated goals are beneficial, however, Freshdesk only has 4 of them. The cost is high for the "Estate" category at some companies. I have had difficulty with senior managers due to the high investment and they suggested we use a program with a one-time purchase option rather than a service or subscription. Occasionally, a customer responds that they will create a new claim. This could be due to Microsoft Exchange settings or it could be about the way the user responds. I wish Freshdesk could look at the ticket number in the subject line of the email and link it to the correct ticket.
- Branche: Computer-Software
- Unternehmensgröße: Selbstständig
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Great Helpdesk Solution with Easy Integration
Overall, our experience with Freshdesk has been positive. It has helped us solve various business problems related to customer support and ticket management. The benefits we have realized include improved response times, enhanced team collaboration, and better customer satisfaction.
Vorteile
Freshdesk has been an excellent helpdesk solution for our business. The features it offers are highly impactful, especially the intuitive ticketing system and the automation capabilities. It has made our customer support process efficient and streamlined.
Nachteile
While Freshdesk is a great software overall, there are a few areas that could be improved. We found that some advanced reporting options were missing, which limited our ability to gain deeper insights into our support operations. Additionally, the initial setup process required some assistance to integrate with our existing business processes.
- Branche: Immobilien
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Quelle der Bewertung
Call Center Management
Freshdesk helps to better understand customer support operations. By analyzing data such as ticket volumes, response times, and customer satisfaction scores, businesses can identify areas for improvement and make data-driven decisions to optimize their support operations.
Vorteile
Freshdesk's call center management features allow businesses to manage customer calls more efficiently and effectively with features like call routing, IVR, and call recording, businesses can ensure that customers are connected with the right agent and receive high-quality support. Freshdesk is a user-friendly platform. Its intuitive interface and well-designed features make it easy for businesses to get started and manage their customer support operations effectively
Nachteile
I have issues with certain integrations, such as difficulty with data syncing or limited functionality. It can be challenging to get the specific data you need.
- Branche: Verbraucherdienste
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
I do not have a reference, I am only through my experience with the program
It is very excellent and I recommend it to many companies that my friends and other companies work with
Vorteile
Ease of access with the client at any time and any place and solving problems as quickly and as reliable as possible
Nachteile
It needs to add features, for example, distributing problems to the majority of workers so that everyone can work at any time and in less time
- Branche: Marketing & Werbung
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Revolutionize My Customer Support with Freshdesk: The Ultimate Solution for Streamlined Service
I highly recommend Freshdesk to any company looking for a reliable and efficient customer service software. Its features, such as ticket management, knowledge base, and automation, are top-notch and can help streamline any customer service team's workflow.
Vorteile
I have been using Freshdesk for several months now, and I can confidently say that it is one of the best customer service software I have ever used. Its user-friendly interface and efficient features have made my job much easier and faster.
Nachteile
there are a few areas where Freshdesk could improve. For instance, the reporting feature could be more detailed and customizable. Additionally, the mobile app can be a bit slow at times, and it would be great if it could be more responsive.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Very happy with this purchase
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: Computer- & Netzwerksicherheit
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Very solid help desk software
I started as a free user and found it extremely versatile. My first hiccup was that, as a free user, when the advanced features that were included expired, they disabled my account. Instead of scaling it back it just went offline without warning. Once that was fixed we found an excellent way to continue with the free account until they implemented a "spam" update that invalidated all tickets sent to any email address except our main address. Again, this was done without warning and we were offline for 3 days. We have subscribed but it was done more out of necessity rather than being able to upgrade for full features.
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 SuiteWarum Freshdesk gewählt wurde
Many Many more features, great consolidation of my client base.Zuvor genutzte Software
SpiceworksGründe für den Wechsel zu Freshdesk
More features and better pricing than Zendesk.- Branche: Finanzdienstleistungen
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
A fantastic solution
We have been very satisfied with our migration to Freshdesk and will be moving our other ticketing systems over as well. Any time we have had to reach out to their support team they have been quick to respond and have solved our issues promptly.
Vorteile
Easy of access to manage tickets and knowledge bases.
We use SSO so no one users have to worry about accounts. They can go through our SSO to elevate tickets and track the status of their tickets.
As an admin it's easy to manage the entire account.
Nachteile
There is nothing to not like about this software. Everyone has been pleased about it. Though we did have to use the automation to assign the agent when closing a ticket from the dashboard.
In Betracht gezogene Alternativen
Zendesk SuiteWarum Freshdesk gewählt wurde
It was not the right fit for our company and they did not provide the solutions we were wanting at the time.Zuvor genutzte Software
SysAidGründe für den Wechsel zu Freshdesk
We already have a portal in place and did not want to confuse our end users. Zendesk only allows you to have 3 layers in the KB and we did not want to have a long wall of categories.- Branche: Hausmeisterservice
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Support Detail
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.
Zuvor genutzte Software
Mojo HelpdeskGründe für den Wechsel zu Freshdesk
Easier setup Better Reporting Better Email Notification Setup Better Integration Advanced Searching Feature across tickets and tags- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Easy to setup and use. Great ticketing system
We are an MSP and Freshdesk is the core of our support business. Without it we wont be able to keep track of what work needs to be done. Our client tickets get logged on Freshdesk and assigned to technicians.
Time logs gets added, tickets get exported and processed for billing.
Any issues that we've had, we simply contacted them via in support chat and it was resolved quickly.
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)
Warum Freshdesk gewählt wurde
Easy of use and setup. No server to maintain as it is a SaaS solution.Zuvor genutzte Software
Cherwell Service ManagementGründe für den Wechsel zu Freshdesk
Enjoyed the user experience and catered for all our needs- Branche: Musik
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Great software - some bugs need fixing and could use some additional features.
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 SuiteWarum Freshdesk gewählt wurde
NetSuite is not really suitable for our needs as a support team.Gründe für den Wechsel zu Freshdesk
Price was far more affordable.
- Branche: Marketing & Werbung
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Great for a knowledge base, but doing poor on the rest
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: Hausmeisterservice
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Freshdesk makes working easier!
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.
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
JobberGründe 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.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: Selbstständig
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Far better than the rest!
I have tried and worked with various competing helpdesk software's (both SaaS and Self Hosted), but Freshdesk is simply amazing and outstanding.
I was up and running in less than 2-3 minutes. Yes, you heard it right, less than 2-3 minutes.
Vorteile
The best part I love about Freshdesk is the super fast - clean, simple, minimalistic and easy-to-use interface.
Next what impresses me is the instant help and tips across all the sections in the Admin, making it extremely easy for a layman to get started in less time and without any help and support.
Nachteile
Well, there is really nothing I don't like about Freshdesk other than a little improvement with spam handling and spammers. No doubt Freshdesk already takes care of it but slightly in a different manner.
I feel there should be an intelligent spam detection algorithm and mechanism which would send the spam tickets right into the Spam folder. Besides, creating and maintaining a common database of spammers would add even more charm to the software.
That way, an agent can further manually review the Spam tickets and deal with them accordingly.
Another slight issue is with the contact management. For any contacts that are deleted, Freshdesk marks tickets from those contacts as spam which I think is wrong. From time-to-time, the contact database increases with people contacting only once and then never turning back for years. Such contacts unnecessarily increase the burden of managing contacts and need to be deleted periodically.
Instead, Freshdesk should consider creating a special category wherein all the contacts that are marked as spam will be tagged into this category.
That way, an agent can get rid of unwanted contacts.
- Branche: E-Learning
- Unternehmensgröße: Selbstständig
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Customer Support has gone downhill, and they refuse to fix a perceived security issue.
Freshdesk is a good product. Their technical support is sporadic. Sometimes good sometimes bad. Unfortunately, it is on the downturn again.
When I first started, I had to wait days for a support question to be answered, and to contact a salesperson was almost impossible. Their phone support is unusable. It rings forever, and when you do get through since it is impossible to get through though you cannot hear them. The times I have gotten through and left a message, noone has replied to my question. When your a single person business this is frustrating,
The support became better and now it is going back downhill again. I feel I have to convince them that something is wrong.
What is most bothersome is they don't understand as a single person business I cannot spend days on a problem, and if I tell them there is an issue such as an attack on an email address, which I have no control over and they don't fix it.
Vorteile
The software has a great deal of functionality.
Nachteile
If you do not have a support email on your site, you create a support email address (which you must) on their site. You have no control over it. My account is continuously spammed. They insist the email address is my problem, but I keep telling me the email account is not on my mail server, so how can I filter it. I sent Freshdesk documentation showing the support email address is not on my mail server, but Freshdesk insists it is my email problem. Anyway, you receive lots of spam and no way of filtering it. When we first were attacked, I had over 300 spammed contacts. The other issue is a two-step process to delete the emails.
The problem could be abated by requiring any user who creates a contact on the site to verify. The problem is that some of their clients do not want this. So why not put an option that allows their clients to choose if they wish verification emails or not.
The additional issue is if someone can spam your Freshdesk site, then they think they can spam any of your sites.
- Branche: Maschinenbau oder Wirtschaftsingenieurwesen
- Unternehmensgröße: 201–500 Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Freshdesk - A Great User Experience
The Freshworks team provides a great onboarding experience as well as continued support across all of their applications. They take my feature request submissions very seriously and are always able to respond to my questions quickly and efficiently.
Vorteile
This platform is very very easy for both admins and end-users to navigate. There's always a learning curve when implementing a new system, but I had virtually no questions sent to me (an admin), the week of Go Live. The platform lays everything out in a way that is very straightforward to the end-user. From an admin perspective, my favorite thing is how easy it is to create workflow automations. I have created nearly 200 email routing rules. We have about 10 email addresses that our customers send emails to, and based on who the email is from, who the email is to, the domain of the sender address, the subject/content of an email, etc... we are able to create very specific routing rules to get the right emails to the right agents without needing to hand things off multiple times to different agents.
I also love the use of tags. For anything that doesn't have its own field (in relation to a ticket), you can just add a tag(s). These tags can be filtered on and reported on. We heavily rely on tags to identify tickets in a variety of ways.
Generally speaking, this application has significantly improved our support desk efficiency.
Nachteile
I wish that Freddy AI would look at all of the domains of the email addresses that are sent to us and would add those domains as unverified "Companies." Right now our "Companies" module is empty because it needs a data import to populate. If Freddy AI could populate this data and then have an admin verify and change the company names, that'd be ideal. I think it should work similarly to the verified and unverified contacts.
Outside of this, I really have no complaints. There are some additions to the Analytics reporting tool that they need, but this tool is still in Beta right now so I expect more features to be released throughout the year. The biggest painpoints with analytics right now is 1) I can only share a report with myself or all users. I cannot share with specific individuals or teams, and 2) there are chart-type limitations based on the data you are trying to display. One limitation is that you can only have 4 different metrics in a stacked bar chart. If you have 5 metrics you are tracking against, you are required to use a summary table or line chart.