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: 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
- 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: 501–1.000 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Great platform for creating knowledge bases
My overall experience with PIMworks has been very good so far. The platform is filled with a lot of features
Vorteile
We primarily use freshdesk to create knowledge bases. I like the default templates that are available for creating knowledge base pages. Also, a lot of the things are customizable inside the platform which I like very much.
Nachteile
I do not have any complaints about Freshdesk. All the features are very good and the entire platform is very user friendly
- Branche: Marketing & Werbung
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
FreshDesk Review
My overall experience with Freshdesk has been great. The platform is easy to use and navigate, and provides great customer service and support. The ticketing system is very organized and efficient and the dashboard is great for keeping track of all your customer support requests. The automation and reporting tools help to streamline the process and make it easier to manage multiple customers. The integration with other tools is also helpful, allowing me to quickly connect with other systems to provide better customer service. Overall, I find Freshdesk to be a great platform for managing customer service requests.
Vorteile
I liked how easy it was to use Freshdesk. The software was intuitive, and the user interface was well designed. The customer support was also excellent. They were always available to answer questions and provide assistance. Additionally, the reporting features were comprehensive and allowed us to track customer support trends and metrics.
Nachteile
One of the biggest drawbacks of freshdesk is its lack of customizability. It can be difficult to tailor the software to meet the specific needs of different businesses, as there are limited options for customizing the interface and features. Additionally, the pricing plans can be a bit expensive for some companies, depending on the level of support they require.
- Branche: E-Learning
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Kostenlose Testversion genutzt
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Quelle der Bewertung
A Customizable Helpdesk Solution with Analytics Features, But Pricing May Be a Barrier
Overall, although my experience with Freshdesk was less than ideal, I found the platform to be a valuable tool for handling customer support problems and conversations. The fee may be prohibitive for some users, despite the usefulness of the customization choices and analytic functions. Freshdesk is worth considering if you need a helpdesk solution and are willing to spend in a comprehensive platform.
Vorteile
Freshdesk provides a user-friendly interface for organizing and managing customer support requests and messages. The platform is extremely configurable, enabling businesses to develop and automate operations to boost productivity and save time. Freshdesk offers a variety of connectors with different applications, making it simple to incorporate into your existing workflows. The reporting and analytics capabilities of the platform provide businesses with useful insights into customer support patterns and enable them to make data-driven decisions.
Nachteile
Freshdesk's price might be somewhat expensive, particularly for small enterprises and startups. The platform can occasionally be a touch cumbersome, with occasional errors or hiccups that might hinder work.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Experience The Magic of Freshdesk An Affordable Solution for Effortless CS.
Freshdesk has been a valuable asset for our company, it has helped us to solve many of our business problems and improve our customer service and support, The benefits we have realized from using Freshdesk include improved customer satisfaction, better communication and collaboration, and increased efficiency and productivity.
Vorteile
Our company has been using Freshdesk for a while now, and overall, we have had a positive experience with the software, Here are some of the things that we liked most about Freshdesk:- Comprehensive and Impactful Features, Freshdesk offers a wide range of features, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, These features have been very impactful for our business and have greatly improved our customer service and support.- Easy integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort.
Nachteile
Some of the features in Freshdesk are less customizable and difficult to tailor to our specific needs, Also remote access and control feature is limited and not as robust as we would like.
Gründe für den Wechsel zu Freshdesk
After evaluating a number of alternative products, we ultimately chose Freshdesk because it offered the best combination of features, pricing, and overall user experience for our company, Freshdesk offers a wide range of features that are tailored to our specific needs, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, Also Freshdesk is more customizable as compared to other products we evaluated.Freshdesk's integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort, and this was a major factor in our decision to choose Freshdesk. Cost-Effective: Freshdesk's pricing plans were more cost-effective than some of the other alternative products we considered, which was an important factor for our organization. Positive User Experience: Our team had a positive experience during the evaluation process and we found Freshdesk to be user-friendly, which was also an important factor for our organization.- Branche: Kosmetik
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
A Complete Customer Service Solution
Freshdesk has been a great help in managing customer service requests efficiently and effectively. Its flexibility allows businesses to customize the platform to meet their specific needs.
Vorteile
Freshdesk offers an extensive feature set, including multi-channel support, automation, and reporting.
Nachteile
Freshdesk can be slow at times, and better integration with other programs would be beneficial.
- Branche: Bildungsmanagement
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Fresh Desk is the best.
Help me complete many projects for my clients like never before
Vorteile
This software helps me fast tracking my projects and is very easy to use. I like most about this software because of the mobile app.
Nachteile
The current feature is more better. Easy to use and very fast
- Branche: Sportartikel
- Unternehmensgröße: 201–500 Mitarbeiter
- Wöchentlich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Quite good, but too expensive compared to the competition
Well, quite good, but too expensive. Especially if you compare it with the competition for knowledge management.
Vorteile
The software was easy to install and the operation was also simple. I liked the knowledge management very much.
Nachteile
The software was very expensive. It worked for knowledge management, but it was too expensive. We did not like the ticketing functionality at all.
In Betracht gezogene Alternativen
Zendesk SuiteGründe für den Wechsel zu Freshdesk
We were actually just looking for a solution for knowledge management. Other solutions were too bloated.- Branche: Elektrische/elektronische Fertigung
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Freshdesk Review by Andrea, Experienced Engineer
Freshdesk has been a valuable asset for our customer support team. It has streamlined our processes and improved our efficiency.
Vorteile
Freshdesk provides an easy-to-use platform for managing customer support. The UI is intuitive and the variety of features such as multi-channel support, automation, and reporting make it a comprehensive solution.
Nachteile
The platform can be a bit slow at times and the integration with other tools could be improved.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Freshdesk Support Desk - blessing in disguise
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

- Branche: Computer-Hardware
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
A perfect solution for SMEs
We used Freshdesk to provide a ticketing system to manage and prioritise the support and product enquiries from our customers. It also provided us with a Customer Portal to allow customers to access a knowledgebase for self-help and to submit/view tickets. Our experience was positive, with good support when we needed it.
Vorteile
Freshdesk is quick and straightforward to set up/deploy, with easy integration into Office 365 mailboxes and forwarding options for other providers. It provides a rich feature set for a reasonable cost per technician when compared to some other brands' offerings.
Nachteile
There was not much to dislike about the Freshdesk solution, but the cost can start to increase substantially if you have more than 3 or 4 technicians and if you need to support multiple brands via the helpdesk.

- Branche: Unternehmensberatung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Great ticket management software
I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.
Vorteile
FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.
Nachteile
The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.
Warum Freshdesk gewählt wurde
We needed a better way to support our clients and SLAs and time tracking where urgent.Zuvor genutzte Software
TrelloGründe für den Wechsel zu Freshdesk
Cost +features and it should cover the most important requirements we had at the time.
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
A Fresh Start to Better Customer/Issue Tracking
We needed to migrate from a support solution that was bought out by Microsoft. Microsoft CRM Dynamics was too expensive, so we reviewed over a dozen solution providers. The Freshworks team worked with us to ensure we had a successful implementation (3 months - part time). They were also very receptive to our feedback and have incorporated those ideas into Freshdesk. We just got done adding another SSL certificate for our latest product's portal. The support team came through again with flying colors!
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.
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.- Branche: Finanzdienstleistungen
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Kostenlose Testversion genutzt
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Quelle der Bewertung
Simple and Intuitive
We decided to try this out as our ticketing solution and were very impressed. Packed with features even at the lower tiers. At the lowest priced tier we're able to integrate Microsoft Teams and VSTS/Azure DevOps which is huge for us. The features are also very organized so the admin page doesn't have 200+ options to skim through.
Vorteile
FreshDesk has found a way to offer similar options without cluttering your screen with unnecessary options. You're able to expand on your options with custom fields/tags/etc but the basics cover most scenarios.
My favorite feature though is how easy it is to update a ticket department/agent/status. You can do it from the ticket view screen that lists all your tickets. Why is no one else doing this? Seems obvious now that I'm using it ha, it's even available on the phone app, big time-saver.
It really seems like a lot of thought was put into creating this product.
Nachteile
One thing I really didn't like is the table view for tickets. I have large monitors and this doesn't expand the width so I end up with a bunch of empty space to each side of the table. You can change the Layout and the Card view helps, but I prefer the consolidated table view, but not if I have to scroll to the right with empty space on the page that could've been used.
Another thing I noticed that could improve is the options for the email. Our previous solution would create the ticket and move the email from the inbox to our archive folder so we keep a history in a second place. FreshDesk currently as of 2019 only has the option to delete or leave the emails there. Not that big of a deal, but would be nice.
In Betracht gezogene Alternativen
ServiceNow Customer Service Management, ManageEngine ServiceDesk Plus und SolarWinds Service DeskWarum Freshdesk gewählt wurde
Cost and reliability. Previous solution was buggy and we were using it because it was free. Once they switched to a licensing model, we expect higher quality when paying.Gründe für den Wechsel zu Freshdesk
Easier integration with Teams/Azure DevOps. Cost did not include a lot of features we don't use as we're a small company. With the smaller tier we're getting what we need at a low price. More than we need really.- Branche: 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: 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: Bildungsmanagement
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
A Fresh Approach to Ticketing
FreshDesk is a great ticketing system.
We use FreshDesk to support all the schools in our school district.
Integration with Google (SSO, profile info, etc) works wonderfully.
Knowledge base Articles are great. If we had to do it all over again, we would pick FreshDesk again.
Our users love FreshDesk, they often comment how easy it is to place a ticket.
Vorteile
Modern, Elegant, Google Integrated, Nice iOS & Android Apps, Intuitive. Lots of useful features. (Merging tickets, Splitting tickets, Tags for tickets, KB Articles, Teams, Chat, etc) Nifty videos even at the end of the year. Service up-time is great (I don't think we've ever noticed an outage). Knowledge base Articles are great.
Nachteile
Plans & pricing are a bit annoying. You have to pick from useful features or unnecessary cost for things that should be included without an up charge to a higher plan.
Sales, Support, Development, Billing, basically EVERYTHING, is in India, which isn't by itself bad, and for Freshdesk's part, it's much better than most India based support... But, if you open a ticket about billing, it can be months (literally months) before your issue is resolved.
There are some design flaws with the product, and while you're told changes will be considered, they seldom are - FreshDesk has their own agenda, and your feedback isn't all that important in the development. It would be nice to see the company track, implement, and report back when feedback is actually taken, and this would be nice if it was done in a timely manner, but that doesn't happen.
Some features are a bit confusing to set up and have silly names (Observer & Dispatcher) -- an outside has no idea what those features do, and even after using FreshDesk for a years, it's still a bit opaque.
The concept of ticket fields vs user fields can be a bit annoying.
There are little refinements that are lacking (email alerts that are not as good as they should be, etc).
- Branche: Computer-Software
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Best customer self-service software in 2023
Freshdesk is an easy-to-use customer support platform that enables support teams to effectively manage customer requests via multiple channels, such as email, live chat, social media and phone calls. Freshdesk features include ticket management, knowledge management, reporting and analytics, as well as customisation of the user interface to meet your specific business needs.Users generally appreciate the ease of use of Freshdesk, as well as the ability to customise the platform to their specific needs. In addition, the user interface is intuitive and easy to navigate, making it easy to manage customer requests.However, as with any software platform, there may be potential challenges or issues encountered when using Freshdesk, such as system stability issues or high fees to access the platform's full functionality. It is important to take these factors into account when evaluating the overall experience of using Freshdesk.
Vorteile
Ticket management: Freshdesk provides an intuitive interface for ticket management, allowing customer support agents to easily track, prioritize and resolve customer requests efficiently.Automation: Freshdesk offers automation features to streamline work processes, reducing errors and improving efficiency.Customisation: Freshdesk allows full customisation of the user interface, views, workflows and reports, enabling users to create specific workflows tailored to their needs.Integrations: Freshdesk offers a range of integrations with popular third-party applications such as Salesforce, Shopify and Slack, allowing users to easily connect their customer support system with other tools.Analysis and reporting: Freshdesk provides detailed reporting and analysis of customer support performance, allowing users to track key performance indicators and identify areas for improvement.
Nachteile
System stability problems: some users may have experienced system stability problems or downtime, which may adversely affect their ability to provide effective customer support.
- Branche: Verbraucherdienste
- Unternehmensgröße: Selbstständig
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Freshdesk is a cloud-based customer support software.
I was really impressed with the customer service offered by Freshdesk. It was very fast and efficient and I never had to wait long for a response. The support team was always polite and helpful, and they always seemed to know exactly what I was asking.I was also really happy with the way my issues were resolved. The team was always able to find a solution that suited me, and they always made sure that I was happy with the outcome.Overall, I was really happy with my experience with Freshdesk and I would definitely recommend it to others.I have to say that I'm a huge fan of Freshdesk. It's been a great tool for my business and I've had no problems with it. That being said, there are some limitations to using it.One of the biggest limitations is the fact that you can't really manage your customer's data. If you have a lot of customers, it can be difficult to keep track of their information. You also can't really automate any processes or workflows with Freshdesk.Overall, I'm happy with my experience using Freshdesk and I would definitely recommend it to others.Freshdesk is an amazing customer service software. I've used a few different customer service software in the past and I have to say that Freshdesk is the best one I've used. The features are amazing and the customer support is second to none. I've never had to wait more than a few minutes for a response to my queries.
Vorteile
I was really excited to start using Freshdesk. I had been using a different customer service software for years, and I was looking to switch over to a new platform. I was impressed with the features Freshdesk offered. The software is user-friendly and has a lot of features that make it easy to manage customer interactions. The customer support team is also great. They are always available to help and they are quick to respond to requests. Overall, I was really happy with my experience using Freshdesk and I would recommend it to other businesses.I have been using Freshdesk for the past 6 months. Overall, I have been very happy with the service. The support team is always available and they are quick to respond to any issues. The software is easy to use and the design is great. I would definitely recommend Freshdesk to anyone looking for a customer service solution.What are the benefits of using Freshdesk?I have been using Freshdesk for a little under a year now, and I have to say, it has been one of the best decisions I have ever made. Freshdesk has helped me to streamline my workflows, keep track of my customers' issues, and even assign tasks to my employees.I use Freshdesk to manage my customer support, and I have to say, it has been a great experience. Freshdesk provides me with a dashboard that shows me all the customer complaints, issues, and requests.
Nachteile
I have to say that I'm a huge fan of Freshdesk. It's been a great tool for my business and I've had no problems with it. That being said, there are some limitations to using it.One of the biggest limitations is the fact that you can't really manage your customer's data. If you have a lot of customers, it can be difficult to keep track of their information. You also can't really automate any processes or workflows with Freshdesk.Overall, I'm happy with my experience using Freshdesk and I would definitely recommend it to others.Freshdesk is an amazing customer service software. I've used a few different customer service software in the past and I have to say that Freshdesk is the best one I've used. The features are amazing and the customer support is second to none. I've never had to wait more than a few minutes for a response to my queries. The only downside I can think of is that it can be a little pricey compared to some of the other customer service software out there.
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Best Helpdesk Application for your Money
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 ;-).

- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Freshdesk can help you manage & grow your MSP business
Freshdesk helped BootUp LLC to get on top of their user help desk support problems, and this NYC-based MSP is now poised to grow its client base by hiring more technical staff and expanding its support offerings. Our collective experience with Freshdesk has been extremely positive, and we recommend it wholeheartedly!
Vorteile
Freshdesk enables your clients to create their own help desk request tickets, track their ticket's progress, add notes & comments along the way, and decide when to mark each ticket as Done. Once you know what the solutions to their most common problems are, you can post self-service procedures for the easy ones that they can handle themselves - thus freeing you from unnecessary remote support or onsite support events. Use the built in ticket timers, and you have a way to capture the data for your Time & Billing system. And you can build your user community with a built-in user forum and links to your social media accounts. Help desk managers can spot check the Dashboard and see at a glance how many & which tickets are unresolved, overdue, due today, unassigned, or on hold pending various 3 party issues. All of these features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians.
Pair Freshdesk with Teamviewer Corporate and you have a powerful Help Desk with one click remote support connectivity to any PC at any client location anywhere. Now you can deliver quality support with fewer truck rolls!
Nachteile
My only real problem had to do with Notification Alert Sounds. I wanted a way to use different new ticket alert sounds depending upon with the client, priority or assigned to me status so that I could walk away from my workstation and do other work in the computer lab but get a loud sound alert for critical new help desk tickets. A prompt response from the Freshdesk support team let me know that none of the major browsers support custom notification sounds in their API's, so there is no way to implement this at this time. (Hey Google Chrome & Microsoft IE teams: how about custom notification sounds in the next update release? Very useful for advanced users!)

- Branche: E-Learning
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Fresh as its name suggests
Fresh, intuitive, and a must-have tool for any helpdesk team. Freshdesk has helped improve helpdesk staff productivity, efficiency, as well as customer and top-level satisfaction.
Vorteile
Freshdesk gives us a fresh take on getting helpdesk support and updates. First of all, I love the fresh look and user interface. It is friendly and easy to create tickets and revisit the portal to get status updates.
It acts as a centralized hub for our support team in terms of collating all helpdesk items from multiple channels like email, voice calls, chat, etc. It is also easy to see who is assigned/acting on a ticket in order to avoid two staff working on the same ticket (too many cooks spoil the broth). Canned responses is also great since it saves us time from re-composing the same incident resolution for recurring problems (like the common concern of password reset, network/account access..etc).
Another thing is the reporting power of Freshdesk. We can churn out the performance levels of each helpdesk staff, even for the whole department. We can also generate reports to see the most frequent person/departments who request a lot of support, or which incidents turn out to be problems and for possible root cause analysis and resolution.
One more thing, is the all-important Service Level Management (SLA) which can be set up and managed well from within Freshdesk. SLA Performance reports can be easily downloaded and intuitive enough to be used for future IT strategy and planning.
Nachteile
The notifications can be a powerful tool for reminding the staff or triggering an action, however, Freshdesk can sometimes tend to flood the staff with all these notifications for example if a person is assigned a ticket and is also part of a group, the email sends at least twice. We'll have to look into how the setup for notifications can be more optimized.
- Branche: Hochschulbildung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Great tool, even at the lower price tiers
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.