Freshdesk

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

Ich bin sehr zufrieden mit dem Ticketsystem Freshdesk! Die Benutzeroberfläche ist übersichtlich und intuitiv, sodass man schnell in die Nutzung einsteigen kann. Besonders gut gefällt mir die Möglichkeit, verschiedene Kanäle wie E-Mail, Chat und Social Media zu integrieren und alle Anfragen zentral zu verwalten. Das System ermöglicht eine effiziente Bearbeitung und Nachverfolgung von Support-Tickets, was die Kommunikation mit unseren Kunden erheblich verbessert hat. Die Automatisierungsfunktionen sparen viel Zeit, und die Reporting-Tools liefern wertvolle Einblicke in die Performance des Support-Teams. Auch der Kundenservice von Freshdesk ist hervorragend – schnell, kompetent und stets hilfsbereit. Insgesamt eine klare Empfehlung für jedes Unternehmen, das ein leistungsfähiges und benutzerfreundliches Ticketsystem sucht!

Nachteile

Es gibt wenig negatives zu berichten. Das einzige negative, ist tatsächlich der englischsprachige Support, der tatsächlich etwas schleppend von statten geht.

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

Angenehmes Mailingtool, welches auf Ticketbasis funktioniert

Nachteile

Teils unübersichtlich, weil Mails im Verlauf doppelt angezeigt werden und nicht schön der Verlauf dargestellt ist

Vorteile

Die Verwaltung von Anfragen aus verschiedenen Kanälen wie E-Mail, Telefon, Chat und sozialen Medien in einer einzigen Plattform.
Auch die Verknüpfung mit CRM-Systemen funktioniert sehr leicht!

Nachteile

Die Benutzeroberfläche könnte weiter ausgebaut werden in Bezug auf die Anpassungsmöglichkeiten. Ansonsten ist die Software für den täglichen Gebrauch super nützlich.

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

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

Preisgünstiges Ticketsystem, viele Funktionen

Nachteile

In der kostenlosen Variante nicht viele Möglichkeiten ein Ticketfeld zu erstellen

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

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

Für die Unterstützung bei Interessenten und Kunden ein Top Tool

Nachteile

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

Vorteile

Dass Freshdesk cloudbasiert ist und leistungsstarke Lösungen bietet

Nachteile

verschiedenste Konversationen von unterschiedlichen Kanälen werden zusammengefasst

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 is a smart, easy-to-use, and intuitive business solution. The user interface is clean, which makes it easier to concentrate on giving a proper response. Smooth customer communication leads to expert support. For years, Freshdesk has been an indispensable tool for me, and I have often touted it to friends and colleagues in the business world.

Nachteile

The news that the Legacy Reports page will be removed and replaced with Analytics makes me unhappy. Some of the cool stuff in Legacy Reports isn't in Analytics yet, but I'm having a joy with that tool.

Vorteile

Freshdesk replaced our previous support solution that was not visible for our clients. The switch to Freshdesk was a very positive step as it has intuitive and user-friendly interface. It is a platform to kake it easy to manage customer support tickets in one centralized place. The automation tools allow seamless workflows that save time and boost productivity. The ability to assign tickets, set priority levels, and create custom workflows ensures that no ticket is missed. We also intergate it with our contract system, so we can imemdiately book the time spent ona ticket. We also store our knowledge base in articles in the "Solutions", which is nicely searchable.

Nachteile

One of the drawbacks of Freshdesk is that it can become quite expensive as you scale up, especially when you need advanced features that are only available in higher-tier plans. Some reporting and analytics features, while useful, could be more customizable for complex business needs. At times, it feels like there is a bit of a learning curve to fully unlock the platform's potential.

Vorteile

Interface resizes nicely for screen sharing

Nachteile

Lack of notifications, too many fields needed to be filled in to close a ticket, can only action 50 things at a time, constant ! update pop ups when nothing has actually changed

Vorteile

Wonderful Product to manage your staff bandwidth. also easy to manage and use.

Nachteile

GUI of this product, Freshdesk can better with it.

Vorteile

Robust support ticketing platform at a very competitive price. My digital agency uses Freshdesk for all our client support communication, and it's key to our communication and delivering fast, reliable support. The features I use most are the canned responses and the ability to forward emails directly to the system and create tickets that way.

Nachteile

There's nothing I don't like about Freshdesk. I guess my only complaint is that certain features are only available at the higher-paid plans, but I understand that they are a business so I understand why.

In Betracht gezogene Alternativen

Teamwork Desk und HubSpot Service Hub

Gründe für den Wechsel zu Freshdesk

The free plan at Freshdesk is robust enough for our needs, and it's very user-friendly.

Vorteile

It has a very nice UI, which greatly helps in navigating and prioritises ease of use.

Nachteile

We had some problems with Account security, but the team offered great support to resolve the issues.

In Betracht gezogene Alternativen

Naverisk und Autotask PSA

Gründe für den Wechsel zu Freshdesk

Ease of use and only required a Helpdesk for Ticketing management

Vorteile

It's very easy to use and get set up. It's massively improved our productivity.

Nachteile

Sometimes there's something you'd like to do that you'd think would be easy but turns out to not be possible. Sometimes the Freshdesk can be too simple.

Vorteile

comprehensive tool for record tickets, manage all team members at one place, customize escalation mechanism, very nice and informative dashboards showing leaders who are solving most tickets

Nachteile

making report bit complicated and required tech knowledge

In Betracht gezogene Alternativen

Odoo

Gründe für den Wechsel zu Freshdesk

already used in corporate as IT helpdesk Tool, odoo was more expensive

Vorteile

Very effective ticket management, can be integrated with a wide variety of softwares either through the marketplace or through custom SDKs. Very stable product with great customer support.

Nachteile

Pricing is a bit on the higher end and the way Automations can be created and implemented in Freshdesk is not very good when compared to other tools.

Vorteile

Good reporting features, intuitive user interface and easy setup.

Nachteile

Occasionally when generating large reports it could lag or freeze. Automations are good but somewhat basic compared to other platforms.

In Betracht gezogene Alternativen

LiveAgent

Gründe für den Wechsel zu Freshdesk

Limited reporting options compared to competitors

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

I can only speak for the features i use but i used and even pushed to use freshdesk at all my employments. I honestly don't think i could do my job as well as i do without it. The ease of use is great, the ability to see what jobs are coming in and being able to manage them is critical.

Nachteile

I do not have any cons about this product.

In Betracht gezogene Alternativen

Spiceworks Cloud Help Desk

Gründe für den Wechsel zu Freshdesk

Freshdesk have just become the norm for me. I will always recommend it because of its ease of use and features.

Vorteile

My favorite The UI and methodology behind Freshdesk make it ideal for managing and resolving customer inquiries via email. It's an indispensable piece of office equipment for handling all of your customers' questions in one place.

Nachteile

The fact that it's a fantastic resource for anyone interested in fielding consumer inquiries means that there aren't any downsides. You need only implement a method of logging in with a cell phone number.

Vorteile

The system and set up is good.
Easy to use.

Nachteile

We've had a frustrating experience with Freshdesk's customer service. Initially, we used the service for four agents, but when we reduced our team to three, Freshdesk couldn't adjust our contract until the next yearly payment cycle. They offered us a credit for the following year, but after we reduced to just one agent and informed them immediately, the credit issue became a nightmare.
Despite reaching out months before the next payment was due and forwarding their previous email confirming the credit, no one seemed to have record of it. We endured numerous calls and had no updates, with Freshdesk insisting we pay for two agents despite having only one for nearly 10 months. After escalating the issue to a manager, we still received no resolution. As a result, we had to pay for services we didn’t use and ended up discontinuing Freshdesk. We do not recommend their service due to their poor communication and inability to resolve issues.

Vorteile

Like most that the system is easy for all to use, and that it can be personalised to your company with logo etc.

Nachteile

Sometimes it can time out if you aren't quick enough which removes any request and you have to start again.

Vorteile

Extremely valuable for client assistance specialists. With the assistance of Freshdesk, I had the option to offer extraordinary client support to the clients who gave us great organization appraisals.

Nachteile

Very good quality logical elements just in beta variant

Vorteile

The best this about FreshDesk is their customer support. They are always available to help at any day or time. The tool is extremely easy to use and understand, even for people who are not in IT or Engineering.

Nachteile

There isn't anything I don't like about FreshDesk. But one thing they could improve is the ability to hide certain fields in the properties of the ticket on the agent side.

Vorteile

we love how freshdesk allows us to manage and organise our tickets for the day, we can group them, split them, merge them and assign in bulk making workload management amazing!

Nachteile

not much is included in the lower tiers you have got to go for the pro one to get the advanced automation parts.

Vorteile

Freshdesk has simplified my workflow, allowing me to easily track customer emails and cases and work with different teams using a single ticket.

Nachteile

While sending the emails to the customer, sometimes, we face text formatting issue

Vorteile

The ability to type my requests & inquiries instead of having to call or waste a lot of (otherwise valuable) time!

Nachteile

Unknown. No comments. N/A DOES NOT APPLY

Vorteile

What I like most is that I can attend to my tickets both from my cell phone and from my computer. It allows me to adapt the tool to my workspace.

Nachteile

I have no complaints about this tool currently.

Vorteile

I really liked the straightforwardness of the product. Everyone with little experience could learn it fast. SImple and easy.

Nachteile

The biggest issue was for customer support, some smaller bugs and the price. These topics could have been more user-friendly and open.

Vorteile

It is simple to communicate and engage with our customers in multiple communication channels via live chat,calls,emails and SMS using Freshdesk.It streamlines and automates customer service workflows.It handles and responds to our customers enquiries faster.

Nachteile

I lack anything to complain about this Help Desk tool.

Vorteile

The best thing is its ability to be used by any personnel, although it would be optimal if they are people with experience in customer service. On the other hand, the prices are economical, including free of charge for less than 10 users.

Nachteile

It seems to me that the software customization is a bit rigid, it does not allow many modifications like other programs. This could limit the contributors.

Vorteile

It’s an easy tool to implement and adopt. Our IT desk like the gamification element to tracking performance of dealing with tickets. It also provides the end to end ITSM capability we need to have and show to auditors.

Nachteile

Sometimes the customer service can be challenging. We have noted a slightly more sales orientated “support” approach as we enter our 3rd year to take new add-on services. Hopefully, this doesn’t continue!

Vorteile

Freshdesk is notable for its easy-to-use interface and automated features, thereby simplifying our customer support process. With a robust ticketing system of the platform, we can effectively prioritize and manage customer inquiries, thereby minimizing response time and maximizing customer statistics. I also like the integration of Freshdesk with other business tools, such as CRM systems and e-commerce platforms - which have a few details and history about customers in one place. Reporting features provide valuable insights into team performance which help us focus on further improvement in support.

Nachteile

While Freshdesk has a lot of features, somewhat it can be overwhelming to get started with the platform; especially for new team members who might take a little while to get used to all the options available. Some of the advanced customization options are slightly difficult to configure, so this may delay onboarding. Moreover, pricing becomes a factor as more features and team members are added which could become quite expensive for small businesses. However, it soon proves incredibly helpful as soon as the team acclimatizes.

Vorteile

What I like most about Freshdesk is its robust ticket tracking system, which allows team leaders to easily monitor the progress of each ticket. At the end of the year, it's also very helpful to have a clear overview of the total number of tickets resolved. Additionally, the automatic reminder feature ensures that customers are notified if they haven’t responded to our emails, which helps maintain effective communication and reduces the chances of unresolved issues

Nachteile

The only issue I've encountered is the inability to add a static email address in the CC field by default.
This has been a bit problematic, as I sometimes forget to manually add my team’s email when sending emails to customers, which can lead to missed updates

Vorteile

It's personalised reporting and filtered views across multiple different screens means that accessing the exact data on SLAs and notifications was so easy to access, regardless of how many support tickets are active.

Nachteile

It's UI is a little outdated, but it looks like they're improving that constantly.

Vorteile

We can keep track of our tickets and see them grouped in the dashboard. I can see at a glance if anything is overdue and what is actively open. I can run metrics to see how many tickets on average we get incoming per day.

The field service add on allows us to have customer sign their work order upon completion and keep track of time.

Nachteile

Certain features are not ala cart. Depending on the feature you want, you'd have to upgrade your whole plan and get even more features that you might now want.

sometimes when we are replying in a ticket, the curser jumps to the beginning. We haven't been able to figure out if its a keyboard combination or shortcut that is doing it, or something else.

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

The system is comprehensive with a lot of features and plugins

Nachteile

The setup process was painful. Call after call booked in with nothing really being achieved. We ended up figuring most things out ourselves.

Ongoing support when there are issues is painfully slow and I feel most of the guys supporting don't understand the system fully themselves

In Betracht gezogene Alternativen

Front und Zendesk Suite

Warum Freshdesk gewählt wurde

Useresponse had good software but was limited to WhatsApp integration and we use telegram which didn't work effectively. [sensitive content hidden] was particularly unhelpful when we were over charged and refused a refund even though it was a system issue. On principle we left.

Gründe für den Wechsel zu Freshdesk

Freshdesk ticked more boxes and worked better with the team. We had very specific asks around Telegram and the way our company works and this was the only product that could accommodate

Vorteile

Easy to use and customize the workflow of tickets as per your business needs.

Nachteile

Not all the customizable features are available in the lower plans (subscription).

In Betracht gezogene Alternativen

Autotask PSA und Zendesk Suite

Gründe für den Wechsel zu Freshdesk

Better pricing, workflows, automation and ease of use.

Vorteile

Freshdesk has a free plan that is very useful for our internal use. it is simple and easy to get along with

Nachteile

there is some limitations of the free plan. not major for our company

Vorteile

I like the AI that is used to route tickets and analyze the customers concerns, as well as perform repetitive tasks. The ticket merging feature helps collectively group similar concerns which makes working through them much easier and more efficient.

Nachteile

I think the user interface is not as intuitive as it could be, but that could easily be updated over time. The communication options are also slightly limited as well, but nothing that would pose an issue.

Vorteile

The ease of article and knowledge base creation and management.

Nachteile

The outdated user interface and inability to privatize articles in the knowledge base.

Vorteile

All emails were managed centrally which gave a better customer experience, it was very easy to see unanswered emails and also what other people had responded with if they were on holiday to ensure that it was a consistent response

Nachteile

the license model is very complicated that was recommended to our charity, this meant a complex mixture of varying license levels and day licenses which got difficult to manage and expensive.

Vorteile

-combine all the chanells to one place
- Turning every query into ticket
- Self help automation
- dialer integration -
- data export options

Nachteile

Nothing so far, every time i reached out to support they always proved the best possible resolution to the query. and price is little high