Freshdesk ist ein Helpdesk-System und eine Kundenservice-Lösung, die den Kundenservice für dein Team vereinfacht und ihm hilft, ein großartiges Kundenerlebnis zu bieten.
Durch die Rationalisierung von Kundengesprächen über mehrere Kanäle hinweg bietet Freshdesk Mitarbeitenden eine einfache Möglichkeit, Kundengespräche kanalübergreifend von einer Seite aus zu führen und zu verwalten. Workflows können individuell angepasst und automatisiert werden, was Mitarbeitende dabei unterstützt, einen außergewöhnlichen Kundenservice zu bieten.
Freshdesk ist nutzerfreundlich, intuitiv und skalierbar für Unternehmen jeder Größe. Über 150.000 Unternehmen, darunter Bridgestone, HP, Harvard University und DHL, verlassen sich auf Freshdesk, um ihre Kundenserviceanforderungen zu erfüllen.
Neal J. Branche: Computer- & Netzwerksicherheit Mitarbeiteranzahl: 2-10 Mitarbeiter
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.
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
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
Viktoria J. Branche: Informationstechnologie & -dienste Mitarbeiteranzahl: 2-10 Mitarbeiter
We used it for daily customer service contact and it was great. It was great for assigning
Freshdesk is an amazing solution that made my daily life easier. I used it as a part of my work as a customer service agent and it helped go through the tickets quickly and efficiently. Mostly I loved how easy it made for me to track the previous interactions with the customer and how efficient it made me.
We tried the call centre as well, but that did not work so well. We had calls drop randomly after a few seconds so we stopped using that feature.
Jeff K. Branche: Design Mitarbeiteranzahl: 2-10 Mitarbeiter
Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this.
For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING.
To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period.
If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe.
If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8!
The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"?
Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS.
Verifizierter Rezensent Branche: Maschinenbau oder Wirtschaftsingenieurwesen Mitarbeiteranzahl: 11-50 Mitarbeiter
We lover FreshDesk and expanding to the other FreshService addons.
We use FreshDesk Daily for customer support and issue tracking. We are able to track our customers and teams progress. Plus it started our free and there was a chance to learn and implement it into our daily routine and now we are paying for more features.
There are a few oddities about how tickets are made and some back scripting that needed to be done to notify team members. Overall the service works.
Verifizierter Rezensent Branche: Computer-Software Mitarbeiteranzahl: 2-10 Mitarbeiter
You'd think that 400M of total investments gets you an insanely good piece of software. It does not.
Freshdesk was a huge step up from the tool we used previously and has some nice features. It's disappointing that some of the features are lackluster implemented or missing altogether or require you to purchase a higher tier license - just to maybe get one more feature out of a whole bundle you won't need.
That's not a stand-alone issue in this industry, but it's extra disappointing if you come across a promising tool that just can't go that extra mile.
It's quickly set up and you'll be working with it in no time, especially when you start from scratch and don't need to import (a lot).
As you work more with it, you'll run into a few issues that you'll have to adjust to. Most of it isn't major, it's just these little things that would turn it into a great tool. So without them, it's "only" good.
There are a few nice features when it comes to automation.
There's quite a few things I find annoying. None of them are bad enough to stop using Freshdesk altogether, but they're annoying.
In no particular order:
- There's no default ticket view for users, information like this is stored in cookies - and lost when a user needs to delete their cookies for one reason or the other.
- Ticket list can be filtered by various criteria, those filters can be saved. But columns are set once, regardless of views. So you can't have different ticket lists where one shows the priority and the other does not for example.
- Speaking of lists: They are hard coded only for contacts and companies.
- The API uses base auth with a very simple password.
- Automations are limited in scope and the rules need to be set up very, very carefully to make sure they don't interefere with each other.
- If you want to change basic SLAs, you need to upgrade to the higher tiers.
- If you want to have different Notification emails per group or type, you need to handle them in Automations (with less formating options) and not via the Email Notification Templates.
- Some things are dictated by the system and can't be changed or turned off: Some notifications, some columns in the ticket views, for example.
- Status codes are shared across different groups and/or products. So if you need a "Pending Approval" status for your Changes, you will have it in Incidents, too.