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3151 Bewertungen
- Branche: Bildungsmanagement
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Einfach Implementierung und Top Service
Bewertet am 14.6.2021
Wir nutzen Freshdesk für unseren Service, da wir vorher alles über Outlook beantwortet haben. Da...
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
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
Hilfreiche Kundendienstsoftware und auch flexibel beim Nutzen
Bewertet am 20.4.2023
Sehr Hilfreich und es ist noch gut zu empfehlen
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: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
Freshdesk eine Effiziente Kundenbetreuung
Bewertet am 22.9.2023
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
- Branche: Psychische Gesundheitsfürsorge
- Unternehmensgröße: 501–1 000 Mitarbeiter
- Wöchentlich für 1-5 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Meine Erfahrungen mit Freshdesk
Bewertet am 10.3.2023
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
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 6.0 /10
Wichtiges Tool für Unternehmer
Bewertet am 11.2.2023
Bekomme positive Rückmeldung meiner Kunden und das ist ausschlaggebend.
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: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
A Fresh Start to Better Customer/Issue Tracking
Bewertet am 31.12.2019
We needed to migrate from a support solution that was bought out by Microsoft. Microsoft CRM...
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: Informationstechnologie & -dienste
- Unternehmensgröße: 10 000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
It has many functions like ticket management
Bewertet am 17.3.2023
Intuitive interface that can greatly aid businesses in providing superior customer service. It...
Intuitive interface that can greatly aid businesses in providing superior customer service. It supports a plethora of functions, such as ticket tracking, sales funnel management, task tracking, service history, etc. Tracking and responding to tickets is simple. In addition, it has numerous tools for reporting and analysis.
Vorteile
Small and medium-sized enterprises (SMEs) stand to gain a lot from using Freshdesk. If you ever have a problem, their customer service is top notch. All in all, we were pleased with Freshdesk during our time working with them. Our primary motivation for using the ticketing system was for support purposes.
Nachteile
Occasionally, it might be a difficult process to integrate the new system with the old one, and some functions, like ticket forms, have relatively less room for personalization. There are few possibilities for creating reports.
- Branche: Einzelhandel
- Unternehmensgröße: 201–500 Mitarbeiter
- Wöchentlich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Recommended as an alternative option to Zendesk
Bewertet am 17.8.2023
Overall we're happy with Freshdesk and have been using it for about five years now.
Overall we're happy with Freshdesk and have been using it for about five years now.
Vorteile
Good automation features to help with helpdesk performance. Good support from India. New features coming quite frequently
Nachteile
Cheaper plans have quite limited features. Some minor usability issues
In Betracht gezogene Alternativen
Zendesk SuiteGründe für den Wechsel zu Freshdesk
Some of the gamification features and overall feeling during the sales process. Features are very similar.- Branche: Design
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 2.0 /10
Lacking rudimentary filter/show by date range feature, terrible for recordkeeping
Bewertet am 7.10.2020
Mediocre at best - it does what every other support desk system does - assign & distribute tickets,...
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.
Vorteile
For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING.
To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period.
If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe.
If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8!
Nachteile
The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"?
Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS.
- Branche: Bibliotheken
- Unternehmensgröße: 51–200 Mitarbeiter
- Wöchentlich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
8 Years of FreshDesk
Bewertet am 8.6.2023
FreshDesk was an easy to impliment service that empowered our end users and staff to engage the IT...
FreshDesk was an easy to impliment service that empowered our end users and staff to engage the IT Ops and ask other administrative questions effortlessly. Allowing better communication throughout our organization.
Vorteile
The administrative settings are among my favorite aspects of using FreshDesk. Allowing granular control of many features without being overwhelming. Being able to create rules for incoming tickets is an intuitive experiece and initially integrating FreshDesk was an easy experience.
Nachteile
I can't think of any cons, FreshDesk services and features are above and beyond what I would expect for a product that has a free tier that is feature rich.
In Betracht gezogene Alternativen
Zendesk SuiteGründe für den Wechsel zu Freshdesk
There was no reason to switch, FreshDesk fullfilled all requirements and continues to improve on the experience.- Branche: Personalwesen
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 1-5 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Customer service
Bewertet am 27.8.2023
I use it for sending newsletters and also promoting my business through campaigning and creating...
I use it for sending newsletters and also promoting my business through campaigning and creating customer chat room
Vorteile
It has an application which fits on a mobile and of different versions and works as that one of the desktop.
Nachteile
Fresh desk is a home for customer care and also patient support.
- Branche: Bekleidung & Mode
- Unternehmensgröße: 501–1 000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Weiterempfehlungsquote 9.0 /10
User friendly interface
Bewertet am 8.8.2023
Overall my experience with Freshdesk was wonderful as it has minimised lots of work and report was...
Overall my experience with Freshdesk was wonderful as it has minimised lots of work and report was good.
Vorteile
Cloud-based customer service softwareUser friendlycan use the same interface for calls, chats and emailsThe report is very preciseSupport available via chat SSL encryption available
Nachteile
You need to set rules to get the reports which is complex and confusingThe dashboard is good but needs to have a little changeFacebook comments does not land into chats
In Betracht gezogene Alternativen
Zendesk SuiteWarum Freshdesk gewählt wurde
Not compactable with Facebook and InstagramGründe für den Wechsel zu Freshdesk
Zendesk was quiet expensive- Branche: Essen & Trinken
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Freshdesk is really worth
Bewertet am 8.8.2023
Vorteile
The reportings and the analytics are a plus on top of the ease for advisors. Plus their support is awesome.
Nachteile
Integrations with TP tools or websites is weak compared to other CRM's
In Betracht gezogene Alternativen
Zendesk SuiteWarum Freshdesk gewählt wurde
freshdesk was way betterGründe für den Wechsel zu Freshdesk
The ease and features- Branche: Non-Profit-Organisation Management
- Unternehmensgröße: 1 001–5 000 Mitarbeiter
- Wöchentlich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Freshdesk fab for member management
Bewertet am 4.9.2023
We started using Freshdesk in 2020 when we needed a tech based solution to fielding a number of...
We started using Freshdesk in 2020 when we needed a tech based solution to fielding a number of enquiries relating to COVID in the workplace.Freshdesk was easy to set-up and we had a system in place in a matter of days with users assigned to different levels of permissions.It meant that we were able to respond quickly and effectively to thousands of enquiries that otherwise would have been chaos on a shared outlook inbox.
Vorteile
The ability to set up “canned responses” was so useful for us as an organisation as we were able to set up draft replies to common questions making our response time even better.I also like the automations and rules that you can set up to do X Id Y happens. Finally, being able to automatically create tickets from an email address on our domain proved super useful and meant our members received a more personal level of response.
Nachteile
We had a bit of trouble trying to contact customer support for a billing enquiry. It’s not always easy to get help using the system, which is slightly ironic given the product!For the most part it’s
- Branche: Buchhaltung
- Unternehmensgröße: 1 001–5 000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
High quality in providing solutions and often inexpensive.
Bewertet am 25.8.2023
A program that helps you to prepare multiple bases and is not expensive for money, as you can...
A program that helps you to prepare multiple bases and is not expensive for money, as you can create several modern models using its distinctive features
Vorteile
It is an inexpensive program and helps to provide solutions across several websites and their supporters.
Nachteile
It is not expensive to upgrade, and it contains several distinct tools and is easy to use than others
- Branche: Computer-Software
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 1-5 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
It's good enough, but some features are lackluster, too expensive or missing
Bewertet am 12.4.2020
You'd think that 400M of total investments gets you an insanely good piece of software. It does...
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.
Vorteile
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.
Nachteile
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.
Gründe für den Wechsel zu Freshdesk
As you see above, there are quite a few drawbacks. None of these was a deal-breaker for me, but they do seem to be rather arbitrarily set limitations to get customers to upgrade to more expensive tiers of support. Ultimately, the deciding factor was the ease with which to integrate Freshdesk over their API with other tools that we use. Compared to the others: Zoho Desk's API was almost as bad as their customer support, but their ticket workflow options are far superior to Freshdesk. Happy Fox came close, but their API had a severe limitation for us as they only allow one specific status to create tickets with, which didn't work for our use case. Otherwise, we would've picked that. Zammad did not support multiple email inboxes at the time we tried it. Kayako did not leave a lasting impression. Deskpro was for the longest time the forerunner, as we really would've liked a self-hosted tool. Their user interface is not as slick as the one from Freshdesk (or any of the others, really) and I don't like how they handle workflow status, but their support team was *by far* the best of them all. Unfortunately, we didn't get the self-hosted option to run reliable in our environment. And while their API outshines everybody else's we tried their GUI was a bit too clunky and cluttered for our taste. I'll definitely will keep an eye on them and check back how they improve.
- Branche: Marketing & Werbung
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 1.0 /10
Great for a knowledge base, but doing poor on the rest
Bewertet am 14.9.2022
Overall, the experience was below what I expected. We were sold the world for this product on how...
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: Marketing & Werbung
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
FreshDesk Review
Bewertet am 11.2.2023
My overall experience with Freshdesk has been great. The platform is easy to use and navigate, and...
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: Informationstechnologie & -dienste
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 1-5 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Very happy with this purchase
Bewertet am 29.11.2019
I am currently the only person responsible for customer support in a small company. Freshdesk made...
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: Architektur & Planung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 1.0 /10
You're on your own
Bewertet am 23.11.2019
Vorteile
The platform is relatively user friendly and has a sufficient number of features to work well.
Nachteile
Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN.
Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'.
Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.
Gründe für den Wechsel zu Freshdesk
Lower cost of entry and good usability allowed us to learn how to incorporate help desk capabilities into our business model without paying high initial fees before value was realized.- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Experience The Magic of Freshdesk An Affordable Solution for Effortless CS.
Bewertet am 20.1.2023
Freshdesk has been a valuable asset for our company, it has helped us to solve many of our business...
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: Informationstechnologie & -dienste
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Best Email Ticketing System out there
Bewertet am 6.12.2019
We have been able to be more responsive to our customers while maintaining high data integrity...
We have been able to be more responsive to our customers while maintaining high data integrity across our whole business. The team is able to 'chat' in real time with each other about an individual ticket without confusion and the ability for us all to be 'in' the ticket at the same time to see what is going on. The transparency of our interaction with our customers also mean we can address team training needs and discover any shortfalls of our customer service quickly, confidently and positively.
Vorteile
The ease of use and the overall look and feel of the experience for the team and our customers.
Nachteile
We are sometimes limited with our ability to search however this is more about how we use it and not the software itself. We are heavily reliant on our customers sending queries with quality subjects in their emails and due to how generic they are, the amount of queries we receive and the limitations we put on the team to tag/identify can give us high numbers of returns during a search.
In Betracht gezogene Alternativen
Zendesk SuiteWarum Freshdesk gewählt wurde
We lost access to the system during a company buy out. We were also changing our team structure so needed something more flexible and robust.Gründe für den Wechsel zu Freshdesk
Better features including customisation. The team at FreshDesk were also amazing to work with - addressing all of our queries and even working on our needs to ensure they could be addressed before we signed.- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Easy to setup and use. Great ticketing system
Bewertet am 11.10.2019
We are an MSP and Freshdesk is the core of our support business. Without it we wont be able to keep...
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: Konsumgüter
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Very happy with Freshdesk
Bewertet am 10.12.2019
We are a distribution company that imports several US and European brands into Canada. We manage...
We are a distribution company that imports several US and European brands into Canada. We manage the customer service inquiries for all these brands for Canadian customers and retailers. We were previously using Outlook inboxes but that became too cumbersome. Freshdesk has allowed us to feed all inquiries to one place while still maintaining our separate brands and automatically routing tickets to the appropriate customer services team. Our workflows are more efficient and customers are easier to track.
Vorteile
Freshdesk is extremely easy to implement and the ability to customize experience, workflow, automations, users, and more allows us to optimize for our business needs. The onboarding and customer support has been very knowledgeable and friendly. The software offers excellent value for what you pay. Everything we need for our medium-sized company is in the plan we've chosen and as our needs grow their higher tier plans look like they will grow along with us. We also chose this software because it integrates with their Freshchat solution.
Nachteile
There are a few automations & rules that are pre-built into the software that didn't fit into our business workflow. But we easily adjusted them to fit our needs.
In Betracht gezogene Alternativen
Zendesk SuiteWarum Freshdesk gewählt wurde
To improve efficiencies and better track agent performanceZuvor genutzte Software
Microsoft 365Gründe für den Wechsel zu Freshdesk
Freshdesk capabilities and features are very comparable with Zendesk's and at a lower price point.- Branche: Design
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 0.0 /10
Good Software, Bad Marketing. Bait-and-Switch (beware)
Bewertet am 18.8.2020
While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising...
While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature, and link you to a page that isn't linked to from anywhere on their site: freshdesk.com/helpdesk-features, as justification.
As an example, $15/agent/month includes, "SLA Management," which is described from their features page as including every SLA feature, including basic things like SLA email notifications, reminders, escalation policies. You know, what anyone would think of as "SLA Management." However, none of those features are actually included in that price plan. To even get email notifications of SLA violations, or have your SLA respect office hours, you'll have to pay $50/agent/month. Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
Vorteile
Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.
Nachteile
Features listed as included in lower tiers on their pricing page, are not actually included until much higher tiers. See: https://freshdesk.com/helpdesk-features for the real breakdown. Freshdesk has no links to that page, and you'll only get it if you ask about a missing feature in their support portal.