Freshdesk Erfahrungen

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.

Das einzige negative war, dass die Testumgebung nur beim teuersten Paket enthalten ist.

Dass Freshdesk cloudbasiert ist und leistungsstarke Lösungen bietet

verschiedenste Konversationen von unterschiedlichen Kanälen werden zusammengefasst

Für die Unterstützung bei Interessenten und Kunden ein Top Tool

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

1. User-Friendly Interface2. Multichannel Support3. Multiple Integrations

1. Limited Customisation2. Steep Learning Curve

FreshDesk is Very user friendly tool which has highly customisable environment.

It could be difficult for MSPs to manage multiple clients on single platform.

That we can logged the ticket via email also and all the feature are in freshdesk only. we didn't purchase any other software for inventory also as we as for remote also. I like the Dashboard also i can see the location wise ticket easily.

I didn't like the Inventory part. why is so messy. When we pull out the inventory is not shown properly lots of data is showing miss match and sometime, we cant even edit the also. please make it simple.

It is very customizable and has many options but in my opinion the best are the recursive tickets as it allows us to manage repetitive tasks.

The price of licenses per user is quite high.

Easy to use: Freshdesk is designed for easy usability and provides an intuitive user interface that makes it simple to get up and running quickly, even if you have no previous experience with support software. Automation capabilities: Freshdesk automates many of the customer service processes like ticket creation, ticket routing, and more so that your team can spend less time managing tickets and more time engaging with customers.Comprehensive reporting tools: Freshdesk's reporting features provide comprehensive insights into customer engagement trends, ongoing issues, broker productivity, response times etc., enabling you to identify areas for improvement. Numerous integration options: With its large number of integrations available through the App Marketplace and API library, Freshdesk offers a degree of customization not found in most customer support solutions on the market today. Great value pricing plans: One of the best things about FreshDesk is its competitive price tag; depending on which plan you choose there are plenty of features while remaining cost-effective – making it a great choice for small businesses as well as larger enterprises alike!"

It is cost effective compared to other CRMs in the market and provides flexible pricing plans with multiple users per account at no additional costs .

Comprehensive solution for customer support, with features including ticketing system, help desk portal, knowledge base, automation and analytics. Features include task creation & assignment, drag & drop organization for easy sorting & prioritization, filter options for quick searches & reports based on current status or due date range and an activity log to monitor user actions within the platform. We can customize the system according to your organizational needsEasy to use with a modern design and intuitive user interface. Extensive integration capabilities allowing you to connect Freshdesk with other business systems like Zendesk and Salesforce. It has a wide range of pricing plans available for businesses at every size or budget. Good customer service – their team is always responsive and helpful in finding solutions to any issue you might encounter.

No major issue found. Limited customization options – while there are plenty of customization options available within the software itself, it’s not possible to add custom code or scripts outside of these settings

As a user of Freshdesk, here are some of the things I would like most about the software:Ease of Use: Freshdesk is user-friendly and easy to navigate, which makes it simple for salespeople to manage customer inquiries and resolve issues.Integration: Freshdesk integrates well with other systems and processes, allowing for seamless and efficient management of customer interactions.Call Monitoring: Freshdesk's call monitoring capabilities provide valuable insights into the performance of customer service operations and allow for continuous improvement.Customer Support: Freshdesk offers excellent customer support, helping users to resolve any issues and maximize the benefits of the software.Reporting and Analytics: Freshdesk provides a range of reporting and analytics tools, allowing users to monitor key metrics and measure the effectiveness of their customer service operations.

As a user of Freshdesk, here are some of the things I would like least about the software:Limited Customization: Freshdesk has limited customization options, which can make it challenging for users to fully personalize the software to meet their unique needs.Steep Learning Curve: Freshdesk can have a steep learning curve, especially for users who are new to customer service software. This can make it difficult for some users to quickly become proficient in using the software.Pricing: Freshdesk's pricing can be relatively high compared to some other customer service software solutions on the market, which can be a concern for businesses operating on a tight budget.

As we grew, we upgraded and now have multi-country and multi-country email capabilities. This makes routing support inquiries to the right team member very easy. Solutions pages are very easy to create and can provide a wealth of information to your user base. If you already have user guides, you can manage them on the Solutions page, providing you with a basic knowledge base. Freshdesk's primary role as a central email support tool is its key strength.

There is multilingual support for automatically generated emails, but it would be great if this could be extended to Solutions pages. Similar to the first point, but it is not as easy to communicate with third parties about tickets. This can be improved. While handling support emails is Freshdesk's main strength, there are some things that can be frustrating. Email responses can be sent with Cc and Bcc, but if you need to respond to a different principal, the only way to do this is to change the original support requester.

Freshdesk is an excellent customer service platform that makes it easy to manage customer interactions, build relationships, and provide an outstanding customer experience. I love that it integrates with other programs, such as Salesforce, that I use on a daily basis. Additionally, its features are easy to use and I appreciate how it helps organize and streamline my workflow. It's easy to customize the service requests which helps me to quickly respond to customer inquiries.

I cannot think of any downsides to Freshdesk.

Templates make my life easy. Very responsive and fast. Activity history.

The UI is very boring and old-school. Page refresh disconnects the call if you are using Kukkoo for call management and makes working with the system a terrible idea

Easy of access to manage tickets and knowledge bases.

We use SSO so no one users have to worry about accounts. They can go through our SSO to elevate tickets and track the status of their tickets.

As an admin it's easy to manage the entire account.

There is nothing to not like about this software. Everyone has been pleased about it. Though we did have to use the automation to assign the agent when closing a ticket from the dashboard.

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.

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.

The ease of use, both for the agents as well as the clients is pretty awesome. Being able to pull out detailed reports concerning not only the tickets on the system and their categories and statuses, but also seeing agents' performances makes this product recommendable for me.

The fact that I have to log in twice, once for freshdesk and then again for freshworks, before I can gain access to our freshdesk platform really irks me sometimes. An SSO would go a long way in preventing this. Also, being to integrate with Jira proved unsuccessful for me.

Customer portal, ability to support multiple products, customization of statuses/dashboards/setup, email notifications with ticket activities, real time help from FreshDesk agents to support our team when questions come up, collaboration tools for agents (private notes, chats, etc), notifications when another agent is viewing/working on a ticket (prevention of agents stepping on toes/rework)

I have struggled with getting the reports that I need from this software. I've worked with very supportive agents, but the software is not setup to generate the reports I need or to create customized reports for what I'm looking for. I am trying to schedule a daily report of agent performance that includes how many unresolved tickets are assigned to that agent at the time the report is generated (not how many were assigned to them in the report period) and the aging of their ticket queue (how long has the oldest ticket been open). We work in software development and we can't close some of our tickets until development work has been done, some times taking months. Having that metric is critical for our team to be able to analyze resourcing and performance.

The software is easily customizable, and fairly easy to use. Being able to see the notifications pop up on my watch and access tickets from my Google Pixel phone is a lifesaver. Teacher's can't be bothered to log in to a portal to create a ticket, so we customized Fresh Desk so they could simply send an email of their problem to [SENSITIVE CONTENT HIDDEN] and it would create a ticket for them. I can reply to them right from within the help desk system. Initially we had it set up for two agents and purchased the next level plan. Our Maintenance Supervisor ended up not using it so we backed down to the free version. The virsatility of multiple plans is a major plus. Their support is quick, and eager to help. They will actually go out of their way to help you.

The only con is probably easily fixable-- When I close a ticket, it of course emails the teacher letting him/her know. But they inevitably always reply with Thank You, which reopens the ticket. Other than that, it is a perfect system!

The platform is relatively user friendly and has a sufficient number of features to work well.

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.

Freshdesk has been a breeze to set up and use effectively. My team loves how easy it is to quickly work through tickets. We heavily use Trello and their integration is top tier.

When issues do come up, the support team is always available to answer my questions. Even when it doesn't support a particular workflow, I've always been given excellent suggestions to work around its limitations.

Many integrations are v1 products that were built years ago and never updated. Salesforce integration needs a lot of work. We had to disable it because it was using too many API calls.

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.

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)

With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK.

We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.

Ease of business
Friendly Interface
Work Anywhere (App or Web)

What I like about Freshdesk that we can manage all our support channel from one place, the automations and reporting features are excellent and we can customize it according to our needs. Also the support is good whenever I need help I can find quick response

It's only 3 cons:

1- Twitter: The DMs in Twitter is a little bit messy, it keeps the message history for only 7 days maximum and any new message from the same user will come after one week will be opened as a new ticket which is a true waste of time to keep checking the whole history for one case across many tickets that's unlike FB messages

2- Direct integration with iOS and GooglePlay stores so you can manage the reviews directly without using third party app with extra cost

3- When you compose new email it does not allow to enter more than one email in (To) field any additional mail have to be added in CC which is sometimes not practical at all also to use group emails is not allowed till now you need to log the emails one by one

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.

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.

The best part I love about Freshdesk is the super fast - clean, simple, minimalistic and easy-to-use interface.

Next what impresses me is the instant help and tips across all the sections in the Admin, making it extremely easy for a layman to get started in less time and without any help and support.

Well, there is really nothing I don't like about Freshdesk other than a little improvement with spam handling and spammers. No doubt Freshdesk already takes care of it but slightly in a different manner.

I feel there should be an intelligent spam detection algorithm and mechanism which would send the spam tickets right into the Spam folder. Besides, creating and maintaining a common database of spammers would add even more charm to the software.

That way, an agent can further manually review the Spam tickets and deal with them accordingly.

Another slight issue is with the contact management. For any contacts that are deleted, Freshdesk marks tickets from those contacts as spam which I think is wrong. From time-to-time, the contact database increases with people contacting only once and then never turning back for years. Such contacts unnecessarily increase the burden of managing contacts and need to be deleted periodically.

Instead, Freshdesk should consider creating a special category wherein all the contacts that are marked as spam will be tagged into this category.

That way, an agent can get rid of unwanted contacts.