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Informacje o produkcie: Freshdesk

Freshdesk to łatwe w użyciu oprogramowanie do obsługi klienta, które pomaga ponad 50 000 firm na całym świecie stworzyć doskonałą obsługę klienta.

Dowiedz się więcej na temat produktu: Freshdesk

Zalety:

Freshdesk is beyond easy to use. I love how simple it is to assign tickets to the relevant team member and how ticket responses are so quick and easy.

Wady:

Tools is really inefficient and their automation tools are built by people with very little CSX experience. Everything needs to be hacked somehow.

Oceny produktu: Freshdesk

Średni wynik

Łatwość użytkowania
4,5
Obsługa klienta
4,5
Funkcje
4,3
Warte swojej ceny
4,4

Prawdopodobieństwo polecenia

8,5/10

Freshdesk ma ogólną ocenę 4,5 na 5 w oparciu o recenzje użytkowników na Capterra w liczbie: 3 336.

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Filtruj recenzje (3 336)

Saskia
Saskia
Senior Director Sales Marketing w kraju: USA
Zweryfikowany użytkownik LinkedIn
Restauracje, Pracownicy: 10 000+
Wykorzystano oprogramowanie w następującym celu: ponad 1 rok
Źródło recenzenta

Convenient and reasonably priced

5,0 w zeszłym roku

Komentarze: Freshdesk from our users is crucial as a consumer app. With Freshdesk, our customers can quickly and easily send us comments or concerns, and my staff can quickly and simply respond and stay in touch with the customer. Each feedback ticket may then be monitored to ensure it was addressed and resolved in a timely manner.

Zalety:

We've been using Freshdesk for years and are quite pleased with our decision to switch from Jira. With so many tickets, we quickly outgrew Jira, which caused it to break often and make its interface cumbersome. After years of problems, we finally made the transfer to Freshdesk. When compared to Jira's pricing and functionality, it's hard to top this deal. Since we'd lost our previous wiki and needed to start again, we used Jira's streamlined setup process to create a new one. It's a combination of the help desk's ticketing system, online chat, email, and a comprehensive knowledge library.

Wady:

There is nothing I dislike about Freshdesk. As a support desk tool, it much above our expectations, therefore I will be investigating their other offerings.

Kendall
Kendall
Human Resources Executive w kraju: USA
Zweryfikowany użytkownik LinkedIn
Gościnność, Pracownicy: 5 001–10 000
Wykorzystano oprogramowanie w następującym celu: ponad 1 rok
Źródło recenzenta

Improve Your Customer Service Using Freshdesk

4,0 w zeszłym roku

Komentarze: One of my favorite features of Freshdesk is the wide variety of tools available for providing excellent customer service. The ticketing system is one of many notable features since it efficiently organizes consumer inquiries and guarantees that none are overlooked.

Zalety:

Our support staff can now respond to client questions quickly and effectively. The user-friendliness of the interface facilitates quick responses from agents to consumers. Our customer service processes are now more streamlined, our response times are faster, and our customers are happier as a result.

Wady:

Freshdesk has many features, however it might be better in a few key areas. The intricate nature of pricing structures is one such factor. Freshdesk's price structure can be confusing, especially for new enterprises with limited resources.

Macaulley
IT systems administrator w kraju: Wlk. Bryt.
Ubezpieczenia, Pracownicy: 11–50
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Great service for use within small companies.

5,0 2 miesiące temu Nowy

Komentarze: Overall we have enjoyed using fresh desk (Free) we do not plan to upgrade in the near future. Although we are looking at some of their other solutions

Zalety:

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

Wady:

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

Jeff
CEO w kraju: Kanada
Projektowanie, Pracownicy: 2–10
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Lacking rudimentary filter/show by date range feature, terrible for recordkeeping

3,0 4 lata temu

Komentarze: 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.

Zalety:

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!

Wady:

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.

Anthony
Owner w kraju: USA
Projektowanie, Samozatrudnienie
Wykorzystano oprogramowanie w następującym celu: 1–5 miesięcy
Źródło recenzenta

Fresh or Foul? Let's Dig In

4,0 3 miesiące temu

Komentarze: Overall, Freshdesk is a solid or "fresh" choice for small to mid-sized businesses needing an intuitive, feature-rich helpdesk solution. Its strengths lie in ease of use, automation, and multi-channel support, though more complex needs may require upgrades or consideration of alternative platforms.

Zalety:

The platform offers a robust ticketing system that consolidates customer queries from various channels like email, phone, chat, social media, and websites. Automation is another strength, allowing repetitive tasks to be streamlined, ticket categorization to be handled automatically, and issues to be prioritized efficiently. The pricing scale is sort of standard in terms of what other companies also offer.

Wady:

Reporting and analytics are limited in the lower-tier plans, and accessing more detailed insights requires upgrading to a more expensive plan. While the platform is generally easy to use, setting up advanced features and automations can be complicated, especially for beginners such as myself. Also Freshdesk’s support team is rather slow compared to other companies.

Rozważane rozwiązania alternatywne: Zendesk Suite

Powody przejścia na produkt: Freshdesk: Pricing for Zendesk was just outright confusing.

Isaac
Director w kraju: USA
Zarządzanie edukacją, Pracownicy: 11–50
Wykorzystano oprogramowanie w następującym celu: 6–12 miesięcy
Źródło recenzenta
Źródło: SoftwareAdvice

Turn of "Autorenew" or they will overcharge you!

5,0 w zeszłym miesiącu Nowy

Komentarze: Overall, it is an OK company, but their payment policy is terrible and I can't recommend them at all unless you're ready to be overcharged and lose money.

Zalety:

Fresh desk was a useful platform for customer service for 2,000 people for our project. It was easy to use and follow up with.

Wady:

Fresh desk has a policy that once your subscription has started it cannot be cancelled. We paid for 6 months, then without any warning or confirmation they automatically renewed it for 6 months and we aren't using it and they won't process a refund. Big waste of money!

Mary
Technical Project Manager w kraju: USA
Oprogramowanie komputerowe, Pracownicy: 2–10
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Freshdesk could use a fresh look!!

4,0 3 tygodnie temu Nowy

Komentarze: Overall easy to manage articles and share with others.

Zalety:

The ease of article and knowledge base creation and management.

Wady:

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

Sadiq
Senior Partner w kraju: Australia
Doradztwo w zakresie zarządzania, Pracownicy: 11–50
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Robust Zendesk Suite Alternative that I Highly Trust

4,0 3 tygodnie temu Nowy

Zalety:

Freshdesk improves customer satisfaction by centralizing chat, email, phone and social conversations which helps resolve issues rapidly.

Wady:

I slightly dislike that Freshdesk is cloud-based and always require internet connection to use.

Laura
People Coordinator w kraju: Wlk. Bryt.
Budownictwo, Pracownicy: 51–200
Wykorzystano oprogramowanie w następującym celu: ponad 1 rok
Źródło recenzenta

Freshdesk For The Win

5,0 w zeszłym miesiącu Nowy

Komentarze: Overall my experience is a great one, it gives us the ability to easily request things we may need, from starter set ups to leavers to issues we may be experiencing leading to quicker resolve times for all.

Zalety:

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

Wady:

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

Luke
CMS Advisor - Contractual Consulting w kraju: USA
Środki masowego przekazu, Pracownicy: 2–10
Wykorzystano oprogramowanie w następującym celu: 1–5 miesięcy
Źródło recenzenta

Freshdesk's First Impression Review

5,0 2 miesiące temu Nowy

Komentarze: We were trying to have some new systems for our CMS systems and for our community manager. It was super easy to set up and exactly what we were looking for.

Zalety:

I liked the fact that it was efficient and directly what I needed to use for our customer community. It was straight forward and exactly what we needed.

Wady:

I do think some of it was similar to a few other products on the market, but I think I preferred Freshdesk over alternatives.

Gabriel
Support & Onboarding w kraju: Kanada
Technologia i usługi informacyjne, Pracownicy: 2–10
Wykorzystano oprogramowanie w następującym celu: 1–5 miesięcy
Źródło recenzenta

Very happy with this purchase

5,0 5 lat temu

Komentarze: 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.

Zalety:

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.

Wady:

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.

Rozważane rozwiązania alternatywne: Zendesk Suite

Powody wybrania produktu: Freshdesk: 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.

Powody przejścia na produkt: 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.

Zweryfikowany recenzent
Zweryfikowany użytkownik LinkedIn
Dobra konsumpcyjne, Pracownicy: 11–50
Wykorzystano oprogramowanie w następującym celu: 1–5 miesięcy
Źródło recenzenta

Very happy with Freshdesk

5,0 5 lat temu

Komentarze: 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.

Zalety:

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.

Wady:

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.

Rozważane rozwiązania alternatywne: Zendesk Suite

Powody wybrania produktu: Freshdesk: To improve efficiencies and better track agent performance

Powody przejścia na produkt: Freshdesk: Freshdesk capabilities and features are very comparable with Zendesk's and at a lower price point.

Mike
SysAdmin w kraju: USA
Usługi finansowe, Pracownicy: 51–200
Wykorzystano oprogramowanie w następującym celu: Bezpłatna wersja próbna
Źródło recenzenta

Simple and Intuitive

5,0 5 lat temu

Komentarze: 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.

Zalety:

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.

Wady:

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.

Nikos
Manager w kraju: Grecja
Żegluga, Pracownicy: 51–200
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Why we chose Freshdesk

5,0 5 lat temu

Komentarze: Their support is probably the best support out there, a real 5-star experience, plus they are continuously implementing new features and create new products.
As an administrator In my company, I really don't have to do a lot and I can easily do my job. There is almost no complaints from users.

Zalety:

Software is very clear and easy to use. A new user would require minimal training. All latest ticketing ideas and features are already implemented. There is constant development and you can see the changes every day without affecting the existing functionality though. Great staff mentality and customer approach.

Wady:

Some times users are a bit confused, but I guess this is normal when someone enters a new platform. There are some hidden features that should be available on the administrator menu in my opinion. The parent-child feature should be more flexible.

Rozważane rozwiązania alternatywne: Zendesk Suite

Powody wybrania produktu: Freshdesk: We wanted to migrate to a fresh environment with all the latest features and new technologies. Previous platform was as if it was written back in the 90s'.

Powody przejścia na produkt: Freshdesk: Two reasons were the decision-makers. The ability to send normal emails with attachments that are not links to the cloud and the value for money quality.

Daniel
Director of Customer Success w kraju: USA
Internet, Pracownicy: 11–50
Wykorzystano oprogramowanie w następującym celu: 6–12 miesięcy
Źródło recenzenta

Nightmare product

2,0 3 lata temu

Komentarze: If I could go back in time, with the information I have now, I would select Zendesk. That is software written by and for adults. I would also say: the support provided by Freshdesk is eager and well-meaning, however the quality has been very poor. The support team will generally ignore obvious bugs in the software and waste time with a series of questions. Core bugs go months and months without correction. Escalations to management are ignored. The CSM team makes big promises and then vanishes for weeks or months at a time, without so much as email response. Generally, it is a very poor showing.

Zalety:

Freshdesk is inexpensive. Provided you are playing a numbers game – you want to save money on inexpensive software, and do not value your own customers highly enough to purchase Zendesk – then Freshdesk may be the way to go.

Wady:

Freshdesk is full of poor product design and poor engineering implementation. Features are shipped half-finished and then advertised and demonstrated to prospects. Bugs are everywhere. Features are difficult to use. The product is difficult to administer – even basic administration like user management is not intuitive. It is the most disappointing software I have ever purchased.

Rozważane rozwiązania alternatywne: Zendesk Suite

Powody wybrania produktu: Freshdesk: Jira Service Desk lacked features we required.

Powody przejścia na produkt: Freshdesk: The Freshdesk sales team were dishonest in completing an RFI. The demonstrated the product well, and hid the rough edges and dark corners from us during the proof of concept. By the time we starting running into issues – and we have, nonstop, run into issue after issue – it was too late. We will switch to Zendesk as soon as we can find the cycles.

Zweryfikowany recenzent
Zweryfikowany użytkownik LinkedIn
Oprogramowanie komputerowe, Pracownicy: 11–50
Wykorzystano oprogramowanie w następującym celu: ponad 1 rok
Źródło recenzenta

Good helpdesk tool that needs better integration between its own Freshworks suite.

3,0 3 lata temu

Komentarze: 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.

Zalety:

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.

Wady:

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.

Rozważane rozwiązania alternatywne: Salesforce Service Cloud i Zendesk Suite

Powody wybrania produktu: Freshdesk: We switched as Intercom did not offer SLA tracking and merging of messages, resulting in losing track of important client issues.

Powody przejścia na produkt: 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.

Jade
Learning and Development Supervisor w kraju: Filipiny
Technologia i usługi informacyjne, Pracownicy: 51–200
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Freshdesk has simplified customer service, increased agent productivity, and is cloud-based.

4,0 2 lata temu

Komentarze: It is very efficient, simple, and collaborative. It's difficult to overlook a ticket because notifications are everywhere, and you can also add reminders under To-Do for a specific ticket. It is cloud-based, so our team can work from anywhere.

Zalety:

It is simple to create a ticket after a phone call and assigning tickets to support teams takes only a few clicks. It also assigns tickets to agents automatically based on pre-defined rules. The ease of collaborating with other departments when you need their assistance with a specific scenario. Simply add notes, assign tickets to them, and they will be notified. It also made it easier for me to create canned responses and knowledge base articles.

Wady:

We recently set up Service Level Agreement(SLA) policies help us setup and maintain targets for the duration within which our teams respond and resolve tickets. I had to had to add them one by one manually as you can't do bulk entries. Took me awhile.

Rozważane rozwiązania alternatywne: Zendesk Suite

Powody przejścia na produkt: Freshdesk: It has more features and meets our company's requirements. We actually upgraded to the most expensive plan (Omnichannel), and it has been fantastic!

Jessica
Game Programmer w kraju: USA
Zweryfikowany użytkownik LinkedIn
Oprogramowanie komputerowe, Pracownicy: 1 001–5 000
Wykorzystano oprogramowanie w następującym celu: ponad 1 rok
Źródło recenzenta

We use Freshdesk daily to solve customer problems

4,0 w zeszłym roku

Komentarze: Easy to pick up and use right away; minimal training required. I appreciate having a centralized location to view, manage, and reply to all of my tickets. It's a benefit if you can combine prepared replies with your own expertise.

Zalety:

One of my favorite features of Freshdesk is the simplicity with which work can be assigned and prioritized. In addition, the availability of group filters makes Freshdesk a breeze to utilize with large numbers of groups. In addition, the interface is simple and uncomplicated, so creating tickets and monitoring their progression is a breeze. It's useful for managing tasks in customer service. Small businesses can benefit from using Freshdesk.

Wady:

The cost can add up quickly for organizations of a certain size. It's preferable to develop a desktop application rather than a mobile one; the mobile app's user experience could require some tweaking.

Alex
Technology Consultant w kraju: USA
Zweryfikowany użytkownik LinkedIn
Szkolnictwo wyższe, Pracownicy: 11–50
Wykorzystano oprogramowanie w następującym celu: 6–12 miesięcy
Źródło recenzenta

Great tool, even at the lower price tiers

5,0 6 lat temu

Komentarze: 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!

Zalety:

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.

Wady:

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.

Shikha
HR Manager w kraju: Indie
Pozyskiwanie personelu i rekrutacja, Pracownicy: 201–500
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Extremely helpful online ticketing system-Takes care of all HR related and other queries

4,0 6 lat temu

Komentarze: Overall experience has been amazing so far as it is able to cater our day to day needs. Great platform to provide internal/external support.

Zalety:

We have been using this software for more than 2.5 years now in our company to assist our consultants, vendors and clients. Freshdesk is a cloud based helpdesk system, which allows its users to resolve all day-to-day queries by generating tickets. This ticketing system works well internally and externally. Being a part of the HR Team, we receive approximately 20-30 tickets per day from our employees/Clients and other companies for assistance regarding pay, employment verification, employment letters, leaves etc. The employees send their queries to a common HR Group ID and then we allocate it to the concerned person within the team. The Fresh desk support is implemented by the technical department of our company as well where the internal employees raise tickets in case of any technical issues. The interface is easy to use and simple. It also provides guidelines and prompts for a new user, making it extremely easy to learn and start without much assistance. It provides the option to add a note to every ticket before closing it making it easier to know for the entire team that a ticket is closed. It also keeps a clear and manageable history of all the recently closed tickets. It also provides a feature to export a complete summary of the tickets group wise with categories and subjects, date of receipt and closure. Freshdesk has an in-built contact directory for all internal employees making it easier to allocate copy or forward the tickets.

Wady:

As per our existing needs, I do not see any cons. I am sure it offers more flexibility at higher prices but so far, it works well for us.

Mark
Business Analyst w kraju: Węgry
Tekstylia, Pracownicy: 11–50
Wykorzystano oprogramowanie w następującym celu: 6–12 miesięcy
Źródło recenzenta

Freshdesk proving their worth on the CRM market

5,0 5 lat temu

Komentarze: We have moved from Desk.com half a year ago. The decision was made based on our comparison. We have selected Freshdesk as it seemed to give the best value for the price and people also seem really satisfied in general.
To me Freshdesk is a developing underdog on the CRM market with some huge advantages and opportunities. We selected them because we can have some top notch solutions just like we had Freshdesk or Zendesk, but we do not have to leave a fortune there. They still need to spend a lot to improve the software as the market is really competitive with other companies like Salesforce, Zendesk but it seems they have the ambition to be the best.
Moving to Freshdesk still seems a great decision.

Zalety:

Learning the software was quite easy for the agents as well which is a huge advantage. This is partially because of their support team as we have always been able to contact then and ask any type of questions regarding their software. The CS Team is always helpful and pretty professional. They did not forger us even after we started using their software (which happens with many companies). Ticket handling is really efficient and the agent portal has a nice design from a practical viewpoint as well. We like canned responses. A nice little feature is to add support page article links / contents to reply messages just like canned responses. Another huge advantage is the knowledge base / support page which is highly customizable. In general we like ticket automation rules as well and it helped to solve some of our special requests.

Wady:

At this point we are not able to use our own SSL and we cannot afford to have extra expenses to rent an SSL from Freshdesk (probably third party) or buy their top plan to have their SSL. This is a good indicator that some essential functions are only available if you are using their top plan. It is good that you are able to customize your portal URL, but if you do you are not going to have HTTPS until you pay more. This makes this whole function questionable. I am hoping the development team will solve this soon. Apparently there are some minor function that we have to solve with a workaround but it is straightforward available for competition.

Michel
Technical Support Lead w kraju: Kanada
Oprogramowanie komputerowe, Pracownicy: 11–50
Wykorzystano oprogramowanie w następującym celu: ponad 2 lata
Źródło recenzenta

Best Helpdesk Application for your Money

5,0 4 lata temu

Komentarze: 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).

Zalety:

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.

Wady:

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 ;-).

Maximiliano
Maximiliano
Sales w kraju: Argentyna
Zweryfikowany użytkownik LinkedIn
Elektronika użytkowa, Pracownicy: 1 001–5 000
Wykorzystano oprogramowanie w następującym celu: ponad 1 rok
Źródło recenzenta

"Streamlining Customer Support: A User's Experience with Freshdesk"

4,0 2 lata temu

Komentarze: As a user of Freshdesk, I can say that my experience with the software has been positive. Freshdesk has helped me manage customer interactions efficiently on a daily basis. The software's intuitive interface makes it easy for me to navigate and access the various tools and features that I need to manage customer inquiries and support requests

Zalety:

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.

Wady:

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.

Letlet
Sales and Marketing w kraju: Filipiny
Sprzedaż detaliczna, Pracownicy: 11–50
Wykorzystano oprogramowanie w następującym celu: 6–12 miesięcy
Źródło recenzenta

Discover the Customer Support Software That's Changing the Game: Freshdesk

4,0 2 lata temu

Komentarze: Freshdesk has helped me solve a number of customer service-related business issues. The management of customer inquiries and requests received via email, the web, phone, chat, and social media was one of our biggest challenges. We were able to consolidate all of these requests and track them in a single view with Freshdesk, making it simpler for our agents to keep track of all conversations and respond promptly.Since implementing Freshdesk, we have experienced numerous advantages. Due to the effective automation features that cut down on repetitive tasks, our agents are now able to maintain their highest levels of productivity. We have also benefited greatly from Freshdesk's omnichannel capabilities, which enable us to automatically route requests from various channels to the appropriate agents. We have also been able to improve our capabilities and streamline our procedures.In general, Freshdesk has revolutionized our customer support team. It has made our agents more effective and productive as well as helped us provide better customer support. The software is affordable, user-friendly, and provides excellent customer support. Freshdesk is definitely something you should look into if you want a customer support system that works.

Zalety:

I can confidently state that Freshdesk is one of the best customer support software on the market. I had no trouble establishing my account and using the tool because of the user-friendly interface. I was able to keep up with requests coming in from email, the web, phone, chat, and social media from a single location thanks to the omnichannel capabilities. With the powerful automations, I was able to automate repetitive tasks, which increased my productivity and allowed me to concentrate on providing high-quality customer support.I was also able to do more with the software thanks to Freshdesk's integration with over 500 apps from the Freshdesk marketplace, such as Salesforce, Jira, WordPress, and Shopify, which ultimately enhanced my customer support capabilities. Lastly, Freshdesk's round-the-clock support ensured that my customer service remained top-notch by providing me with the assistance I required at any time.

Wady:

Freshdesk is an excellent customer support software, but it does not come without its drawbacks. The software's limited reporting capabilities are one of its major drawbacks. Even though the tool has some options for reporting, the depth of the reports isn't always what I want. The pricing structure of Freshdesk is another drawback. Despite being less expensive than some other customer support software, the price tag can still add up for larger organizations or teams. Additionally, the more expensive plans can only take advantage of some advanced features that are beneficial to large businesses.

Joshua Yeboah
Joshua Yeboah
CEO w kraju: Ghana
Zweryfikowany użytkownik LinkedIn
Badania, Pracownicy: 2–10
Wykorzystano oprogramowanie w następującym celu: ponad 1 rok
Źródło recenzenta

Enhancing Customer Experience: A Freshdesk Review

4,0 w zeszłym roku

Komentarze: Freshdesk has proven invaluable for our crowdsourcing company, addressing key business problems and delivering significant benefits. Its ticket management system streamlines customer support processes, ensuring prompt resolution. Multichannel support enables a seamless customer experience across channels. Freshdesk's unified inbox centralizes interactions, enhancing organization and timely responses.The reporting and analytics features provide valuable insights into support operations. Customizable dashboards track metrics, measure performance, and identify areas for improvement, optimizing support processes.Benefits realized include improved efficiency and productivity. Streamlined ticket management and automation allow us to handle higher volumes without compromising response times. This boosts customer satisfaction and loyalty.Integration with our existing CRM platform simplifies workflows and enhances data synchronization. A comprehensive customer view facilitates personalized support, ensuring seamless experiences.Freshdesk's user-friendly interface, robust ticket management, and multichannel support form a solid foundation for our operations. Reporting and analytics empower data-driven decision-making. Integration streamlines workflows and enhances customer experiences.In summary, Freshdesk transforms our customer support processes, enhancing customer satisfaction, productivity, and overall business outcomes. We are grateful for its positive impact on our crow

Zalety:

The thing I liked most about Freshdesk is how easy it is to use. The interface is clean, intuitive, and well-organized, making it a breeze for our team to navigate and access the various features. It didn't take long for everyone to get the hang of it, even new team members found it user-friendly.One of the standout features that had a significant impact on our customer support operations is the robust ticket management system. It allows us to effectively track, categorize, and prioritize customer inquiries. With automation and workflow rules, we were able to streamline our processes and ensure that tickets are assigned to the right team members promptly. This helped us prevent any tickets from slipping through the cracks and improved overall customer satisfaction.Another aspect that impressed us was Freshdesk's ability to provide multichannel support. It handles customer queries from various communication channels, including email, phone, live chat, and social media platforms. The unified inbox feature brings everything together, making it easy for our agents to respond promptly and consistently across different channels. This helped us maintain a cohesive and seamless customer experience.Lastly, the integration with our existing business was a smooth process. Freshdesk seamlessly integrated with our CRM system, allowing us to have a comprehensive view of our customer interactions.

Wady:

While Freshdesk has been a great asset for our customer support operations, there are a few areas that could use improvement.One aspect that could be enhanced is the reporting and analytics features. Although Freshdesk provides some reporting capabilities and customizable dashboards, we found that the options for advanced analytics and customization were somewhat limited. We would love to have more in-depth insights into our support performance and the ability to create more tailored reports.Another area where we felt Freshdesk could improve is in social media integration. While it supports social media channels for customer communication, we found that the integration with social media platforms could be more robust. Having more advanced social media monitoring and engagement features within the software would help us effectively manage and respond to customer inquiries on those channels.Additionally, we encountered a few challenges when it came to configuring certain settings and workflow rules in Freshdesk. Some of the more advanced configuration options required a bit of trial and error to set up correctly. It would be beneficial if Freshdesk provided more intuitive and user-friendly interfaces for these advanced settings to simplify the configuration process, especially for non-technical users.