Freshdesk Erfahrungen

Vorteile

Das Produkt ist wirklich super einfach zu bedienen und einzurichten. Der Support über den Chat antwortet auch immer innerhalb weniger Minuten und konnte bei jedem Problem eine schnelle Lösung finden - nicht nur für uns als Nutzer, aber auch für unseren Programmierer, der eine Schnittstelle zu unserer Webseite eingerichtet hat. Hier wurde auch die Einfachheit gelobt.

Nachteile

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

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu Freshdesk

Wir haben Freshdesk vorgezogen, weil es bei Zendesk kostenpflichtig war, dass die Daten in Europa gespeichert wurden und bei Freshdesk bei deutschen Kunden automatisch dabei war. Datenschutz hat bei der Auswahl eine große Rolle gespielt.

Vorteile

Dass Freshdesk cloudbasiert ist und leistungsstarke Lösungen bietet

Nachteile

verschiedenste Konversationen von unterschiedlichen Kanälen werden zusammengefasst

Vorteile

Für die Unterstützung bei Interessenten und Kunden ein Top Tool

Nachteile

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

Vorteile

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

Nachteile

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

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.

Vorteile

Freshdesk provides a user-friendly interface for organizing and managing customer support requests and messages. The platform is extremely configurable, enabling businesses to develop and automate operations to boost productivity and save time. Freshdesk offers a variety of connectors with different applications, making it simple to incorporate into your existing workflows. The reporting and analytics capabilities of the platform provide businesses with useful insights into customer support patterns and enable them to make data-driven decisions.

Nachteile

Freshdesk's price might be somewhat expensive, particularly for small enterprises and startups. The platform can occasionally be a touch cumbersome, with occasional errors or hiccups that might hinder work.

Vorteile

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.

Nachteile

The price of licenses per user is quite high.

In Betracht gezogene Alternativen

JIRA Service Management

Warum Freshdesk gewählt wurde

The previous software lacked some of the functionality we needed.

Zuvor genutzte Software

SolarWinds Service Desk

Gründe für den Wechsel zu Freshdesk

Because of the good reputation and because it met the requirements we had.

Vorteile

freshdesk is an excellent service for customer management, as well as service and management of tasks to be performed. The service is being used in our corporation and it has performed excellently in organizing the company's tasks.

Nachteile

The design needs to be updated, seeking to make it modern and more intuitive

In Betracht gezogene Alternativen

Pipefy und Nifty

Warum Freshdesk gewählt wurde

Consideration was given to exchange the range of services and centralization of services in one place.

Zuvor genutzte Software

Trello und HubSpot CRM

Gründe für den Wechsel zu Freshdesk

The possibility of centralizing services in a single location.

Vorteile

Freshdesk offers an intuitive user interface that makes it easy to set up and manage customer support. The automation features are especially useful for streamlining tedious process and saving time.

Nachteile

Freshdesk can be expensive for businesses with a large customer base, as the pricing model is based on the number of customers.

Vorteile

This software helps me fast tracking my projects and is very easy to use. I like most about this software because of the mobile app.

Nachteile

The current feature is more better. Easy to use and very fast

Vorteile

The software was easy to install and the operation was also simple. I liked the knowledge management very much.

Nachteile

The software was very expensive. It worked for knowledge management, but it was too expensive. We did not like the ticketing functionality at all.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu Freshdesk

We were actually just looking for a solution for knowledge management. Other solutions were too bloated.

Vorteile

Freshdesk provides an easy-to-use platform for managing customer support. The UI is intuitive and the variety of features such as multi-channel support, automation, and reporting make it a comprehensive solution.

Nachteile

The platform can be a bit slow at times and the integration with other tools could be improved.

Vorteile

Freshdesk is quick and straightforward to set up/deploy, with easy integration into Office 365 mailboxes and forwarding options for other providers. It provides a rich feature set for a reasonable cost per technician when compared to some other brands' offerings.

Nachteile

There was not much to dislike about the Freshdesk solution, but the cost can start to increase substantially if you have more than 3 or 4 technicians and if you need to support multiple brands via the helpdesk.

Vorteile

I set up and administered Freshdesk for a 200+ non-profit agency. There were three departments tracking bugs through it, and we were able to deploy it and announce its use with ease. It was easy to explain to our staff who didn't want to take time to learn something overly complex. As a non-profit, it was important to find a solution that could assist us day-to-day without breaking the bank. We were able to use the first-level with support for our use. The Freshdesk support was highly responsive and helpful if we had questions. Using this platform cut down on time spent fielding immediate requests that were not a high priority. It allowed us to really prioritize, track and automate repeat issues, and cut down on 'putting out little fires everywhere mentality.'

Nachteile

The automation was helpful, but I think it could have used a bit more complexity. We were able to implement an automated routing for email subjects and user emails so that certain requests or bugs/issues would go to a specific department. We used the platform in Communications, IT, and Facilities for all requests. We didn't have a bug or issue tracker prior to this platform. The Frequently Asked Questions portion of the portal really didn't end up being used, although we did use it when we first started the platform. Higher ups really liked the ability to see numbers in what we were fielding, but there was not enough drill-down in the pay/point we were using--that may have been available within higher paid levels. The automation has a lot of options for sending alerts when a new ticket is created. It can become cumbersome and send A LOT of emails. I'm not sure if there is a better way to automate/cut that down w/o losing that function. Also, the 'archive' user feature was a bit weird. We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.

In Betracht gezogene Alternativen

Jira, Spiceworks und Zendesk Suite

Gründe für den Wechsel zu Freshdesk

We could literally open the account and begin working with it and their support was super on it with Helpdesk requests and questions. Even on the free-model with limited features, this was a great product that got us up and running with ease and it didn't take a rocket scientist to explain the procedure for creating tickets. We actually created a launch campaign to make our staff aware that we would no longer be taking ticket requests (unless it was an emergency) without a pre-written ticket in the portal. It really helped our team with everything from IT requests to phone problems and replacements, to concerns about how other programs worked or how to access a printer.

Vorteile

FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.

Nachteile

The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.

In Betracht gezogene Alternativen

Jira und Zoho Desk

Warum Freshdesk gewählt wurde

We needed a better way to support our clients and SLAs and time tracking where urgent.

Zuvor genutzte Software

Trello

Gründe für den Wechsel zu Freshdesk

Cost +features and it should cover the most important requirements we had at the time.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Zendesk Suite

Warum Freshdesk gewählt wurde

It was not the right fit for our company and they did not provide the solutions we were wanting at the time.

Zuvor genutzte Software

SysAid

Gründe für den Wechsel zu Freshdesk

We already have a portal in place and did not want to confuse our end users. Zendesk only allows you to have 3 layers in the KB and we did not want to have a long wall of categories.

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.

In Betracht gezogene Alternativen

Salesforce Service Cloud und Zoho Desk

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.

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 Suite

Warum 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.

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.

In Betracht gezogene Alternativen

Jira, Zoho Desk, Salesforce Sales Cloud und Zendesk Suite

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.

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

In Betracht gezogene Alternativen

Kayako, HubSpot CRM und Zendesk Suite

Warum Freshdesk gewählt wurde

We wanted to better manage our customer service emails and client management.

Zuvor genutzte Software

Google Workspace

Gründe 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.

Vorteile

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)

Nachteile

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.

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus und Zendesk Suite

Gründe für den Wechsel zu Freshdesk

The out of this world product team. I'm not kidding when I say your onboarding staff is what sealed the deal. The product knowledge, SUPER responsiveness and excitement Reshma had about your product is what sold us. Of course the software answered all our questions, but the onboarding process is what really confirmed we made the right decision.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Zendesk Suite

Warum Freshdesk gewählt wurde

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'.

Gründe für den Wechsel zu 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.

Vorteile

1. Occasional agents - great feature to keep agents without buying additional places
2. Very convenient multi-language feature
3. LIQUID gives lot of possibilities
4. Gamification features
5. Fully-operational API which is convenient to use
6. Great uptime. For almost 12 months of use - very rare failures
7. Convenient UI both for agents and customers (still lots of room for improvement)
8. Constant improvements and new features (but no sandbox still :( )
9. Convenient customization of solutions (with multi-language features)
10. Good functionality of Dispatch'r, Supervisors and Observers. But still they are poorer than in SF and for some reason they're divided in separate groups (in SF they're just Workflow rules)

Nachteile

1. Some interesting features are hardcoded and have no possibility to be re-used (e.g. no "Popular articles" feature. Or we'd like to place Search field to outter resource so we could push customers to Helpdesk portal. But it can't be placed somewehere outside Freshdesk)
2. Having deep experience with Salesforce, we can say that Freshdesk has VERY LOW options of customization. E.g. we can't just limit rights to separate field or hide it for some users (I know there is an application, but it's not native functionality of Freshdesk)
3. Shutting down system (Hotline) and forcing users to move to another solution (throwing out all works done about implementation of Hotline)
4. No clear documentation about establishing integrations (e.g. with telephony service)
5. Day passes - I think it's incovenient that they are not included into subscription plan. Perhaps 10 passes a month or smth like that
6. No possibility to create own report - only use pre-built ones
7. I suppose b2b system should me much more flexible (we have a great example of such approach - Salesforce)

Vorteile

1. Tickets - Tickets come as Tickets and are numbered which makes it easier to identify them
2. Viewing Tickets - there is an eye which will show when another user is Viewing the same Ticket you are viewing. That way you alert ⚠️ the other User from nor duplicating your work. One picks up a ticket ans identifies and Agent and Tixket number they picked or closed.
3. Search Feature- you can search by ticket number or by name of client and shows all your conversation history
4. Tixket alert- The system allows one to check issues not resolved and are flagged as Red
5. Freshdesk allows you to create your own Tickets and Emails
6. Dashboard - Freshdesk Dashboard helps to show progress of what you have achieved or not
7. Ability to attach files
8. Ability to create Canned responses
9. Ability to delete certain Tickets that are not useful to a User

Nachteile

I wish Freshdesk ca improve in the following:
1. The maximum amount of Gigs when attaching files is very small. If they can increase this, that would be useful
2. When creating emails on contacts: On To:- Tab, it is only one email that must written and Freshdesk ystem will not allow you to add several email addresses under To:- TAB option. If they can change that setting, it will be very helpful. I know on CC and BCC it is ok but TO option must still be changed
3. Formatting styles must changes. We have limited options on Freshdesk from Font sislze, styles to Colour. If they can see what Microsoft Word feature or Outlook looks like and work on that
4. When creating tables, they are not as presentable like the way we see on Outlook
5. Editing Tools are limited like Undo, Cut features, they may need to improve that to be user friendly. At some point I deleted my entire paragraph by mistake, if I did not know how to use the shortcut keys like Ctrl + Z to Undo , I would have wanted so much time re-typimg it again. 😔 So for new uses who have no such knowledge, they want to see an Undo feature somewhere.

Vorteile

Modern, Elegant, Google Integrated, Nice iOS & Android Apps, Intuitive. Lots of useful features. (Merging tickets, Splitting tickets, Tags for tickets, KB Articles, Teams, Chat, etc) Nifty videos even at the end of the year. Service up-time is great (I don't think we've ever noticed an outage). Knowledge base Articles are great.

Nachteile

Plans & pricing are a bit annoying. You have to pick from useful features or unnecessary cost for things that should be included without an up charge to a higher plan.

Sales, Support, Development, Billing, basically EVERYTHING, is in India, which isn't by itself bad, and for Freshdesk's part, it's much better than most India based support... But, if you open a ticket about billing, it can be months (literally months) before your issue is resolved.

There are some design flaws with the product, and while you're told changes will be considered, they seldom are - FreshDesk has their own agenda, and your feedback isn't all that important in the development. It would be nice to see the company track, implement, and report back when feedback is actually taken, and this would be nice if it was done in a timely manner, but that doesn't happen.

Some features are a bit confusing to set up and have silly names (Observer & Dispatcher) -- an outside has no idea what those features do, and even after using FreshDesk for a years, it's still a bit opaque.

The concept of ticket fields vs user fields can be a bit annoying.

There are little refinements that are lacking (email alerts that are not as good as they should be, etc).