Freshdesk Erfahrungen

Die Probleme liegen im Detail.

Kommentare: Für kleine Unternehmen, gut nutzbar, sobald die Organisation grösser wird, und die Strukturen komplexer, nicht zu empfehlen.Man konzentriert sich auf KI Features, die nicht funktionieren, und vernachlässigt die komplett das Basisprodukt.

Vorteile:

Anwenderfreundlichkeit ist gut, für die Supportmitarbeiter. Administration und Reporting für grössere Organisation sehr schwach.

Nachteile:

Freshcaller hat sehr viele Schwächen die sich besonders in grossen Organisationen zu Showstoppern werden können.Wenn Mitarbeiter auf verschiedene LOBs gekillt sind, können mehrere Anrufe gleichzeitig eingehenPriorisieren von LOBs nicht möglich.Reporting inkonsistentDie einfachsten Features, wie z.B. dass ein Mitarbeiter einen anderen anruft, nicht möglich bzw. seid Jahren in Entwicklung.Support, oft ungenügend, und bald nur noch gegen einen Aufpreis wenn man Technischen Ansprechpartner möchte.

Einfach Implementierung und Top Service

Kommentare: 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 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.

Hilfreiche Kundendienstsoftware und auch flexibel beim Nutzen

Kommentare: 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

Einfach und Günstig

Vorteile:

Preisgünstiges Ticketsystem, viele Funktionen

Nachteile:

In der kostenlosen Variante nicht viele Möglichkeiten ein Ticketfeld zu erstellen

Freshdesk eine Effiziente Kundenbetreuung

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

Schnell einzurichten & Leicht zu bedienen

Vorteile:

Freshdesk lies sich problemlos implementieren und der Schulungsaufwand aller Nutzer war erfreulich gering.

Nachteile:

Gelegentlich gibt es Prozesse, welche nicht 1:1 abzubilden sind. Aber dies ist i.d.R. sehr leicht zu beheben.

Meine Erfahrungen mit Freshdesk

Vorteile:

Dass Freshdesk cloudbasiert ist und leistungsstarke Lösungen bietet

Nachteile:

verschiedenste Konversationen von unterschiedlichen Kanälen werden zusammengefasst

Wichtiges Tool für Unternehmer

Kommentare: 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.

A popular choice useful for customers engagement

Kommentare: Freshdesk is a good one. It has made our customer base more satisfied through timely responding to their enquiries

Vorteile:

Freshdesk is an amazing platform that is soo easy to use. Its much more affordable and had a free plan. Freshdesk provide a wide array of features that are useful for automations and customer engagement.The different support channels ensures that all customer complaints and enquiries from all the different communication channels are attended to. The productivity hacks that include tags, canned responses and customizable helpdesks ensure that I classify tickets and automate them based on my workload. Multichannel communication and helpdesks management enable me to collaborate with my team and keep ticket history. Last but not least. Freshdesk analyses and reports on trends, activities and performance

Nachteile:

Freshdesk deal with the most important aspect of any business - customers. I therefore give it it's dues

The FreshDesk ticketing system is quite efficient

Kommentare: Freshdesk is one of my favorite help desk tools because it is intuitive and simple to master, even for complete newcomers. Finding comparable tickets is as simple as conducting a Google search, and there are numerous filtering options to select from.

Vorteile:

Freshdesk is a smart, easy-to-use, and intuitive business solution. The user interface is clean, which makes it easier to concentrate on giving a proper response. Smooth customer communication leads to expert support. For years, Freshdesk has been an indispensable tool for me, and I have often touted it to friends and colleagues in the business world.

Nachteile:

The news that the Legacy Reports page will be removed and replaced with Analytics makes me unhappy. Some of the cool stuff in Legacy Reports isn't in Analytics yet, but I'm having a joy with that tool.

We use Freshdesk daily to solve customer problems

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Freshdesk our customer service tool

Kommentare: My overall experience with Freshdesk is positive. It's easy to use, and it provides us with the options we need. However, it is a rather basic tool. If you have a large customer support team, you might find it insufficient for your needs.

Vorteile:

For me, a positive aspect about Freshdesk is that we have a clear overview if a user already sent a ticket to us before and for which questions. This helps us have a good overview. We can see who helped them before and any private notes we left on this matter.

Nachteile:

I think a point for improvement is the current possibility of AI. I think it would be great to have an option that after writing a response to a customer, AI will automatically check it for you and make it more clear. I did see they are starting with a BETA version for this, so fingers crossed that a finalized product will be added soon.

Convenient and reasonably priced

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Our first support desk and we love it!

Kommentare: It has been a great 2 years and we are exited for whats to come!

Vorteile:

The integration is very easy and fast, plus the freshdesk academy service helped me to set up the whole ticket system without any support from freshdesk.

Nachteile:

As i mentioned the rights for customers and companies in the knowledge base could be better or more detailed. Currently the options are quite limited. Plus the maximum file size upload limit should be higher.

In Betracht gezogene Alternativen: Zendesk Suite

Gründe für den Wechsel zu Freshdesk: For our size freshdesk offers all the functionality we need, in a better easier interface for a better price!

Freshdesk for Web Design Project Management

Kommentare: Freshdesk was paramount in our success as a web design company and was a key part of our goal of taking care of our customers. As a remote company, the ability for all of us to see/respond/reply to tickets was an exponential win for our team and our customers.

Vorteile:

Freshdesk made tracking support tickets so seamless. The ability to receive support ticket updates via email, and then respond in Freshdesk was incredibly important to our company. At any given time, multiple users could jump into a ticket, and provide notes/background, attach files which helped our company stay on top of tickets.

Nachteile:

Freshdesk metrics could use some help to better quantify the workload that is attributed to an individual user. It was difficult to say how many tickets a PM or support manager had closed/responded to at a glance.

The Efficient Software for Customer Help

Kommentare: The demand to have a solid customer assistance is something that has made the software efficient and retain many business customers.

Vorteile:

The software has a stable ticketing solution and this makes it easy to serve more customers. Besides, the deployment of a live chat brings a concrete performance and business growth

Nachteile:

The software has elaborate mechanism that helps solve the many challenges that businesses have, and constant assistance is all encountered.

Freshdesk is super useful to manage live chat

Vorteile:

The best feature of Freshdesk is to manage the tickets. Freshdesk can be easily integrated with the 3rd party app eg. a chat application to collect the tickets and resolve it

Nachteile:

when it comes to integration of the Freskdesk to chat application on the web, there is a slight delay and it does not support buttons and QRs in case of some chatbot platform

Review

Vorteile:

Freshdesk has been a game-changer for our customer support team. Its user-friendly interface and powerful automation capabilities have streamlined our operations. Managing tickets and customizing our knowledge base is a breeze. The reporting tools help us stay on top of performance. We're extremely satisfied with Freshdesk!

Nachteile:

Freshdesk, while powerful, may not be budget-friendly for small businesses. Advanced features locked behind higher-tier plans and a steeper learning curve for complex workflows can pose challenges. Better suited for larger enterprises.

Freshdesk review by software dev manager @ Regenesys Business School

Kommentare: Awesome.

Vorteile:

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.

Nachteile:

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.

In Betracht gezogene Alternativen: Spiceworks

Warum Freshdesk gewählt wurde: Coz Freshdesk proved to be a better product

Zuvor genutzte Software: Spiceworks

Gründe für den Wechsel zu Freshdesk: Ease of use for agents and clients as well as reports.

A Comprehensive and Intuitive Help Desk Solution

Kommentare: Freshdesk has been a comprehensive and intuitive help desk solution for our organization. We have been impressed with its automation and reporting capabilities, as well as its user-friendly interface. Although there were some limitations, we have been very satisfied with our experience with Freshdesk and would highly recommend it to any organization looking for a powerful and affordable help desk solution.

Vorteile:

Easy to set up and customize to fit our organization's needsPowerful automation capabilities for streamlining support workflowsComprehensive reporting and analytics features for tracking support metrics

Nachteile:

Limited flexibility for creating custom reportsSome features are only available in higher-priced plans

In Betracht gezogene Alternativen: Help Scout

Warum Freshdesk gewählt wurde: We switched to Freshdesk from Zoho Desk for its more intuitive interface, better automation capabilities, and wider range of integrations. Freshdesk allowed us to save time and provide better service to our customers, and its integrations helped streamline our operations. Overall, Freshdesk has been a more comprehensive and flexible help desk solution for our organization.

Zuvor genutzte Software: Zendesk Suite

Very happy with Freshdesk

Kommentare: 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 Suite

Warum Freshdesk gewählt wurde: To improve efficiencies and better track agent performance

Zuvor genutzte Software: Microsoft 365

Gründe für den Wechsel zu Freshdesk: Freshdesk capabilities and features are very comparable with Zendesk's and at a lower price point.

Great software - some bugs need fixing and could use some additional features.

Kommentare: Good experience. Support is fast to respond. It's an easy platform to train new team members on.

Vorteile:

Ease of use, setup, and features. An added feature would be to be able to search ticket by subject title and then to select many of the results at a time.

Nachteile:

There are some persistent that need squashing. For example, when chatting with FW support team, our chat windows frequently come up in foreign languages. Our support site and FD access has been knocked out several times in the past due to FW blacklisting our IP address.

In Betracht gezogene Alternativen: Zendesk Suite

Warum Freshdesk gewählt wurde: NetSuite is not really suitable for our needs as a support team.

Zuvor genutzte Software: NetSuite

Gründe für den Wechsel zu Freshdesk: Price was far more affordable.

Very happy with this purchase

Kommentare: 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 Suite

Warum 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: Targetprocess

Gründe 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.

Solved our suppor system woes!

Kommentare: FreshDesk has streamlined agent actions and provided a clean and holistic overview of the product for me (the product manager). The agents are able to work together with better ease and be more efficient with the email notifications on ticket actions. The FD support team is incredibly responsive and good at providing alternative solutions if the product doesn't currently support what is being asked.

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.

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

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

In Betracht gezogene Alternativen: Zendesk Suite

Gründe für den Wechsel zu 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!