Freshdesk – Bewertungsseite 2

Vorteile

The ease of article and knowledge base creation and management.

Nachteile

The outdated user interface and inability to privatize articles in the knowledge base.

Vorteile

I've been using Freshdesk for my small business customer care team for about 5 years. It is very user friendly and all team members have found it really simple to navigate and use successfully.
The app has also improved dramatically over the past few years and is a very useful feature for checking client responses on the go.
I find some of the most useful features are the private notes that customer service agents can keep on individual tickets, along with being able to assign tickets to certain agents for actioning.
We also use the tagging feature a lot and due dates for tickets that need to be actioned on a specific day.

Nachteile

The admin panel is less user friendly and I'm restricted to having to setup all automated processes, canned responses myself as my team finds it too difficult.

Vorteile

Je pense qu'il propose une interface intuitive et facile à prendre en main même pour les utilisateurs débutants.

Nachteile

Je trouve que la personnalisation est assez limitée pour certaines parties

Vorteile

Simple to use. HTML email. Fast customer support.

Nachteile

Not a very current looking Dashboard. Also lacks ability to change what is seen (or tracked).

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Vorteile

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

Nachteile

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

Vorteile

The fact that I don't have to install any updates since the latest version is automatically received on logging in. Resolving customer queries is made quick through automation. Browsing online reports in real time has improved our team's performance and customer satisfaction. Allows multichannel communication too. Cloud computing is most affordable with Freshdesk.

Nachteile

Everything is pleasing. It is reliable and secure to work with. Launching and deployment was effortless for us.

Vorteile

comprehensive tool for record tickets, manage all team members at one place, customize escalation mechanism, very nice and informative dashboards showing leaders who are solving most tickets

Nachteile

making report bit complicated and required tech knowledge

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Vorteile

It's very easy to use and get set up. It's massively improved our productivity.

Nachteile

Sometimes there's something you'd like to do that you'd think would be easy but turns out to not be possible. Sometimes the Freshdesk can be too simple.

Vorteile

That it's cloud based and easily accessible also it gives you trial to try it first for free

Nachteile

How much they changed the features for the free version

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Vorteile

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

Nachteile

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

Vorteile

Extremely valuable for client assistance specialists. With the assistance of Freshdesk, I had the option to offer extraordinary client support to the clients who gave us great organization appraisals.

Nachteile

Very good quality logical elements just in beta variant

Vorteile

It helps to create ticket with most efficiently and ease and in very short period of time

Nachteile

Sometime, it takes too much time to apply filter. And filter remove, and apply filter every time.

Vorteile

Very effective ticket management, can be integrated with a wide variety of softwares either through the marketplace or through custom SDKs. Very stable product with great customer support.

Nachteile

Pricing is a bit on the higher end and the way Automations can be created and implemented in Freshdesk is not very good when compared to other tools.

Vorteile

L'ergonomie globale de l'outil et ses fonctionnalités avancées en matière de gestion de tickets de support

Nachteile

Peut être limité sur les connexions à des logiciels tiers

Vorteile

I can only speak for the features i use but i used and even pushed to use freshdesk at all my employments. I honestly don't think i could do my job as well as i do without it. The ease of use is great, the ability to see what jobs are coming in and being able to manage them is critical.

Nachteile

I do not have any cons about this product.

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Vorteile

Je trouve que l'interface est intuitive, facile à prendre en main avec une navigation assez fluide.

Nachteile

Je pense que qu'il est moins flexible en termes d’interface utilisateur et de workflows que d'autres logiciels.

Vorteile

Centralise les demandes des clients via email, téléphone, chat, réseaux sociaux, et autres canaux

Nachteile

Aucun inconvénient pour le moment tout fonctionne parfaitement

Vorteile

We used it to handle customer tickets. It helped us organize inquiries and respond faster, which improved customer satisfaction.

Nachteile

The reporting features could be more detailed, but they still give a good overview.

Vorteile

It has many useful functionalities and great analytics. Flawless for keeping track of tickets and staff members' performance.

Nachteile

The cons are very few and not worth mentioning. We had minor outages in the past which is normal with any kind of software.

Vorteile

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.

Nachteile

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.

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Vorteile

All emails were managed centrally which gave a better customer experience, it was very easy to see unanswered emails and also what other people had responded with if they were on holiday to ensure that it was a consistent response

Nachteile

the license model is very complicated that was recommended to our charity, this meant a complex mixture of varying license levels and day licenses which got difficult to manage and expensive.

Vorteile

Freshdesk’s automation features, like ticket routing, automated responses, and workflow automations, save a lot of time by reducing repetitive tasks.

Nachteile

The mobile app is often reported to lack some of the functionality available on the desktop version, making it harder for teams to manage support tickets on the go.

Vorteile

It is a very complete tool, it is very easy to manage the incidents of daily life and to manage or administer tasks and projects it is one of the best tools

Nachteile

It is a very good tool but the cost is usually a little high so it should be taken into account when purchasing it.

Vorteile

If a student faces any kind of problem, I create a ticket on Freshdesk itself, and its resolution is provided.

Nachteile

Nothing, everything is good, The feedback from students on this is also very good.

Vorteile

Interface resizes nicely for screen sharing

Nachteile

Lack of notifications, too many fields needed to be filled in to close a ticket, can only action 50 things at a time, constant ! update pop ups when nothing has actually changed

Vorteile

It’s the best solution for ticketing and it’s customer support is great.

Nachteile

So far i got nothing to dislike, everything has been positive.

Vorteile

Automatización: ya que permite la automatización de tareas repetitivas, lo que ahorra tiempo y reduce el esfuerzo manual para nosotros.
Ademas que soporta múltiples canales de comunicación (correo electrónico, chat, teléfono, redes sociales), permitiendonos contactar a los clientes través de varios método.

Nachteile

Costo Adicionales por Funcionalidades Avanzadas: Algunas de las características más útiles y avanzadas están disponibles solo en los planes más caros, lo que puede ser una limitación para pequeñas empresas con presupuestos ajustados.

Vorteile

Overall a great support system, we use this internally and externally for our field network. it offers us great flexibility in managing support tickets across a team of three.

Nachteile

The filtering for existing tickets are quite clunky and confusing at times. Sometimes the filtering sticks even after you have cleared it, which causes issues sometimes.

Vorteile

So easy to use and manage customer relationships even from abroad!

Nachteile

I use Freshchat in particular and sometimes it logs me off automatically or the app disappears from my phone, and I need to start the login in process all over again.

Vorteile

The best this about FreshDesk is their customer support. They are always available to help at any day or time. The tool is extremely easy to use and understand, even for people who are not in IT or Engineering.

Nachteile

There isn't anything I don't like about FreshDesk. But one thing they could improve is the ability to hide certain fields in the properties of the ticket on the agent side.

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.

Vorteile

Sistema "allerta"/notifica in tempo reale, semplice da usare e funzionale... ottimo software per assistenza ai clienti.
Le richieste possono arrivare anche dai social, quindi hai la possibilità di dare al cliente più opzioni

Nachteile

nessuno, a volte le notifiche in ritardo.

Vorteile

The ability to setup up multiple channels direct for specific clients. The call routing of DDI’s and reporting is important to monitor KPI’s.

There are lots of great features such as automations which is great when you are an active Helpdesk dealing with hundreds of tickets daily.

Nachteile

Some of the changes on reporting when they discontinued the legacy reports and moved to analytics has been poor as dependant on your setup the data isn’t always accurate or easy to digest.

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Vorteile

It is very easy to raise the complaints and get it resolved sooner for customer satisfaction.
It is easy to track the details entered in it.

Nachteile

While logging in I always had tough time with captchas and also it used to get logged out fast.

Vorteile

The ability to type my requests & inquiries instead of having to call or waste a lot of (otherwise valuable) time!

Nachteile

Unknown. No comments. N/A DOES NOT APPLY

Vorteile

Quick, Easy Setup, Phenomenal Customer Support. The end is endless with Freshdesk

Nachteile

Can be a little pricey. BUT WELL WORTH IT!

Vorteile

Ease of work
Easy to use
Good support service which is very important for any IT product

Nachteile

Need to work of predefined template as industry wise
Nedd to work on work flows as per industry

Vorteile

The reseller that was between Freshworks and us

Nachteile

No full intergration with their other modules. (chat, sales). FreshCRM completly failled product which was only shorly on the market and replaced by Freshsales again.

Vorteile

The product is ok, but suddenly they change the price with a huge increase!

Nachteile

Huge price increase suddenly. HAving used the product for years they suddenly increase the price over 50%!

Vorteile

What I like most is that I can attend to my tickets both from my cell phone and from my computer. It allows me to adapt the tool to my workspace.

Nachteile

I have no complaints about this tool currently.

Vorteile

To be in the free tier is nice and convenient in a way that smaller customers can have a long term feel for the system and get to know how it works and get familiar with the system and platform.

Nachteile

That the High -end analytic is only available in BETA mode and that to get to higher tiers one need to upgrade pricing plan.

Vorteile

Me encanta la simplicidad de dar seguimiento, la capacidad de ver a detalle el.ciclo de vida del tiquete. Es muy personalizable y me gusta la integración con otras plataformas

Nachteile

El nuevo panel de analítica no es tan sencillo de usar

Vorteile

I like that freshdesk makes it really easy to categorize and tag items. We work with specific clients, so it's nice to be able to tag clients and also to review details about their accounts.

Nachteile

I had such an issue with notifications and tracking tickets. Sometimes I would not get an email notification if I was assigned a ticket. If I was just mentioned in a ticket, it was often very hard to keep track of those or to find them again later if I needed to add more to the ticket.

Vorteile

When a customer submits a support request, it automatically creates a ticket and prioritizes it. This ensures that no issue goes unnoticed, and I can provide timely support to my clients, improving their overall satisfaction.

Nachteile

Its occasional lag when handling multiple tickets. It can slow down my workflow during busy periods.

Vorteile

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.

Nachteile

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!

Vorteile

Simple system for tracking tickets and updates.

Nachteile

You have to be careful about replying to a ticket, so the member/customer does not see replies.

Vorteile

Freshdesk is full of benefits. It is a user friendly software which has no limit on application especially handling workflows. Communication has its place in the software and it is easy to reach people at any time. It is the best software for ensuring customers are happy with your Services always.

Nachteile

Freshdesk has no cons. I like everything about it. Truly appreciate.

Vorteile

I love how easy it is to use and learn. It was user friendly

Nachteile

There's nothing that I have found yet that I haven't liked

Vorteile

Smooth controls and operations. Works quickly

Nachteile

It doesn't offer all the functionalities that are needed

Vorteile

We have been using Freshdesk for years and a very satisfied with how it works and its API functionality with other platforms.

Nachteile

There are a couple of automations we would love to use but they simply do not exist in the platform.