Freshdesk

HelpDesk Support Specialist

Opmerkingen: Overall, I am quite happy as a user when it comes to Freshdesk. It is easy to grasp, and it notifies you promptly when new tasks are popping up. The Call Centre function is very reliable and easy to use, especially since the phone app is well maintained, meaning no calls are missed. It is very easy to log cases and to also search for said cases.

Pluspunten:

Fresh Desk is very easy to use and to understand basically from day one. I also like the fact that it is very light which makes it run very fast, making our work very quick and reliable. Once you get the hang of it, you can practically solve all cases using just a few buttons on the keyboard.

Minpunten:

When there is a maintenance issue, causing Freshdesk to crash, there is no notification as to why this is happening and how long it will be down for. The Fresh Chat mobile app keeps crashing without any reason, and it does not provide an error code, making it difficult to figure out how to fix the problem. The tech support for the app is also abysmal - they are extremely slow to respond or they just don't respond; when they do respond - they reply back with bot-generated problem "solutions" that basically end with "please contact support".

Improve Your Customer Service Using Freshdesk

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Efficient Scalable Solutions for Customer Support Teams

Opmerkingen: Freshdesk has transformed the way we handle customer support. With automation features and ticket management, we can stay organized and respond on time to keep our customers satisfied. Freshdesk integrates perfectly with CRM solutions and other business platforms, thus centralizing customer information for much more personalized and effective service. It took some time to set up and get used to, but the productivity of our team over the long haul has been considerable along with the engagement with the customers, that said, Freshdesk formed almost seamlessly into part of our support toolkit as we scaled effectively while keeping customers happy.

Pluspunten:

Freshdesk is notable for its easy-to-use interface and automated features, thereby simplifying our customer support process. With a robust ticketing system of the platform, we can effectively prioritize and manage customer inquiries, thereby minimizing response time and maximizing customer statistics. I also like the integration of Freshdesk with other business tools, such as CRM systems and e-commerce platforms - which have a few details and history about customers in one place. Reporting features provide valuable insights into team performance which help us focus on further improvement in support.

Minpunten:

While Freshdesk has a lot of features, somewhat it can be overwhelming to get started with the platform; especially for new team members who might take a little while to get used to all the options available. Some of the advanced customization options are slightly difficult to configure, so this may delay onboarding. Moreover, pricing becomes a factor as more features and team members are added which could become quite expensive for small businesses. However, it soon proves incredibly helpful as soon as the team acclimatizes.

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

Opmerkingen: 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.

Pluspunten:

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!

Minpunten:

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.

Fresh or Foul? Let's Dig In

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Overwogen alternatieven: Zendesk Suite

Redenen om over te stappen op Freshdesk: Pricing for Zendesk was just outright confusing.

Great Ticket Management Solution

Opmerkingen: Overall, my experience with Freshdesk has been very positive.
I’ve been using the platform for two years, and it has consistently helped improve our team’s efficiency in managing customer support.
The ticket management system is user-friendly, and the ability to track ticket progress and monitor team performance has been invaluable.
I also appreciate the detailed reporting features, which provide a clear overview of our support activities at the end of the year.
The automation features, such as automatic reminders for customers, have helped ensure timely follow-ups and no communication is missed.
While there are some limitations, like the inability to add static emails in the CC field and occasional challenges with the mobile app, these have not significantly affected my overall experience. Freshdesk is a reliable tool for managing customer support, and I would recommend it to other teams looking for an intuitive, all-in-one solution

Pluspunten:

What I like most about Freshdesk is its robust ticket tracking system, which allows team leaders to easily monitor the progress of each ticket. At the end of the year, it's also very helpful to have a clear overview of the total number of tickets resolved. Additionally, the automatic reminder feature ensures that customers are notified if they haven’t responded to our emails, which helps maintain effective communication and reduces the chances of unresolved issues

Minpunten:

The only issue I've encountered is the inability to add a static email address in the CC field by default. This has been a bit problematic, as I sometimes forget to manually add my team’s email when sending emails to customers, which can lead to missed updates

Freshdesk Review

Pluspunten:

I’ve been using Freshdesk for a few years now, and it’s been a game changer for our support team. The automation features are fantastic—being able to set up workflows and triggers has significantly improved our response times. We also love the reporting and analytics tools, which provide clear insights into team performance and help us identify areas for improvement.

Minpunten:

There are a few areas where it falls short. First, the interface can feel overwhelming, especially for new users. Navigating through multiple tabs and settings is not as intuitive as I’d hoped.

Great for our small support team

Opmerkingen: Freshdesk is my main ticketing system. We have a very small team, but it's easy to manage the workflow thanks to a clean UI and reliable notifications.

Pluspunten:

Easy to mange tickets, track workflow with multiple agents, onboard new agents, and view productivity metrics.

Minpunten:

Spam filter can be overly aggressive, but as long as you stay on top of checking the spam inbox, it's not a huge deal.

Big fan of FD

Opmerkingen: Freshdesk efficiently consolidates customer queries from multiple channels (email, phone, social media, chat) into a unified inbox. This reduces the hassle of managing different platforms separately.

Pluspunten:

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

Minpunten:

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.

Enhancing Customer Satisfaction Through Streamlined Support

Pluspunten:

I like how its omnichannel support in one dashboard which improves the efficiency of our workflows and saves valuable time. I also like its thorough reporting and analytics on response times and other key metrics which enable us to elevate our support quality.

Minpunten:

Advanced automation and reporting features, are only available in higher-tier plans which may not be ideal for some teams.

Very happy with this purchase

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Overwogen alternatieven: Zendesk Suite

Redenen om voor Freshdesk te kiezen: 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.

Overgestapt van: Targetprocess

Redenen om over te stappen op 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.

Very happy with Freshdesk

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Overwogen alternatieven: Zendesk Suite

Redenen om voor Freshdesk te kiezen: To improve efficiencies and better track agent performance

Overgestapt van: Microsoft 365

Redenen om over te stappen op Freshdesk: Freshdesk capabilities and features are very comparable with Zendesk's and at a lower price point.

Using FreshDesk for 3 years and Still Going Strong

Opmerkingen: Teachers generally create tickets for me with problems they have with technology. Administration creates tickets for me to evaluate different education systems, set up systems for teachers, arrange training, or pretty much anything. It's all documented in detail in the ticket, along with pictures, links to articles, whatever I need.

Pluspunten:

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

Minpunten:

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

Good Software, Bad Marketing. Bait-and-Switch (beware)

Opmerkingen: While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature, and link you to a page that isn't linked to from anywhere on their site: freshdesk.com/helpdesk-features, as justification. As an example, $15/agent/month includes, "SLA Management," which is described from their features page as including every SLA feature, including basic things like SLA email notifications, reminders, escalation policies. You know, what anyone would think of as "SLA Management." However, none of those features are actually included in that price plan. To even get email notifications of SLA violations, or have your SLA respect office hours, you'll have to pay $50/agent/month. Worse, there is no way to discover this until after you've paid and spent time getting everything set up.

Pluspunten:

Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.

Minpunten:

Features listed as included in lower tiers on their pricing page, are not actually included until much higher tiers. See: https://freshdesk.com/helpdesk-features for the real breakdown. Freshdesk has no links to that page, and you'll only get it if you ask about a missing feature in their support portal.

Overwogen alternatieven: HelpDesk, JIRA Service Management en Zendesk Suite

Redenen om voor Freshdesk te kiezen: Jitbit didn't have all the features we needed, was difficult to keep organized across many clients, and nearly impossible to track SLAs.

Overgestapt van: Jitbit Helpdesk

Redenen om over te stappen op Freshdesk: It looked like it included the main features we needed, at a much lower price. - Organize clients by company, and individual. - Group contact by company and allow users to view will all company tickets. - Track and report by problem area and issue resolution. - SLA Management Automation Once we got everything moved over and set up, two of those features "Included in the Garden plan" ($15/agent/month), we were told to upgrade to $65/agent/month. When we contacted support about the problem, they just didn't answer.

Good Customer Support Platform

Opmerkingen: Overall a positive experience with FreshDesk. The product was fairly easy to implement since we didn’t migrate data from our old system. Training for the staff was pretty quick and we’ve gained a lot of workflow improvements since switching.

Pluspunten:

FreshDesk is a power and easy to use customer service platform. We use it to manage our customer support ticketing system and measure our response against SLA’s. It meets our expectations in all areas

Minpunten:

We use FreshDesk to integrate with our on site ticketing system. We’ve run a series of challenges keeping this running, but besides that advanced feature we have had few issues.

Overwogen alternatieven: Jira

Redenen om voor Freshdesk te kiezen: Footprints was an old school on site platform that hadn’t kept up with the times. We needed a total refresh.

Redenen om over te stappen op Freshdesk: Jira is a far more complex and extensive platform

With Freshdesk you can manage all your support channels in one place!

Opmerkingen: It was a good choice and I recommend Freshdesk if anyone is looking for Omnichannel solution with affordable price plans

Pluspunten:

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

Minpunten:

It's only 3 cons: 1- Twitter: The DMs in Twitter is a little bit messy, it keeps the message history for only 7 days maximum and any new message from the same user will come after one week will be opened as a new ticket which is a true waste of time to keep checking the whole history for one case across many tickets that's unlike FB messages 2- Direct integration with iOS and GooglePlay stores so you can manage the reviews directly without using third party app with extra cost 3- When you compose new email it does not allow to enter more than one email in (To) field any additional mail have to be added in CC which is sometimes not practical at all also to use group emails is not allowed till now you need to log the emails one by one

Overwogen alternatieven: Zoho Desk

Redenen om voor Freshdesk te kiezen: We were looking for more advanced reporting dashboards and workflows customization. Also we had a separate Live chat service but With Freshdesk we can manage Freshchat also at the same time

Overgestapt van: Chatra en Zendesk Suite

Redenen om over te stappen op Freshdesk: More features with affordable prices

The FreshDesk ticketing system is quite efficient

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Great tool, even at the lower price tiers

Opmerkingen: 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!

Pluspunten:

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.

Minpunten:

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.

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

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Freshdesk proving their worth on the CRM market

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

What You Need To Know About Freshdesk

Opmerkingen: It is a very good application. You manage your work and get things done✔ I love it

Pluspunten:

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

Minpunten:

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.

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

Opmerkingen: 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

Pluspunten:

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.

Minpunten:

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.

Advanced Options Enable Enhanced Business Efficiency with Freshdesk

Opmerkingen: I have had a great experience with Freshdesk. It is a comprehensive customer service and help desk solution that helps businesses improve customer satisfaction, reduce customer support costs, and increase overall efficiency. The user interface is intuitive and easy to use, plus it has features specifically designed for customer service agents such as automated ticket assignment rules, canned responses, multi-channel communication options (including email and chat), reporting tools to track response time and performance metrics. Additionally, the platform offers integrated solutions that can be customized according to specific business needs such as integrating with popular CRMs like Salesforce or Zendesk. The most important feature of Freshdesk that I found appealing was the ability to manage multiple accounts from one centralized location.

Pluspunten:

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

Minpunten:

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

Great customer support service

Opmerkingen: I used Freshdesk for years as a customer support tool as well as a ticketing system for bugs and new work. It worked really well for all tasks. I also created a connection to PagerDuty using the hooks.

Pluspunten:

I love the UI for freshdesk, it was very easy to use for technical and non-technical people. I really liked how customizable it is, we used different types of tickets for different users and was able to customize them to work for everyone. I also liked that you can integrate it with other services like slack and pagerduty

Minpunten:

Its hard to find something I do not like about Freshdesk. I guess one thing would be the ability to share files easier would be nice.

Overwogen alternatieven: ServiceNow Customer Service Management

Redenen om voor Freshdesk te kiezen: Decision was made by client

Overgestapt van: ServiceNow

Redenen om over te stappen op Freshdesk: I believe price was the final decision

Feeling huge potential of Freshdesk, but experiencing quite low speed of advancing

Opmerkingen: We got convenient for clients Helpdesk portal
But still we are upset about lack of customizations and that some features are hardcoded (e.g. translations of Feedback form)

Pluspunten:

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)

Minpunten:

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)