Freshdesk

Convenient and reasonably priced

주석: 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.

장점:

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.

단점:

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.

Improve Your Customer Service Using Freshdesk

주석: 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.

장점:

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.

단점:

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.

Freshdesk

주석: Freshdesk is a cloud-based client care programming that assists organizations with offering easy support across each client touchpoint. Freshdesk enables organizations to screen client discussions across email, telephone, visit, web-based entertainment and texting, further develop specialist efficiency with savvy robotizations, convey self-administration encounters with simulated intelligence chatbots and marked help communities, and screen key execution measurements with strong examination.

장점:

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.

단점:

Very good quality logical elements just in beta variant

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

주석: 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.

장점:

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!

단점:

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

주석: 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.

장점:

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.

단점:

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.

A Great CSS

주석: My experience is very positive, with no lag, great versatility, and performs perfectly for our needs.

장점:

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

단점:

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

Great service for use within small companies.

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

장점:

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

단점:

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

Turn of "Autorenew" or they will overcharge you!

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

장점:

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.

단점:

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!

Robust Zendesk Suite Alternative that I Highly Trust

장점:

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

단점:

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

Freshdesk For The Win

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

장점:

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

단점:

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

Freshdesk makes working easier!

주석: In general, I think there are plenty of customizations and features with Freshdesk. The real selling point for our company was the analytics because we can see the history of our tickets and prevent them from reoccurring in the future.

장점:

I love the analytics and history log in Freshdesk. Freshdesk tracks agents' productivity through out the day and breaks up this information by the hour. We can also look up who has resolved the most tickets or who sends out immediate responses. All of this information is especially helpful when assigning new tickets because we can see a history of our most efficient employees. Previous tickets can be easily searched by key words, agent, or time frame. When multiple people are working on one project, it really helps to decipher who did what and when!

단점:

One thing that I believe can be improved is having a group option to send out an email. It's not common when we have to include multiple people on a ticket but when we do, we have to cc them in the very beginning as opposed to adding "Group A". -- The information still gets everyone on the same page, however it is an additional step on the agent's end.

Easy to setup and use. Great ticketing system

주석: We are an MSP and Freshdesk is the core of our support business. Without it we wont be able to keep track of what work needs to be done. Our client tickets get logged on Freshdesk and assigned to technicians. Time logs gets added, tickets get exported and processed for billing. Any issues that we've had, we simply contacted them via in support chat and it was resolved quickly.

장점:

Incredibly easy to get going with the software. Your in house IT team can set this up themselves and you dont need to spend a fortune getting a consultancy firm to do it for you. The interface is also very intuitive and even without any training your staff should be able to do the basics. We looked at other solutions that were more of an all in one kinda package that also included financial, stock/warehousing etc but found that these were overly complex and as a result made us work less efficient and the helpdesk staff also did not want to use it because it was just too bloated for their needs. Freshdesk does ticketing and it does it well. The company does have other software modules and integrations that you can add if you want (addon integration apps or maybe look at their other products like Freshsales or Freshservice) If you just want a great easy to use ticking system, definitely give Freshdesk a try. The free trial should be more than enough to give you a fell for the system.

단점:

I cant really think of a con. Some might want something that has more features or customization but we are seeing that as a pro as it keeps it simple and efficient (not that Freshdesk lacks features. For us, it has everything that it needs to have and more)

Very happy with Freshdesk

주석: 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.

장점:

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.

단점:

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.

A Fresh Start to Better Customer/Issue Tracking

주석: We needed to migrate from a support solution that was bought out by Microsoft. Microsoft CRM Dynamics was too expensive, so we reviewed over a dozen solution providers. The Freshworks team worked with us to ensure we had a successful implementation (3 months - part time). They were also very receptive to our feedback and have incorporated those ideas into Freshdesk. We just got done adding another SSL certificate for our latest product's portal. The support team came through again with flying colors!

장점:

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!

단점:

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.

Support Detail

주석: Our business needs quickly expanded into handling over 50 tickets / work orders a day across multiple client sites. We were struggling to find a suitable solution that would cater for multi site, multi users without incurring addition costs for client access to their tickets. Freshdesk software ticked all the boxes when it came to the online portal access for clients and exporting ticket information into CSV files.

장점:

- Creating, monitoring and finding specific information: EXCELLENT - User interface is very fresh, intuitive and user friendly - Keeping track of files was an added feature I didn't expect and was very useful the bigger the tickets became. - Splitting and Merging tickets is a must for any helpdesk. This software is very intuitive on this feature. - Mobile App is so easy to use across IOS and Android. - Reporting Functions are excellent - really think the custom dashboard is a REAL PRO when considering a Helpdesk Software Solution. - Setup: If your not a tech person, Freshdesk live support is excellent. They have helped me same day on each occasion. Very reliable and efficient, but most of all understand your requirements.

단점:

Integrations are getting better with other software platforms but there are no real cons to be mindful of whatsoever with Freshdesk. I would like to see a better integration with Xero Financial Software.

Good Customer Support Platform

주석: 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.

장점:

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

단점:

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.

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

주석: 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.

장점:

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.

단점:

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.

Ozone Entertainment review

장점:

I love the automations and integration in the Helpdesk portion of the OmniChannel. I can really introduce a lot of quality of life features to the team to help them focus on supporting and not repetitive tasks and triage.

단점:

The chat feature has less automations on the backend like the need to add Labels manually as well as the lack of tags. With the introduction of ChatGPT I hope to see more automated tasks. Also the addition of tags as another form of chat categorization will help as the Labels provide a more general placement into a category and the tabs will really help define every chat issue.

The FreshDesk ticketing system is quite efficient

주석: 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.

장점:

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.

단점:

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

주석: 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!

장점:

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.

단점:

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

주석: 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.

장점:

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.

단점:

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.

Customer Support has gone downhill, and they refuse to fix a perceived security issue.

주석: Freshdesk is a good product. Their technical support is sporadic. Sometimes good sometimes bad. Unfortunately, it is on the downturn again. When I first started, I had to wait days for a support question to be answered, and to contact a salesperson was almost impossible. Their phone support is unusable. It rings forever, and when you do get through since it is impossible to get through though you cannot hear them. The times I have gotten through and left a message, noone has replied to my question. When your a single person business this is frustrating, The support became better and now it is going back downhill again. I feel I have to convince them that something is wrong. What is most bothersome is they don't understand as a single person business I cannot spend days on a problem, and if I tell them there is an issue such as an attack on an email address, which I have no control over and they don't fix it.

장점:

The software has a great deal of functionality.

단점:

If you do not have a support email on your site, you create a support email address (which you must) on their site. You have no control over it. My account is continuously spammed. They insist the email address is my problem, but I keep telling me the email account is not on my mail server, so how can I filter it. I sent Freshdesk documentation showing the support email address is not on my mail server, but Freshdesk insists it is my email problem. Anyway, you receive lots of spam and no way of filtering it. When we first were attacked, I had over 300 spammed contacts. The other issue is a two-step process to delete the emails. The problem could be abated by requiring any user who creates a contact on the site to verify. The problem is that some of their clients do not want this. So why not put an option that allows their clients to choose if they wish verification emails or not. The additional issue is if someone can spam your Freshdesk site, then they think they can spam any of your sites.

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

주석: 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

장점:

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.

단점:

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

주석: 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.

장점:

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!"

단점:

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 .

Best customer self-service software in 2023

주석: Freshdesk is an easy-to-use customer support platform that enables support teams to effectively manage customer requests via multiple channels, such as email, live chat, social media and phone calls. Freshdesk features include ticket management, knowledge management, reporting and analytics, as well as customisation of the user interface to meet your specific business needs.Users generally appreciate the ease of use of Freshdesk, as well as the ability to customise the platform to their specific needs. In addition, the user interface is intuitive and easy to navigate, making it easy to manage customer requests.However, as with any software platform, there may be potential challenges or issues encountered when using Freshdesk, such as system stability issues or high fees to access the platform's full functionality. It is important to take these factors into account when evaluating the overall experience of using Freshdesk.

장점:

Ticket management: Freshdesk provides an intuitive interface for ticket management, allowing customer support agents to easily track, prioritize and resolve customer requests efficiently.Automation: Freshdesk offers automation features to streamline work processes, reducing errors and improving efficiency.Customisation: Freshdesk allows full customisation of the user interface, views, workflows and reports, enabling users to create specific workflows tailored to their needs.Integrations: Freshdesk offers a range of integrations with popular third-party applications such as Salesforce, Shopify and Slack, allowing users to easily connect their customer support system with other tools.Analysis and reporting: Freshdesk provides detailed reporting and analysis of customer support performance, allowing users to track key performance indicators and identify areas for improvement.

단점:

System stability problems: some users may have experienced system stability problems or downtime, which may adversely affect their ability to provide effective customer support.