Informazioni su Freshdesk

Freshdesk è un software di servizio clienti facile da usare, che aiuta oltre 40.000 aziende in tutto il mondo a creare esperienze eccezionali per i clienti.

Ulteriori informazioni su Freshdesk

Aspetti positivi:

Freshdesk is beyond easy to use. I love how simple it is to assign tickets to the relevant team member and how ticket responses are so quick and easy.

Aspetti negativi:

Tools is really inefficient and their automation tools are built by people with very little CSX experience. Everything needs to be hacked somehow.

Valutazioni di Freshdesk

Punteggio medio

Facilità d'uso
4,5
Servizio clienti
4,5
Caratteristiche
4,3
Rapporto qualità-prezzo
4,4

Lo consiglieresti?

8,6/10

Freshdesk ha una valutazione complessiva di 4,5 stelle su 5, calcolata sulla base di 2.673 recensioni degli utenti di Capterra.

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Filtra le recensioni (2.673)

Torre
Torre
Owner
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, 2-10 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Client Friendly Ticketing System

5,0 2 anni fa
Sottotitoli in italiano disponibili nel lettore video
Andrea
IT Manager (Italia)
Logistica e catena di approvvigionamento, 51-200 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Il miglior servizio Ticketing

5,0 4 settimane fa Nuova

Aspetti positivi:

Per molti la versione gratuita sarà sufficiente. La versione premium ha strumenti avanzati ma nel mio caso non necessari.

Aspetti negativi:

La possibilità di caricare allegare al massimo 20 mb. Avrei anche optato per l'upgrade ad un livello a pagamento, ma tale limite non cambia.

Meggie
recruiter (Italia)
Reclutamento e selezione del personale, 51-200 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

Utile ma non sempre chiari

4,0 3 mesi fa

Commenti: mi trovo bene sotto alcuni punti di vista, ma spesso non riesco a risolvere il problema

Aspetti positivi:

mi piace poiché rispondono subito alla mia richiesta

Aspetti negativi:

non mi piace poiché non sempre è chiaro risolvere il problema

Joe
Joe
IT Director (Canada)
Utente LinkedIn Verificato
Vendita al dettaglio, 201-500 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

Cheaper and helpful

5,0 mese scorso Nuova

Commenti: very good experience with sales people, with their support team and they follow up with you to make sure all is functional.

Aspetti positivi:

very nice ticketing system, easy to use, easy to implement, easy to setup and very cheap comparing to others. very good for retail businesses. their support is A+

Aspetti negativi:

is made for SMB and not very competitive for large companies and to move for a more professional one they redirect you to another product for same vendor.

Alternative considerate: Remedyforce e Zendesk Suite

Perché scegliere Freshdesk: for IT support and helpdesk purposes jira is not made for that

Software precedente: Jira

Perché passare a Freshdesk: the cheapest and do the job for an smb

Jose J
Jose J
CTO (USA)
Utente LinkedIn Verificato
Ricerche di mercato, 2-10 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Great Support and Customer Experience System

5,0 mese scorso Nuova

Commenti: So far, we had a great experience using Freshdesk for our clients' incidents and support requests.

Aspetti positivi:

The thing that we like the most in Freshdesk, is the extensive and customizable options to manage client tickets, incidents, and synchronization with Freshsales.

Aspetti negativi:

The onboarding required that Freshdesk support team setup many features related to our new accounts. It took a couple of days before we could use Freshdesk in full. I believe the onboarding process could be simple.

Alternative considerate: Zoho Desk

Perché passare a Freshdesk: Freshworks and Freshdesk customer support. I feel confident with Freshdesk support team.

Utente Verificato
User Testing (India)
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, Lavoratore autonomo
Ha utilizzato il software per: Prova gratuita
Fonte della recensione

Customer support software

3,0 4 settimane fa Nuova

Aspetti positivi:

Freshdesk is customer-friendly software. Freshdesk has more features like call monitoring, call routing, content creation, task management, real-time chat...etc. It provides data encryption methods like AES-256 bit standards.

Aspetti negativi:

The Premium version has more features and functionalities.

Daisy
Daisy
Integration Partner Manager (Belgio)
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, 51-200 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

All-in-one solution and gradually extendible

5,0 4 mesi fa

Aspetti positivi:

The analytics are very insightful, it solves for us support management/knowledge base management/customer success (a CRM software provider with 12k clients) The knowledge base management in 6 different languages is very user friendly and easy to manage. We were able to gradually extend the functionality, first developed ourselves to integrate with our backend. Then integrated Chat management/integrated JIRA/ review management (we are still able to extend with chat bot and forums if we want).

Aspetti negativi:

Maybe the search functionality could be extended, the filters on top of search terms are quite limited.

Shane
Director (UK)
Vendita al dettaglio, 2-10 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

eCommerce Businesses Recommended

5,0 2 mesi fa Nuova

Commenti: Extremely good, straight forward, easy to set-up and use2

Aspetti positivi:

It is affordable, and easy to use. Has multiple integrations with marketplaces and Shopify - you can go straight into the order from Freshdesk.

Aspetti negativi:

Sometimes the dashboard does not load, it is just a grey screen. The fact you cannot amend signatures actually depending on the email address you are replying - for example different brands etc

Alternative considerate: Zendesk Suite

Perché passare a Freshdesk: The affordability aspect, and the amount of integrations

Abhishek
Abhishek
AWS Cloud Intern (India)
Utente LinkedIn Verificato
Reti informatiche, 10.000+ dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Best Cloud Software for Digital Marketing

4,0 2 mesi fa Nuova

Commenti: Overall expersience of the Freshdesk is out of the box it helps in various CRM and customer support system but it could have been better in the pricing system so that it could be more easily accessible and affordable

Aspetti positivi:

Frsshdesk is one of the best digital marketing and customer support app it allows us to create and manage various tickets at various times. It notonly provides live chat it also helps in transfering the live chat to a phone assistance officer easily.

Aspetti negativi:

Freshdesk is great but it could have been cheaper so that it can be affordable by the various small scale industries and as well as by the startups.Sometimes the ticket system slows down due to usage of multiple sources at the same time

Utente Verificato
CEO (India)
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, 2-10 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Omnichannel CRM

4,0 mese scorso Nuova

Aspetti positivi:

Ease of using a new mobile app for Freshdesk CRM for new generation users, equally good desktop console.Canned answers feature is very useful

Aspetti negativi:

Bulk action can get better, easier I am sure responding UI can get better with app

Peter
Peter
CTO (Nigeria)
Utente LinkedIn Verificato
Software informatici, 11-50 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Excellent Customer Relation Management Solution

5,0 4 settimane fa Nuova

Commenti: Awesome CRM solution.Good to have for your business and seamless operation and easy to use.

Aspetti positivi:

Contact management, Customer relation management, Call monitoring

Aspetti negativi:

Add video option feature when customers call in.User security should be enhanced with two-factor authentication

Gbadebo
Gbadebo
Administrative officer (Nigeria)
Utente LinkedIn Verificato
Marketing e pubblicità, 2-10 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Fresh desk for greater customer satisfaction

5,0 mese scorso Nuova

Commenti: My experience with fresh desk has always been amazing

Aspetti positivi:

It help in making customer communication and interaction simple

Aspetti negativi:

Little bugs on the app and It kind of expensive

Ngalla
Ngalla
CEO (Camerun)
Utente LinkedIn Verificato
Software informatici, 11-50 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Good for company help desk

4,0 4 settimane fa Nuova

Aspetti positivi:

The free tier offered by freshdesk which helped my business when we just started.

Aspetti negativi:

It's so sad to discover that the chatbot feature which is so important is only available on the highest subscription.

Jade
Learning and Development Supervisor (Filippine)
Servizi e tecnologie dell'informazione, 51-200 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

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

4,0 3 settimane fa Nuova

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

Alternative considerate: Zendesk Suite

Perché passare a 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!

Shayla
Shayla
Human Resources Specialist (USA)
Utente LinkedIn Verificato
Internet, 1.001-5.000 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Excellent customer support ticket system

4,0 6 mesi fa

Commenti: Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

Aspetti positivi:

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Aspetti negativi:

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

Winfield
IT Help Support Agent (Sudafrica)
E-learning, 11-50 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

What You Need To Know About Freshdesk

5,0 anno scorso

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

Aspetti positivi:

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

Aspetti negativi:

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.

Nitin
Nitin
Senior Graphics Designer (India)
Utente LinkedIn Verificato
Graphic Design, 51-200 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Great ticket management software for first time customer service manager

4,0 anno scorso

Commenti: Freshdesk is a highly useful help desk or customer complaint management platform. Its social media integration is perfect with support for Facebook pages which helped me have a sync with my daily Facebook complaints.

Aspetti positivi:

What I like about Freshdesk is that we can manage all our support channels from one place, the automated reporting features are excellent and also useful to customize it according to our requirements. They also have the best support team who helps you at every stage. Reasonable price makes it affordable for first time customer service agencies or startups. We can create our own knowledge base or faq onsite in a free plan.

Aspetti negativi:

The first thing I realized while using the ticket management system is that it confuses and doesn't always display the exact team member name who gave the response when multiple customers are involved in a support ticket.

Alternative considerate: Zoho Desk e Zendesk Suite

Perché scegliere Freshdesk: My team needs a much better and smooth way to serve customers online. Zoho have some complexities in dashboard and monthly report insights. Freshdesk provides more features along with quick review of customers on the dashboard that helps the team have daily or monthly insights about complaint status.

Software precedente: Zoho Desk

Perché passare a Freshdesk: Other softwares aimed at enterprises which help desks serving internal customers. That makes them much more costly with the same features in freshdesk. Freshdesk is focused on processing service tickets from external customers which makes me choose freshdesk over zoho desk.

Zach
IT Developer (USA)
Ingegneria meccanica o industriale, 201-500 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Freshdesk - A Great User Experience

5,0 2 anni fa

Commenti: The Freshworks team provides a great onboarding experience as well as continued support across all of their applications. They take my feature request submissions very seriously and are always able to respond to my questions quickly and efficiently.

Aspetti positivi:

This platform is very very easy for both admins and end-users to navigate. There's always a learning curve when implementing a new system, but I had virtually no questions sent to me (an admin), the week of Go Live. The platform lays everything out in a way that is very straightforward to the end-user. From an admin perspective, my favorite thing is how easy it is to create workflow automations. I have created nearly 200 email routing rules. We have about 10 email addresses that our customers send emails to, and based on who the email is from, who the email is to, the domain of the sender address, the subject/content of an email, etc... we are able to create very specific routing rules to get the right emails to the right agents without needing to hand things off multiple times to different agents. I also love the use of tags. For anything that doesn't have its own field (in relation to a ticket), you can just add a tag(s). These tags can be filtered on and reported on. We heavily rely on tags to identify tickets in a variety of ways. Generally speaking, this application has significantly improved our support desk efficiency.

Aspetti negativi:

I wish that Freddy AI would look at all of the domains of the email addresses that are sent to us and would add those domains as unverified "Companies." Right now our "Companies" module is empty because it needs a data import to populate. If Freddy AI could populate this data and then have an admin verify and change the company names, that'd be ideal. I think it should work similarly to the verified and unverified contacts. Outside of this, I really have no complaints. There are some additions to the Analytics reporting tool that they need, but this tool is still in Beta right now so I expect more features to be released throughout the year. The biggest painpoints with analytics right now is 1) I can only share a report with myself or all users. I cannot share with specific individuals or teams, and 2) there are chart-type limitations based on the data you are trying to display. One limitation is that you can only have 4 different metrics in a stacked bar chart. If you have 5 metrics you are tracking against, you are required to use a summary table or line chart.

Alternative considerate: Zendesk Suite

Perché scegliere Freshdesk: Our old system would crash and we'd have semi-frequent downtime where we would not be able to respond to emails.

Omnia
Customer Service Lead (Egitto)
Tempo libero, viaggi e turismo, 51-200 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

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

5,0 2 anni fa

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

Aspetti positivi:

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

Aspetti negativi:

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

Alternative considerate: Zoho Desk

Perché scegliere Freshdesk: 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

Software precedente: Sendinblue e Zendesk Suite

Perché passare a Freshdesk: More features with affordable prices

Utente Verificato
Senior Systems Engineer (USA)
Utente LinkedIn Verificato
Software informatici, 201-500 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Good Customer Support Platform

5,0 2 anni fa

Commenti: 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.

Aspetti positivi:

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

Aspetti negativi:

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.

Alternative considerate: Jira

Perché scegliere Freshdesk: Footprints was an old school on site platform that hadn’t kept up with the times. We needed a total refresh.

Software precedente: Footprints

Perché passare a Freshdesk: Jira is a far more complex and extensive platform

Viktoria
Customer Support (Croazia)
Servizi e tecnologie dell'informazione, 2-10 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

The best customer service desk available

5,0 2 anni fa

Commenti: We used it for daily customer service contact and it was great. It was great for assigning

Aspetti positivi:

Freshdesk is an amazing solution that made my daily life easier. I used it as a part of my work as a customer service agent and it helped go through the tickets quickly and efficiently. Mostly I loved how easy it made for me to track the previous interactions with the customer and how efficient it made me.

Aspetti negativi:

We tried the call centre as well, but that did not work so well. We had calls drop randomly after a few seconds so we stopped using that feature.

Alternative considerate: Zoho Desk, HubSpot CRM e Zendesk Suite

Perché scegliere Freshdesk: We suddenly had more tickets than we could handle using only email.

Software precedente: Gmail

Perché passare a Freshdesk: Because of the price and it seemed like the most well rounded of the bunch.

Carly
Owner (USA)
Vendita al dettaglio, Lavoratore autonomo
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Freshdesk is simple to setup and makes bug-tracking a cinch!

4,0 2 anni fa

Commenti: Personally, this was the best platform that ever happened to our team. We reviewed some pay-for feature models, as well as the free bug tracker in Spiceworks (which had a ton of adware), and Freshdesk was the simplest to use and track our bugs even with the non-ability to drill down further with the tier we were using for our staff. The only other thing I would mention, is that it is not HIPAA compliant, so you want to make sure anything users are posting in there is not anything related to proprietary software. Otherwise it worked like a charm for our team, and our users seemed to like it. You do need to make sure that your teams using it have their emails alerting them, otherwise a ticket can just sit there. I found that I was reminding folks to check the freshdesk--from an IT standpoint, we were in there every day fielding tickets and this really helped us to schedule out our day/week and prioritize.

Aspetti positivi:

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

Aspetti negativi:

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

Alternative considerate: Jira, Spiceworks e Zendesk Suite

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

Michel
Technical Support Lead (Canada)
Software informatici, 11-50 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Best Helpdesk Application for your Money

5,0 2 anni fa

Commenti: First of all, they preach by example because Freshdesk's support is top notch. I found myself inspired every time I deal with them and even though I have (too) many years experience in the support business, I have learned from my interaction with Freshdesk's agents. It is clear to me that support is very important to this vendor and they obviously select and train their agents very well. Integrating the product in our environment was very easy and managing it is simple or as complex as you want it to be. I have been using Freshdesk for over 10 years now and they still surprise me with new features and new learning material (lots of "how to" videos, training and webinars).

Aspetti positivi:

Multi language, great knowledge base, easy to automate a lot of features (multi time zone groups, SLAs and Business hours/holidays support and many more) and available add ins to suit pretty much any requirement. Being on the cloud means we always have access no matter where we are or what we use (Tablet, Phone, laptop, desktop, ...). In the current world wide pandemie reality, all our agents are now working from home and the transition was seamless.

Aspetti negativi:

Reporting needs some love, although the basic is there. Freshdesk has recently added Analytics which is great but not that easy to configure so that you get the exact result you want. They are working on improving this. Most of the things I liked less about this software have been improved and quite a few features that we needed have been deployed over the years. We are also in the software development business and we understand that it is impossible to satisfy everyone, customers are really way too creative at times ;-).

Anthony
Developer (USA)
Design, 51-200 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

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

4,0 2 anni fa

Commenti: 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.

Aspetti positivi:

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

Aspetti negativi:

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.

Alternative considerate: HelpDesk, JIRA Service Management e Zendesk Suite

Perché scegliere Freshdesk: Jitbit didn't have all the features we needed, was difficult to keep organized across many clients, and nearly impossible to track SLAs.

Software precedente: Jitbit Helpdesk

Perché passare a 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.

Utente Verificato
Managing Director (Austria)
Utente LinkedIn Verificato
Software informatici, 2-10 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

It's good enough, but some features are lackluster, too expensive or missing

4,0 3 anni fa

Commenti: You'd think that 400M of total investments gets you an insanely good piece of software. It does not.
Freshdesk was a huge step up from the tool we used previously and has some nice features. It's disappointing that some of the features are lackluster implemented or missing altogether or require you to purchase a higher tier license - just to maybe get one more feature out of a whole bundle you won't need.
That's not a stand-alone issue in this industry, but it's extra disappointing if you come across a promising tool that just can't go that extra mile.

Aspetti positivi:

It's quickly set up and you'll be working with it in no time, especially when you start from scratch and don't need to import (a lot). As you work more with it, you'll run into a few issues that you'll have to adjust to. Most of it isn't major, it's just these little things that would turn it into a great tool. So without them, it's "only" good. There are a few nice features when it comes to automation.

Aspetti negativi:

There's quite a few things I find annoying. None of them are bad enough to stop using Freshdesk altogether, but they're annoying. In no particular order: - There's no default ticket view for users, information like this is stored in cookies - and lost when a user needs to delete their cookies for one reason or the other. - Ticket list can be filtered by various criteria, those filters can be saved. But columns are set once, regardless of views. So you can't have different ticket lists where one shows the priority and the other does not for example. - Speaking of lists: They are hard coded only for contacts and companies. - The API uses base auth with a very simple password. - Automations are limited in scope and the rules need to be set up very, very carefully to make sure they don't interefere with each other. - If you want to change basic SLAs, you need to upgrade to the higher tiers. - If you want to have different Notification emails per group or type, you need to handle them in Automations (with less formating options) and not via the Email Notification Templates. - Some things are dictated by the system and can't be changed or turned off: Some notifications, some columns in the ticket views, for example. - Status codes are shared across different groups and/or products. So if you need a "Pending Approval" status for your Changes, you will have it in Incidents, too.

Alternative considerate: HappyFox Help Desk, DeskPRO, Zoho Desk e Kayako

Perché passare a Freshdesk: As you see above, there are quite a few drawbacks. None of these was a deal-breaker for me, but they do seem to be rather arbitrarily set limitations to get customers to upgrade to more expensive tiers of support. Ultimately, the deciding factor was the ease with which to integrate Freshdesk over their API with other tools that we use. Compared to the others: Zoho Desk's API was almost as bad as their customer support, but their ticket workflow options are far superior to Freshdesk. Happy Fox came close, but their API had a severe limitation for us as they only allow one specific status to create tickets with, which didn't work for our use case. Otherwise, we would've picked that. Zammad did not support multiple email inboxes at the time we tried it. Kayako did not leave a lasting impression. Deskpro was for the longest time the forerunner, as we really would've liked a self-hosted tool. Their user interface is not as slick as the one from Freshdesk (or any of the others, really) and I don't like how they handle workflow status, but their support team was *by far* the best of them all. Unfortunately, we didn't get the self-hosted option to run reliable in our environment. And while their API outshines everybody else's we tried their GUI was a bit too clunky and cluttered for our taste. I'll definitely will keep an eye on them and check back how they improve.

Sandor
Owner (USA)
E-learning, Lavoratore autonomo
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

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

4,0 3 anni fa

Commenti: 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.

Aspetti positivi:

The software has a great deal of functionality.

Aspetti negativi:

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.