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Tietoja tuotteesta Freshdesk

Freshdesk on helppokäyttöinen asiakaspalveluohjelmisto, joka auttaa yli 40 000 yritystä ympäri maailman tarjoamaan erinomaisia asiakaskokemuksia.

Lue lisää tuotteesta Freshdesk

Hyvät puolet:

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.

Huonot puolet:

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

Freshdesk: arvostelut

Keskimääräinen pisteytys

Helppokäyttöisyys
4,5
Asiakaspalvelu
4,5
Ominaisuudet
4,3
Vastinetta rahalle
4,4

Todennäköisyys suosittelulle

8,5/ 10

Tuotteen Freshdesk yleisarvosana on 4,5/5 tähteä. Se perustuu 3 374 Capterran käyttäjän arvosteluun.

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Suodata arvosteluja (3 374)

Kelly
Kelly
Design Engineering Manager, USA
Vahvistettu LinkedIn-käyttäjä
Tietokoneen ohjelmistot, 1 001–5 000 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 1 vuosi
Arvostelijan lähde

The FreshDesk ticketing system is quite efficient

4,0 viime vuonna

Kommentit: 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.

Hyvät puolet:

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.

Huonot puolet:

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.

Chris
President, USA
Tietotekniikka ja tietopalvelut, 2–10 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 2 vuotta
Arvostelijan lähde

Great support ticketing platform and great value

5,0 3 kuukautta sitten

Kommentit: We've been using Freshdesk for 7+ years. We had explored other ticketing platforms but landed on Freshdesk for a balance of cost + features.

Hyvät puolet:

Robust support ticketing platform at a very competitive price. My digital agency uses Freshdesk for all our client support communication, and it's key to our communication and delivering fast, reliable support. The features I use most are the canned responses and the ability to forward emails directly to the system and create tickets that way.

Huonot puolet:

There's nothing I don't like about Freshdesk. I guess my only complaint is that certain features are only available at the higher-paid plans, but I understand that they are a business so I understand why.

Huomioon otetut vaihtoehdot: HubSpot Service Hub

Perusteet vaihtaa tuotteeseen Freshdesk: The free plan at Freshdesk is robust enough for our needs, and it's very user-friendly.

Jessica
Owner, USA
Ravintolat, 2–10 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Ilmainen kokeiluversio
Arvostelijan lähde

Great Product

5,0 2 kuukautta sitten

Hyvät puolet:

Easy to use and able to help when needed

Huonot puolet:

There is Not always timely response to live chat.

Adam
Systems Billing Developer, Britannia
Televiestintä, 51–200 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: 6–12 kuukautta
Arvostelijan lähde

Freshdesk is a perfectly acceptable ticketing system

3,0 4 kuukautta sitten

Kommentit: Freshdesk is a perfectly acceptable ticketing system, it integrates well with email, and captures the core information you want, and allows notes and replys to be added with ease, but at its heart, its limited, with poor filtering, updating and notifying capabilities

Hyvät puolet:

Interface resizes nicely for screen sharing

Huonot puolet:

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

Arpad
Senior software consultant, Unkari
Tietokoneen ohjelmistot, 51–200 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 2 vuotta
Arvostelijan lähde

Comprehensive and User-Friendly Helpdesk Solution

5,0 4 kuukautta sitten

Kommentit: Overall, my experience with Freshdesk has been positive. It's an efficient and scalable helpdesk solution that significantly improves the support process, making it easier to track, manage, and resolve customer inquiries. The tool's multi-channel support and automation capabilities help reduce response times and ensure that customers get timely help. While there are some limitations regarding pricing and advanced reporting, it’s a solid choice for businesses that need a reliable, easy-to-use, online customer support platform.

Hyvät puolet:

Freshdesk replaced our previous support solution that was not visible for our clients. The switch to Freshdesk was a very positive step as it has intuitive and user-friendly interface. It is a platform to kake it easy to manage customer support tickets in one centralized place. The automation tools allow seamless workflows that save time and boost productivity. The ability to assign tickets, set priority levels, and create custom workflows ensures that no ticket is missed. We also intergate it with our contract system, so we can imemdiately book the time spent ona ticket. We also store our knowledge base in articles in the "Solutions", which is nicely searchable.

Huonot puolet:

One of the drawbacks of Freshdesk is that it can become quite expensive as you scale up, especially when you need advanced features that are only available in higher-tier plans. Some reporting and analytics features, while useful, could be more customizable for complex business needs. At times, it feels like there is a bit of a learning curve to fully unlock the platform's potential.

Frank
Network Administrator, Britannia
Tietotekniikka ja tietopalvelut, 2–10 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 2 vuotta
Arvostelijan lähde

Freshdesk opinion

4,0 4 kuukautta sitten

Kommentit: We used it for several years before eventually moving on, but to be honest, the Helpdesk side of things was very wasy to use

Hyvät puolet:

It has a very nice UI, which greatly helps in navigating and prioritises ease of use.

Huonot puolet:

We had some problems with Account security, but the team offered great support to resolve the issues.

Rahul
Solution Architect, USA
Tietokoneen ohjelmistot, 51–200 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 2 vuotta
Arvostelijan lähde

Good ticketing tool!

4,0 3 kuukautta sitten

Kommentit: Overall good ticketing tool for small and medium businesses.

Hyvät puolet:

Easy to use and customize the workflow of tickets as per your business needs.

Huonot puolet:

Not all the customizable features are available in the lower plans (subscription).

Huomioon otetut vaihtoehdot: Zendesk Suite

Perusteet vaihtaa tuotteeseen Freshdesk: Better pricing, workflows, automation and ease of use.

Syed
IT Business Partner, Saudi-Arabia
Kuljetus/kuorma-autoliikenne/rautatiet, 51–200 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 2 vuotta
Arvostelijan lähde

Freshdesk Review

5,0 4 kuukautta sitten

Kommentit: overall a wonderful tool in great price , can be a good combination if used alongwith freshsales CRM

Hyvät puolet:

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

Huonot puolet:

making report bit complicated and required tech knowledge

Huomioon otetut vaihtoehdot: Odoo

Perusteet vaihtaa tuotteeseen Freshdesk: already used in corporate as IT helpdesk Tool, odoo was more expensive

Samuel
Executive Administrator, USA
Tietotekniikka ja tietopalvelut, 51–200 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 2 vuotta
Arvostelijan lähde

Stable and reliable.

5,0 2 kuukautta sitten

Kommentit: Better than average. It checks all the boxes with various levels for companies to determine what is liked.

Hyvät puolet:

Simple to use. HTML email. Fast customer support.

Huonot puolet:

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

Huomioon otetut vaihtoehdot: SysAid

Perusteet vaihtaa tuotteeseen Freshdesk: reliability, stable, no major bugs, HTML email system.

Jack
IT Lead, Britannia
Perusasteen/keskiasteen koulutus, 501–1 000 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 2 vuotta
Arvostelijan lähde

Simple and easy

5,0 4 kuukautta sitten

Hyvät puolet:

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

Huonot puolet:

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

Jessica
Game Programmer, USA
Vahvistettu LinkedIn-käyttäjä
Tietokoneen ohjelmistot, 1 001–5 000 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 1 vuosi
Arvostelijan lähde

We use Freshdesk daily to solve customer problems

4,0 viime vuonna

Kommentit: Easy to pick up and use right away; minimal training required. I appreciate having a centralized location to view, manage, and reply to all of my tickets. It's a benefit if you can combine prepared replies with your own expertise.

Hyvät puolet:

One of my favorite features of Freshdesk is the simplicity with which work can be assigned and prioritized. In addition, the availability of group filters makes Freshdesk a breeze to utilize with large numbers of groups. In addition, the interface is simple and uncomplicated, so creating tickets and monitoring their progression is a breeze. It's useful for managing tasks in customer service. Small businesses can benefit from using Freshdesk.

Huonot puolet:

The cost can add up quickly for organizations of a certain size. It's preferable to develop a desktop application rather than a mobile one; the mobile app's user experience could require some tweaking.

Riyad
Technical Support Engineer, Jordania
Tietotekniikka ja tietopalvelut, 51–200 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 2 vuotta
Arvostelijan lähde

Great Ticket Management Solution

4,0 3 kuukautta sitten

Kommentit: 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

Hyvät puolet:

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

Huonot puolet:

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

joe
Director of Operations, USA
Tietotekniikka ja tietopalvelut, 2–10 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 2 vuotta
Arvostelijan lähde

Simple but powerful ticket system

5,0 10 kuukautta sitten

Kommentit: Overall positive feedback. We would like to see features be able to be added on ala cart. we would also like easier integrations such as billing and inventory software to easier manage items being sold.

Hyvät puolet:

We can keep track of our tickets and see them grouped in the dashboard. I can see at a glance if anything is overdue and what is actively open. I can run metrics to see how many tickets on average we get incoming per day. The field service add on allows us to have customer sign their work order upon completion and keep track of time.

Huonot puolet:

Certain features are not ala cart. Depending on the feature you want, you'd have to upgrade your whole plan and get even more features that you might now want. sometimes when we are replying in a ticket, the curser jumps to the beginning. We haven't been able to figure out if its a keyboard combination or shortcut that is doing it, or something else.

Henrico
Director, Bahama
Vieraanvaraisuuspalvelut, 5 001–10 000 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 2 vuotta
Arvostelijan lähde

Instant access, effortless maintenance and maximum security

5,0 9 kuukautta sitten

Kommentit: Brings centralization and customer inquiries management. Offers automation and great customer support.

Hyvät puolet:

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

Huonot puolet:

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

Macaulley
IT systems administrator, Britannia
Vakuutusala, 11–50 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 2 vuotta
Arvostelijan lähde

Great service for use within small companies.

5,0 5 kuukautta sitten

Kommentit: 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

Hyvät puolet:

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

Huonot puolet:

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

L
Lead Data And Analytics Manager, Britannia
Voittoa tuottamattomien järjestöjen hallinta, 201–500 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 1 vuosi
Arvostelijan lähde

Fresdesk email management for Charity

4,0 viime vuonna

Kommentit: This has a real positive impact on the charity and the ability to respond to customer emails, the overall process of using this significantly reduced response times and missed communications.

Hyvät puolet:

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

Huonot puolet:

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

Anshika
Customer support, Intia
Koulutuksen hallinta, 10 000+ - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 1 vuosi
Arvostelijan lähde

Freshworks enhances ease of operations, reporting and analytic

5,0 3 kuukautta sitten

Kommentit: There was no external support required to configure Freshdesk. We were able to start working after 20 min training. Freshdesk support is always with data and easily accessible.

Hyvät puolet:

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

Huonot puolet:

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

Kandra
Reviewer, USA
Tietokoneen ohjelmistot, Itsetyöllistetyt
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 1 vuosi
Arvostelijan lähde

Freshdesk

5,0 5 kuukautta sitten

Kommentit: 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.

Hyvät puolet:

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.

Huonot puolet:

Very good quality logical elements just in beta variant

Maneck
Service Coordinator, Etelä-Afrikka
Tietotekniikka ja tietopalvelut, 51–200 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 1 vuosi
Arvostelijan lähde

Empowered and well managed customer support application.

5,0 12 kuukautta sitten

Kommentit: The available platform in reaching out customers it is our service desk as well when we need assistance. Effective engagement within the organization.

Hyvät puolet:

It is available at all times and in real time access . Notifications are always available. Great customer support and insight for surveys and feedback. Efficient and effective communication.

Huonot puolet:

It's the best in all customer services it was easy to set up and customize our signature.

Suyash
Manager, Intia
Koulutuksen hallinta, 10 000+ - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 1 vuosi
Arvostelijan lähde

Big fan of FD

5,0 3 kuukautta sitten

Kommentit: 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.

Hyvät puolet:

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

Huonot puolet:

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.

Angela
Research Analyst, USA
Koulutuksen hallinta, 201–500 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 1 vuosi
Arvostelijan lähde

Enhancing Customer Satisfaction Through Streamlined Support

5,0 3 kuukautta sitten

Hyvät puolet:

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.

Huonot puolet:

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

Vahvistettu arvostelija
Vahvistettu LinkedIn-käyttäjä
Yksilölliset ja perhepalvelut, Itsetyöllistetyt
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 2 vuotta
Arvostelijan lähde

Use a few different places, professionally.

5,0 9 kuukautta sitten

Hyvät puolet:

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

Huonot puolet:

Unknown. No comments. N/A DOES NOT APPLY

Praneeth
Executive, Intia
Vakuutusala, 501–1 000 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 1 vuosi
Arvostelijan lähde

Freshdesk made work easy!

5,0 7 kuukautta sitten

Hyvät puolet:

Freshdesk has simplified my workflow, allowing me to easily track customer emails and cases and work with different teams using a single ticket.

Huonot puolet:

While sending the emails to the customer, sometimes, we face text formatting issue

Vahvistettu arvostelija
Vahvistettu LinkedIn-käyttäjä
Kuljetus/kuorma-autoliikenne/rautatiet, 51–200 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: Yli 1 vuosi
Arvostelijan lähde

Fresh Desk - Fresh, Fast & Fantastic

5,0 viime vuonna

Kommentit: our overall experience with Fresh Desk has been excellent. its simple to use, easy to manage, and we have had no complaints.

Hyvät puolet:

we love how freshdesk allows us to manage and organise our tickets for the day, we can group them, split them, merge them and assign in bulk making workload management amazing!

Huonot puolet:

not much is included in the lower tiers you have got to go for the pro one to get the advanced automation parts.

Edward Garibaldi
Edward Garibaldi
Analista, Dominikaaninen tasavalta
Vahvistettu LinkedIn-käyttäjä
Terveys, hyvinvointi ja kuntoilu, 1 001–5 000 - työntekijät
Käytti ohjelmistoa seuraavaan tarkoitukseen: 1–5 kuukautta
Arvostelijan lähde

Useful and versatile tool

5,0 10 kuukautta sitten

Kommentit: In general I can say that I like using this Freshdesk since it is easy to use and the compatibility with various devices is an extra point in its favor

Hyvät puolet:

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

Huonot puolet:

I have no complaints about this tool currently.