Freshdesk

Avantages

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.

Inconvénients

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

Avantages

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!

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

Its a great platform to manage the client tickets and messages. It has built in option to reply back to client incidents as a tech support.

Inconvénients

The ticket status management is not efficient. Sometimes you can pile up a huge list of tickets which are irrelevant and stay as open.

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

I loved Freshdesk's ability to achieve immediate response across all the channels we use. Freshdesk's ticketing system is powerful, all inquiries are turned into tickets and automatically transferred to the relevant member's panel. The chatbot is great, easy to set up and can cover more than one language at the same time, fast, and accurately understands the content of inquiries to simplify customers' access to the services they need easily.

Inconvénients

There are no negatives to mention. Freshdesk is straightforward, easy to set up. Its arrangement of transferred tickets according to importance is excellent.

Avantages

Wonderful Product to manage your staff bandwidth. also easy to manage and use.

Inconvénients

GUI of this product, Freshdesk can better with it.

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Pourquoi passer à Freshdesk

Avantages

I am able to offer live chat to our customers which help resolve issues rapidly.

Inconvénients

It depends on internet connection due to lack of offline access.

Avantages

The system and set up is good.
Easy to use.

Inconvénients

We've had a frustrating experience with Freshdesk's customer service. Initially, we used the service for four agents, but when we reduced our team to three, Freshdesk couldn't adjust our contract until the next yearly payment cycle. They offered us a credit for the following year, but after we reduced to just one agent and informed them immediately, the credit issue became a nightmare.
Despite reaching out months before the next payment was due and forwarding their previous email confirming the credit, no one seemed to have record of it. We endured numerous calls and had no updates, with Freshdesk insisting we pay for two agents despite having only one for nearly 10 months. After escalating the issue to a manager, we still received no resolution. As a result, we had to pay for services we didn’t use and ended up discontinuing Freshdesk. We do not recommend their service due to their poor communication and inability to resolve issues.

Avantages

It's personalised reporting and filtered views across multiple different screens means that accessing the exact data on SLAs and notifications was so easy to access, regardless of how many support tickets are active.

Inconvénients

It's UI is a little outdated, but it looks like they're improving that constantly.

Avantages

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

Inconvénients

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

Alternatives envisagées 

Pourquoi passer à Freshdesk

Avantages

Schnell und einfach einzurichten - gleichzeitig toll auf die CX Bedürfnisse von mittleren Call-Centern und Shops ausgelegt.

Inconvénients

Die Produkte Freshdesk, Freshservice und Fresh-CRM sind nicht ideal aufeinander abgestimmt - laufen eher parallel.

Alternatives envisagées 

Pourquoi choisir Freshdesk 

Logiciel antérieur 

Pourquoi passer à Freshdesk

Avantages

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

Inconvénients

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

Avantages

Ich bin sehr zufrieden mit dem Ticketsystem Freshdesk! Die Benutzeroberfläche ist übersichtlich und intuitiv, sodass man schnell in die Nutzung einsteigen kann. Besonders gut gefällt mir die Möglichkeit, verschiedene Kanäle wie E-Mail, Chat und Social Media zu integrieren und alle Anfragen zentral zu verwalten. Das System ermöglicht eine effiziente Bearbeitung und Nachverfolgung von Support-Tickets, was die Kommunikation mit unseren Kunden erheblich verbessert hat. Die Automatisierungsfunktionen sparen viel Zeit, und die Reporting-Tools liefern wertvolle Einblicke in die Performance des Support-Teams. Auch der Kundenservice von Freshdesk ist hervorragend – schnell, kompetent und stets hilfsbereit. Insgesamt eine klare Empfehlung für jedes Unternehmen, das ein leistungsfähiges und benutzerfreundliches Ticketsystem sucht!

Inconvénients

Es gibt wenig negatives zu berichten. Das einzige negative, ist tatsächlich der englischsprachige Support, der tatsächlich etwas schleppend von statten geht.

Avantages

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

Inconvénients

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

Avantages

I like the AI that is used to route tickets and analyze the customers concerns, as well as perform repetitive tasks. The ticket merging feature helps collectively group similar concerns which makes working through them much easier and more efficient.

Inconvénients

I think the user interface is not as intuitive as it could be, but that could easily be updated over time. The communication options are also slightly limited as well, but nothing that would pose an issue.

Avantages

The ease of article and knowledge base creation and management.

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

Simple to use. HTML email. Fast customer support.

Inconvénients

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

Alternatives envisagées 

Pourquoi passer à Freshdesk

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

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

Inconvénients

making report bit complicated and required tech knowledge

Alternatives envisagées 

Pourquoi passer à Freshdesk

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

How much they changed the features for the free version

Alternatives envisagées 

Pourquoi passer à Freshdesk

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

Very good quality logical elements just in beta variant

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

I do not have any cons about this product.

Alternatives envisagées 

Pourquoi passer à Freshdesk

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Pourquoi passer à Freshdesk

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

Interface resizes nicely for screen sharing

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

nessuno, a volte le notifiche in ritardo.

Avantages

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

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

Inconvénients

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

Alternatives envisagées 

Pourquoi passer à Freshdesk

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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