Freshdesk-Bewertungen und Produktdetails

It is easier to setup and start, even to small companies.

The features of each service level (blossom, etc.) are a bit confusing.

Currently all my support effort depends on Freshdesk. Everything in one place.

The new user interface is beautiful definitely well designed with perfect accent colours.

Quite costly for a ticketing system, however, the features that come with that cost is quite nice.

It is mainly for IT support. The dashboard has been very beneficial to provide the best support we can for others.

I like the fact that everything from our support email goes to one place, and it makes conducting support correspondence really easy. Definitely preferred to my Outlook inbox. Love the filters and the ease I have finding things.

Honestly, the things that I am missing, so far anyway, have been an issue of education, not of your platform. Everything I need is there, if I look for it. My only issue is this: The "Explore" link ("?" on the upper-right of page) errors, with this: The webpage at https://support.actioncardapp.com/announcements/account_login_url?redirect_to=https://productupdates.freshdesk.com/support/home#mint=undefined&[email protected]&account_id=199792&lang=&plan=blossom&state=active&articles_tag=SWMintAdoption,agent might be temporarily down or it may have moved permanently to a new web address.

Freshdesk gives us an automated repository for correspondence that is at once easy to maintain and keep clear of junk,and quickly navigable when accessing support histories.

Reponses by the agents are really quicker

My problem still unresolved and pending

None.

There's so many different types of support we can offer our customers all at the same place.

I've noticed some glitches like when I'm trying to delete something the modal disappears all of a sudden and I have to start over again, or the page refreshes when I'm trying to do something.

Handing out paper copies of "how to" articles which customers continued to use even after our product had changed.

Best features are the modern user interface that is very easy to use and the flexibility of the system. The API was a breeze to work with and the Dispatch'r, Supervisor and Observer tools have a lot of power that is easy for even non-tech or low tech users to make use of.

There are not many negatives. From a feature aspect, the lack of a contact/company purge (after deletion) is a glaring feature we ran into. You can not have multiple contacts with the same unique identifying information (like email address). To "purge" a contact and reuse the email on another contact, you have to (1) add a second email address to the contact, (2) set the new email address as the defaults, (3) remove the original email address from the contact, (4) then delete the contact you wanted to purge. This deleted contact stays in the trash forever so that leaves a really long list. Aside from that, the only other issue is cost. It is a great product but the new pricing scheme is much more costly than the 2016 plans. The 2016 plans included more features in the base levels but did not cost terribly per user. They also had the ability to purchase temporary day users for those who access the system once a month etc. That is the current plan we are on. During implementation, they switched their pricing schemes significantly. Now the basic features we use and are very happy with are only included in much more expensive plans. "Upgrading" to those plans will cost us 2-3 times as much as we are paying now. That is an extreme change in price. I do not know what is going to happen when they decide to do away with the 2016 plan we are currently using.

We are using Freshdesk for internal support and for external support of our customers. This includes integration with our existing software's ticket portal, providing Freshdesk portal access to our customers, automating internal system reporting, and agent access to the mobile apps.

I really do like the properties panel, with my ticketing system experience its the one I like the most. Clear, simple, allows to work more efficiently. I am still exploring all of the features we didn't have with previous ticketing system.

its hard to say since everything is new to me, but since 2 weeks of testing the platform I didn't face any inconvenience. I may update you after full migration about my thoughts.

We are solving data connectivity issues. Clients report problems with particular SIMs/connectivity issues and we are checking the connection in a big shortcut.

I love the keyboard shortcuts, automated macro like actions (Freshdesk calls them "scenarios"), the ease of use, and the overall UI/UX. It's all top notch! Freshdesk is a truly extraordinary product and we've been very happy with it.

I really dislike that the mobile app for iOS is so featureless. We've been asking for tags to be a part of that app for awhile. The android app has tags supported. Why not iOS? Same thing for file attachments. The mobile app should support attaching a file to a ticket that isn't just an image. It should support google drive, iCloud drive, or even just the native iOS files app.

We needed a way for customers to reach out to us via email and have it generate a ticket to our customer support agents. We also needed an easy way for the customer support management team to have visibility into our support processes, to track ticket trends, etc. Freshdesk does all of that and more.

It is easy to configure and easy to use. Our new agents quickly get used to it.

The period during which a ticket was put on hold is included in the SLA calculation, so a ticket marked as "SLA violated" is probably not. There's no way other than go ticket by ticket to ckack in the activities if a ticket was put on hold, or not, and subtract the time it was put on hold to check if it was really "SAL violated". It is a problem for us because we are dealing with lots of tickets and the results are reported to our clients but we are losing time every month to check the SLA violated tickets one by one.

Software issues for the education/e-learning sector: schools, high schools, etc.

Responsive and user friendly. This plateform give us a centralize way to take care of our custumers.

I'm not able to track or generate stats from the agent creating the ticket. Multi-language is not implemented everywhere in the solution. Portals customisation is complex to manage and update. Facebook no longer working (seems to be on facebook side)

Giving custumers access to crucial informations about our support.

The UI is pretty customisable and responsive. Furthermore, working between several support teams is really convenient.

The platform offers extremely limited data reporting

Providing support for our Marketing Intelligence platform. Freshdesk allows us to operate our entire support apparatus, internally and externally

Overall responsiveness through the chat channel has been outstanding.

Some of the report building functionality could be improved.

Supporting a large network of retail locations through a single team. So far, we have gained 30% in team efficiency.

Anytime I have an issue they resolve it quickly.

Slightly difficult to work with to customize for our use.

We use to coordinate our customer tickets. It works very well for allowing them access to viewing the status of their tickets.

Freshdesk is easy to train employees on. Navigation is intuitive and the level of customization to match our offerings was easy to set up.

It's a picky thing to dislike, but the fact that the Contacts uses a single name field is a bit limiting. I'd prefer the ability to mark first name and last name (even if those aren't globally used values) just to speed up and improve the auto-response addressing of emails.

Our tech support team is small, but globally distributed. Sharing an inbox lead to a lot of confusion over who was responsible for what, but Freshdesk allows us to assign tickets clearly, share a knowledge base and has lead to improvements in our support offerings now that we have a customer support center & chat widget available.

The Freshdesk helpdesk system is quite easy to use.

There are some things, like the support portal that could use some more customisation options.

We're using it for our technical customer interaction.

The interface is user friendly and works efficiently pretty much all the time and allows for required functions in a helpdesk requirement.

A few limitations in customisation in layout etc. and audit trail doesn't always cover all changes in enough detail.

Using it as the main tool in a helpdesk function, logging incidents, requests and managing project work.

Very easy to route and organize incoming tickets to each agent. Also, program is now better at letting you know if another agent is working on the same ticket as you so that duplicate or redundant emails are not sent.

There needs to be a way to resize images inside the reply text box. This used to be available in the previous version however in the new mint version it is not.

Simply being able to manage multiple agents and being able to collaborate and ensure that there is a consistent company stance on all issues regardless of which agent is handling the ticket

Easy to use ticketing system with good features

With the recent features, there is nothing we dislike about the product.

We use FreshDesk as our primary trouble ticket and solution system.

I liked that the agent tried everything in her power to help resolve the issue I was having.

The issue I was having was not resolved due to admin privileges. I do not currently have.

I solve mostly tech issues with Freshdesk. I like how I can organize the tickets I receive and the software is easy to use.

Freshdesk has a unique ability to manage all of our support requests on one platform. It makes our team more efficient in being able to assist customers by providing real-time data analysis on our performance.

The one downfall is when working with multiple support portals. You have to put in some extra time on the back end to ensure they are set up correctly and that Dispatch'r is accurately assigning product requests to the right teams.

Support efficiency has improved by being able to see how our team is responding to requests. It also helps with our organization by keeping everything in one place for easy access.