Freshdesk is a help desk system and customer service solution that simplifies customer service for your team and helps them provide a great customer experience.
By streamlining customer conversations from across channels, Freshdesk offers an easy way for agents to hold and manage customer conversations across channels from one page. Workflows can be customized and automated, which helps agents focus on delivering exceptional customer service.
Freshdesk is easy-to-use, intuitive and scalable to businesses of all sizes. Over 150,000 businesses across industries, including Bridgestone, HP, Harvard University and DHL trust Freshdesk for their customer service requirements.
Juan pablo A. Branche: Unternehmensberatung Mitarbeiteranzahl: 13-50 Mitarbeiter
I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.
FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.
The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.
Thabo M. Branche: Metallabbau Mitarbeiteranzahl: 2-10 Mitarbeiter
Wonderful, I really like their 24hrs support system
With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK.
We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.
Ease of business
Work Anywhere (App or Web)
Amanda B. Branche: Verlagswesen Mitarbeiteranzahl: 201-500 Mitarbeiter
Freshdesk has been phenomenal in my daily workflow to help me reach my customers.
Freshdesk is pretty simple to use and has a lot of features that you can customize to suit the needs of your business.
The only issue I have found so far is that the reports don't generate correctly. The data used in the reports don't fit with the criteria.
Sean Y. Branche: Architektur & Planung Mitarbeiteranzahl: 13-50 Mitarbeiter
The platform is relatively user friendly and has a sufficient number of features to work well.
Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN.
Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'.
Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.
Torre C. Branche: Informationstechnologie & -dienste Mitarbeiteranzahl: 2-10 Mitarbeiter
We’ve loved Freshdesk since we switched to it about 8 months ago. Our clients love it too. It’s cool that there is also a Knowledgebase feature built-in to help avoid ticket creation for common issues. Their support has proven helpful when we’ve needed them, the platform is feature-rich, and the pricing is very competitive.
The easy to use and beautiful ticketing system not only works great online but also functions very well for our clients if they only ever submit and respond to tickets via their email.
It would be nice if there were more sophisticated tasks / reminders as part of the ticket features but that is not even a feature most people look for, and we have ways to work around those limitations.