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.
Neal J. Specializzazione: Computer e sicurezza della rete Numero di dipendenti: 2-10 dipendenti
I started as a free user and found it extremely versatile. My first hiccup was that, as a free user, when the advanced features that were included expired, they disabled my account. Instead of scaling it back it just went offline without warning. Once that was fixed we found an excellent way to continue with the free account until they implemented a "spam" update that invalidated all tickets sent to any email address except our main address. Again, this was done without warning and we were offline for 3 days. We have subscribed but it was done more out of necessity rather than being able to upgrade for full features.
I like the fact that it has a dedicated APP for mobile use, that I can use Email to respond to tickets, great search functionality as well
Interface could use an update to be more compact and show more information in a single screen. right now a ticket takes up pretty much every part of the display. Also, IOS app is slow on startup and refreshing
Anthony C. Specializzazione: Design Numero di dipendenti: 51-200 dipendenti
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.
Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.
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.
Jeff K. Specializzazione: Design Numero di dipendenti: 2-10 dipendenti
Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this.
For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING.
To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period.
If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe.
If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8!
The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"?
Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS.
Stacy H. Specializzazione: Vendita al dettaglio Numero di dipendenti: 2-10 dipendenti
The interface makes sense to use, and when I needed guidance, the Customer Support Team was SUPER QUICK to help me get to where I needed/wanted to be.
I did not come from a technical background, but setting up and deploying this software for all team members was a breeze!
It might actually have TOO many options, but that isn't really a bad thing.
Thabo M. Specializzazione: Industria mineraria Numero di dipendenti: 2-10 dipendenti
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)