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seit 17 Jahren bei der Softwareauswahl
Über Freshdesk
Freshdesk ist eine nutzerfreundliche Kundendienst-Software, die mehr als 60.000 Unternehmen dabei unterstützt, herausragende Kundenerlebnisse zu schaffen.
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.
Tools is really inefficient and their automation tools are built by people with very little CSX experience. Everything needs to be hacked somehow.
Nutzerbewertungen filtern (3’330)
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Nutzerbewertungen filtern (3’330)
Client Friendly Ticketing System
Klasse CX Lösung mit tollen Erweiterungen
Kommentare: Klasse Lösung für Service-Center die v.a. mit externen Kunden / Stakeholdern zu tun haben
Vorteile:
Schnell und einfach einzurichten - gleichzeitig toll auf die CX Bedürfnisse von mittleren Call-Centern und Shops ausgelegt.
Nachteile:
Die Produkte Freshdesk, Freshservice und Fresh-CRM sind nicht ideal aufeinander abgestimmt - laufen eher parallel.
In Betracht gezogene Alternativen: Zendesk Suite
Warum Freshdesk gewählt wurde: Preis und Funktionalitäten - wir hatten neue Anforderungen.
Zuvor genutzte Software: Spiceworks Cloud Help Desk
Gründe für den Wechsel zu Freshdesk: Features, Support, Preis und Partner-Netzwerk
Die Probleme liegen im Detail.
Kommentare: Für kleine Unternehmen, gut nutzbar, sobald die Organisation grösser wird, und die Strukturen komplexer, nicht zu empfehlen.Man konzentriert sich auf KI Features, die nicht funktionieren, und vernachlässigt die komplett das Basisprodukt.
Vorteile:
Anwenderfreundlichkeit ist gut, für die Supportmitarbeiter. Administration und Reporting für grössere Organisation sehr schwach.
Nachteile:
Freshcaller hat sehr viele Schwächen die sich besonders in grossen Organisationen zu Showstoppern werden können.Wenn Mitarbeiter auf verschiedene LOBs gekillt sind, können mehrere Anrufe gleichzeitig eingehenPriorisieren von LOBs nicht möglich.Reporting inkonsistentDie einfachsten Features, wie z.B. dass ein Mitarbeiter einen anderen anruft, nicht möglich bzw. seid Jahren in Entwicklung.Support, oft ungenügend, und bald nur noch gegen einen Aufpreis wenn man Technischen Ansprechpartner möchte.
Einfach Implementierung und Top Service
Kommentare: Wir nutzen Freshdesk für unseren Service, da wir vorher alles über Outlook beantwortet haben. Da wir täglich mehrere hunderte Mails bekommen und die Kunden nach 24 Stunden schon ungeduldig werden, ist ein Ticket-System, das automatische Nachrichten versendet optimal.
Vorteile:
Das Produkt ist wirklich super einfach zu bedienen und einzurichten. Der Support über den Chat antwortet auch immer innerhalb weniger Minuten und konnte bei jedem Problem eine schnelle Lösung finden - nicht nur für uns als Nutzer, aber auch für unseren Programmierer, der eine Schnittstelle zu unserer Webseite eingerichtet hat. Hier wurde auch die Einfachheit gelobt.
Nachteile:
Das einzige negative war, dass die Testumgebung nur beim teuersten Paket enthalten ist.
In Betracht gezogene Alternativen: Zendesk Suite
Gründe für den Wechsel zu Freshdesk: Wir haben Freshdesk vorgezogen, weil es bei Zendesk kostenpflichtig war, dass die Daten in Europa gespeichert wurden und bei Freshdesk bei deutschen Kunden automatisch dabei war. Datenschutz hat bei der Auswahl eine große Rolle gespielt.
Hilfreiche Kundendienstsoftware und auch flexibel beim Nutzen
Kommentare: Sehr Hilfreich und es ist noch gut zu empfehlen
Vorteile:
Freshdesk hat richtrig viele Tools und Futures, damit man nutzen kann für ein bessere Teamarbeit. Zu zweite ist auch günstig, also passt meistens zu allen
Nachteile:
Beim Öffnen das Programm, dauert etwa Zeit. Außerdem wäre noch besser mehrere Tools erstellen, um der Arbeit noch mehr verbessern
Solides Ticketing
Vorteile:
Mir gefällt die einfache Handhabung des Systems. Das System ist wirkllich schnell verstanden und eingerichtet.
Nachteile:
Die Auswertungsmöglichkeiten sind stark beschränkt. Ich kann allerdinsg nur von der Growth Variante sprechen.
Einfach und Günstig
Vorteile:
Preisgünstiges Ticketsystem, viele Funktionen
Nachteile:
In der kostenlosen Variante nicht viele Möglichkeiten ein Ticketfeld zu erstellen
Freshdesk eine Effiziente Kundenbetreuung
Vorteile:
Freshdesk bietet eine benutzerfreundliche Oberfläche, die es Benutzern leicht macht, sich einzuarbeiten und produktiv zu arbeiten
Nachteile:
Einige Nutzer haben festgestellt, dass Freshdesk in Bezug auf die Preisgestaltung relativ teuer sein kann, insbesondere wenn sie viele Agenten oder erweiterte Funktionen benötigen
Schnell einzurichten & Leicht zu bedienen
Vorteile:
Freshdesk lies sich problemlos implementieren und der Schulungsaufwand aller Nutzer war erfreulich gering.
Nachteile:
Gelegentlich gibt es Prozesse, welche nicht 1:1 abzubilden sind. Aber dies ist i.d.R. sehr leicht zu beheben.
Meine Erfahrungen mit Freshdesk
Vorteile:
Dass Freshdesk cloudbasiert ist und leistungsstarke Lösungen bietet
Nachteile:
verschiedenste Konversationen von unterschiedlichen Kanälen werden zusammengefasst
Wichtiges Tool für Unternehmer
Kommentare: Bekomme positive Rückmeldung meiner Kunden und das ist ausschlaggebend.
Vorteile:
Für die Unterstützung bei Interessenten und Kunden ein Top Tool
Nachteile:
Bisher keine Nachteile, darum habe ich nicht negatives zu berichten.
Convenient and reasonably priced
Kommentare: Freshdesk from our users is crucial as a consumer app. With Freshdesk, our customers can quickly and easily send us comments or concerns, and my staff can quickly and simply respond and stay in touch with the customer. Each feedback ticket may then be monitored to ensure it was addressed and resolved in a timely manner.
Vorteile:
We've been using Freshdesk for years and are quite pleased with our decision to switch from Jira. With so many tickets, we quickly outgrew Jira, which caused it to break often and make its interface cumbersome. After years of problems, we finally made the transfer to Freshdesk. When compared to Jira's pricing and functionality, it's hard to top this deal. Since we'd lost our previous wiki and needed to start again, we used Jira's streamlined setup process to create a new one. It's a combination of the help desk's ticketing system, online chat, email, and a comprehensive knowledge library.
Nachteile:
There is nothing I dislike about Freshdesk. As a support desk tool, it much above our expectations, therefore I will be investigating their other offerings.
Improve Your Customer Service Using Freshdesk
Kommentare: One of my favorite features of Freshdesk is the wide variety of tools available for providing excellent customer service. The ticketing system is one of many notable features since it efficiently organizes consumer inquiries and guarantees that none are overlooked.
Vorteile:
Our support staff can now respond to client questions quickly and effectively. The user-friendliness of the interface facilitates quick responses from agents to consumers. Our customer service processes are now more streamlined, our response times are faster, and our customers are happier as a result.
Nachteile:
Freshdesk has many features, however it might be better in a few key areas. The intricate nature of pricing structures is one such factor. Freshdesk's price structure can be confusing, especially for new enterprises with limited resources.
Freshdesk
Kommentare: 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.
Vorteile:
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.
Nachteile:
Very good quality logical elements just in beta variant
Lacking rudimentary filter/show by date range feature, terrible for recordkeeping
Kommentare: 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.
Vorteile:
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!
Nachteile:
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.
Fresh or Foul? Let's Dig In
Kommentare: Overall, Freshdesk is a solid or "fresh" choice for small to mid-sized businesses needing an intuitive, feature-rich helpdesk solution. Its strengths lie in ease of use, automation, and multi-channel support, though more complex needs may require upgrades or consideration of alternative platforms.
Vorteile:
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.
Nachteile:
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.
In Betracht gezogene Alternativen: Zendesk Suite
Gründe für den Wechsel zu Freshdesk: Pricing for Zendesk was just outright confusing.
A Great CSS
Kommentare: My experience is very positive, with no lag, great versatility, and performs perfectly for our needs.
Vorteile:
It has many useful functionalities and great analytics. Flawless for keeping track of tickets and staff members' performance.
Nachteile:
The cons are very few and not worth mentioning. We had minor outages in the past which is normal with any kind of software.
Great service for use within small companies.
Kommentare: 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
Vorteile:
Freshdesk has a free plan that is very useful for our internal use. it is simple and easy to get along with
Nachteile:
there is some limitations of the free plan. not major for our company
Turn of "Autorenew" or they will overcharge you!
Kommentare: Overall, it is an OK company, but their payment policy is terrible and I can't recommend them at all unless you're ready to be overcharged and lose money.
Vorteile:
Fresh desk was a useful platform for customer service for 2,000 people for our project. It was easy to use and follow up with.
Nachteile:
Fresh desk has a policy that once your subscription has started it cannot be cancelled. We paid for 6 months, then without any warning or confirmation they automatically renewed it for 6 months and we aren't using it and they won't process a refund. Big waste of money!
Robust Zendesk Suite Alternative that I Highly Trust
Vorteile:
Freshdesk improves customer satisfaction by centralizing chat, email, phone and social conversations which helps resolve issues rapidly.
Nachteile:
I slightly dislike that Freshdesk is cloud-based and always require internet connection to use.
Freshdesk For The Win
Kommentare: Overall my experience is a great one, it gives us the ability to easily request things we may need, from starter set ups to leavers to issues we may be experiencing leading to quicker resolve times for all.
Vorteile:
Like most that the system is easy for all to use, and that it can be personalised to your company with logo etc.
Nachteile:
Sometimes it can time out if you aren't quick enough which removes any request and you have to start again.
Freshdesk makes working easier!
Kommentare: In general, I think there are plenty of customizations and features with Freshdesk. The real selling point for our company was the analytics because we can see the history of our tickets and prevent them from reoccurring in the future.
Vorteile:
I love the analytics and history log in Freshdesk. Freshdesk tracks agents' productivity through out the day and breaks up this information by the hour. We can also look up who has resolved the most tickets or who sends out immediate responses. All of this information is especially helpful when assigning new tickets because we can see a history of our most efficient employees. Previous tickets can be easily searched by key words, agent, or time frame. When multiple people are working on one project, it really helps to decipher who did what and when!
Nachteile:
One thing that I believe can be improved is having a group option to send out an email. It's not common when we have to include multiple people on a ticket but when we do, we have to cc them in the very beginning as opposed to adding "Group A". -- The information still gets everyone on the same page, however it is an additional step on the agent's end.
In Betracht gezogene Alternativen: Jobber und Salesforce Sales Cloud
Warum Freshdesk gewählt wurde: We made the switch because we outgrew Jobber and its capabilities. Jobber lacked the analytics, history, sales features, and user friendly options necessary to grow our business.
Zuvor genutzte Software: Jobber
Gründe für den Wechsel zu Freshdesk: We chose Freshdesk because of the variety of user friendly capabilities and features. Salesforce had aggressive sales reps who didn't care about our companies needs. Zendesk wasn't user friendly and many of the "integrations" could only be connected by people with web design or coding experience. Jobber fit our needs as a smaller company but now we have 5 service divisions. Overall, Freshdesk is the platform that suits all of our needs as a growing company.
Easy to setup and use. Great ticketing system
Kommentare: We are an MSP and Freshdesk is the core of our support business. Without it we wont be able to keep track of what work needs to be done. Our client tickets get logged on Freshdesk and assigned to technicians. Time logs gets added, tickets get exported and processed for billing. Any issues that we've had, we simply contacted them via in support chat and it was resolved quickly.
Vorteile:
Incredibly easy to get going with the software. Your in house IT team can set this up themselves and you dont need to spend a fortune getting a consultancy firm to do it for you. The interface is also very intuitive and even without any training your staff should be able to do the basics. We looked at other solutions that were more of an all in one kinda package that also included financial, stock/warehousing etc but found that these were overly complex and as a result made us work less efficient and the helpdesk staff also did not want to use it because it was just too bloated for their needs. Freshdesk does ticketing and it does it well. The company does have other software modules and integrations that you can add if you want (addon integration apps or maybe look at their other products like Freshsales or Freshservice) If you just want a great easy to use ticking system, definitely give Freshdesk a try. The free trial should be more than enough to give you a fell for the system.
Nachteile:
I cant really think of a con. Some might want something that has more features or customization but we are seeing that as a pro as it keeps it simple and efficient (not that Freshdesk lacks features. For us, it has everything that it needs to have and more)
In Betracht gezogene Alternativen: JIRA Service Management und Zendesk Suite
Warum Freshdesk gewählt wurde: Easy of use and setup. No server to maintain as it is a SaaS solution.
Zuvor genutzte Software: Cherwell Service Management
Gründe für den Wechsel zu Freshdesk: Enjoyed the user experience and catered for all our needs
Very happy with Freshdesk
Kommentare: We are a distribution company that imports several US and European brands into Canada. We manage the customer service inquiries for all these brands for Canadian customers and retailers. We were previously using Outlook inboxes but that became too cumbersome. Freshdesk has allowed us to feed all inquiries to one place while still maintaining our separate brands and automatically routing tickets to the appropriate customer services team. Our workflows are more efficient and customers are easier to track.
Vorteile:
Freshdesk is extremely easy to implement and the ability to customize experience, workflow, automations, users, and more allows us to optimize for our business needs. The onboarding and customer support has been very knowledgeable and friendly. The software offers excellent value for what you pay. Everything we need for our medium-sized company is in the plan we've chosen and as our needs grow their higher tier plans look like they will grow along with us. We also chose this software because it integrates with their Freshchat solution.
Nachteile:
There are a few automations & rules that are pre-built into the software that didn't fit into our business workflow. But we easily adjusted them to fit our needs.
In Betracht gezogene Alternativen: Zendesk Suite
Warum Freshdesk gewählt wurde: To improve efficiencies and better track agent performance
Zuvor genutzte Software: Microsoft 365
Gründe für den Wechsel zu Freshdesk: Freshdesk capabilities and features are very comparable with Zendesk's and at a lower price point.
A Fresh Start to Better Customer/Issue Tracking
Kommentare: We needed to migrate from a support solution that was bought out by Microsoft. Microsoft CRM Dynamics was too expensive, so we reviewed over a dozen solution providers. The Freshworks team worked with us to ensure we had a successful implementation (3 months - part time). They were also very receptive to our feedback and have incorporated those ideas into Freshdesk. We just got done adding another SSL certificate for our latest product's portal. The support team came through again with flying colors!
Vorteile:
We use Freshdesk every day to capture and work customer-reported issues. The ease of use has a major factor migrating from our former portal solution. We were able to keep things simple while still capturing all the critical elements of the issues. The Solutions page (knowledge base) was/is very easy to maintain and update. From an Administrative perspective, the product is easy to configure and customize. Further, we have enjoyed nearly 100% up time over a year and a half!
Nachteile:
We were hoping to port over prior ticket history from our prior solution, but were unable to capture "conversations" as part of our migration. However, Freshworks was able to create new records for each legacy ticket as part of our conversion. In the long run, only a couple customers ever noticed their prior ticket submissions.
In Betracht gezogene Alternativen: Salesforce Service Cloud, HappyFox Help Desk und Zoho Desk
Warum Freshdesk gewählt wurde: Parature was purchased by Microsoft and users were given the 'option' to migrate to CRM Dynamics. Parature was also expensive and moving to Freshdesk was a solid financial option.
Gründe für den Wechsel zu Freshdesk: Overall, we just needed a simple process for handling ticket submissions and responses. Many solutions came with high price tags that were just not in our budget. The implementation and training options provided by the Freshworks team sealed the deal for us.
Support Detail
Kommentare: Our business needs quickly expanded into handling over 50 tickets / work orders a day across multiple client sites. We were struggling to find a suitable solution that would cater for multi site, multi users without incurring addition costs for client access to their tickets. Freshdesk software ticked all the boxes when it came to the online portal access for clients and exporting ticket information into CSV files.
Vorteile:
- Creating, monitoring and finding specific information: EXCELLENT - User interface is very fresh, intuitive and user friendly - Keeping track of files was an added feature I didn't expect and was very useful the bigger the tickets became. - Splitting and Merging tickets is a must for any helpdesk. This software is very intuitive on this feature. - Mobile App is so easy to use across IOS and Android. - Reporting Functions are excellent - really think the custom dashboard is a REAL PRO when considering a Helpdesk Software Solution. - Setup: If your not a tech person, Freshdesk live support is excellent. They have helped me same day on each occasion. Very reliable and efficient, but most of all understand your requirements.
Nachteile:
Integrations are getting better with other software platforms but there are no real cons to be mindful of whatsoever with Freshdesk. I would like to see a better integration with Xero Financial Software.
In Betracht gezogene Alternativen: Zoho CRM und Zendesk Suite
Zuvor genutzte Software: Mojo Helpdesk
Gründe für den Wechsel zu Freshdesk: Easier setup Better Reporting Better Email Notification Setup Better Integration Advanced Searching Feature across tickets and tags