En savoir plus sur Freshdesk
Freshdesk est un logiciel de service client facile à utiliser qui aide plus de 40 000 entreprises dans le monde entier à créer des expériences client exceptionnelles.En savoir plus sur Freshdesk
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Outil de ticketing complet
Commentaires : Dans l'ensemble, je suis content de travailler avec freshdesk qui me permet de bien gérer mes tickets au quotidien.
Ce système de ticketing est facile à utiliser. Il y a des fonctionnalité à la pelle qui peuvent être rajouté. Lors de l'écriture d'un incident, il peut detecter les mot clé et vous proposer des solution de contournement quand celle ci sont enregistré au préalable. Possible de référencé les incidents pas tag Interface adaptable pour chaque utilisateur. La facilité d'intégration des tickets, les mises à jour des tickets en temps réel et la possibilité de rédiger des réponses en les conservant pour les problèmes communs.
Je ne vois pas trop de point faible à freshdesk. Peu être le temps de la prise en main, il y a beaucoup de fonctionnalité . Manque de tutoriel
Convenient and highly adaptable Tool
Commentaires : The price is fair from my point of view and you can choose the plan that best suits you. We first started using the ticket solving tool in our Customer Service. Over time, we decided to increase and add the other tools that really made an improvement in our plan.
Since we have used it it has been an incredible experience, we are completely satisfied with the product. Contract staff has used it and was present during the evaluation process. It has good points in favor with which we are happy. Easy to configure and start to use and this is very important, easy to integrate into websites or use API to integrate into our systems.
On some occasion we may have had the option to Retrieve a correspondence that we previously transferred. The integration with our telephony provider has not been the best and this is a big problem for us.
Simple to start, features grow with plans
Commentaires : We needed customer support system and helpdesk center, both of those were nicely covered with Freshdesk features and allow us to enable additional features if our needs grow.
Easy to setup and start using, easy to integrate widgets to existing website or use API to integrate into our systems. Free tier limits are enough to start really using the product and evaluate available features and how much does Freshdesk align with what you need to solve (in our case helpdesk center and customer support ticket management)
Some features are locked behind higher tier plans so it's not possible to just try them, but Freshdesk support was happy to allow us to try our full trial even after year of having lower tier plan.
Alternatives envisagées : Zendesk
Pourquoi passer à Freshdesk : Freshdesk was more "simple" for us to try, meaning its UI and features were clear to us from start and did integrate nicely with our procedures and communication flow.
Software that is still evolving
Commentaires : This was the first software used for Customer Support on the website and a stepping stone. Moved to Gorgias that works well with Shopify.
User-friendly software and worked with previous software before upgrading to Shopify
Support was unreliable and not helpful as the team was passed off to other representatives. More frustrating then helpful
Alternatives envisagées : Gorgias
Pourquoi passer à Freshdesk : Have since moved to Gorgias
My best Help desk application
Commentaires : This is a tool that has helped in increasing productivity of my organization as we get to service our multiple clients with the structured ticketing system. Tracking unresolved issues has also been made easy and this built trust between our clients and our organization.
This is our best application in issue management and client support. It has been helpful through its use in resolution of client based issues especially with its social media integration. Fresh desk also has one of the best support team in the market and this I an advantage which sets it above other help desk applications.
The ticket management system is not that helpful. While having complaints from multiple customers, it is very difficult to ascertain the actual team member responding to clients and this from my perspective is a major setback.
Everything you need in a helpdesk, for beginners and experts alike
Commentaires : Previously the team was managing support by a shared email inbox only - a nightmare for anyone familiar with helpdesk platforms. Freshdesk was simple enough to implement and integrate into daily routines for both admins and users.
Straightforward to get up and running, low cost for small support team, easy and intuitive for customers to use, great knowledge base integration.
Tiered pricing - some features we would like to use are only available on higher plan levels. Simpler pricing would be preferred - e.g. a feature-limited free version and a paid version which offers all features.
Alternatives envisagées : Zendesk
Pourquoi passer à Freshdesk : Less expensive
Easy tool for Customer Service tickets management and Chat solution
The pricing is clear and easy to choose the best plan. We started using the tool for Customer Service ticket management first. With time, we decided to implement chat solution and a very decent tool was available in our plan.
Custom reporting available only in higher plans.
Alternatives envisagées : Zendesk
Pourquoi passer à Freshdesk : Pricing and easy interface.
An excellent tool to keep support up to date
Commentaires : We were able to distribute queries in an agile way to the different material units by objective, just as we used quick reactions to respond to visitors in an agile way. Overall, Freshdesk is a great app for processing customer management and query results.
Freshdesk has been amazing when it comes to customer management. When we did have an issue, it was resolved 100% of the time within 24 hours and that helped our customer with the support unit stay ahead and keep visitors happy. Freshdesk makes it easy to track support tickets generated by organization addicts. It gives precise figures of open and settled tickets.
I would have loved the new prank management to be brought up as the other party felt it should be incorporated with the stamping programming and not be freely sold.
All you need to help your clients
The tickets are opened by email or portal, easy, fast, no buracracy.
Difficult to create news status for tickets
Good for small Customer Services
Commentaires : I would for sure recommend if you have a team with below 100 people. If you are growing and your team will have more than 100, which can mean or more tickets, or more people handling those tickets, then you should look for something more suitable.
The way you can categorize your tickets, specially if you have different departments within (you can easily "escalate" tickets).
The reporting. You cannot count easily if a ticket is merged (if you do, you lose 1 ticket; for the agents' KPI, it is very crucial).
Amazing Ticketing System
Commentaires : It was an amazing experience, we are fully satisfied with the product at the fullest.
Assigning to the team and pulling out the reports
We would have had an option of Recalling a mail that we have already sent
What You Need To Know About Freshdesk
Commentaires : It is a very good application. You manage your work and get things done✔ I love it
1. Tickets - Tickets come as Tickets and are numbered which makes it easier to identify them 2. Viewing Tickets - there is an eye which will show when another user is Viewing the same Ticket you are viewing. That way you alert ⚠️ the other User from nor duplicating your work. One picks up a ticket ans identifies and Agent and Tixket number they picked or closed. 3. Search Feature- you can search by ticket number or by name of client and shows all your conversation history 4. Tixket alert- The system allows one to check issues not resolved and are flagged as Red 5. Freshdesk allows you to create your own Tickets and Emails 6. Dashboard - Freshdesk Dashboard helps to show progress of what you have achieved or not 7. Ability to attach files 8. Ability to create Canned responses 9. Ability to delete certain Tickets that are not useful to a User
I wish Freshdesk ca improve in the following: 1. The maximum amount of Gigs when attaching files is very small. If they can increase this, that would be useful 2. When creating emails on contacts: On To:- Tab, it is only one email that must written and Freshdesk ystem will not allow you to add several email addresses under To:- TAB option. If they can change that setting, it will be very helpful. I know on CC and BCC it is ok but TO option must still be changed 3. Formatting styles must changes. We have limited options on Freshdesk from Font sislze, styles to Colour. If they can see what Microsoft Word feature or Outlook looks like and work on that 4. When creating tables, they are not as presentable like the way we see on Outlook 5. Editing Tools are limited like Undo, Cut features, they may need to improve that to be user friendly. At some point I deleted my entire paragraph by mistake, if I did not know how to use the shortcut keys like Ctrl + Z to Undo , I would have wanted so much time re-typimg it again. 😔 So for new uses who have no such knowledge, they want to see an Undo feature somewhere.
Great ticket management software for first time customer service manager
Commentaires : Freshdesk is a highly useful help desk or customer complaint management platform. Its social media integration is perfect with support for Facebook pages which helped me have a sync with my daily Facebook complaints.
What I like about Freshdesk is that we can manage all our support channels from one place, the automated reporting features are excellent and also useful to customize it according to our requirements. They also have the best support team who helps you at every stage. Reasonable price makes it affordable for first time customer service agencies or startups. We can create our own knowledge base or faq onsite in a free plan.
The first thing I realized while using the ticket management system is that it confuses and doesn't always display the exact team member name who gave the response when multiple customers are involved in a support ticket.
Pourquoi choisir Freshdesk : My team needs a much better and smooth way to serve customers online. Zoho have some complexities in dashboard and monthly report insights. Freshdesk provides more features along with quick review of customers on the dashboard that helps the team have daily or monthly insights about complaint status.
Logiciel antérieur : Zoho Desk
Pourquoi passer à Freshdesk : Other softwares aimed at enterprises which help desks serving internal customers. That makes them much more costly with the same features in freshdesk. Freshdesk is focused on processing service tickets from external customers which makes me choose freshdesk over zoho desk.
Freshdesk - A Great User Experience
Commentaires : The Freshworks team provides a great onboarding experience as well as continued support across all of their applications. They take my feature request submissions very seriously and are always able to respond to my questions quickly and efficiently.
This platform is very very easy for both admins and end-users to navigate. There's always a learning curve when implementing a new system, but I had virtually no questions sent to me (an admin), the week of Go Live. The platform lays everything out in a way that is very straightforward to the end-user. From an admin perspective, my favorite thing is how easy it is to create workflow automations. I have created nearly 200 email routing rules. We have about 10 email addresses that our customers send emails to, and based on who the email is from, who the email is to, the domain of the sender address, the subject/content of an email, etc... we are able to create very specific routing rules to get the right emails to the right agents without needing to hand things off multiple times to different agents. I also love the use of tags. For anything that doesn't have its own field (in relation to a ticket), you can just add a tag(s). These tags can be filtered on and reported on. We heavily rely on tags to identify tickets in a variety of ways. Generally speaking, this application has significantly improved our support desk efficiency.
I wish that Freddy AI would look at all of the domains of the email addresses that are sent to us and would add those domains as unverified "Companies." Right now our "Companies" module is empty because it needs a data import to populate. If Freddy AI could populate this data and then have an admin verify and change the company names, that'd be ideal. I think it should work similarly to the verified and unverified contacts. Outside of this, I really have no complaints. There are some additions to the Analytics reporting tool that they need, but this tool is still in Beta right now so I expect more features to be released throughout the year. The biggest painpoints with analytics right now is 1) I can only share a report with myself or all users. I cannot share with specific individuals or teams, and 2) there are chart-type limitations based on the data you are trying to display. One limitation is that you can only have 4 different metrics in a stacked bar chart. If you have 5 metrics you are tracking against, you are required to use a summary table or line chart.
Alternatives envisagées : Zendesk
Pourquoi choisir Freshdesk : Our old system would crash and we'd have semi-frequent downtime where we would not be able to respond to emails.
With Freshdesk you can manage all your support channels in one place!
Commentaires : It was a good choice and I recommend Freshdesk if anyone is looking for Omnichannel solution with affordable price plans
What I like about Freshdesk that we can manage all our support channel from one place, the automations and reporting features are excellent and we can customize it according to our needs. Also the support is good whenever I need help I can find quick response
It's only 3 cons: 1- Twitter: The DMs in Twitter is a little bit messy, it keeps the message history for only 7 days maximum and any new message from the same user will come after one week will be opened as a new ticket which is a true waste of time to keep checking the whole history for one case across many tickets that's unlike FB messages 2- Direct integration with iOS and GooglePlay stores so you can manage the reviews directly without using third party app with extra cost 3- When you compose new email it does not allow to enter more than one email in (To) field any additional mail have to be added in CC which is sometimes not practical at all also to use group emails is not allowed till now you need to log the emails one by one
Alternatives envisagées : Zoho Desk
Pourquoi choisir Freshdesk : We were looking for more advanced reporting dashboards and workflows customization. Also we had a separate Live chat service but With Freshdesk we can manage Freshchat also at the same time
Logiciel antérieur : Zendesk
Pourquoi passer à Freshdesk : More features with affordable prices
Good Customer Support Platform
Commentaires : Overall a positive experience with FreshDesk. The product was fairly easy to implement since we didn’t migrate data from our old system. Training for the staff was pretty quick and we’ve gained a lot of workflow improvements since switching.
FreshDesk is a power and easy to use customer service platform. We use it to manage our customer support ticketing system and measure our response against SLA’s. It meets our expectations in all areas
We use FreshDesk to integrate with our on site ticketing system. We’ve run a series of challenges keeping this running, but besides that advanced feature we have had few issues.
Alternatives envisagées : Jira
Pourquoi choisir Freshdesk : Footprints was an old school on site platform that hadn’t kept up with the times. We needed a total refresh.
Logiciel antérieur : Footprints
Pourquoi passer à Freshdesk : Jira is a far more complex and extensive platform
The best customer service desk available
Commentaires : We used it for daily customer service contact and it was great. It was great for assigning
Freshdesk is an amazing solution that made my daily life easier. I used it as a part of my work as a customer service agent and it helped go through the tickets quickly and efficiently. Mostly I loved how easy it made for me to track the previous interactions with the customer and how efficient it made me.
We tried the call centre as well, but that did not work so well. We had calls drop randomly after a few seconds so we stopped using that feature.
Pourquoi choisir Freshdesk : We suddenly had more tickets than we could handle using only email.
Logiciel antérieur : Gmail
Pourquoi passer à Freshdesk : Because of the price and it seemed like the most well rounded of the bunch.
Freshdesk is simple to setup and makes bug-tracking a cinch!
Commentaires : Personally, this was the best platform that ever happened to our team. We reviewed some pay-for feature models, as well as the free bug tracker in Spiceworks (which had a ton of adware), and Freshdesk was the simplest to use and track our bugs even with the non-ability to drill down further with the tier we were using for our staff. The only other thing I would mention, is that it is not HIPAA compliant, so you want to make sure anything users are posting in there is not anything related to proprietary software. Otherwise it worked like a charm for our team, and our users seemed to like it. You do need to make sure that your teams using it have their emails alerting them, otherwise a ticket can just sit there. I found that I was reminding folks to check the freshdesk--from an IT standpoint, we were in there every day fielding tickets and this really helped us to schedule out our day/week and prioritize.
I set up and administered Freshdesk for a 200+ non-profit agency. There were three departments tracking bugs through it, and we were able to deploy it and announce its use with ease. It was easy to explain to our staff who didn't want to take time to learn something overly complex. As a non-profit, it was important to find a solution that could assist us day-to-day without breaking the bank. We were able to use the first-level with support for our use. The Freshdesk support was highly responsive and helpful if we had questions. Using this platform cut down on time spent fielding immediate requests that were not a high priority. It allowed us to really prioritize, track and automate repeat issues, and cut down on 'putting out little fires everywhere mentality.'
The automation was helpful, but I think it could have used a bit more complexity. We were able to implement an automated routing for email subjects and user emails so that certain requests or bugs/issues would go to a specific department. We used the platform in Communications, IT, and Facilities for all requests. We didn't have a bug or issue tracker prior to this platform. The Frequently Asked Questions portion of the portal really didn't end up being used, although we did use it when we first started the platform. Higher ups really liked the ability to see numbers in what we were fielding, but there was not enough drill-down in the pay/point we were using--that may have been available within higher paid levels. The automation has a lot of options for sending alerts when a new ticket is created. It can become cumbersome and send A LOT of emails. I'm not sure if there is a better way to automate/cut that down w/o losing that function. Also, the 'archive' user feature was a bit weird. We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.
Pourquoi passer à Freshdesk : We could literally open the account and begin working with it and their support was super on it with Helpdesk requests and questions. Even on the free-model with limited features, this was a great product that got us up and running with ease and it didn't take a rocket scientist to explain the procedure for creating tickets. We actually created a launch campaign to make our staff aware that we would no longer be taking ticket requests (unless it was an emergency) without a pre-written ticket in the portal. It really helped our team with everything from IT requests to phone problems and replacements, to concerns about how other programs worked or how to access a printer.
Best Helpdesk Application for your Money
Commentaires : First of all, they preach by example because Freshdesk's support is top notch. I found myself inspired every time I deal with them and even though I have (too) many years experience in the support business, I have learned from my interaction with Freshdesk's agents. It is clear to me that support is very important to this vendor and they obviously select and train their agents very well. Integrating the product in our environment was very easy and managing it is simple or as complex as you want it to be. I have been using Freshdesk for over 10 years now and they still surprise me with new features and new learning material (lots of "how to" videos, training and webinars).
Multi language, great knowledge base, easy to automate a lot of features (multi time zone groups, SLAs and Business hours/holidays support and many more) and available add ins to suit pretty much any requirement. Being on the cloud means we always have access no matter where we are or what we use (Tablet, Phone, laptop, desktop, ...). In the current world wide pandemie reality, all our agents are now working from home and the transition was seamless.
Reporting needs some love, although the basic is there. Freshdesk has recently added Analytics which is great but not that easy to configure so that you get the exact result you want. They are working on improving this. Most of the things I liked less about this software have been improved and quite a few features that we needed have been deployed over the years. We are also in the software development business and we understand that it is impossible to satisfy everyone, customers are really way too creative at times ;-).
Good Software, Bad Marketing. Bait-and-Switch (beware)
Commentaires : 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.
Pourquoi choisir Freshdesk : Jitbit didn't have all the features we needed, was difficult to keep organized across many clients, and nearly impossible to track SLAs.
Logiciel antérieur : Jitbit Helpdesk
Pourquoi passer à Freshdesk : It looked like it included the main features we needed, at a much lower price. - Organize clients by company, and individual. - Group contact by company and allow users to view will all company tickets. - Track and report by problem area and issue resolution. - SLA Management Automation Once we got everything moved over and set up, two of those features "Included in the Garden plan" ($15/agent/month), we were told to upgrade to $65/agent/month. When we contacted support about the problem, they just didn't answer.
It's good enough, but some features are lackluster, too expensive or missing
You'd think that 400M of total investments gets you an insanely good piece of software. It does not.
Freshdesk was a huge step up from the tool we used previously and has some nice features. It's disappointing that some of the features are lackluster implemented or missing altogether or require you to purchase a higher tier license - just to maybe get one more feature out of a whole bundle you won't need. That's not a stand-alone issue in this industry, but it's extra disappointing if you come across a promising tool that just can't go that extra mile.
It's quickly set up and you'll be working with it in no time, especially when you start from scratch and don't need to import (a lot). As you work more with it, you'll run into a few issues that you'll have to adjust to. Most of it isn't major, it's just these little things that would turn it into a great tool. So without them, it's "only" good. There are a few nice features when it comes to automation.
There's quite a few things I find annoying. None of them are bad enough to stop using Freshdesk altogether, but they're annoying. In no particular order: - There's no default ticket view for users, information like this is stored in cookies - and lost when a user needs to delete their cookies for one reason or the other. - Ticket list can be filtered by various criteria, those filters can be saved. But columns are set once, regardless of views. So you can't have different ticket lists where one shows the priority and the other does not for example. - Speaking of lists: They are hard coded only for contacts and companies. - The API uses base auth with a very simple password. - Automations are limited in scope and the rules need to be set up very, very carefully to make sure they don't interefere with each other. - If you want to change basic SLAs, you need to upgrade to the higher tiers. - If you want to have different Notification emails per group or type, you need to handle them in Automations (with less formating options) and not via the Email Notification Templates. - Some things are dictated by the system and can't be changed or turned off: Some notifications, some columns in the ticket views, for example. - Status codes are shared across different groups and/or products. So if you need a "Pending Approval" status for your Changes, you will have it in Incidents, too.
Pourquoi passer à Freshdesk : As you see above, there are quite a few drawbacks. None of these was a deal-breaker for me, but they do seem to be rather arbitrarily set limitations to get customers to upgrade to more expensive tiers of support. Ultimately, the deciding factor was the ease with which to integrate Freshdesk over their API with other tools that we use. Compared to the others: Zoho Desk's API was almost as bad as their customer support, but their ticket workflow options are far superior to Freshdesk. Happy Fox came close, but their API had a severe limitation for us as they only allow one specific status to create tickets with, which didn't work for our use case. Otherwise, we would've picked that. Zammad did not support multiple email inboxes at the time we tried it. Kayako did not leave a lasting impression. Deskpro was for the longest time the forerunner, as we really would've liked a self-hosted tool. Their user interface is not as slick as the one from Freshdesk (or any of the others, really) and I don't like how they handle workflow status, but their support team was *by far* the best of them all. Unfortunately, we didn't get the self-hosted option to run reliable in our environment. And while their API outshines everybody else's we tried their GUI was a bit too clunky and cluttered for our taste. I'll definitely will keep an eye on them and check back how they improve.
Customer Support has gone downhill, and they refuse to fix a perceived security issue.
Commentaires : Freshdesk is a good product. Their technical support is sporadic. Sometimes good sometimes bad. Unfortunately, it is on the downturn again. When I first started, I had to wait days for a support question to be answered, and to contact a salesperson was almost impossible. Their phone support is unusable. It rings forever, and when you do get through since it is impossible to get through though you cannot hear them. The times I have gotten through and left a message, noone has replied to my question. When your a single person business this is frustrating, The support became better and now it is going back downhill again. I feel I have to convince them that something is wrong. What is most bothersome is they don't understand as a single person business I cannot spend days on a problem, and if I tell them there is an issue such as an attack on an email address, which I have no control over and they don't fix it.
The software has a great deal of functionality.
If you do not have a support email on your site, you create a support email address (which you must) on their site. You have no control over it. My account is continuously spammed. They insist the email address is my problem, but I keep telling me the email account is not on my mail server, so how can I filter it. I sent Freshdesk documentation showing the support email address is not on my mail server, but Freshdesk insists it is my email problem. Anyway, you receive lots of spam and no way of filtering it. When we first were attacked, I had over 300 spammed contacts. The other issue is a two-step process to delete the emails. The problem could be abated by requiring any user who creates a contact on the site to verify. The problem is that some of their clients do not want this. So why not put an option that allows their clients to choose if they wish verification emails or not. The additional issue is if someone can spam your Freshdesk site, then they think they can spam any of your sites.
Why we chose Freshdesk
Their support is probably the best support out there, a real 5-star experience, plus they are continuously implementing new features and create new products.
As an administrator In my company, I really don't have to do a lot and I can easily do my job. There is almost no complaints from users.
Software is very clear and easy to use. A new user would require minimal training. All latest ticketing ideas and features are already implemented. There is constant development and you can see the changes every day without affecting the existing functionality though. Great staff mentality and customer approach.
Some times users are a bit confused, but I guess this is normal when someone enters a new platform. There are some hidden features that should be available on the administrator menu in my opinion. The parent-child feature should be more flexible.
Pourquoi choisir Freshdesk : We wanted to migrate to a fresh environment with all the latest features and new technologies. Previous platform was as if it was written back in the 90s'.
Pourquoi passer à Freshdesk : Two reasons were the decision-makers. The ability to send normal emails with attachments that are not links to the cloud and the value for money quality.
TMI-SSP (PTY) LTD
Commentaires : 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 Friendly Interface Work Anywhere (App or Web)
Alternatives envisagées : Zendesk
Pourquoi choisir Freshdesk : They rely too much on chat bots The only person who spoke to me was their sales rep when she was selling me their product Poor response time to email queries (support is too slow) No 24hrs support
Logiciel antérieur : Salesforce Sales Cloud
Pourquoi passer à Freshdesk : It is tried and tested within my company It has 24hrs support Quick response to customer queries
Commentaires : 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.
- 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.
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.
Logiciel antérieur : Mojo Help Desk
Pourquoi passer à Freshdesk : Easier setup Better Reporting Better Email Notification Setup Better Integration Advanced Searching Feature across tickets and tags