Avaliações do Freshdesk

Uma das coisas que mais gostei no Freshdesk foi a sua interface intuitiva e fácil de usar. Todas as ferramentas e recursos necessários para gerenciar solicitações de suporte ao cliente estão facilmente acessíveis na plataforma. Além disso, a plataforma é altamente personalizável, o que me permitiu criar um fluxo de trabalho adaptado às necessidades específicas da minha equipe e do meu negócio.

Embora a plataforma ofereça uma variedade de recursos e opções de personalização, pode levar algum tempo para aprender a usá-los todos. A curva de aprendizado pode ser íngreme para usuários iniciantes, o que pode exigir mais tempo e esforço para dominar a plataforma completamente.

Sua interface intuitiva e amigável, facilita a adoção e o treinamento de equipes e nos dá um retono positivo com os clientes.

Apenas a adequasão nos deu trabalho, mas vale a pena.

Aplicativo muito leve e útil para o controle e monitoramento de atendimentos de chamados, aplicativo bem completo

Versão em português seria bem legal, sem contas o fato que de vez em quando as notificações não funcionam.

A melhor ferramenta que eu já usei até hoje para perguntas e resposta de e-mails, todas as ferramentas são úteis mas para mim a melhor é o acesso remoto

O que eu não gostei no Freshdesk é falta de conteúdo explicativo de como funciona as ferramentas

Até o momento está sendo o melhor help desk que já testei, interface limpa, ajudou bastante na entrega de tickets e soluções de problemas ao suporte com o cliente.

Preço, poderia ter a plataforma completa com algum plano gratuito.

a forma como se gerem os tickets, alocar os tasks Às pessoas

nem sempre é fácil ver conversas passadas com as mesmas pessoas

Facilidade no uso, interface realmente facilita demais o uso.Qualidade do programa

Não tenho nada a reclamar, me atende dentro das expectativas de um jeito muito fácil

O Chat é bem interessante, e de fácil visualização durante a conversa.

Muito difícil acessar pelo celular, e quando a conexão caiu no computador, as vezes o usuário não consegue retornar mais. O suporte para resolver possíveis problemas não é objetivo na solução.

A integração do chat online é muito simples

Recursos muito limitados como não poder contactar o usuário

O aplicativo é bem prático pra uso, amo

Até o momento não tenho nada a reclamar

Ótimo atendimento, plataforma simples de usar reúne todas as plataformas em uma só

Poderia adicionar mais canais de integração

facilidade de integração com o chat e bot

Dificuldade de manipulação ui ux na versão mobile

Gostei da otimização com outros aplicativos

Acho que deveria ter o recurso de acessibilidade.

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)

User-Friendly Interface: Freshdesk's intuitive interface made it relatively easy for our front desk and reservation teams to learn and adapt. The software's design is clean and visually appealing, enabling efficient navigation and quick access to essential features.Ticket Management: Freshdesk's ticketing system has greatly enhanced our ability to handle customer inquiries and support requests. Tickets are organized neatly, allowing us to prioritize and address them promptly. The automation features, such as ticket assignment and escalation rules, have streamlined our workflow and reduced manual effort.Knowledge Base Creation: Freshdesk's knowledge base functionality has been invaluable for our guests. We have built an extensive library of FAQs, policies, and helpful articles, empowering our customers to find answers to common queries independently. This has significantly reduced the load on our support team while ensuring guests have access to relevant information round the clock.

Learning Curve: While Freshdesk's user interface is intuitive, it did take some time for our team to fully grasp all the features and customization options. Initially, we encountered a learning curve as we familiarized ourselves with the software's capabilities and optimized our workflows accordingly.Reporting Capabilities: While Freshdesk provides some reporting features, we found that more advanced analytics and reporting options could have been beneficial. We would have appreciated deeper insights into customer satisfaction metrics and performance trends to further enhance our service quality.

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.

Freshdesk is a simple system for handling customer service requests. It has a user interface that is easy to use, and its extensive feature set, which includes support for many channels, automation, and reporting, makes it a complete solution.

The platform is occasionally slow, and it may use better integration with other programs. Support metrics may be monitored and data-driven choices can be made with the help of Freshdesk's extensive reporting and analytics features.

What I liked most about Freshdesk is its user-friendly interface and comprehensive features. The platform is designed to be intuitive and easy to navigate, making it simple for both agents and customers to use. The ticketing system is well-organized and allows for efficient management of customer inquiries. Additionally, Freshdesk offers a range of useful features such as automation, knowledge base, and reporting tools, which enhance the overall customer support experience.

One aspect I liked least about Freshdesk is its pricing structure. Compared to some of its competitors, Freshdesk's pricing can be relatively higher, especially for smaller businesses or startups with limited budgets. While the platform provides value with its features, the cost may be a consideration for some organizations. Additionally, the learning curve for advanced customization and configuration options can be steep for users who require extensive customization.

I found the most impactful features of Freshdesk to be its intuitive interface and automation capabilities. The product was easy to use and allowed for seamless integration with our existing business processes. The automation features, in particular, allowed for more efficient handling of customer inquiries and helped to streamline our support operations. Overall, I found Freshdesk to be a valuable addition to our customer support toolkit.

I have found that there are some features missing in Freshdesk that could be improved. For example, I wish there was a better way to categorize and organize tickets. I also found that some aspects of the product can be difficult to use, such as the reporting features which require a lot of customization to get the data I need. However, integration with our existing business processes was not difficult and we were able to set it up with minimal disruption to our workflow.

I really appreciate how user-friendly Freshdesk is as a customer support software. It provides multiple channels for customer inquiries, including email, phone, social media, and chat. Its efficient ticket management system and automation capabilities have helped me streamline my work and save time. Additionally, its analytics and reporting tools have allowed me to track key metrics and identify areas for improvement in our customer support operations.

One downside of Freshdesk is that its pricing plans can be a bit expensive for some businesses. Additionally, there have been occasional glitches or slow loading times that can be frustrating when working on time-sensitive customer inquiries.

The speed of this app is really good.It helps in assigning tracking and delivering services to the stakeholders.It is easy to use and very intuitive.The customer support is also very responsive and helps in resolving the issue of any kind.

Sometimes it becomes difficult to resolve a simple mistake that can be rectified very easily.Some features can be upgraded otherwise its a good app to work with

It was easy to get setup and is really customizable!

Honestly not a whole lot that we find wrong with Freshdesk.

i can chat and view all the task with the consumer by live chat in this apps

all feature are going well and there is no eror

The ease of use, both for the agents as well as the clients is pretty awesome. Being able to pull out detailed reports concerning not only the tickets on the system and their categories and statuses, but also seeing agents' performances makes this product recommendable for me.

The fact that I have to log in twice, once for freshdesk and then again for freshworks, before I can gain access to our freshdesk platform really irks me sometimes. An SSO would go a long way in preventing this. Also, being to integrate with Jira proved unsuccessful for me.

FreshDesk has found a way to offer similar options without cluttering your screen with unnecessary options. You're able to expand on your options with custom fields/tags/etc but the basics cover most scenarios.
My favorite feature though is how easy it is to update a ticket department/agent/status. You can do it from the ticket view screen that lists all your tickets. Why is no one else doing this? Seems obvious now that I'm using it ha, it's even available on the phone app, big time-saver.
It really seems like a lot of thought was put into creating this product.

One thing I really didn't like is the table view for tickets. I have large monitors and this doesn't expand the width so I end up with a bunch of empty space to each side of the table. You can change the Layout and the Card view helps, but I prefer the consolidated table view, but not if I have to scroll to the right with empty space on the page that could've been used.
Another thing I noticed that could improve is the options for the email. Our previous solution would create the ticket and move the email from the inbox to our archive folder so we keep a history in a second place. FreshDesk currently as of 2019 only has the option to delete or leave the emails there. Not that big of a deal, but would be nice.