キャプテラ - 企業の最適な
ソフトウェア選びをサポートし15年

Freshdeskとは

Freshdeskは、世界中で40,000社以上の企業が優れたカスタマー・エクスペリエンスを実現するために活用している、使いやすいカスタマー・サポート・ソフトウェアです。

Freshdeskの製品詳細

良いポイント:

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.

改善してほしい点:

Tools is really inefficient and their automation tools are built by people with very little CSX experience. Everything needs to be hacked somehow.

Freshdeskの評価

評価ポイント

使いやすさ
4.5
カスタマーサービス
4.5
機能
4.3
価格の妥当性
4.4

おすすめ度

8.6/10

Freshdeskの総合評価は4.5/5です。 (キャプテラに寄せられた3,270件のレビューより集計)。

Freshdeskを使用したことがありますか?

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レビューを絞り込む (3,270件)

Torre
Torre
Owner
認証済みLinkedInユーザー
情報技術、情報サービス, 2~10人規模の会社
使用期間: 6~12か月
投稿経路

Client Friendly Ticketing System

5.0 3 年前
動画プレイヤーで日本語字幕を表示できます
匿名レビュアー
人材派遣、人材紹介, 501~1,000人規模の会社
使用期間: 2年以上
投稿経路

細かな機能のあるヘルプデスク用ツール

4.0 昨年

製品を使ってみた感想: 理解ができればとても使いやすく良いシステムだけど、理解するまでがとにかく困難。

良いポイント:

単なるヘルプデスクツールではなく、資産管理やソリューションなど多岐にわたって管理できる。

改善してほしい点:

日本語化した時の単語がストレートすぎて、かえって日本人には分かりずらい。ページのカスタマイズにやや癖があったり、ソリューションの日本語検索がやや悪い。

Michiru
Michiru
日本のコンサルタント
認証済みLinkedInユーザー
経営コンサルティング, 2~10人規模の会社
使用期間: 1年以上
投稿経路

検討した類似製品:

ある程度の機能を安く揃えたいのであればベストな選択

2.0 昨年

製品を使ってみた感想: それなりに機能が揃っているのですが、使いやすさではもう少し頑張って欲しい。

良いポイント:

とにかくある程度の機能が揃っているのに安いところ。明らかにZendeskの良いところを取り込んでいるので、機能が十分。

改善してほしい点:

バグがある。日本語対応が遅れている。サポート元に問い合わせをした時もそのように行っていた。

匿名レビュアー
教育管理, 51~200人規模の会社
使用期間: 無料トライアル
投稿経路

業務効率化

5.0 昨年

良いポイント:

昨今、様々なコミュニケーションツールが開発されているが、情報を一元管理できる点で優れている。

大遥
日本のライター
認証済みLinkedInユーザー
執筆、編集, 自営業
使用期間: 1~5か月
投稿経路

freshdeskのいい点と悪い点

5.0 12 か月前

良いポイント:

全ての機能において使いやすさが非常に高く、チケットを関連するチームメンバーに簡単に割り当てることができ、チケットへの返信も素早く簡単なところ。

改善してほしい点:

自動化ツールの部分はcsxの経験がほとんどない人たちが作っているため、すべてがどこかで手探りでやらなければならない状態になっている。

Sofiya
Sofiya
ブルガリアのSupport Specialist
認証済みLinkedInユーザー
コンピュータ・ソフトウェア, 2~10人規模の会社
使用期間: 2年以上
投稿経路

HelpDesk Support Specialist

5.0 7 か月前

製品を使ってみた感想: Overall, I am quite happy as a user when it comes to Freshdesk. It is easy to grasp, and it notifies you promptly when new tasks are popping up. The Call Centre function is very reliable and easy to use, especially since the phone app is well maintained, meaning no calls are missed. It is very easy to log cases and to also search for said cases.

良いポイント:

Fresh Desk is very easy to use and to understand basically from day one. I also like the fact that it is very light which makes it run very fast, making our work very quick and reliable. Once you get the hang of it, you can practically solve all cases using just a few buttons on the keyboard.

改善してほしい点:

When there is a maintenance issue, causing Freshdesk to crash, there is no notification as to why this is happening and how long it will be down for. The Fresh Chat mobile app keeps crashing without any reason, and it does not provide an error code, making it difficult to figure out how to fix the problem. The tech support for the app is also abysmal - they are extremely slow to respond or they just don't respond; when they do respond - they reply back with bot-generated problem "solutions" that basically end with "please contact support".

Allan
オーストラリアのHead of Information Security
教育管理, 201~500人規模の会社
使用期間: 1~5か月
投稿経路

Great entry level ticketing system

4.0 2 か月前 新着

製品を使ってみた感想: It was pretty good, we did move to a tool integrated to our PSA

良いポイント:

It was relatively simple out of the box and required little consulting time

改善してほしい点:

It doesn't have as many out of the box features as some mature systems

Jeff
カナダのCEO
デザイン, 2~10人規模の会社
使用期間: 2年以上
投稿経路

Lacking rudimentary filter/show by date range feature, terrible for recordkeeping

3.0 4 年前

製品を使ってみた感想: 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.

良いポイント:

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!

改善してほしい点:

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.

Mark
英国のOperations Manager
建設, 11~50人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

Freshdesk - Simply

4.0 3 か月前

良いポイント:

The ability to setup up multiple channels direct for specific clients. The call routing of DDI’s and reporting is important to monitor KPI’s. There are lots of great features such as automations which is great when you are an active Helpdesk dealing with hundreds of tickets daily.

改善してほしい点:

Some of the changes on reporting when they discontinued the legacy reports and moved to analytics has been poor as dependant on your setup the data isn’t always accurate or easy to digest.

Isael Alexander
Isael Alexander
ドミニカ共和国のNetwork and Comunication Analyst
認証済みLinkedInユーザー
病院、ヘルスケア, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

The best way to manage projects and incidents

4.0 3 週間前 新着

製品を使ってみた感想: It has been of great help, it has helped us a lot with the management of incidents in the company and to manage each project in a better way.

良いポイント:

It is a very complete tool, it is very easy to manage the incidents of daily life and to manage or administer tasks and projects it is one of the best tools

改善してほしい点:

It is a very good tool but the cost is usually a little high so it should be taken into account when purchasing it.

認証済みレビュアー
認証済みLinkedInユーザー
Eラーニング, 51~200人規模の会社
使用期間: 1年以上
投稿経路

Freshdesk pros and cons

5.0 2 か月前 新着

良いポイント:

I like that freshdesk makes it really easy to categorize and tag items. We work with specific clients, so it's nice to be able to tag clients and also to review details about their accounts.

改善してほしい点:

I had such an issue with notifications and tracking tickets. Sometimes I would not get an email notification if I was assigned a ticket. If I was just mentioned in a ticket, it was often very hard to keep track of those or to find them again later if I needed to add more to the ticket.

Meet
インドのCloud Engineer
コンピュータ、ネットワーク・セキュリティ, 5,001~10,000人規模の会社
使用期間: 2年以上
投稿経路

Review for freshservice

5.0 4 週間前 新着

製品を使ってみた感想: It is a must have product as per my point of view to develop a growth and manage your tasks

良いポイント:

It is one stop solution for every thing to manage the problems as well as the time taken for particular task

改善してほしい点:

As of now everything i like about it. there are no such dislikes

Thurston
南アフリカのsoftware developer
情報技術、情報サービス, 自営業
使用期間: 6~12か月
投稿経路

Freshdesk all in one review

5.0 2 か月前

製品を使ってみた感想: I love this software as it is smooth running and customer service is top notch and it makes my job so much easier than ever,I just would like upgrade asap so that i can have the fulll feel of the platform.

良いポイント:

To be in the free tier is nice and convenient in a way that smaller customers can have a long term feel for the system and get to know how it works and get familiar with the system and platform.

改善してほしい点:

That the High -end analytic is only available in BETA mode and that to get to higher tiers one need to upgrade pricing plan.

Ethan
アメリカのFounder
非営利団体運営, 2~10人規模の会社
使用期間: 無料トライアル
投稿経路

Easy way to handle customer emails

5.0 3 週間前 新着

製品を使ってみた感想: Freshdesk solves many of the challenges I face with customer support and ticket management, providing significant benefits to my business.

良いポイント:

I use Freshdesk at work for managing customer emails, and it's been very effective. The features like ticket assignment, colleague notes, and categorization have greatly enhanced our workflow. It's used daily, and our customers also benefit from the support portal.

改善してほしい点:

The only downside to Freshdesk for me is its lack of scheduled response sending, which is crucial for us. I hope this gets resolved soon.

Ibadat
Ibadat
カナダのagent
認証済みLinkedInユーザー
レジャー、旅行、観光, 51~200人規模の会社
使用期間: 1~5か月
投稿経路

most convenient ticketing tool

5.0 2 か月前 新着

良いポイント:

easy to use, great user interface which makes it easier to search and work upon

改善してほしい点:

themes option are fixed by organization and it would be good if users have option to change

認証済みレビュアー
認証済みLinkedInユーザー
情報サービス, 201~500人規模の会社
使用期間: 1年以上
投稿経路

検討した類似製品:

Freshdesk is a great alternative to over priced industry stalwarts.

4.0 5 年前

良いポイント:

Freshdesk has been a breeze to set up and use effectively. My team loves how easy it is to quickly work through tickets. We heavily use Trello and their integration is top tier. When issues do come up, the support team is always available to answer my questions. Even when it doesn't support a particular workflow, I've always been given excellent suggestions to work around its limitations.

改善してほしい点:

Many integrations are v1 products that were built years ago and never updated. Salesforce integration needs a lot of work. We had to disable it because it was using too many API calls.

Gabriel
カナダのSupport & Onboarding
情報技術、情報サービス, 2~10人規模の会社
使用期間: 1~5か月
投稿経路

検討した類似製品:

Very happy with this purchase

5.0 4 年前

製品を使ってみた感想: I am currently the only person responsible for customer support in a small company. Freshdesk made it much more easy for me to manage support tickets due to SLAs, automations, etc. I used to have to do pretty much everything manually. We'll be adding new users soon because of this great experience.

良いポイント:

Ease of use. Reasonable price. Otherwise, I like the way tickets can be prioritized with SLAs, status, etc. Canned responses and automations are great too.

改善してほしい点:

The automations, despite being very nice, are somewhat limited in terms of what they can do. Sometimes I'd like to go a little further than what they can offer. It's often just little details, but it could make a big difference. Here are a few basic examples: 1) IF field is empty, THEN send a notification to the user with a message saying that it has to be updated. This is not possible since we can't have an automation triggered by a field being left blank. 2) Only the custom fields with drop down lists can be used as triggers for automations. Also, I'd like to be able to have the SLA based on the expected first response rather than the expected resolution. Overall though, it makes my job a lot easier.

Patricia Brigid
ガーナのService Desk Manager
インターネット, 11~50人規模の会社
使用期間: 1年以上
投稿経路

検討した類似製品:

Superb Experience

5.0 4 年前

製品を使ってみた感想: We needed an efficient CRM system, easy to set up an with easy access to analytics to manage our tickets and Freshdesk was able to give us that and more. We love that its features are based on time; we are able to measure agent and team performance on this.

良いポイント:

Freshdesk is built on ITIL framework and very easy to use. It took me a few minutes to figure it out, find all the metrics that we needed and set up. The support and software team are readily available on chat, email and conference call - regardless of need. Lately I see lots of improvements in the software (like the Field Service Management, Proactive Reach and advance ticketing). Some of the new features have helped us tremendously while others (FSM) has got us thinking on efficiency in our field work.

改善してほしい点:

In improving the system, a few of our favored features are taken off. For instance, with Linked Tickets we are unable to send bulk emails from the Tracker. The alternative is to send bulk emails from the Tickets view or filtered view; this is tedious if one has to select individual tickets which notice is meant for or when there are multiple linked tickets to different trackers. Also, Email Outreach should have the alternative of selecting contact from Freshdesk instead of uploading a CSV file

Thabo
Thabo
南アフリカのManaging Director
認証済みLinkedInユーザー
鉱業、金属, 2~10人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

TMI-SSP (PTY) LTD

5.0 4 年前

製品を使ってみた感想: Wonderful, I really like their 24hrs support system

良いポイント:

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.

改善してほしい点:

Ease of business Friendly Interface Work Anywhere (App or Web)

認証済みレビュアー
認証済みLinkedInユーザー
コンピュータ・ソフトウェア, 201~500人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

Good Customer Support Platform

5.0 3 年前

製品を使ってみた感想: 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.

良いポイント:

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

改善してほしい点:

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.

Omnia
エジプトのCustomer Service Lead
レジャー、旅行、観光, 51~200人規模の会社
使用期間: 1年以上
投稿経路

検討した類似製品:

With Freshdesk you can manage all your support channels in one place!

5.0 3 年前

製品を使ってみた感想: It was a good choice and I recommend Freshdesk if anyone is looking for Omnichannel solution with affordable price plans

良いポイント:

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

改善してほしい点:

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

Jade
フィリピンのLearning and Development Supervisor
情報技術、情報サービス, 51~200人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

Freshdesk has simplified customer service, increased agent productivity, and is cloud-based.

4.0 昨年

製品を使ってみた感想: It is very efficient, simple, and collaborative. It's difficult to overlook a ticket because notifications are everywhere, and you can also add reminders under To-Do for a specific ticket. It is cloud-based, so our team can work from anywhere.

良いポイント:

It is simple to create a ticket after a phone call and assigning tickets to support teams takes only a few clicks. It also assigns tickets to agents automatically based on pre-defined rules. The ease of collaborating with other departments when you need their assistance with a specific scenario. Simply add notes, assign tickets to them, and they will be notified. It also made it easier for me to create canned responses and knowledge base articles.

改善してほしい点:

We recently set up Service Level Agreement(SLA) policies help us setup and maintain targets for the duration within which our teams respond and resolve tickets. I had to had to add them one by one manually as you can't do bulk entries. Took me awhile.

belasco
南アフリカのDigital Manager
マーケティング、広告, 11~50人規模の会社
使用期間: 1年以上
投稿経路

FreshDesk Review

4.0 昨年

製品を使ってみた感想: My overall experience with Freshdesk has been great. The platform is easy to use and navigate, and provides great customer service and support. The ticketing system is very organized and efficient and the dashboard is great for keeping track of all your customer support requests. The automation and reporting tools help to streamline the process and make it easier to manage multiple customers. The integration with other tools is also helpful, allowing me to quickly connect with other systems to provide better customer service. Overall, I find Freshdesk to be a great platform for managing customer service requests.

良いポイント:

I liked how easy it was to use Freshdesk. The software was intuitive, and the user interface was well designed. The customer support was also excellent. They were always available to answer questions and provide assistance. Additionally, the reporting features were comprehensive and allowed us to track customer support trends and metrics.

改善してほしい点:

One of the biggest drawbacks of freshdesk is its lack of customizability. It can be difficult to tailor the software to meet the specific needs of different businesses, as there are limited options for customizing the interface and features. Additionally, the pricing plans can be a bit expensive for some companies, depending on the level of support they require.

Alok
Alok
インドのSelf Employed
認証済みLinkedInユーザー
情報技術、情報サービス, 自営業
使用期間: 2年以上
投稿経路

Far better than the rest!

5.0 6 年前

製品を使ってみた感想: I have tried and worked with various competing helpdesk software's (both SaaS and Self Hosted), but Freshdesk is simply amazing and outstanding. I was up and running in less than 2-3 minutes. Yes, you heard it right, less than 2-3 minutes.

良いポイント:

The best part I love about Freshdesk is the super fast - clean, simple, minimalistic and easy-to-use interface. Next what impresses me is the instant help and tips across all the sections in the Admin, making it extremely easy for a layman to get started in less time and without any help and support.

改善してほしい点:

Well, there is really nothing I don't like about Freshdesk other than a little improvement with spam handling and spammers. No doubt Freshdesk already takes care of it but slightly in a different manner. I feel there should be an intelligent spam detection algorithm and mechanism which would send the spam tickets right into the Spam folder. Besides, creating and maintaining a common database of spammers would add even more charm to the software. That way, an agent can further manually review the Spam tickets and deal with them accordingly. Another slight issue is with the contact management. For any contacts that are deleted, Freshdesk marks tickets from those contacts as spam which I think is wrong. From time-to-time, the contact database increases with people contacting only once and then never turning back for years. Such contacts unnecessarily increase the burden of managing contacts and need to be deleted periodically. Instead, Freshdesk should consider creating a special category wherein all the contacts that are marked as spam will be tagged into this category. That way, an agent can get rid of unwanted contacts.

John
アメリカのService Representative
コンピュータ・ソフトウェア, 11~50人規模の会社
使用期間: 1年以上
投稿経路

Great for Support Tasks

4.0 5 年前

製品を使ってみた感想: Overall, FD is a helpful tool for a support staff that deals with a large client base. However, just like any other product, it does have some things that need to be worked on.

良いポイント:

It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history. I really love the scenario automations and keyboard shortcuts. Overall, FD mint feels smoother than the old FD. I wish they had: -more options for scenario customization -more options for keyboard shortcuts/customization === They have a decent customer support team that responds relatively quick(within 24 hours).

改善してほしい点:

Some features from the old FreshDesk didn't transfer to the new FreshDesk mint. -Text in <PRE> tags wrapped perfectly to the next line(s) on the old FD, but it gets jumbled into one line on the new FD mint. I have to literally copy the whole string and create a comment so I can read my client's request. -I was able to edit the ticket's requester email address to ANY mail address on the old FD. This is not possible on the FD mint unless you have admin privileges to edit your company's contact database. So, if you don't have admin privileges to edit your company's contact database, you'd only have access to update the ticket request email address to ONLY contacts in your company's contact database. I had to literally convert to the old FD every time to just update the email address, and then go back to FD mint to process the rest of the ticket. -CTRL+Shift shortcut didn't enter a space on the old FD, but it does on the new FD Mint. I have to account for this now whenever working in FD Mint. -Better statistics and analysis would be nice. The most useless statistic/achievement they offer is the 'Speed racer' statistic. I believe it's fair to help contacts in the order they come(first come, first serve). So, I work on 'older' tickets and I get punished for not responding to the 'newest' ticket available. Why should you serve the client that just walked in the door instead of the person who has been waiting for hours?

Robert
アメリカのTechnology Project Manager
教育管理, 501~1,000人規模の会社
使用期間: 2年以上
投稿経路

A Fresh Approach to Ticketing

5.0 5 年前

製品を使ってみた感想: FreshDesk is a great ticketing system.
We use FreshDesk to support all the schools in our school district.
Integration with Google (SSO, profile info, etc) works wonderfully.
Knowledge base Articles are great. If we had to do it all over again, we would pick FreshDesk again.
Our users love FreshDesk, they often comment how easy it is to place a ticket.

良いポイント:

Modern, Elegant, Google Integrated, Nice iOS & Android Apps, Intuitive. Lots of useful features. (Merging tickets, Splitting tickets, Tags for tickets, KB Articles, Teams, Chat, etc) Nifty videos even at the end of the year. Service up-time is great (I don't think we've ever noticed an outage). Knowledge base Articles are great.

改善してほしい点:

Plans & pricing are a bit annoying. You have to pick from useful features or unnecessary cost for things that should be included without an up charge to a higher plan. Sales, Support, Development, Billing, basically EVERYTHING, is in India, which isn't by itself bad, and for Freshdesk's part, it's much better than most India based support... But, if you open a ticket about billing, it can be months (literally months) before your issue is resolved. There are some design flaws with the product, and while you're told changes will be considered, they seldom are - FreshDesk has their own agenda, and your feedback isn't all that important in the development. It would be nice to see the company track, implement, and report back when feedback is actually taken, and this would be nice if it was done in a timely manner, but that doesn't happen. Some features are a bit confusing to set up and have silly names (Observer & Dispatcher) -- an outside has no idea what those features do, and even after using FreshDesk for a years, it's still a bit opaque. The concept of ticket fields vs user fields can be a bit annoying. There are little refinements that are lacking (email alerts that are not as good as they should be, etc).