Freshdeskのレビュー

細かな機能のあるヘルプデスク用ツール

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。

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

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。

業務効率化

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。

freshdeskのいい点と悪い点

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。

Convenient and reasonably priced

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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.

Fresh or Foul? Let's Dig In

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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.

Enhancing Fresh works

製品を使ってみた感想： Its a basic chat tool as per me. No great features to talk about.

良いポイント:

Storing of responses / canned responses not there in Live Person

改善してほしい点:

1. Agent view limited - CPH (chats per hour) not visible 2. labelling customer while live chat is on is missing (can be done later in CRM 3. Live capturing of Customer sentiment will make trends more effective to gauge. 4. Can connect to knowledge base to give better suggestions 5. It should have a cohesive screen to reduce AHT 6. Can embed Sentiment indicator

Great Freschat Experience

製品を使ってみた感想： Great, easy to use, handy as I have apps on my phone and can access whenever I need. I think it's a great tool to manage customer service side anytime and from anywhere!

良いポイント:

So easy to use and manage customer relationships even from abroad!

改善してほしい点:

I use Freshchat in particular and sometimes it logs me off automatically or the app disappears from my phone, and I need to start the login in process all over again.

Poor customer service

製品を使ってみた感想： Terrible customer service, negated all our communication and own us credits.

良いポイント:

The system and set up is good. Easy to use.

改善してほしい点:

We've had a frustrating experience with Freshdesk's customer service. Initially, we used the service for four agents, but when we reduced our team to three, Freshdesk couldn't adjust our contract until the next yearly payment cycle. They offered us a credit for the following year, but after we reduced to just one agent and informed them immediately, the credit issue became a nightmare. Despite reaching out months before the next payment was due and forwarding their previous email confirming the credit, no one seemed to have record of it. We endured numerous calls and had no updates, with Freshdesk insisting we pay for two agents despite having only one for nearly 10 months. After escalating the issue to a manager, we still received no resolution. As a result, we had to pay for services we didn’t use and ended up discontinuing Freshdesk. We do not recommend their service due to their poor communication and inability to resolve issues.

A great support platform for ensuring client success

製品を使ってみた感想： A fantastic tool to manage client support and success, with an indepth reporting system and plenty of features to ensure that SLAs are met and that clients are kept happy. Automated features across the platfrom are also incredibly helpful.

良いポイント:

It's personalised reporting and filtered views across multiple different screens means that accessing the exact data on SLAs and notifications was so easy to access, regardless of how many support tickets are active.

改善してほしい点:

It's UI is a little outdated, but it looks like they're improving that constantly.

A Great CSS

製品を使ってみた感想： My experience is very positive, with no lag, great versatility, and performs perfectly for our needs.

良いポイント:

It has many useful functionalities and great analytics. Flawless for keeping track of tickets and staff members' performance.

改善してほしい点:

The cons are very few and not worth mentioning. We had minor outages in the past which is normal with any kind of software.

Freshdesk made work easy!

良いポイント:

Freshdesk has simplified my workflow, allowing me to easily track customer emails and cases and work with different teams using a single ticket.

改善してほしい点:

While sending the emails to the customer, sometimes, we face text formatting issue

Makes customer support way easier

良いポイント:

The ticketing system works really well. Most of our customer requests are about the same few topics, so we have added a few saved replies to Freshdesk, which saves us a lot of time.

改善してほしい点:

At first it's not that easy to understand where I can find everything I need to access but after a few sessions it becomes way easier.

Solid tool!

製品を使ってみた感想： Freshdesk is a solid tool for organizing and managing tickets and workflows.

良いポイント:

Simple system for tracking tickets and updates.

改善してほしい点:

You have to be careful about replying to a ticket, so the member/customer does not see replies.

Freshdesk is a great alternative to over priced industry stalwarts.

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.

Very happy with this purchase

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.

Superb Experience

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

TMI-SSP (PTY) LTD

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)

Good Software, Bad Marketing. Bait-and-Switch (beware)

製品を使ってみた感想： 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.

良いポイント:

Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.

改善してほしい点:

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.

The best customer service desk available

製品を使ってみた感想： We used it for daily customer service contact and it was great. It was great for assigning

良いポイント:

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.

改善してほしい点:

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.

Far better than the rest!

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.

Great for Support Tasks

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?

A Fresh Approach to Ticketing

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).

Freshdesk - A Great User Experience

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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.

What You Need To Know About Freshdesk

製品を使ってみた感想： It is a very good application. You manage your work and get things done✔ I love it

良いポイント:

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

改善してほしい点:

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.