Opiniones de Freshdesk

la gestión de call center
La trazabilidad de un ticket
mediciones dias habiles y naturales
permite el diseño de visores por área

El machine learning es dificil de programar para el tema de reopen
no separa el sla en tiempo de espera y tiempo de ejecución
No cuenta en sus mediciones reportería para incluir formulas de excel
Inlcuir mediciones de la manufactura, oee, mttb, rotación del inventarios, dias de inventarios en ticktes
los datos en las notas de ticket , no les jala en reportería
los campos libre de textos no les jala en reportería

El ecosistema Fresh cubre varias de nuestras necesidades. Básicamente usamos dos, Freschdesk para toda la parte atención al cliente, y freshchat para el chat in differentes idiomas, bots, ..etc

Ofrecer soporte multidioma
La integración entre las diferentes herramientas Fresh

Lo que más me impresiona sobre este software, es la cantidad de servicios alternativos que presta, y las integraciones que permite.

Los que menos me gusta, es que falla muchas veces el filtro de búsqueda. Lo principal es que configuras el filtro, efectivamente realiza la búsqueda, pero no guarda los parámetros en un primer intento.

es fácil de usar una vez que entiendes como funciona, es flexible y se puede adaptar muy fácil a la operación de la empresa.
a los clientes les gusta porque es amigable.

no me agrada que sea tan autodidacta, es fácil sentirse sólo en esto.
Podrían mejorar en enseñar a los clientes a usarla mejor y a explotar los planes que se contratan.

puedes llegar a perder mucho tiempo en aprender a usarla y configurarla

La facilidad para manejar los tickets es muy buena

No hay reportes graficos disponibles y siento que es muy necesario a la hora de evaluar la organizacion

En general me gusta freshdesk porque es una solución sumamente adaptable que permite a nuestros agentes dar una mejor atención y tener a nuestros clientes contentos y siempre acompañados.

La herramienta y su funcionamiento es excepcional, además ofrece muchas métricas e información muy valiosa aunque si me parece una solución costosa

Es fácil de usar ya que es parecida a muchas herramientas de ticketing que he usado previamente. El diseño está cuidado y es muy agradable de usar.

No encuentro nada malo a destacar, cumple su función.

Lo completo que es el entorno. Para cualquier tipo de soporte donde necesites administrar tickets, es de los mejores programas que he encontrado.

Lo poco adaptable que es en algunos puntos.

Me gustó mucho que es un producto robusto y maduro con opciones muy completas para el seguimiento de incidentes en una empresa. Me encantó que tuviera una opción gratuita para quienes manejan un bajo volumen de información. También me gustó mucho que tuviera su aplicación para atender a los clientes desde el celular.

En realidad es muy buena la aplicación, pero existen al menos una opción gratuita que me permitió tener las mismas características y más operadores sin tener que hacer el desembolso de un pago mensual.

Its always evolving mentality makes this product better, constant feature development makes it one of the best options out there.

Tickets analytics could be a bit better but overall this is a very good product.

The product was certainly easy to use and customizable to met all our needs. This saved us from lost emails and endless phone calls that were hard to keep track. It allowed us to organize different levels of support tiers from basic all the way to development coding team level support and identify hot-fix/break fix items that must be corrected in our product.

To be honest there was very little we did not like about the software. We did not use every feature 100% but exhausted a good bit. The price was a bit more expensive than competitors but had better customer support.

The knowledge base system provides a few options
Knowledgebase can be offered to your team and to your clients
The user controls allow for different users across platforms
Helps to provide reporting or a simple analysis of your teams efforts when managing replies or tickets
Can send and receive emails from your inbox

The app is far the worst part of the product as it's buggy, unreliable and slow
Email management basics are missing or inefficient
The product is poor at detecting spam/promotional emails compared to other email tools, creating more work than necessary
The support teams are challenging to deal with and you have to repeat the same information over and over
Freshdesk lacks in its features when it comes to separating responses
The tool does not know how to override the from address when another agent is in vs. assigned
Filters are limited
The auto-reply detection does not work as tickets get created from auto replies all the time
Most annoying is the product does not sync IMAP to your inbox, so if you leave it - you are left with an inbox with many emails to process

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

Integrations within the Freshworks product suite make things super simple. I liked the smooth integrations with Freshchat and Knowlarity. Freshdesk also provides the API to fetch all the data to push to our internal system. We used that to build our reports on top of Freshdesk.

Reporting around ticket management can be improved. We had to build our internal reporting while using Freshdesk. The combined reporting of Freshchat & Freshdesk would have helped a lot as well so that we don't have to look into two different systems. Also, their Freshchat bots were very expensive so we relied on our internal categories.

For a beginner I'd highly recommend Freshdesk as it is effective for data capturing and keeping track of reports. It has excellent searching capability ,quick accessibility and an easy-to-use software, even with the interface. It has proven itself in many ways and I'm even loving the fact that all my data is encrypted using AES-256-bit standards, really works well with my CRM ,the workflow keeps me on my A game.

The shortcuts on the software can be a bit tricky, and some time its backward navigation is not the most reliable .but either than that, I've just been providing the best customer services with this amazing tool.

Freshdesk had the right licenses for small businesses. There was no compulsion to pay for so many features that you dont need.

We had the expertise to troubleshoot most of the issues, but in rare situations, we had to wait to get the support partner. So I would also advise all users to find the right implementor, in case freshdesk does not operate directly in your city

This app is really great!! I am enjoying using this app especially when I have a class because this app is totally helpful.

I don't have a con about this app because all the features are very useful!!

The history of sending requests searching is very easy
Provide analytics
best administration
Search is dynamic

The dark mode is native
Sometimes it seems the support team of Freshdesk is not easily reachable

Easy Tracking of Tickets and Reporting
Different section and simple UI for all the Queries

Sometimes App got stuck and keeps on loading in spite of having good Internet speed

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.

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.

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.

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

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.

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.