Freshdesk レビュー 

THEY KEEP HARASSING ME
Months after stopping their services they send me emails after emails telling me I have to leave a "mandatory" review and that they wont stop sending emails until they do.

0,0 support. Na 3 maanden nog geen antwoord op mijn ticket. Telefonisch bijna niet bereikbaar, zeker niet in Nederlands. Engels wellicht, echter je wordt dan naar de ticket verwezen.

Jammer dat niemand er naar kijkt, want de issue die ik heb gemeld raakt meerdere van hun klanten.

Freshdesk nous balade depuis 1 mois car nous souhaitons changer de forfait. Nous avions choisi par erreur un forfait supérieur avec un abonnement de 1 an. Nous nous en sommes rendu compte et depuis nous avons du envoyer des dizaines d'email pour qu'ils acceptent de nous rembourser la période non utilisée, ajoutent des préavis de 60 jours pour annuler le forfait, et nous indique que si le moindre changement est effectué sur le compte pendant 2 mois. L'annulation ne marchera pas.

De plus, pour un services de support client par email, ils nous répondent tous les 4 jours, et chaque fois avec des excuses plus ou moins professionnel "je suis en vacance".

Nous espérons qu'ils vont se réveiller et comprendre que si ils gagne moins d'argent cette année, nous prendrons un forfait supérieur lorsque notre entreprise sera plus développée. Au lieu d'essayer de récupérer le moindre euros de chaque client....

Je veux envoyer une lettre à Fabio wibmer

The worst customer support service imaginable.
They take days to answer any questions and after waiting for an eternity still fail to solve any problems.

Ask them for a refund and you have more chance of winning the national lottery.

the worst app ever. Durgesh the customer support agent left me hanging and waiting for several hours with no response.

The worst customer service app ever, how u expecting a customer support software to be good when its been days trying to set up my account. very complicated and the worst customer service ever. run run awaay !!

4 days asking for support, and they have totally ignored and blocked our whatsapp to provide support to our clients.

Ich muss gestehen, dass ich mehr als überrascht bin. Anfangs super Service. Sehr schnell. Sehr hilfsbereit. Ab bestimmten Themen wird man an das Ticket-System verwiesen. Unser Ticket ist seit 5 Tagen offen - keine Antwort. Im Chat dazu hieß es "wir versichern, dass die Mitarbeiter des Supports sich schnellstmöglich melden", doch dann hat man aufgehört auch im Chat zu antworten. Es meldet sich niemand. Seit Tagen!

I signed up for freshdesk a couple weeks ago. I went through the app features, read some documentation, then to finish setting up I emailed them some questions.

That was 9 days ago.

In that time I spoke with the chat within the app, they said someone will get back soon.

5 days ago the chat widget asked for a product demo, so I said ya that would be great, I'll just ask my questions then.

They said someone will get back in 24 hours. That was 5 days ago and no response.

I asked once again 2 days ago and yep you guessed it, no response again.

Hard to trust helpdesk software that doesn't even give basic level customer support.

I gave 2 stars instead of 1, because the UI was nice and it seems like the software would work, as long as you don't have any questions or want to customize something.

I was set on freshdesk, but am not testing out a couple others (just googled "alternatives to freshdesk").

Truly unbelievable.

This appeared in my Facebook feed saying that I had signed into it through Facebook. I've never heard of the company before and certainly never logged into to it. I wonder what shady tactics they use to achieve this.

I was charged for a full year without my approval and without the ability to cancel few days in the year.

I reached out to customer support to no avail.

I would be highly suspicious regarding these kind of practice. Something is off.

Update: After some recrimination, Freshdesk finally refunded my money. I updated the experience from 1 to 3 stars for that reason.

We are an SME of ~100 employees, with a team of 10 using FreshDesk on a daily basis.

Overall the value for money is good, with intuitive OOB experience.

But the customer support team is TERRIBLE at understanding and handling our questions, feature requests and API assistance.

Sometimes it takes a back and forth of 16 emails across a week to get one request answered or fixed.
The technical understanding of the support teams is very limited.

If you are looking for a long-term solution with custom integrations and a lot of customization, steer clear.

A customer service solution that's terrible at handling its customer service.

On the surface, it looks like a great support desk solution with associated services. I chose it over the market leaders because of the price, and our requirements are pretty lightweight (we are a small tech start-up team of 5 people, and we pay for the pro plan).

However, once you use the product, you realize how flawed and buggy it is.

Aside from our user experience being substandard. Here are the main issues we ran into over the year we have been using it:
1. Weird formatting issues that we waste a lot of time trying to rectify and a general lack of customization to the customer-facing interfaces.
2. Billing changes without notice that remove features we were relying on.
3. Difficulty integrating it with other applications.
4. Poor AI, its suggestions in the bots, and the solutions are inaccurate despite spending countless hours training their system.
5. Billing bugs that require to continually engage in their custom support, which is slow and unresponsive, and frankly at tikes not very helpful.
5. Terrible customer support in general.

In summary, I would avoid Freshdesk, we are a small team with lightweight requirements, and I dread to think what the experience would be like for a larger company.

If I could do it over again, I would spend a little extra money upfront and go with a bigger, more established brand; it would have saved us $$$ in wasted time and unnecessary expense in the long run, and we wouldn't be facing the painful prospect of extracting ourselves from Freshdesk and retraining our team.

I have been a customer for 3 years and then I sold my business so I had no need for their service anylonger. I asked them kindly to refund me for the 3,5 months that I had left on my annual plan but they refused to do this. I do not think that's taking care of their customers in a good way.

Ridicoli, per un problema all'email amministratore, non riusciamo ad accedere al portale da 6 giorni. Abbiamo aperto un ticket con livello critico, continuiamo a ricevere solo risposte interlocutorie in cui ci rimandano la soluzione di 24h. Si tratta solo di cambiare un email! Un assistenza del genere è semplicmente ridicola per un azienda che propone un servizio Help Desk!

They promise you everything. To implement the desired features, improve performance etc. You pay, they ignore you. And that for years. Simple features are not working. Simple change requests they promised to implement, are after years still not active. Avoid this tool at any time, if you don't want to lose customers.

Be aware that a company calling itself FreshDesk is inundating me with sexually explicit emails. I am aware that this is a scam as there is always a link to click on -and a confirmation of an order (not placed). Have never signed up to any site selling porn.

Due to a change in Twitter's API services, Freshdesk have decided to simply discontinue support of Twitter as a support channel, stating costs and labor involved.

Back in February, they sent out an email to customers saying that there may be a change coming in the future, where Twitter support would be available as a paid service to users and asked users to fill out a survey to scale how much interest there would be in this. Since then, there has not been any communication about what is happening with this and our Twitter channel continued behaving as usual.

On June 1st, we saw a message stating that our Twitter account is inaccessible, likely due to a change in username or password, asking us to reauthorize this integration. Then, on June 2nd, they sent out an email, stating that 'Twitter services are TO BE discontinued', with the actual email body stating that the services have already been discontinued as of June 1st.

This lack of communication that has essentially blocked us from using half of our support channels made me seriously consider looking at other solutions.

Freshdesk fraudulantly charged my card and despite them supposedly being a helpdesk software have been absolutely useless in refunding me

I would go far as to say they are a SCAM website as they just send a copy and paste email every time saying they are looking into it and then nothing happens.

I will file a chargeback with my credit card processor and I suggest anyone thinking of using them DOESN'T