Freshdesk Recenzje 

Vele jaren freshdesk gebruikt en ik kan zeggen dat dit een geweldig product is. Ik heb dat ook enorm veel tijd gestoken in de automatisaties. Vandaag een email gekregen dat ik moet upgraden of anders al mijn data kwijt ben... Wat een slechte service.

Avoid! We've been a customer for over 7 years, heavy user with many licenses (50+). From a long-standing customer I would avoid Freshdesk and find another ticketing system - there are many smaller ticketing systems that deliver a superior product, with good service and cheaper pricing. They've got so bad each year we have progressively reduced our licenses and will continue to do so. Their billing department is the worst and aggressive. Their customer success managers, which constantly change, say they are there to help you, but will then provide you with prices and terms different to what is discussed on video calls. Nothing good to say with the direction of Freshdesk over the last 5 years, and it's getting worse.

In nur einem Jahr hat die iOS-Version von Freshdesk ganze 17 Updates erhalten und keines davon war fehlerfrei. Jedes Update scheint zwar ein Problem zu lösen, bringt aber gleichzeitig ein neues mit sich.

Über drei Wochen hinweg wurden die Links in unseren Notizen verändert und dadurch unbrauchbar gemacht. Gestern erschien ein Update, das dieses Problem endlich beheben sollte. Tatsächlich wurde der Fehler korrigiert, doch wie leider zu erwarten war, wurde direkt ein neuer, gravierender Bug eingeführt: Die Auswahl vorgefertigter Antworten funktioniert nicht mehr. Damit ist die App für uns aktuell praktisch nicht nutzbar.

Ein derartiges Maß an Instabilität wirkt extrem unprofessionell und lässt stark an der Qualitätssicherung zweifeln. Anders lassen sich diese wiederkehrenden, schwerwiegenden Fehler kaum erklären.

Für uns ist an diesem Punkt Schluss. Wir werden kündigen und zu einem zuverlässigeren Anbieter wechseln.

I am actually a paying customer still. Been trying to get pricing from them for 6 weeks for adding a bot to our account.

I have been passed off 5 times with no real offer, promsie, follow up. I believe it is all based in south east Asia with little management in North America.

A "Director of Sales" Eric Smith has to be managing other jobs to have his team run like this. I coach university students who are 10x the salesperson.

Please use another company!

My subscription was renewed on April 3, and I sent a cancellation request on April 5.

Guess what? You can't cancel your subscription without their approval??!!!! That's stupid.

I also asked for a refund since only 2 days had passed after the renewal. They said no, and today is April 8, and they still haven't approved my subscription cancellation.

What kind of confirmation is this? I mean, if I want to cancel my subscription, do they have the right to say no?

They follow every dark pattern they can, and they are not cheap. Their support team is terrible. They told me they were connecting me to 'Customer Success Manager Patrick,' and he just sent me a link to the terms and is trying to convince me about a refund, while I'm saying I don't need a refund—just cancel my account :)

They are the worst. Don't touch them. I’ll cancel my other subscriptions as soon as possible.

Attention c'est une très grosse arnaque !!

If you advertise a 6 month free plan on your website then I expect it to be easy to sign up through the admin panel. If I have to contact support who then take over three days to confirm if the plan even exists and get told they're still looking into when I ask for an update then unfortunately, you're not the service provider for me and I'll happily go to one of your competitors. Thank you for making it an easy decision for not signing up to a paid plan because you've shown how you deal with issues.

Shit company and shit service.

Made it so difficult to cancel the subscription, unbelievable.

Our experience with Freshdesk during the recent outage has been extremely disappointing.

Our Freshdesk instance has been unavailable for over 8 days, bringing a critical part of our business operations to a standstill. Freshdesk is marketed as an enterprise-grade, mission-critical platform, but this incident has revealed serious weaknesses in reliability and operational resilience.

What has been even more concerning is the lack of support and communication throughout the incident. We were instructed by Freshworks support to create a new instance as a workaround, but we have received no assistance with the migration process.

We are now also still waiting for the new instance to be activated and for the promised seats to be assigned, which has left our team unable to operate properly.

Despite repeated requests and follow-ups, we have been waiting more than 12 hours simply for the new instance to be enabled, which should be a straightforward administrative action.

During this outage we have also seen the following:
1. No effective failover
2. Limited crisis communication
3. No clear timeline for resolution
4. Minimal assistance from support teams

The commercial impact on our business has been significant. Freshdesk underpins critical workflows across multiple teams, and the extended downtime has resulted in major operational disruption.

At this point we are seriously reviewing whether we can continue relying on Freshworks for mission-critical systems.

We hope Freshworks provides a transparent root cause analysis and a clear plan to prevent incidents like this in the future, because the current experience has been far below the standard expected from an enterprise support platform.

I also wish I could express my deep level of dissatisfaction and share the impact this has had with the executive team of FreshWorks. I have never experienced such shocking service before (especially as a "valued customer" with a 3 year agreement with FreshWorks).

Freshdesk has not been operational for almost a week with no commitment for a timeline of when it will be

The level of backup and technical support has proven to be inadequate. Our Freshdesk account experienced an outage on 2 March, and we received no communication regarding this issue, which was attributed to problems in the Middle East region. Since that time, we have been unable to utilize our Freshdesk application.

Upon inquiring about a disaster recovery plan, I was informed that their backup infrastructure is situated in the same region. Additionally, the support services are challenging to access, and when an agent is reached, communication is often hindered by linguistic barriers due to the heavy accent of the representatives, who are located in India.

The worst of the worst, they dont back up your data, have no contingency plan for data centre failure and then leave us hanging for 4+ days without any communications for our business. The level of incompetency is unreal. The worst support, zero accountability and not to be trusted. DO NOT GO WITH THIS COMPANY.

TL;DR: Freshdesk feels like entry-level software sold at mid-market pricing. Reporting is shallow, automation is limited, and the company nickel-and-dimes at every turn, including rebilling after cancellation. There are far stronger options available.

Freshdesk is a fundamentally basic helpdesk platform that has not kept pace with competitors.
Reporting and analytics are barely usable for any serious operation. Dashboards lack depth, segmentation is limited, and extracting meaningful insights requires manual workarounds. For teams that manage by data, this is a major liability. The analytics layer feels outdated and underpowered.

Automation and customization are similarly constrained. It handles surface-level ticketing, but anything beyond simple workflows quickly exposes the ceiling.

Pricing compounds the issue. The platform nickel-and-dimes across features that should be standard at this tier. Essential functionality is gated behind upgrades, and costs escalate quickly for capabilities that competitors include more transparently.

Most concerning was the billing behavior. After approving reductions in agent seats and confirming adjusted monthly billing, Freshdesk rebilled out of cycle once we initiated cancellation. The timing made the intent obvious. It felt petty and opportunistic.

The product is basic. The analytics are weak. The commercial conduct erodes trust.

We migrated. Do yourselves a favor - don't use them lol. Poor product. Poor service.

The support is shockingly bad. Responses are completely off-topic, with outdated tutorials that no longer match their current interface. It genuinely feels like talking to poorly configured bots rather than real support agents.

👉 Unacceptable response times:
Tickets are opened and 7 days later, there is still no useful response. And when they do reply, it does not solve anything.

👉 Sales side is just as bad:
You book a meeting, they simply don’t show up. No message, no apology. Absolutely zero professionalism.

This is a SaaS that claims to help companies manage customer support, yet it is completely incapable of managing its own.

Das System archiviert nach 180 Tagen die Tickets, wenn diese im Status geschlossen sind, was wir aber erst im Nachhinein gemerkt/erfahren haben nach über einem Jahr Laufzeit, als wir uns wunderten, dass wir bestimmte Tickets nicht mehr über die Suche gefunden haben. Man muss dann einen Excel/CSV Export aller Tickets machen oder des gesuchten Zeitraums (wenn man den noch weiß) und kann dann die Ticket ID kopieren um dann im System doch das archivierte Ticket wieder aufrufen zu können (über eine manuelle Anpassung der URL).

Dieses Verhalten des Systems widerspricht allen neuen Gedanken zu Themen wie Datalakes oder KI, wenn man noch nicht mal in der manuellen Suche der GUI auf den Gesamtbestand an Tickets zugreifen kann. Da kann sich Freshworks gleich ihre Werbung für KI sparen.

Auch ganz unangenehm aufgefallen ist die Einschränkung des Kundenportals von einem Tag auf den anderen. Wir haben Freshdesk nämlich auch für den internen Support der eigenen Kollegen genutzt und die können nun nur noch über E-Mail auf die Office IT Tickets antworten, weil sie im Kundenportal zwar ihre Tickets sehen, aber nicht mehr auf diese antworten können.

Auch Automatismen wirken stellenweise nicht durchdacht. Man kann z.B. Tags setzen, aber diese nicht entfernen, was bestimmte Workflows unmöglich macht. Bei selbst erstellten Benachrichtigungen ist keine Mehrsprachigkeit möglich, was dazu führt, dass man mehrere Sprachen in eine Notification packen muss. Leider ist uns das auch erst zu spät aufgefallen, weil man davon ausgeht, dass wenn Tagging und Mehrsprachigkeit unterstützt wird, die Konzepte auch durchgängig weitergesponnen sind.

Die beschriebenen Einschränkungen würden mich zum jetzigen Zeitpunkt davon abhalten auf Freshdesk zu wechseln. Wir sind vom Regen (Zendesk) in die Traufe (Freshdesk) gekommen, da ist auch der günstige Preis nur noch ein schwacher Trost. Zendesk hatten wir wegen der Preiserhöhungen (für von uns nicht benötigten Features) und der arroganten Betreuung verlassen und müssen uns jetzt mit der Willkür von Fresworks arrangieren.

Our experience with Freshdesk was just fine. In order to get the software to work how we needed, we needed other integrations (for text messaging) that were complicated to set up, kept breaking and didn't work consistently. Their platform is difficult to navigate as there are different software pieces for calling, messaging, emailing, etc. It felt a bit like it was Frankensteined together.

Additionally, their customer service is just ok. We actually cancelled our account this year and they wouldn't issue a refund even though we cancelled ONE DAY after our subscription renewed. Unfortunately I'll have to contact my bank to get the rest of my money back. I would suggest looking for another platform besides Freshdesk.

They did the dumbest possible thing without any previous warning. Removing the possibility to reply to WhatsApp messages from the freshdesk mobile app which totally ruined our operations over night. Will switch to zendesk ASAP after Christmas.

Terrible, impossible customer support. Inability to change plans or cancel yourself, must request (in an unclear way through a "manager"). Repeated charges continue after weekslong attempts to cancel. Fraudulent and having to work through bank now.
Worst customer experience I've had working in tech for nearly 30 years.

Outgoing mail blocked since 1 week, we opened a ticket, 4 days after an agent did nothing and closed the ticket as "solved" we are still waiting from freshdesk to find a solution, quite ironic for a customer service SAAS to have such poor customer service.

THE MOST INCOMPETENT SUPPORT THERE IS!

Scammy indian scam center. They found the lowest IQ people to handle their support and now simple tasks like upgrading account take 3 weeks (still not solved).

STAY AWAY!!!!!!!! WE JUST CANCELLED OUR FULLY PAID YEAR AND I DONT EVEN CARE ABOUT A REFUND ITS THAT BAD!!!!