Freshdesk Recenzje 

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

We have been using Freshcaller by Freshdesk for several years, and it fails you each time on multiple levels. While mentioning each issue here may be impossible, but here is the latest, they overcharged us on our account for agents not subscribed or even after the account has been voluntarily downgraded. Although I registered the complaint and raised the issue repeatedly, I only get templated response saying they are unable to verify. Freshcaller has no telephonic customer support, you have to reach out to different help desk personnel each time and raise tickets. Each person comes back and tells you something different from the subject and you can keep going back and forth with no resolution. Freshcaller does not provide any email notification when important changes to account, billing or subscription are done and later can claim anything was done or not like in our case. Overall extremely poor on transparency and never share any itemised bill of services, which may include actual minutes or duration consumed, how its charged per unit and how they come up with credit consumption. You just keep recharging and they keep charging, you do your own homework by going through reports, download in excel, apply your own formulas to work out the charges for yourself. In the end they suspend your account and make you pay for something that was not due, and should have been resolved. And as I write this, its still not resolved and they would overcharge us again for one more month or suspend the account so you cant use it. Please avoid subscribing to any of their products.

We have been using FD for a number of years. The software is OK at best. The customer service is by contrast, some of the worst I have ever experienced. We cancelled our plan and agreed an end date with them which was back in October. By Feb they were still charging us despite repeat requests to stop. Eventually they did and now we're trying to get funds mis-charged refunded to us. Despite 4 Freshdesk employees being on the email chain we have had almost no response in two months. We get the odd reply saying we're looking into it but then nothing.

Please avoid them. Yes they are one of the cheapest but the functionality isn't great and the support is terrible (ironic for a CS platform)

I call this company they are not good at their customer service, it is a joke, rude at least when I spoke to them. I spoke to two different people separate occasions, one of their apps seem to work and then don't work at all on a PC and from what I know depending on the link that the company that you'r connected to sends you a link and does not tell you that you need a cell phone. If that's the case, why not just tell somebody in the email to use a cell phone to download the app? The first time that I spoke with someone she seemed to be helping me then she got rude with an attitude in her voice. The second person, he claimed that it worked for him; just because it works for you and your phone how do you know if it works for everybody else? I think the both of them gave me wrong information I do not even see the type of app that I need for the download on googleplay.

1: Their customer service was terrible. at least 4 times I was just ignored mid conversation.
2: Their Instagram integration is wonky AF. its called Instagram DM but instead pulls every comment like and message as a new chat ticket ! good luck sifting through that.
3: Their web chat widget integration is very complicated.
4: Their Shopify Integration for chat doesn't work. so no way of knowing if that "un-named chat" person is a current customer or potential one.
5: Their user interface is easy to understand but... is missing some key features. You cant delete customers only archive. You cant delete chat bots once you install them. You cant undo a lot of things so when your new and trying to figure out what's what you'll end up with a load of crap you made by mistake creating with no way to undo or delete. cant even delete the demo customers it adds when you first start using.

very bad service desk, even though they do service desk solutions, but their service desk is terrible. Doesn't work. I'm trying to integrate freshchat with my application, it worked before, but now it's not working, they cannot find any solution already one week. The account manager that was assigned is uselss, she reply to my questions once time a week.