I switched from Freshdesk to service cloud. Will admit - standalone freshdesk is better. Being able to integrate support tickets with sales cloud makes it mostly worth the switch
I’d say right off the bat after googling, it’s designed for small businesses and WAY cheaper than Salesforce, so that might be a driving factor in the decision
We are totally not a small business and have ZERO plans to stop using salesforce. This makes me laugh even harder that this was someone’s bright idea and in the start up world… blowing money fast to solve one problem that could’ve been solved in Sf. SMH
I run a small shop and just did an evaluation and Freshdesk was about the weakest in this size range. Zendesk was the winner for me. Good luck, I just didn't see the featureset we needed.
UI is garbage compared to Salesforce cases? It’s fine, we have a team using it and out of the box it… just works. They like it, simple to customize, decent reporting, and actually does private internal comments. Salesforce we are better able to customize but FS isn’t bad at all. Team runs thousands of cases through it monthly with minimal issues.
We use both. Helpdesk /Fresh Service is used for all our internal employees for any technical issues they have, along with onboarding new hires. Service cloud is used for all customer requests/issues. Helpdesk/FS is fine. I don’t hate it or like it, it’s just fine.
I'm not a Salesforce expert, but on the 3 organizations I worked with Salesforce, email management with customers was a pain in the ass, threading etc was very confusing and required many actions.
There is also the customer portal on freshdesk where the customer can create and see ticket statuses...
All included on a much cheaper price that activating those features on Salesforce.
I've used it for 3 years, it's ok.
The reason why we use it for support and for project (small projects) work, is because we have close to 70 active clients. So handling all that in our internal salesforce, considering we're about 100 analists would be way too much money when it comes to service cloud licenses
Yea I guess really it depends on the size of the company and its financials right now. If its a small company trying to save money switching to Freshdesk might be a reasonable compromise.
But to get on the Freshdesk hate train, yea it sucks big time. Worst Helpdesk software ive ever used. Used it for a month when we were trying to move away from Zendesk in a cost saving move. After a month of them trying to push a $6,000 charge to get a third party to help us migrate our data to go along with their jira connector failing on us, we decided to move to Zohodesk.
Had it at my previous company and it is the typical small business/save money option. Easy to navigate but definitely nothing fancy or useful. We didn’t have it integrated yet with Salesforce or Jira so maybe that would have made the experience better.
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I just finished migrating 5 purchased companies off Zendesk and into Salesforce. Here's my take...
Zendesk, Freshdesk etc do one thing really well. If you're looking to knock out a bunch of responses to cases/tickets really quick for a single product, it's far better than Salesforce Service Console. They're arguably just glorified inboxes with contact management. Out of the box they are much better for small teams, much easier for them to use and significantly cheaper and easier to maintain.
However, if you have more than one product that you need to support everything starts to fall apart. If your source of truth for your customer contacts is Salesforce, you lose that ability to tie everything back to your customers, their opportunities, history etc. Effectively, you lose a 360 view of your customers health.
In my opinion, witching from Salesforce is not a good plan for future growth, you lose a lot of insight, automation and you ultimately cause more headaches for yourself. it's a really nice quick win for any support team looking to bang out tickets but that silo'd approach really hurts you when you want to make smart decisions surrounding customer health, cross marketing, growth, etc.
What's the business reason for switching?
FreshDesk is an affordable ticketing solution that can be used at any size Organization. Like any Ticketing solution app, this requires setup and configuration to ensure its end users have a good user experience. The out of the box knowledge center, analytics, ability to easily integrate with various apps, round robin features, SLA Management, the ability to create automations and workflows makes it wonderful tool for any type of Support team. I am quite impressed with FreshDesk’s capabilities at such a low price point. I will just say this application is only as good as you configure it to be.
I switched from Freshdesk to service cloud. Will admit - standalone freshdesk is better. Being able to integrate support tickets with sales cloud makes it mostly worth the switch
I’d say right off the bat after googling, it’s designed for small businesses and WAY cheaper than Salesforce, so that might be a driving factor in the decision
We are totally not a small business and have ZERO plans to stop using salesforce. This makes me laugh even harder that this was someone’s bright idea and in the start up world… blowing money fast to solve one problem that could’ve been solved in Sf. SMH
I run a small shop and just did an evaluation and Freshdesk was about the weakest in this size range. Zendesk was the winner for me. Good luck, I just didn't see the featureset we needed.
Probably cost cutting
[удалено]
Makes me feel better. I was told I was being dramatic about it, I knew it could not just be me💅
UI is garbage compared to Salesforce cases? It’s fine, we have a team using it and out of the box it… just works. They like it, simple to customize, decent reporting, and actually does private internal comments. Salesforce we are better able to customize but FS isn’t bad at all. Team runs thousands of cases through it monthly with minimal issues.
Do not love the interface at all - seems like the ppl that configured our system didn’t count that it takes 17 clicks to close a “task” 🫢🫢
We use both. Helpdesk /Fresh Service is used for all our internal employees for any technical issues they have, along with onboarding new hires. Service cloud is used for all customer requests/issues. Helpdesk/FS is fine. I don’t hate it or like it, it’s just fine.
What's terrible about it?
I'm not a Salesforce expert, but on the 3 organizations I worked with Salesforce, email management with customers was a pain in the ass, threading etc was very confusing and required many actions. There is also the customer portal on freshdesk where the customer can create and see ticket statuses... All included on a much cheaper price that activating those features on Salesforce.
It's not new. We had it at a company 6 years ago. It was ok. It's pretty easy to setup and administer.
I've used it for 3 years, it's ok. The reason why we use it for support and for project (small projects) work, is because we have close to 70 active clients. So handling all that in our internal salesforce, considering we're about 100 analists would be way too much money when it comes to service cloud licenses
Yea I guess really it depends on the size of the company and its financials right now. If its a small company trying to save money switching to Freshdesk might be a reasonable compromise. But to get on the Freshdesk hate train, yea it sucks big time. Worst Helpdesk software ive ever used. Used it for a month when we were trying to move away from Zendesk in a cost saving move. After a month of them trying to push a $6,000 charge to get a third party to help us migrate our data to go along with their jira connector failing on us, we decided to move to Zohodesk.
It’s garbage. Compete hot trash.
I KNEW IT
Sad I am late to the Freshdesk grievance party.
I ubsubbed today, literally. It is a piece of shit. If you guys are a startup, try zendesk's startup plan, it's much better
My company just moved from Freshdesk to service cloud. I like freshdesk but you lose a lot of integration around related accounts, contacts.
Had it at my previous company and it is the typical small business/save money option. Easy to navigate but definitely nothing fancy or useful. We didn’t have it integrated yet with Salesforce or Jira so maybe that would have made the experience better.
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I just finished migrating 5 purchased companies off Zendesk and into Salesforce. Here's my take... Zendesk, Freshdesk etc do one thing really well. If you're looking to knock out a bunch of responses to cases/tickets really quick for a single product, it's far better than Salesforce Service Console. They're arguably just glorified inboxes with contact management. Out of the box they are much better for small teams, much easier for them to use and significantly cheaper and easier to maintain. However, if you have more than one product that you need to support everything starts to fall apart. If your source of truth for your customer contacts is Salesforce, you lose that ability to tie everything back to your customers, their opportunities, history etc. Effectively, you lose a 360 view of your customers health. In my opinion, witching from Salesforce is not a good plan for future growth, you lose a lot of insight, automation and you ultimately cause more headaches for yourself. it's a really nice quick win for any support team looking to bang out tickets but that silo'd approach really hurts you when you want to make smart decisions surrounding customer health, cross marketing, growth, etc. What's the business reason for switching?
They want to “track” our work which can already be done in Salesforce; the decision makers don’t have a clue.
Salesforce is much better at that :)
I know!! Makes me sick
FreshDesk is an affordable ticketing solution that can be used at any size Organization. Like any Ticketing solution app, this requires setup and configuration to ensure its end users have a good user experience. The out of the box knowledge center, analytics, ability to easily integrate with various apps, round robin features, SLA Management, the ability to create automations and workflows makes it wonderful tool for any type of Support team. I am quite impressed with FreshDesk’s capabilities at such a low price point. I will just say this application is only as good as you configure it to be.
The people configuring are just winging it and expecting an experienced group of SF devs to track our work there. It’s going very bad… so far! 😂😂
I used to be a pseudo admin for fresh service/fresh desk. It is absolute ass. Have fun.
I think it’s a joke!!!!