FreshBooks is an accounting service for small businesses. The solution enables users to send and manage invoices, track billable time and collect online payments. The vendor’s value proposition this that their solution provides a straightforward service that simplifies the billing process.
$15
per month
Freshdesk
Score 8.6 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support.
Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
FreshBooks is the perfect tool for businesses who have hundreds of clients and customers whom they invoice regularly. It removes the need to manually send invoices to clients and customers, by streamlining inputted information to create an automated invoicing system which keeps clients and customers up to date with their bills. It is also a great tool for managing expenses, especially for companies with different teams working on varying projects, ensuring these teams do not exceed the budget ceiling.
Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user
FreshBooks is pretty intuitive to use. I did have some questions when I first started using the system, but it wasn't a long learning curve.
FreshBooks provides more capability than other billing applications such as PaySimple or BlinkSale. FreshBooks does provide an easy invoicing function. It's easy to create invoices that can be sent via email or snail mail to one or more individuals (for example, the decision-maker and the accounting dept). Clients can pay online or send a check and then I note that the payment has been received. If paid by credit card, the system automatically marks the invoice paid. Your business accounts such as bank accounts can be linked to FreshBooks. Then, the system can automatically draw in expenses and will create simple P&L reports, overdue invoices, client history, etc. If you don't have inventory and complex payroll, etc. FreshBooks provides just the right level of capability to make financial tracking simple.
FreshBooks integrates with a number of credit card companies. I use Stripe, which has fees similar to Paypal, but much more reliable processing. I can accept all credit cards, including American Express, for a reasonable fee.
Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
I can brand invoices with my business logo, but I might like to change colours of the invoices themselves to match the rest of my business documents. That isn't a major point at all, but it's something that I'd like to see.
Freshbooks doesn't remember the categories that similar expenses were previously assigned to. It would be nice if Freshbooks would suggest a category for an already saved vendor, to ensure the consistency of expense reporting.
The home page of a Freshbooks account has a great graph display of expenses and income, but it only shows the last 6 months. This is still very useful, but I'd like to be able to see this kind of graph for different periods of time.
Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).
At the current needs of our business, FreshBooks suits us perfectly - it allows online access by our accountant to the system for GST purposes, easy input of expenses and tracking of Profit and Loss statements. FreshBooks customer service is great as well - very understanding and accommodating.
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
FreshBooks is very easy to use even for novices. If you're looking for an online accounting software that is full of features, has great aesthetics and is user-friendly, then this is definitely the software for you. I've been using it for several years now and despite being tempted to switch by other vendors, I like the feel of FreshBooks and it's mobile features.
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
I think the support level for FreshBooks is on par with a 6 because the folks behind this application do a fairly good job at providing support for their customer base. I still don't think they are at an elite level when it comes to supporting but are getting there although too slow in my opinion.
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value"
We do not consider other options since our client wants the implementation of this platform in order to use it in the two countries where it has operations.
At the moment, full integration was not possible and we still share the information with a Mexican system to complete everything necessary.
FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.
The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
Freshbooks saves me time compared to when I managed to invoice without an app.
Freshbooks make keeping my invoices organized which saves me time.
Freshbooks helps me to know who is late on payments. When I was doing this by hand, some invoices would get lost in the clutter and I would not find out I haven't been paid until much later.
