Freshdesk

Software de asistencia al cliente en línea y solución de soporte técnico

4,5 /5 (2214 opiniones) ¡Escribe una reseña!

Información general sobre Freshdesk

¿Qué es Freshdesk?

Freshdesk es un software de asistencia al cliente basado en SaaS diseñado para proporcionar a empresas de todos los tamaños las herramientas que necesitan para sorprender a los clientes: función multicanal integrada, mecánica de juego integrada para aumentar la productividad de los agentes, automatizaciones inteligentes, portales de autoservicio, foros comunitarios y más.

Freshdesk, una solución completa de asistencia al cliente basada en la nube y construida con énfasis en la usabilidad, ofrece todo lo que una empresa necesita para brindar una asistencia excepcional. A diferencia de los productos de la competencia con altos niveles de precios y trampas ocultas, Freshdesk tiene un precio asequible y es gratuito para siempre para los primeros tres agentes.

Freshdesk ofrece cuatro planes de precios: Sprout es ideal para pequeñas empresas y es gratuito para siempre para un número ilimitado de agentes. Las empresas que quieran ofrece una asistencia al cliente proactiva pueden aprovechar el plan Blossom a 19 USD/agente. Por 35 USD/agente, el plan Garden está dirigido a empresas que están creciendo y desarrollando múltiples productos. El plan Estate (49 USD/agente) es para empresas más grandes que se preocupan por brindar a sus clientes una experiencia de asistencia personalizada. Recientemente se ha añadido el plan Forest más completo (89 USD/agente).

Información general sobre Freshdesk

Precio

A partir de
US$ 19,00/mes

Opciones de precios

Prueba gratis
Gratis
Suscripción
Relación calidad-precio

Funciones de Freshdesk

Dispositivos
Tamaño de la empresa
P M G
Disponible en los países siguientes
Estados Unidos, Canadá, Reino Unido, Australia, China y otros 4, India, Japón, Alemania, Brasil
Idiomas admitidos
Alemán, Checo, Chino (simplificado), Chino (tradicional), Coreano y otros 20, Danés, Español, Finés, Francés, Hebreo, Húngaro, Indonesio, Inglés, Italiano, Japonés, Neerlandés, Noruego, Polaco, Portugués, Ruso, Sueco, Tailandés, Turco, Ucraniano, Árabe

Medios

Customer conversations from across channels
Automation rules
Collaboration from within the ticket
Self-service portal
Multilingual self-service portal
SLA management
Team dashboard
Omnichannel ticketing
Vídeo de Freshdesk Captura de pantalla de Freshdesk: Customer conversations from across channels Captura de pantalla de Freshdesk: Automation rules Captura de pantalla de Freshdesk: Collaboration from within the ticket Captura de pantalla de Freshdesk: Self-service portal Captura de pantalla de Freshdesk: Multilingual self-service portal Captura de pantalla de Freshdesk: SLA management Captura de pantalla de Freshdesk: Team dashboard Captura de pantalla de Freshdesk: Omnichannel ticketing

Opiniones de Freshdesk

Opiniones de Freshdesk

Calificación general
4,5
/
5
Excelente
1314

Muy bien
756

Normal
113

Pobre
19

Malo
12

Relación calidad-precio
4,4
Funciones
4,3
Facilidad de uso
4,5
Asistencia al cliente
4,6
93% Un ha recomendado esta aplicación
Angy D.

Freskdesh is Wonderful


Juan pablo A.

Great ticket management software

I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.


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Carly M.

Freshdesk is simple to setup and makes bug-tracking a cinch!

Personally, this was the best platform that ever happened to our team. We reviewed some pay-for feature models, as well as the free bug tracker in Spiceworks (which had a ton of adware), and Freshdesk was the simplest to use and track our bugs even with the non-ability to drill down further with the tier we were using for our staff. The only other thing I would mention, is that it is not HIPAA compliant, so you want to make sure anything users are posting in there is not anything related to proprietary software. Otherwise it worked like a charm for our team, and our users seemed to like it. You do need to make sure that your teams using it have their emails alerting them, otherwise a ticket can just sit there. I found that I was reminding folks to check the freshdesk--from an IT standpoint, we were in there every day fielding tickets and this really helped us to schedule out our day/week and prioritize.


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Jeff K.

Lacking rudimentary filter/show by date range feature, terrible for recordkeeping

Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this.


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Anthony C.

Good Software, Bad Marketing. Bait-and-Switch (beware)

While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature, and link you to a page that isn't linked to from anywhere on their site: freshdesk.com/helpdesk-features, as justification.

As an example, $15/agent/month includes, "SLA Management," which is described from their features page as including every SLA feature, including basic things like SLA email notifications, reminders, escalation policies. You know, what anyone would think of as "SLA Management." However, none of those features are actually included in that price plan. To even get email notifications of SLA violations, or have your SLA respect office hours, you'll have to pay $50/agent/month. Worse, there is no way to discover this until after you've paid and spent time getting everything set up.


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Angy D.
Sector: Servicios financieros
Tamaño de la empresa: 51-200 empleados

Freskdesh is Wonderful

Software usado A diario durante Más de un año
Revisado el 18/9/2020
Fuente de la reseña: Capterra

Puntos a favor

Lo que más me impresiona sobre este software, es la cantidad de servicios alternativos que presta, y las integraciones que permite.

Puntos en contra

Los que menos me gusta, es que falla muchas veces el filtro de búsqueda. Lo principal es que configuras el filtro, efectivamente realiza la búsqueda, pero no guarda los parámetros en un primer intento.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Juan pablo A.
Sector: Consultoría de gestión
Tamaño de la empresa: 11-50 empleados
Traducir a español
Traducir a español

Great ticket management software

Software usado A diario durante Más de un año
Revisado el 3/12/2019
Fuente de la reseña: Capterra

I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.

Puntos a favor

FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.

Puntos en contra

The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 9.0/10

Carly M.
Sector: Comercio minorista
Tamaño de la empresa: Trabajador autónomo
Traducir a español
Traducir a español

Freshdesk is simple to setup and makes bug-tracking a cinch!

Software usado A diario durante Más de un año
Revisado el 15/10/2020
Fuente de la reseña: Capterra

Personally, this was the best platform that ever happened to our team. We reviewed some pay-for feature models, as well as the free bug tracker in Spiceworks (which had a ton of adware), and Freshdesk was the simplest to use and track our bugs even with the non-ability to drill down further with the tier we were using for our staff. The only other thing I would mention, is that it is not HIPAA compliant, so you want to make sure anything users are posting in there is not anything related to proprietary software. Otherwise it worked like a charm for our team, and our users seemed to like it. You do need to make sure that your teams using it have their emails alerting them, otherwise a ticket can just sit there. I found that I was reminding folks to check the freshdesk--from an IT standpoint, we were in there every day fielding tickets and this really helped us to schedule out our day/week and prioritize.

Puntos a favor

I set up and administered Freshdesk for a 200+ non-profit agency. There were three departments tracking bugs through it, and we were able to deploy it and announce its use with ease. It was easy to explain to our staff who didn't want to take time to learn something overly complex. As a non-profit, it was important to find a solution that could assist us day-to-day without breaking the bank. We were able to use the first-level with support for our use. The Freshdesk support was highly responsive and helpful if we had questions. Using this platform cut down on time spent fielding immediate requests that were not a high priority. It allowed us to really prioritize, track and automate repeat issues, and cut down on 'putting out little fires everywhere mentality.'

Puntos en contra

The automation was helpful, but I think it could have used a bit more complexity. We were able to implement an automated routing for email subjects and user emails so that certain requests or bugs/issues would go to a specific department. We used the platform in Communications, IT, and Facilities for all requests. We didn't have a bug or issue tracker prior to this platform. The Frequently Asked Questions portion of the portal really didn't end up being used, although we did use it when we first started the platform. Higher ups really liked the ability to see numbers in what we were fielding, but there was not enough drill-down in the pay/point we were using--that may have been available within higher paid levels. The automation has a lot of options for sending alerts when a new ticket is created. It can become cumbersome and send A LOT of emails. I'm not sure if there is a better way to automate/cut that down w/o losing that function. Also, the 'archive' user feature was a bit weird. We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Jeff K.
Sector: Diseño
Tamaño de la empresa: 2-10 empleados
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Traducir a español

Lacking rudimentary filter/show by date range feature, terrible for recordkeeping

Software usado A diario durante Más de dos años
Revisado el 7/10/2020
Fuente de la reseña: Capterra

Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this.

Puntos a favor

For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING.

To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period.

If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe.

If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8!

Puntos en contra

The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"?

Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 2.0/10

Anthony C.
Sector: Diseño
Tamaño de la empresa: 51-200 empleados
Traducir a español
Traducir a español

Good Software, Bad Marketing. Bait-and-Switch (beware)

Software usado A diario durante 1-5 meses
Revisado el 18/8/2020
Fuente de la reseña: Capterra

While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature, and link you to a page that isn't linked to from anywhere on their site: freshdesk.com/helpdesk-features, as justification.

As an example, $15/agent/month includes, "SLA Management," which is described from their features page as including every SLA feature, including basic things like SLA email notifications, reminders, escalation policies. You know, what anyone would think of as "SLA Management." However, none of those features are actually included in that price plan. To even get email notifications of SLA violations, or have your SLA respect office hours, you'll have to pay $50/agent/month. Worse, there is no way to discover this until after you've paid and spent time getting everything set up.

Puntos a favor

Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.

Puntos en contra

Features listed as included in lower tiers on their pricing page, are not actually included until much higher tiers. See: https://freshdesk.com/helpdesk-features for the real breakdown. Freshdesk has no links to that page, and you'll only get it if you ask about a missing feature in their support portal.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 0.0/10

Recomendación de usuario
8,7/10
Basado en 2214 valoraciones de usuarios
Compara con las alternativas según las recomendaciones de los usuarios
Compara las alternativas

Precios de Freshdesk

Precios de Freshdesk

A partir de
US$ 19,00/mes
Prueba gratis
Gratis
Suscripción
Relación calidad-precio
Relación calidad-precio
4,4/5
Basado en 2214 valoraciones de usuarios
Compara las alternativas según la relación calidad-precio
Compara las alternativas

Funciones de Freshdesk

Funciones de Freshdesk

API
Base de datos de clientes
Campos personalizables
Creación de informes personalizables
Creación de informes y estadísticas
Creación de marca personalizable
Datos en tiempo real
Encuestas y comentarios
Gestión de calendarios
Gestión de contactos
Importación y exportación de datos
Integración de correo electrónico
Integración de redes sociales
Integración de terceros
Modelos personalizables
Notificaciones automáticas
Pagos electrónicos
Panel de actividades
Recordatorios
Seguimiento de actividades
Funciones
4,3/5
Basado en 2214 valoraciones de usuarios
Compara con las alternativas según la valoración de características
Compara las alternativas

Categorías

Preguntas frecuentes sobre Freshdesk

Preguntas frecuentes sobre Freshdesk

He aquí algunas preguntas frecuentes sobre Freshdesk.

P. ¿Qué tipo de planes de precios ofrece Freshdesk?

Freshdesk ofrece los siguientes planes de precios:

A partir de: US$ 19,00/mes

Modelo de precios: Gratis, Suscripción

Prueba gratis: Disponible

P. ¿Cuáles son las características principales de Freshdesk?

No tenemos información sobre las características de Freshdesk

P. ¿Quiénes son los usuarios habituales de Freshdesk?

Los clientes habituales de Freshdesk son:

Empresas pequeñas, Empresas Grandes, Administraciones públicas, Sin ánimo de lucro, Trabajadores autónomos, Empresas medianas

P. ¿Qué idiomas admite Freshdesk?

Freshdesk admite los siguientes idiomas:

Alemán, Checo, Chino (simplificado), Chino (tradicional), Coreano, Danés, Español, Finés, Francés, Hebreo, Húngaro, Indonesio, Inglés, Italiano, Japonés, Neerlandés, Noruego, Polaco, Portugués, Ruso, Sueco, Tailandés, Turco, Ucraniano, Árabe

P. ¿Qué tipo de planes de precios ofrece Freshdesk?

Freshdesk cuenta con los siguientes planes de precios:

Gratis, Suscripción

P. ¿Freshdesk es compatible con dispositivos móviles?

Freshdesk admite los siguientes dispositivos:

Android, iPhone, iPad

P. ¿Con qué otras aplicaciones se integra Freshdesk?

Freshdesk se integra con las siguientes aplicaciones:

Bitium, Constant Contact, HelpOnClick Live Chat Software, Instapage, Nimble, Olark, Pipeliner CRM, SeamlessGov, WorkflowMax, Zapier

P. ¿Qué tipo de asistencia ofrece Freshdesk?

Freshdesk ofrece las siguientes opciones de asistencia:

Preguntas frecuentes, Foro, Base de conocimientos, Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo