Sobre o Freshdesk

Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, social media and instant messaging, improve agent productivity with smart automations, deliver self-service experiences with AI-chatbots and branded help centers, and monitor key performance metrics with powerful analytics.
Freshdesk multilingual knowledge base
Freshdesk automations
Freshdesk omnichannel ticketing
Freshdesk team dashboards
Freshdesk SLA management
Freshdesk self-service
Freshdesk - Vídeo
Freshdesk multilingual knowledge base-thumb
Freshdesk automations-thumb
Freshdesk omnichannel ticketing-thumb
Freshdesk team dashboards-thumb
Freshdesk SLA management-thumb

Preço do Freshdesk

Freshdesk possui uma versão gratuita e oferece versão de teste grátis. Versão paga do Freshdesk a partir de 19,00 US$/mês.

Preço inicial:
19,00 US$/mês
Detalhes dos preços:
Freshdesk is priced per support agent per month, and has 5 different plans. Sprout - $0 (unlimited free agents) Blossom - $19/agent/month billed monthly or $15/agent/month billed yearly Garden - $45/agent/month billed monthly or $35/agent/month billed yearly Estate - $69/agent/month billed monthly or $49/agent/month billed yearly Forest - $125/agent/month billed monthly or $99/agent/month billed yearly
Versão gratuita:
Sim
Versão de teste gratuita:

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Avaliações do Freshdesk

Nota do recurso

Relação qualidade/preço
4,5
Funcionalidade
4,5
Praticidade
4,5
Suporte ao cliente
4,5
5 avaliações do 2239 Ver todas as avaliações
Sinencia V.
  • Setor: Serviços de Facilities
  • Porte da empresa: 11-50 funcionários
  • Usado Diariamente em 6 a 12 meses
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
5
Praticidade
5
Suporte ao cliente
5

5
Avaliado em 12/06/2019

Freshdesk makes working easier!

In general, I think there are plenty of customizations and features with Freshdesk. The real selling point for our company was the analytics because we can see the history of our tickets and prevent them from reoccurring in the future.

Vantagens

I love the analytics and history log in Freshdesk. Freshdesk tracks agents' productivity through out the day and breaks up this information by the hour. We can also look up who has resolved the most tickets or who sends out immediate responses. All of this information is especially helpful when assigning new tickets because we can see a history of our most efficient employees. Previous tickets can be easily searched by key words, agent, or time frame. When multiple people are working on one project, it really helps to decipher who did what and when!

Desvantagens

One thing that I believe can be improved is having a group option to send out an email. It's not common when we have to include multiple people on a ticket but when we do, we have to cc them in the very beginning as opposed to adding "Group A". -- The information still gets everyone on the same page, however it is an additional step on the agent's end.

Avaliador Verificado
  • Setor: Software
  • Porte da empresa: 201-500 funcionários
  • Usado Diariamente em Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
4
Recursos
4
Praticidade
5
Suporte ao cliente
5

5
Avaliado em 05/04/2021

Good Customer Support Platform

Overall a positive experience with FreshDesk. The product was fairly easy to implement since we didn’t migrate data from our old system. Training for the staff was pretty quick and we’ve gained a lot of workflow improvements since switching.

Vantagens

FreshDesk is a power and easy to use customer service platform. We use it to manage our customer support ticketing system and measure our response against SLA’s. It meets our expectations in all areas

Desvantagens

We use FreshDesk to integrate with our on site ticketing system. We’ve run a series of challenges keeping this running, but besides that advanced feature we have had few issues.

Jeff K.
  • Setor: Design
  • Porte da empresa: 2-10 funcionários
  • Usado Diariamente em Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
3
Recursos
2
Praticidade
2
Suporte ao cliente
1

3
Avaliado em 07/10/2020

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.

Vantagens

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!

Desvantagens

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.

Viktoria J.
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 2-10 funcionários
  • Usado Diariamente em Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
5
Praticidade
5
Suporte ao cliente
5

5
Avaliado em 21/01/2021

The best customer service desk available

We used it for daily customer service contact and it was great. It was great for assigning

Vantagens

Freshdesk is an amazing solution that made my daily life easier. I used it as a part of my work as a customer service agent and it helped go through the tickets quickly and efficiently. Mostly I loved how easy it made for me to track the previous interactions with the customer and how efficient it made me.

Desvantagens

We tried the call centre as well, but that did not work so well. We had calls drop randomly after a few seconds so we stopped using that feature.

Carly M.
  • Setor: Varejistas
  • Porte da empresa: Profissional autônomo
  • Usado Diariamente em Mais de um ano
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
4
Praticidade
4
Suporte ao cliente
5

4
Avaliado em 15/10/2020

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.

Vantagens

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.'

Desvantagens

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.

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