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 - Freshdesk omnichannel ticketing
 
  • Freshdesk - Freshdesk omnichannel ticketing
    Freshdesk omnichannel ticketing
  • Freshdesk - Freshdesk automations
    Freshdesk automations
  • Freshdesk - Freshdesk self-service
    Freshdesk self-service
  • Freshdesk - Freshdesk team dashboards
    Freshdesk team dashboards
  • Freshdesk - Freshdesk SLA management
    Freshdesk SLA management
  • Freshdesk - Freshdesk multilingual knowledge base
    Freshdesk multilingual knowledge base
Sistemas operativos compatibles:
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Navegador web (independiente de SO), Windows 2000

2223 reseñas sobre Freshdesk

 

Angy D. Especialidad: Servicios financieros Número de empleados:  51-200 empleados Número de empleados:  51-200 empleados

18/9/2020

18/9/2020

Fuente de la reseña: Capterra

Freskdesh is Wonderful

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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.

Neal J. Especialidad: Seguridad informática y de redes Número de empleados:  2-10 empleados Número de empleados:  2-10 empleados

5/12/2019

5/12/2019

Fuente de la reseña: Capterra

Very solid help desk software

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I started as a free user and found it extremely versatile. My first hiccup was that, as a free user, when the advanced features that were included expired, they disabled my account. Instead of scaling it back it just went offline without warning. Once that was fixed we found an excellent way to continue with the free account until they implemented a "spam" update that invalidated all tickets sent to any email address except our main address. Again, this was done without warning and we were offline for 3 days. We have subscribed but it was done more out of necessity rather than being able to upgrade for full features.

Puntos a favor

I like the fact that it has a dedicated APP for mobile use, that I can use Email to respond to tickets, great search functionality as well

Puntos en contra

Interface could use an update to be more compact and show more information in a single screen. right now a ticket takes up pretty much every part of the display. Also, IOS app is slow on startup and refreshing

Stacy H. Especialidad: Comercio minorista Número de empleados:  2-10 empleados Número de empleados:  2-10 empleados

17/9/2020

17/9/2020

Fuente de la reseña: Capterra

Always there for me when I need them...

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The interface makes sense to use, and when I needed guidance, the Customer Support Team was SUPER QUICK to help me get to where I needed/wanted to be.

Puntos a favor

I did not come from a technical background, but setting up and deploying this software for all team members was a breeze!

Puntos en contra

It might actually have TOO many options, but that isn't really a bad thing.

Usuario verificado Especialidad: Ingeniería industrial o mecánica Número de empleados:  11-50 empleados Número de empleados:  11-50 empleados

29/12/2020

29/12/2020

Fuente de la reseña: Capterra

Love FreshDesk!!!

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We lover FreshDesk and expanding to the other FreshService addons.

Puntos a favor

We use FreshDesk Daily for customer support and issue tracking. We are able to track our customers and teams progress. Plus it started our free and there was a chance to learn and implement it into our daily routine and now we are paying for more features.

Puntos en contra

There are a few oddities about how tickets are made and some back scripting that needed to be done to notify team members. Overall the service works.

Sean Y. Especialidad: Arquitectura y planificación Número de empleados:  11-50 empleados Número de empleados:  11-50 empleados

23/11/2019

23/11/2019

Fuente de la reseña: Capterra

You're on your own

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Puntos a favor

The platform is relatively user friendly and has a sufficient number of features to work well.

Puntos en contra

Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN.

Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'.

Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.