Freshdesk

Freshdesk

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

4.5/5 (1750 opiniones)

Información general sobre 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).

Precio

A partir de
19,00 €/mes
Opciones de precios
Prueba gratis
Gratis
Suscripción
Relación calidad-precio

Dispositivos

Tamaño de la empresa

P
M
G

Disponible en los países siguientes

Asia, Australia, Brasil, Canadá, China y otros 5, Europa, Alemania, India, Japón, Latinoamérica

Idiomas admitidos

Árabe, Chino (simplificado), Chino (tradicional), Checo, Danés y otros 14, Neerlandés, Inglés, Finés, Francés, Alemán, Italiano, Japonés, Coreano, Noruego, Polaco, Portugués, Ruso, Español, Sueco

Reseñas de Freshdesk

Calificación general
4.5/5
94% reseñas positivas
1029
Excelente
612
Muy bien
88
Normal
12
Pobre
9
Malo
Alphonso B.
Traducir con Google

Easy to setup and use. Great ticketing system

Software usado A diario durante 1-5 meses
Revisado el 11/10/2019
Fuente de la reseña: Capterra

We are an MSP and Freshdesk is the core of our support business. Without it we wont be able to keep track of what work needs to be done. Our client tickets get logged on Freshdesk and assigned to technicians.

Time logs gets added, tickets get exported and processed for billing.

Any issues that we've had, we simply contacted them via in support chat and it was resolved quickly.

Puntos a favor

Incredibly easy to get going with the software. Your in house IT team can set this up themselves and you dont need to spend a fortune getting a consultancy firm to do it for you.

The interface is also very intuitive and even without any training your staff should be able to do the basics.

We looked at other solutions that were more of an all in one kinda package that also included financial, stock/warehousing etc but found that these were overly complex and as a result made us work less efficient and the helpdesk staff also did not want to use it because it was just too bloated for their needs.

Freshdesk does ticketing and it does it well. The company does have other software modules and integrations that you can add if you want (addon integration apps or maybe look at their other products like Freshsales or Freshservice)

If you just want a great easy to use ticking system, definitely give Freshdesk a try. The free trial should be more than enough to give you a fell for the system.

Puntos en contra

I cant really think of a con. Some might want something that has more features or customization but we are seeing that as a pro as it keeps it simple and efficient (not that Freshdesk lacks features. For us, it has everything that it needs to have and more)

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación

10.0/10
Usuario verificado
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Freshdesk is a great alternative to over priced industry stalwarts.

Software usado A diario durante Más de un año
Revisado el 28/6/2019
Fuente de la reseña: Capterra

Puntos a favor

Freshdesk has been a breeze to set up and use effectively. My team loves how easy it is to quickly work through tickets. We heavily use Trello and their integration is top tier.

When issues do come up, the support team is always available to answer my questions. Even when it doesn't support a particular workflow, I've always been given excellent suggestions to work around its limitations.

Puntos en contra

Many integrations are v1 products that were built years ago and never updated. Salesforce integration needs a lot of work. We had to disable it because it was using too many API calls.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación

10.0/10
Mark K.
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Freshdesk proving their worth on the CRM market

Software usado A diario durante 6-12 meses
Revisado el 20/6/2019
Fuente de la reseña: Capterra

We have moved from Desk.com half a year ago. The decision was made based on our comparison. We have selected Freshdesk as it seemed to give the best value for the price and people also seem really satisfied in general.
To me Freshdesk is a developing underdog on the CRM market with some huge advantages and opportunities. We selected them because we can have some top notch solutions just like we had Freshdesk or Zendesk, but we do not have to leave a fortune there. They still need to spend a lot to improve the software as the market is really competitive with other companies like Salesforce, Zendesk but it seems they have the ambition to be the best.

Moving to Freshdesk still seems a great decision.

Puntos a favor

Learning the software was quite easy for the agents as well which is a huge advantage. This is partially because of their support team as we have always been able to contact then and ask any type of questions regarding their software. The CS Team is always helpful and pretty professional. They did not forger us even after we started using their software (which happens with many companies).

Ticket handling is really efficient and the agent portal has a nice design from a practical viewpoint as well. We like canned responses. A nice little feature is to add support page article links / contents to reply messages just like canned responses. Another huge advantage is the knowledge base / support page which is highly customizable. In general we like ticket automation rules as well and it helped to solve some of our special requests.

Puntos en contra

At this point we are not able to use our own SSL and we cannot afford to have extra expenses to rent an SSL from Freshdesk (probably third party) or buy their top plan to have their SSL. This is a good indicator that some essential functions are only available if you are using their top plan. It is good that you are able to customize your portal URL, but if you do you are not going to have HTTPS until you pay more. This makes this whole function questionable. I am hoping the development team will solve this soon.
Apparently there are some minor function that we have to solve with a workaround but it is straightforward available for competition.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación

9.0/10
Sinencia V.
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Freshdesk makes working easier!

Software usado A diario durante 6-12 meses
Revisado el 12/6/2019
Fuente de la reseña: Capterra

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.

Puntos a favor

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!

Puntos en contra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación

10.0/10
Usuario verificado
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Freshdesk Is Polished & Professional

Software usado A diario durante Más de un año
Revisado el 9/6/2019
Fuente de la reseña: Capterra

It's hard to argue with Freshdesk. We've been using it for 2 years now (free version), and have very few complaints. The mobile app keeps us on top of support tickets, and our support portal is branded with our logo and brand colors. Freshdesk is simply polished and professional, and it's hard to find reasons to build a support desk elsewhere.

Freshworks (owns Freshdesk) has a suite of services (Freshworks 360) similar to Zoho One. I'd love to learn more about 360, but they don't publicize the price.

Puntos a favor

I love the Freshdesk simplicity of setting up a help desk and knowledgebase with very little friction or custom coding. Once you updated the layout with your brand assets, it's pretty much ready to go out-of-the-box. They have a generous free tier, and can imagine the paid plans are worth upgrading if your needs are more demanding. We've looked into lots of other suites and building our own support desk, but......why?

Puntos en contra

We don't like the narrow width of the window when browsing support articles in desktop view, and the fonts could be larger be default for accessibility - though fonts can definitely be enlarged with a bit of manual tweaking to each article. Not many cons frankly!

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación

10.0/10

Precios de Freshdesk

A partir de
19,00 €/mes
Opciones de precios
Prueba gratis
Gratis
Suscripción
Relación calidad-precio

Funciones de Freshdesk

  • API
  • Campos personalizables
  • Creación de informes personalizables
  • Creación de informes y estadísticas
  • Creación de marca personalizable
  • Importación y exportación de datos
  • Integración de CRM
  • Integración de correo electrónico
  • Integración de redes sociales
  • Integración de terceros
  • Modelos personalizables
  • Notificaciones automáticas
  • Panel de actividades
  • Recordatorios
  • Seguimiento de actividades

  • Base de datos de clientes
  • Datos en tiempo real
  • Gestión de calendarios
  • Integración móvil
  • Pagos electrónicos

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: 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:

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

P. ¿Qué idiomas admite Freshdesk?

Freshdesk admite los siguientes idiomas:

Árabe, Chino (simplificado), Chino (tradicional), Checo, Danés, Neerlandés, Inglés, Finés, Francés, Alemán, Italiano, Japonés, Coreano, Noruego, Polaco, Portugués, Ruso, Español, Sueco

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 live chat, 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