Freshdesk

Freshdesk

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

4.5/5 (2128 opiniones)

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
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
Asia, Australia, Brasil, Canadá, China y otros 5, Europa, Alemania, India, Japón, Latinoamérica
Idiomas admitidos
Árabe, Chino (simplificado), Chino (tradicional), Checo, Danés y otros 20, Neerlandés, Inglés, Finés, Francés, Alemán, Hebreo, Húngaro, Indonesio, Italiano, Japonés, Coreano, Noruego, Polaco, Portugués, Ruso, Español, Sueco, Tailandés, Turco, Ucraniano

Capturas de pantalla

Captura de pantalla de Freshdesk: Customer conversations from across channels
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 2128 opiniones
Excelente
1265

Muy bien
726

Normal
108

Pobre
20

Malo
9

Relación calidad-precio
4.4
Funciones
4.3
Facilidad de uso
4.5
Asistencia al cliente
4.6
94% Un ha recomendado esta aplicación
Neal J.

Very solid help desk software

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.


Traducir con Google
Rich L.

Using FreshDesk for 3 years and Still Going Strong

Teachers generally create tickets for me with problems they have with technology. Administration creates tickets for me to evaluate different education systems, set up systems for teachers, arrange training, or pretty much anything. It's all documented in detail in the ticket, along with pictures, links to articles, whatever I need.


Traducir con Google
Alphonso B.

Easy to setup and use. Great ticketing system

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.


Traducir con Google
Sean Y.

You're on your own


Traducir con Google
Thabo M.

TMI-SSP (PTY) LTD

Wonderful, I really like their 24hrs support system


Traducir con Google
Neal J.
Sector: Seguridad informática y de redes
Tamaño de la empresa: 2-10 empleados
Traducir con Google

Very solid help desk software

Software usado A diario durante 6-12 meses
Revisado el 5/12/2019
Fuente de la reseña: Capterra

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

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 8.0/10

Rich L.
Sector: Administración educativa
Tamaño de la empresa: 13-50 empleados
Traducir con Google

Using FreshDesk for 3 years and Still Going Strong

Software usado A diario durante Más de dos años
Revisado el 31/12/2019
Fuente de la reseña: Capterra

Teachers generally create tickets for me with problems they have with technology. Administration creates tickets for me to evaluate different education systems, set up systems for teachers, arrange training, or pretty much anything. It's all documented in detail in the ticket, along with pictures, links to articles, whatever I need.

Puntos a favor

The software is easily customizable, and fairly easy to use. Being able to see the notifications pop up on my watch and access tickets from my Google Pixel phone is a lifesaver. Teacher's can't be bothered to log in to a portal to create a ticket, so we customized Fresh Desk so they could simply send an email of their problem to [SENSITIVE CONTENT HIDDEN] and it would create a ticket for them. I can reply to them right from within the help desk system. Initially we had it set up for two agents and purchased the next level plan. Our Maintenance Supervisor ended up not using it so we backed down to the free version. The virsatility of multiple plans is a major plus. Their support is quick, and eager to help. They will actually go out of their way to help you.

Puntos en contra

The only con is probably easily fixable-- When I close a ticket, it of course emails the teacher letting him/her know. But they inevitably always reply with Thank You, which reopens the ticket. Other than that, it is a perfect system!

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 9.0/10

Alphonso B.
Sector: Tecnología y servicios de la información
Tamaño de la empresa: 51-200 empleados
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

Sean Y.
Sector: Arquitectura y planificación
Tamaño de la empresa: 13-50 empleados
Traducir con Google

You're on your own

Software usado A diario durante Más de dos años
Revisado el 23/11/2019
Fuente de la reseña: Capterra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 1.0/10

Thabo M.
Sector: Minería y metalurgia
Tamaño de la empresa: 2-10 empleados
Traducir con Google

TMI-SSP (PTY) LTD

Software usado A diario durante Más de dos años
Revisado el 16/1/2020
Fuente de la reseña: Capterra

Wonderful, I really like their 24hrs support system

Puntos a favor

With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK.

We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested.

Puntos en contra

Ease of business
Friendly Interface
Work Anywhere (App or Web)

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Recomendación de usuario
8.7/10
Basado en 2128 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
19,00 €/mes
Prueba gratis
Gratis
Suscripción
Relación calidad-precio
Relación calidad-precio
4.4/5
Basado en 2128 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
Importación y exportación de datos
Integración de CRM
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 2128 valoraciones de usuarios
Compara con las alternativas según la valoración de características
Compara las alternativas

Categorías

Vídeos y tutoriales

Vídeos y tutoriales

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: 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, Hebreo, Húngaro, Indonesio, Italiano, Japonés, Coreano, Noruego, Polaco, Portugués, Ruso, Español, Sueco, Tailandés, Turco, Ucraniano

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