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:
Navegador web (independiente de SO)

2227 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

Viktoria J. Especialidad: Tecnología y servicios de la información Número de empleados:  2-10 empleados Número de empleados:  2-10 empleados

21/1/2021

21/1/2021

Fuente de la reseña: Capterra

The best customer service desk available

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

Puntos a favor

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.

Puntos en contra

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.

Jeff K. Especialidad: Diseño Número de empleados:  2-10 empleados Número de empleados:  2-10 empleados

7/10/2020

7/10/2020

Fuente de la reseña: Capterra

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

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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.

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.