Sobre Freshdesk

Freshdesk es un software de servicio al cliente fácil de usar que ayuda a más de 40 000 empresas en todo el mundo a crear muy buenas experiencias para los clientes.

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Puntos a favor:

Freshdesk is beyond easy to use. I love how simple it is to assign tickets to the relevant team member and how ticket responses are so quick and easy.

Puntos en contra:

Tools is really inefficient and their automation tools are built by people with very little CSX experience. Everything needs to be hacked somehow.

Valoraciones de Freshdesk

Evaluación media

Facilidad de uso
4,5
Atención al cliente
4,5
Funciones
4,3
Relación calidad-precio
4,4

Probabilidad de recomendación

8,6/10

Freshdesk tiene una valoración global de 4,5 estrellas sobre 5 según las 2.511 opiniones de usuarios de Capterra.

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Torre
Torre
Owner
Usuario de Linkedin verificado
Tecnología y servicios de la información, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Client Friendly Ticketing System

5,0 el año pasado
Los subtítulos en español están disponibles en el reproductor de vídeo
🔹 Amine
CMO en España
Internet, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Todo departamento y equipo de mkt debe tener

4,0 hace 2 meses

Comentarios: Llevamos muchos años usando Freshdesk, sin duda en mi opción nº1 uno.

Puntos a favor:

El ecosistema Fresh cubre varias de nuestras necesidades. Básicamente usamos dos, Freschdesk para toda la parte atención al cliente, y freshchat para el chat in differentes idiomas, bots, ..etc

Puntos en contra:

Ofrecer soporte multidioma La integración entre las diferentes herramientas Fresh

Angy
Product Ops en Perú
Servicios financieros, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Freskdesh is Wonderful

5,0 hace 2 años

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.

Malcolm
Master en México
Servicios para el consumidor, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

reseña Freshdesk

5,0 el año pasado

Comentarios: buena, flexible y adaptable a mi organización.
amigable para entender y explicar a los agents y clientes

Puntos a favor:

es fácil de usar una vez que entiendes como funciona, es flexible y se puede adaptar muy fácil a la operación de la empresa. a los clientes les gusta porque es amigable.

Puntos en contra:

no me agrada que sea tan autodidacta, es fácil sentirse sólo en esto. Podrían mejorar en enseñar a los clientes a usarla mejor y a explotar los planes que se contratan. puedes llegar a perder mucho tiempo en aprender a usarla y configurarla

Usuario verificado
Gerente de Marketing en México
Usuario de Linkedin verificado
Electrónica de consumo, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña
Fuente: GetApp

Para brindar una mejor atención a clientes

5,0 hace 9 meses

Comentarios: Se utiliza como herramienta de soporte y atención a cliente dentro de la empresa en la que laboro

Puntos a favor:

En general me gusta freshdesk porque es una solución sumamente adaptable que permite a nuestros agentes dar una mejor atención y tener a nuestros clientes contentos y siempre acompañados.

Puntos en contra:

La herramienta y su funcionamiento es excepcional, además ofrece muchas métricas e información muy valiosa aunque si me parece una solución costosa

Alba
Front end developer en España
Desarrollo de programas, 1.001-5.000 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Diseño amigable

4,0 hace 3 semanas Nuevo

Puntos a favor:

Es fácil de usar ya que es parecida a muchas herramientas de ticketing que he usado previamente. El diseño está cuidado y es muy agradable de usar.

Puntos en contra:

No encuentro nada malo a destacar, cumple su función.

Juan Carlos
Juan Carlos
CEO en México
Usuario de Linkedin verificado
Seguridad informática y de redes, Trabajador autónomo
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Una buena opción para equipos de soporte técnico

4,0 el mes pasado Nuevo

Puntos a favor:

Me gustó mucho que es un producto robusto y maduro con opciones muy completas para el seguimiento de incidentes en una empresa. Me encantó que tuviera una opción gratuita para quienes manejan un bajo volumen de información. También me gustó mucho que tuviera su aplicación para atender a los clientes desde el celular.

Puntos en contra:

En realidad es muy buena la aplicación, pero existen al menos una opción gratuita que me permitió tener las mismas características y más operadores sin tener que hacer el desembolso de un pago mensual.

Daisy
Daisy
Integration Partner Manager en Bélgica
Usuario de Linkedin verificado
Tecnología y servicios de la información, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

All-in-one solution and gradually extendible

5,0 hace 2 semanas Nuevo

Puntos a favor:

The analytics are very insightful, it solves for us support management/knowledge base management/customer success (a CRM software provider with 12k clients) The knowledge base management in 6 different languages is very user friendly and easy to manage. We were able to gradually extend the functionality, first developed ourselves to integrate with our backend. Then integrated Chat management/integrated JIRA/ review management (we are still able to extend with chat bot and forums if we want).

Puntos en contra:

Maybe the search functionality could be extended, the filters on top of search terms are quite limited.

Ondřej
Customer service manager en Chequia
Hostelería, 2-10 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Great product, bad customer support

4,0 hace 2 meses Nuevo

Comentarios: It's quite expensive for small teams which needs advanced features, but in comparison with alternatives, the price is OK. We use it for more than 2 years and it made our work easier.

Puntos a favor:

Freshdesk offers a broad list of features you can use in your day-to-day work and is really powerfull tool for your customer service team.

Puntos en contra:

Definitely the Customer support of the product. Sometimes it works OK, but sometimes you really wait more than you should to get help with easy to solve problems.

Alternativas consideradas: Daktela y Zendesk

Razones para elegir Freshdesk: Podio is not really made for customer support teams. We wanted some professional, easy-to-use tool.

Software anterior: Podio

Razones para cambiar a Freshdesk: Price, features, contact center

jaime
Manager en EE. UU.
Servicios financieros, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Keep track of prios and tasks using freshdesk

3,0 el mes pasado Nuevo

Puntos a favor:

The software is easy to use and a great way to keep track of internal team priorities and tasks.

Puntos en contra:

The search feature left a lot to be desired.

Shayla
Shayla
Human Resources Specialist en EE. UU.
Usuario de Linkedin verificado
Internet, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Excellent customer support ticket system

4,0 hace 2 meses

Comentarios: Our team were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

Puntos a favor:

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

Puntos en contra:

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

Andrew
IT Specalist en EE. UU.
Administración educativa, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Good Ticketing System for Small IT Department

4,0 el mes pasado Nuevo

Comentarios: For our small IT department, FreshDesk is a cost-effective ticket solution that works well with our existing IT systems and allows us to keep a mostly-internal knowledge base up to date easily.

Puntos a favor:

I really appreciate the fact that FreshDesk allows you to copy other users on return emails; it allows me to use the email system inside FreshDesk and keep things connected to a ticket while allowing other users to just see updates in their normal inboxes.

Puntos en contra:

A few defaults (like having to have a defined area for a ticket) are annoying but not burdensome.

Nici
SEO and Social Media Consultant en Australia
Marketing y publicidad, Trabajador autónomo
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Useful Help Desk/Call Centre Package

5,0 hace 2 semanas Nuevo

Comentarios: I used this software whilst running a software helpdesk/call centre. At the time I compared all the alternatives and felt it was the best one for the price.

Puntos a favor:

Email management and the ability for connected issues to be linked was really impressive.

Puntos en contra:

Integration with Jira would have been a great feature.

Alternativas consideradas: Zendesk

Razones para cambiar a Freshdesk: It was cheaper at the time than Zendesk and had similar functionality.

Usuario verificado
Founder en Italia
Usuario de Linkedin verificado
Hostelería, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Instant responses, multiple channels and not losing your sanity

5,0 hace 2 meses Nuevo

Comentarios: Very supportive company, also during Covid when we had a hard time to survive.

Puntos a favor:

All chats and tickets from all booking channels in one central system saved us a lot of time.

Puntos en contra:

There was nothing that we did not like, period!

Neel
Neel
Finance en India
Usuario de Linkedin verificado
Administración educativa, 501-1.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

The Query Resolver!

4,0 hace 2 meses Nuevo

Puntos a favor:

The software is pretty easy to implement, a bit intuitive. It require a bit of practice, but the same applies to all the other software. The issue management system is also pretty good.

Puntos en contra:

The integrations with 3rd party software can be a bit easier to apply

Alternativas consideradas: Verloop y Zoho Desk

Razones para cambiar a Freshdesk: The customer service and the overall experience was better.

Muhammad Daud
Muhammad Daud
IT Manager en RU
Usuario de Linkedin verificado
Servicios financieros, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Ticketing platform and Support in one place

5,0 hace 2 meses Nuevo

Comentarios: Freshdesk is a great utility and platform for ticketing, ticket management, and support. We have enhanced our support standards with Freshdesk for local issues within the organization. We have categorized our Dev team to use Zendesk and our IT Team to use Fresh Desk to support more regular issues with staff devices.

Puntos a favor:

I have found Freshdesk to be a great platform for our ticketing management and supporting colleagues. I found Freshdesk very helpful in generating support alerts, resolution tools, and quick updates. Keeping logs of all tickets and how they are dealt with improves the Support team's efficiency and analytics on individual performance.

Puntos en contra:

I found Freshdesk to receive spam emails and it doesn't filter out automatically. This slows down the individual performance and it takes extra time to remove spam emails and follow up on the actual tickets. There should be improved filters and auto spam automation tool.

Alternativas consideradas: Jira

Razones para cambiar a Freshdesk: Complex and high cost

Jaco
Jaco
CEO en Sudáfrica
Usuario de Linkedin verificado
Marketing y publicidad, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Startup? Every new client call matters. This is the software for you.

5,0 hace 2 meses Nuevo

Comentarios: As a small company with a big footprint we had to be able to manage any and all customer queries as soon as possible. Often this meant back and forth between us and client. The ticket system meant we never “lost” any part and any of the team could pick up on a customer question.

Puntos a favor:

Easy to use. Always on and best of all your customers get to hear from you as soon as you reply. When you are trying to break into an industry Freshdesk makes customer support a breeze.

Puntos en contra:

There was nothing not to like about Freshdesk. Easy to implement and getting to know. My team was up and running on day 1.

Winfield
IT Help Support Agent en Sudáfrica
Aprendizaje en línea, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

What You Need To Know About Freshdesk

5,0 hace 9 meses

Comentarios: It is a very good application. You manage your work and get things done✔ I love it

Puntos a favor:

1. Tickets - Tickets come as Tickets and are numbered which makes it easier to identify them 2. Viewing Tickets - there is an eye which will show when another user is Viewing the same Ticket you are viewing. That way you alert ⚠️ the other User from nor duplicating your work. One picks up a ticket ans identifies and Agent and Tixket number they picked or closed. 3. Search Feature- you can search by ticket number or by name of client and shows all your conversation history 4. Tixket alert- The system allows one to check issues not resolved and are flagged as Red 5. Freshdesk allows you to create your own Tickets and Emails 6. Dashboard - Freshdesk Dashboard helps to show progress of what you have achieved or not 7. Ability to attach files 8. Ability to create Canned responses 9. Ability to delete certain Tickets that are not useful to a User

Puntos en contra:

I wish Freshdesk ca improve in the following: 1. The maximum amount of Gigs when attaching files is very small. If they can increase this, that would be useful 2. When creating emails on contacts: On To:- Tab, it is only one email that must written and Freshdesk ystem will not allow you to add several email addresses under To:- TAB option. If they can change that setting, it will be very helpful. I know on CC and BCC it is ok but TO option must still be changed 3. Formatting styles must changes. We have limited options on Freshdesk from Font sislze, styles to Colour. If they can see what Microsoft Word feature or Outlook looks like and work on that 4. When creating tables, they are not as presentable like the way we see on Outlook 5. Editing Tools are limited like Undo, Cut features, they may need to improve that to be user friendly. At some point I deleted my entire paragraph by mistake, if I did not know how to use the shortcut keys like Ctrl + Z to Undo , I would have wanted so much time re-typimg it again. 😔 So for new uses who have no such knowledge, they want to see an Undo feature somewhere.

Nitin
Nitin
Senior Graphics Designer en India
Usuario de Linkedin verificado
Diseño gráfico, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Great ticket management software for first time customer service manager

4,0 hace 12 meses

Comentarios: Freshdesk is a highly useful help desk or customer complaint management platform. Its social media integration is perfect with support for Facebook pages which helped me have a sync with my daily Facebook complaints.

Puntos a favor:

What I like about Freshdesk is that we can manage all our support channels from one place, the automated reporting features are excellent and also useful to customize it according to our requirements. They also have the best support team who helps you at every stage. Reasonable price makes it affordable for first time customer service agencies or startups. We can create our own knowledge base or faq onsite in a free plan.

Puntos en contra:

The first thing I realized while using the ticket management system is that it confuses and doesn't always display the exact team member name who gave the response when multiple customers are involved in a support ticket.

Alternativas consideradas: Zoho Desk y Zendesk

Razones para elegir Freshdesk: My team needs a much better and smooth way to serve customers online. Zoho have some complexities in dashboard and monthly report insights. Freshdesk provides more features along with quick review of customers on the dashboard that helps the team have daily or monthly insights about complaint status.

Software anterior: Zoho Desk

Razones para cambiar a Freshdesk: Other softwares aimed at enterprises which help desks serving internal customers. That makes them much more costly with the same features in freshdesk. Freshdesk is focused on processing service tickets from external customers which makes me choose freshdesk over zoho desk.

Zach
IT Developer en EE. UU.
Ingeniería industrial o mecánica, 201-500 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Freshdesk - A Great User Experience

5,0 el año pasado

Comentarios: The Freshworks team provides a great onboarding experience as well as continued support across all of their applications. They take my feature request submissions very seriously and are always able to respond to my questions quickly and efficiently.

Puntos a favor:

This platform is very very easy for both admins and end-users to navigate. There's always a learning curve when implementing a new system, but I had virtually no questions sent to me (an admin), the week of Go Live. The platform lays everything out in a way that is very straightforward to the end-user. From an admin perspective, my favorite thing is how easy it is to create workflow automations. I have created nearly 200 email routing rules. We have about 10 email addresses that our customers send emails to, and based on who the email is from, who the email is to, the domain of the sender address, the subject/content of an email, etc... we are able to create very specific routing rules to get the right emails to the right agents without needing to hand things off multiple times to different agents. I also love the use of tags. For anything that doesn't have its own field (in relation to a ticket), you can just add a tag(s). These tags can be filtered on and reported on. We heavily rely on tags to identify tickets in a variety of ways. Generally speaking, this application has significantly improved our support desk efficiency.

Puntos en contra:

I wish that Freddy AI would look at all of the domains of the email addresses that are sent to us and would add those domains as unverified "Companies." Right now our "Companies" module is empty because it needs a data import to populate. If Freddy AI could populate this data and then have an admin verify and change the company names, that'd be ideal. I think it should work similarly to the verified and unverified contacts. Outside of this, I really have no complaints. There are some additions to the Analytics reporting tool that they need, but this tool is still in Beta right now so I expect more features to be released throughout the year. The biggest painpoints with analytics right now is 1) I can only share a report with myself or all users. I cannot share with specific individuals or teams, and 2) there are chart-type limitations based on the data you are trying to display. One limitation is that you can only have 4 different metrics in a stacked bar chart. If you have 5 metrics you are tracking against, you are required to use a summary table or line chart.

Alternativas consideradas: Zendesk

Razones para elegir Freshdesk: Our old system would crash and we'd have semi-frequent downtime where we would not be able to respond to emails.

Omnia
Customer Service Lead en Egipto
Ocio, viajes y turismo, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

With Freshdesk you can manage all your support channels in one place!

5,0 el año pasado

Comentarios: It was a good choice and I recommend Freshdesk if anyone is looking for Omnichannel solution with affordable price plans

Puntos a favor:

What I like about Freshdesk that we can manage all our support channel from one place, the automations and reporting features are excellent and we can customize it according to our needs. Also the support is good whenever I need help I can find quick response

Puntos en contra:

It's only 3 cons: 1- Twitter: The DMs in Twitter is a little bit messy, it keeps the message history for only 7 days maximum and any new message from the same user will come after one week will be opened as a new ticket which is a true waste of time to keep checking the whole history for one case across many tickets that's unlike FB messages 2- Direct integration with iOS and GooglePlay stores so you can manage the reviews directly without using third party app with extra cost 3- When you compose new email it does not allow to enter more than one email in (To) field any additional mail have to be added in CC which is sometimes not practical at all also to use group emails is not allowed till now you need to log the emails one by one

Alternativas consideradas: Zoho Desk

Razones para elegir Freshdesk: We were looking for more advanced reporting dashboards and workflows customization. Also we had a separate Live chat service but With Freshdesk we can manage Freshchat also at the same time

Software anterior: Sendinblue y Zendesk

Razones para cambiar a Freshdesk: More features with affordable prices

Usuario verificado
Senior Systems Engineer en EE. UU.
Usuario de Linkedin verificado
Software informático, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Good Customer Support Platform

5,0 el año pasado

Comentarios: 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.

Puntos a favor:

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

Puntos en contra:

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.

Alternativas consideradas: Jira

Razones para elegir Freshdesk: Footprints was an old school on site platform that hadn’t kept up with the times. We needed a total refresh.

Software anterior: Footprints

Razones para cambiar a Freshdesk: Jira is a far more complex and extensive platform

Viktoria
Customer Support en Croacia
Tecnología y servicios de la información, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

The best customer service desk available

5,0 hace 2 años

Comentarios: 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.

Alternativas consideradas: Zoho Desk, HubSpot CRM y Zendesk

Razones para elegir Freshdesk: We suddenly had more tickets than we could handle using only email.

Software anterior: Gmail

Razones para cambiar a Freshdesk: Because of the price and it seemed like the most well rounded of the bunch.

Carly
Owner en EE. UU.
Comercio minorista, Trabajador autónomo
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Freshdesk is simple to setup and makes bug-tracking a cinch!

4,0 hace 2 años

Comentarios: 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.

Puntos a favor:

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.'

Puntos en contra:

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.

Alternativas consideradas: Jira, Spiceworks y Zendesk

Razones para cambiar a Freshdesk: We could literally open the account and begin working with it and their support was super on it with Helpdesk requests and questions. Even on the free-model with limited features, this was a great product that got us up and running with ease and it didn't take a rocket scientist to explain the procedure for creating tickets. We actually created a launch campaign to make our staff aware that we would no longer be taking ticket requests (unless it was an emergency) without a pre-written ticket in the portal. It really helped our team with everything from IT requests to phone problems and replacements, to concerns about how other programs worked or how to access a printer.

Michel
Technical Support Lead en Canadá
Software informático, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Best Helpdesk Application for your Money

5,0 hace 2 años

Comentarios: First of all, they preach by example because Freshdesk's support is top notch. I found myself inspired every time I deal with them and even though I have (too) many years experience in the support business, I have learned from my interaction with Freshdesk's agents. It is clear to me that support is very important to this vendor and they obviously select and train their agents very well. Integrating the product in our environment was very easy and managing it is simple or as complex as you want it to be. I have been using Freshdesk for over 10 years now and they still surprise me with new features and new learning material (lots of "how to" videos, training and webinars).

Puntos a favor:

Multi language, great knowledge base, easy to automate a lot of features (multi time zone groups, SLAs and Business hours/holidays support and many more) and available add ins to suit pretty much any requirement. Being on the cloud means we always have access no matter where we are or what we use (Tablet, Phone, laptop, desktop, ...). In the current world wide pandemie reality, all our agents are now working from home and the transition was seamless.

Puntos en contra:

Reporting needs some love, although the basic is there. Freshdesk has recently added Analytics which is great but not that easy to configure so that you get the exact result you want. They are working on improving this. Most of the things I liked less about this software have been improved and quite a few features that we needed have been deployed over the years. We are also in the software development business and we understand that it is impossible to satisfy everyone, customers are really way too creative at times ;-).

Anthony
Developer en EE. UU.
Diseño, 51-200 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Good Software, Bad Marketing. Bait-and-Switch (beware)

4,0 hace 2 años

Comentarios: While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature, and link you to a page that isn't linked to from anywhere on their site: freshdesk.com/helpdesk-features, as justification. As an example, $15/agent/month includes, "SLA Management," which is described from their features page as including every SLA feature, including basic things like SLA email notifications, reminders, escalation policies. You know, what anyone would think of as "SLA Management." However, none of those features are actually included in that price plan. To even get email notifications of SLA violations, or have your SLA respect office hours, you'll have to pay $50/agent/month. Worse, there is no way to discover this until after you've paid and spent time getting everything set up.

Puntos a favor:

Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.

Puntos en contra:

Features listed as included in lower tiers on their pricing page, are not actually included until much higher tiers. See: https://freshdesk.com/helpdesk-features for the real breakdown. Freshdesk has no links to that page, and you'll only get it if you ask about a missing feature in their support portal.

Alternativas consideradas: HelpDesk, JIRA Service Management y Zendesk

Razones para elegir Freshdesk: Jitbit didn't have all the features we needed, was difficult to keep organized across many clients, and nearly impossible to track SLAs.

Software anterior: Jitbit Helpdesk

Razones para cambiar a Freshdesk: It looked like it included the main features we needed, at a much lower price. - Organize clients by company, and individual. - Group contact by company and allow users to view will all company tickets. - Track and report by problem area and issue resolution. - SLA Management Automation Once we got everything moved over and set up, two of those features "Included in the Garden plan" ($15/agent/month), we were told to upgrade to $65/agent/month. When we contacted support about the problem, they just didn't answer.