Chi utilizza Freshdesk?
Le PMI e le imprese di tutto il mondo possono utilizzare Freshdesk per fornire un servizio clienti straordinario e di livello internazionale.
Cos'è Freshdesk?
Freshdesk è un sistema di helpdesk basato sul cloud che offre potenti soluzioni per il servizio clienti. Freshdesk unifica le conversazioni da e-mail, telefono, web, chat e social e ti aiuta a risolvere i problemi sui vari canali senza sforzi. Con Freshdesk puoi anche automatizzare i flussi di lavoro, offrire comode opzioni self-service, gestire gli accordi sul livello del servizio (Service Level Agreement, SLA) e generare report. Freshdesk viene utilizzato da oltre 40.000 clienti, tra cui Bridgestone, HP, Harvard University e DHL.
Dettagli su Freshdesk
Freshworks
https://www.freshworks.com
Fondata nel 2010
Panoramica dei prezzi di Freshdesk
Freshdesk dispone di un piano gratuito e offre una versione di prova gratuita. La versione a pagamento di Freshdesk è disponibile a partire da 15,00 USD/mese.
Prezzo di partenza
15,00 USD/mese
Visualizza dettagli sui prezzi
Versione gratuita
Sì
Prova gratuita
Implementazione
Cloud, SaaS, Web
Dispositivi mobili - iOS nativo
Dispositivi mobili - Android nativo
Formazione
Live Online
Webinar
Documentazione
Assistenza
Assistenza diretta 24 ore su 24
Online
Caratteristiche di Freshdesk
Software CRM per la gestione dell'engagement del cliente
- Analisi dati
- Contenuti video
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- Live Chat
- Ludicizzazione
- Raccolta di feedback
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- Creazione di report/analisi
- Gestione dei biglietti
- Gestione dell'accordo sul livello di servizio (SLA)
- Gestione della knowledge base
- Gestione delle risorse IT
- Gestione di call center
- Instradamento automatico
- Integrazione di e-mail
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- Assistente virtuale
- Avvisi / Allarme crescente
- Gestione appuntamenti
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Software per la Customer Experience
- Analisi dati
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- Rilevamento di problemi
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Recensioni su Freshdesk
Read all reviewsOverall rating
Average score
Juan pablo A.
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Valutazione complessiva5 /5
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Facilità d'uso4 /5
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Caratteristiche e funzionalità5 /5
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Assistenza clienti4 /5
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Rapporto qualità-prezzo5 /5
-
Consigliato
- Fonte della recensione
- Data della recensione: 3/12/2019
"Great ticket management software"
Commenti: I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.
Vantaggi: FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.
Inconvenienti: The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.
- Fonte della recensione
- Data della recensione: 3/12/2019
Carly M.
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Valutazione complessiva4 /5
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Facilità d'uso4 /5
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Caratteristiche e funzionalità4 /5
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Assistenza clienti5 /5
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Rapporto qualità-prezzo5 /5
-
Consigliato
- Fonte della recensione
- Data della recensione: 15/10/2020
"Freshdesk is simple to setup and makes bug-tracking a cinch!"
Commenti: 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.
Vantaggi: 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.'
Inconvenienti: 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.
- Fonte della recensione
- Data della recensione: 15/10/2020
Jeff K.
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Valutazione complessiva3 /5
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Facilità d'uso2 /5
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Caratteristiche e funzionalità2 /5
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Assistenza clienti1 /5
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Rapporto qualità-prezzo3 /5
-
Consigliato
- Fonte della recensione
- Data della recensione: 7/10/2020
"Lacking rudimentary filter/show by date range feature, terrible for recordkeeping"
Commenti: 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.
Vantaggi: 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!
Inconvenienti: 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.
- Fonte della recensione
- Data della recensione: 7/10/2020
Anthony C.
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Valutazione complessiva4 /5
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Facilità d'uso4 /5
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Caratteristiche e funzionalità3 /5
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Assistenza clienti1 /5
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Rapporto qualità-prezzo1 /5
-
Consigliato
- Fonte della recensione
- Data della recensione: 18/8/2020
"Good Software, Bad Marketing. Bait-and-Switch (beware)"
Commenti: 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.
Vantaggi: Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.
Inconvenienti: 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.
- Fonte della recensione
- Data della recensione: 18/8/2020
Thabo M.
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Valutazione complessiva5 /5
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Facilità d'uso4 /5
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Caratteristiche e funzionalità3 /5
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Assistenza clienti5 /5
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Rapporto qualità-prezzo5 /5
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Consigliato
- Fonte della recensione
- Data della recensione: 16/1/2020
"TMI-SSP (PTY) LTD"
Commenti: Wonderful, I really like their 24hrs support system
Vantaggi: 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.
Inconvenienti:
Ease of business
Friendly Interface
Work Anywhere (App or Web)
- Fonte della recensione
- Data della recensione: 16/1/2020
