Quem usa esse software?

Pequenas, médias e grandes empresas em todo o mundo podem usar o Freshdesk para fornecer um atendimento ao cliente notável e de classe mundial.

Avaliações médias

1.819 avaliações
  • Geral 4.5 / 5
  • Praticidade 4.5 / 5
  • Atendimento ao cliente 4.6 / 5
  • Recursos 4.3 / 5
  • Relação qualidade/preço 4.4 / 5

Detalhes do produto

Dados sobre o fornecedor

  • Freshworks
  • http://www.freshdesk.com
  • Fundada em 2010

Sobre o Freshdesk

O Freshdesk é uma solução de Help desk baseada em nuvem que oferece tudo o que uma empresa precisa para fornecer suporte excepcional. Ao contrário de produtos concorrentes, com níveis de preços exorbitantes e sequências ocultas, o Freshdesk tem um preço acessível e é gratuito para os três primeiros agentes. Criada com ênfase na usabilidade, a Freshdesk oferece todas as ferramentas que uma empresa precisa para impressionar os clientes: capacidade multicanal robusta, mecânica de jogo integrada para turbinar a produtividade do agente, automações inteligentes e muito mais!

Recursos do Freshdesk

O fornecedor ainda não preencheu essa informação.
  • Alertas/transferência
  • Assistente virtual
  • Base de conhecimento
  • Bate-papo ao vivo
  • Gerenciamento de e-mails
  • Gestão de call centers
  • Gestão de compromissos
  • Gestão de filas
  • Gestão do fluxo de trabalho
  • Indicadores de desempenho
  • Integração de redes sociais
  • Portal de autoatendimento
  • Questionários e feedback
  • Ações corretivas (CAPA)
  • Classificação de reclamações
  • Gerenciamento de comentários
  • Gestão de casos
  • Gestão de formulários
  • Gestão de questionários
  • Gestão do controle de qualidade
  • Monitoramento das redes sociais
  • Portal de autoatendimento
  • Rastreamento de edição
  • Rastreamento de reclamações do cliente
  • Roteamento
  • Alertas/transferência
  • Armazenamento de documentos
  • Bate-papo em tempo real
  • Comunicação multicanal
  • Gestão da base de conhecimento
  • Gestão de ativos de TI
  • Gestão de tíquetes
  • Gestão do SLA (acordo do nível de serviço)
  • Imagem de marca personalizável
  • Integração de e-mail
  • Portal de autoatendimento
  • Rastreamento de interações
  • Roteamento automático
  • Supervisão de rede
  • Agendamento de problemas
  • Auditoria de problemas
  • Gestão da base de conhecimento
  • Gestão de atribuições
  • Gestão de escalonamento
  • Gestão de projetos
  • Gestão de tarefas
  • Painel
  • Problemas recorrentes
  • Análise de dados
  • Análise de dados preditiva
  • Análise de sentimentos
  • Análise de texto
  • Coleta de dados de multicanal
  • Gerenciamento de comentários
  • Gestão de pesquisas/intenção de votos
  • Gestão do conhecimento
  • Painel
  • Segmentação de clientes
  • Acesso para Celular
  • Agendamento
  • Assinatura eletrônica
  • Banco de dados de contatos
  • Cobrança e faturamento
  • Coleta de pagamento no campo
  • Expedição
  • Gestão de contratos
  • Gestão de estoques
  • Gestão de pedidos de trabalho
  • Orçamentos/estimativas
  • Rastreamento do histórico de atendimento
  • Relógio de Ponto Online
  • Roteamento

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As avaliações mais úteis do Freshdesk

Easy to setup and use. Great ticketing system

Avaliado em 11/10/2019
Alphonso B.
Enterprise Engineer
Serviços e tecnologia da informação, 51-200 funcionários
Usou o software para: 1 a 5 meses
Fonte da avaliação 
5/5
Geral
5 / 5
Praticidade
5 / 5
Recursos e funcionalidades
5 / 5
Atendimento ao cliente
5 / 5
Relação qualidade/preço
Probabilidade de recomendação:
Pouco provável Muito provável

Comentários: 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.

Vantagens: 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.

Desvantagens: 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)

Freshdesk is a great alternative to over priced industry stalwarts.

Avaliado em 28/06/2019
Avaliador Verificado
Customer Support Manager
Serviços de informação, 201-500 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação 
4/5
Geral
4 / 5
Praticidade
3 / 5
Recursos e funcionalidades
5 / 5
Atendimento ao cliente
5 / 5
Relação qualidade/preço
Probabilidade de recomendação:
Pouco provável Muito provável

Vantagens: 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.

Desvantagens: 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.

Freshdesk proving their worth on the CRM market

Avaliado em 20/06/2019
Mark K.
Business Analyst
Indústria têxtil, 13-50 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação 
5/5
Geral
4 / 5
Praticidade
3 / 5
Recursos e funcionalidades
5 / 5
Atendimento ao cliente
5 / 5
Relação qualidade/preço
Probabilidade de recomendação:
Pouco provável Muito provável

Comentários: 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.

Vantagens: 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.

Desvantagens: 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.

Freshdesk makes working easier!

Avaliado em 12/06/2019
Sinencia V.
Executive Assistant
Serviços de Facilities, 13-50 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação 
5/5
Geral
5 / 5
Praticidade
5 / 5
Recursos e funcionalidades
5 / 5
Atendimento ao cliente
5 / 5
Relação qualidade/preço
Probabilidade de recomendação:
Pouco provável Muito provável

Comentários: 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.

Vantagens: 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!

Desvantagens: 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.

Freshdesk Is Polished & Professional

Avaliado em 09/06/2019
Avaliador Verificado
CEO
Publicidade e marketing, 2-10 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação 
5/5
Geral
5 / 5
Praticidade
4 / 5
Recursos e funcionalidades
5 / 5
Atendimento ao cliente
5 / 5
Relação qualidade/preço
Probabilidade de recomendação:
Pouco provável Muito provável

Comentários: 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.

Vantagens: 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?

Desvantagens: 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!

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