Resumo do Freshdesk

O que é o Freshdesk?

O Freshdesk é um software de suporte ao cliente baseado em SaaS (software como serviço) criado para oferecer às empresas de todos os tamanhos as ferramentas necessárias para impressionar os clientes, como capacidade multicanal robusta, mecânica de jogo integrada para aumentar a produtividade do agente, automações inteligentes, portais de autoatendimento, fóruns de comunidade e muito mais.

Uma solução completa de suporte ao cliente em nuvem e com ênfase na usabilidade, o Freshdesk oferece tudo de que uma empresa precisa para dar 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.

O Freshdesk oferece quatro planos de preços: o Sprout é ideal para pequenas empresas e é gratuito para um número ilimitado de agentes. As empresas que desejam se tornar proativas no suporte ao cliente podem aproveitar o plano Blossom por US$ 19/agente. Por US$ 35/agente, o plano Garden é direcionado a empresas que estão crescendo e se diversificando em vários produtos. O plano Estate (US$ 49/agente) é destinado a empresas maiores que se preocupam em oferecer uma experiência de suporte personalizado aos clientes. O plano Forest, um plano mais abrangente, foi adicionado recentemente (US$ 89/agente).

Resumo do Freshdesk

Preços

A partir de
US$ 19,00/mês

Opções de preços

Teste Grátis
Gratuito
Assinatura
Relação qualidade/preço

Recursos do Freshdesk

Dispositivos
Porte da empresa
P M G
Mercados
Estados Unidos, Canadá, Reino Unido, Austrália, China e outros 4, Índia, Japão, Alemanha, Brasil
Idiomas
Alemão, Checo, Chinês (simplificado), Chinês (tradicional), Coreano e outros 20, Danês, Espanhol, Filandês, Francês, Hebreu, Holandês, Húngaro, Indonésio, Inglês, Italiano, Japonês, Norueguês, Polonês, Português, Russo, Sueco, Tailandês, Turco, Ucraniano, Árabe

Mídias

Customer conversations from across channels
Automation rules
Collaboration from within the ticket
Self-service portal
Multilingual self-service portal
SLA management
Team dashboard
Omnichannel ticketing
Freshdesk - Vídeo Captura de tela do Freshdesk: Customer conversations from across channels Captura de tela do Freshdesk: Automation rules Captura de tela do Freshdesk: Collaboration from within the ticket Captura de tela do Freshdesk: Self-service portal Captura de tela do Freshdesk: Multilingual self-service portal Captura de tela do Freshdesk: SLA management Captura de tela do Freshdesk: Team dashboard Captura de tela do Freshdesk: Omnichannel ticketing

Freshdesk - Avaliações

Freshdesk - Avaliações

Classificação geral
4,5
/
5
Excelente
1315

Muito bom
757

Regular
113

Ruim
19

Péssimo
12

Relação qualidade/preço
4,4
Recursos
4,3
Praticidade
4,5
Suporte ao cliente
4,6
94% dos usuários recomendam este app
Avaliador Verificado

Freshdesk

Controlo todos os chamados que a equipe responde por lá


Juan pablo A.

Great ticket management software

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.


Traduzir com Google
Carly M.

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

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.


Traduzir com Google
Jeff K.

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

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.


Traduzir com Google
Anthony C.

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

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.


Traduzir com Google
Avaliador Verificado
Setor: Bens de consumo
Porte da empresa: 1.001-5.000 funcionários

Freshdesk

Usado Diariamente durante Mais de dois anos
Avaliado em 02/04/2020
Fonte da avaliação: Capterra

Controlo todos os chamados que a equipe responde por lá

Vantagens

Aplicativo muito leve e útil para o controle e monitoramento de atendimentos de chamados, aplicativo bem completo

Desvantagens

Versão em português seria bem legal, sem contas o fato que de vez em quando as notificações não funcionam.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Juan pablo A.
Setor: Consultoria de gestão
Porte da empresa: 11-50 funcionários
Traduzido para o Português
Traduzido para o Português

Great ticket management software

Usado Diariamente durante Mais de um ano
Avaliado em 03/12/2019
Fonte da avaliação: Capterra

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.

Vantagens

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.

Desvantagens

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 9.0/10

Carly M.
Setor: Varejistas
Porte da empresa: Profissional autônomo
Traduzido para o Português
Traduzido para o Português

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

Usado Diariamente durante Mais de um ano
Avaliado em 15/10/2020
Fonte da avaliação: Capterra

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.

Vantagens

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.'

Desvantagens

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Jeff K.
Setor: Design
Porte da empresa: 2-10 funcionários
Traduzido para o Português
Traduzido para o Português

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

Usado Diariamente durante Mais de dois anos
Avaliado em 07/10/2020
Fonte da avaliação: Capterra

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.

Vantagens

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!

Desvantagens

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 2.0/10

Anthony C.
Setor: Design
Porte da empresa: 51-200 funcionários
Traduzido para o Português
Traduzido para o Português

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

Usado Diariamente durante 1 a 5 meses
Avaliado em 18/08/2020
Fonte da avaliação: Capterra

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.

Vantagens

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

Desvantagens

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 0.0/10

Recomendação do usuário
8,7/10
Baseado em 2.216 usuários
Compare as alternativas por recomendação dos usuários
Compare com alternativas

Preço do Freshdesk

Preço do Freshdesk

A partir de
US$ 19,00/mês
Teste Grátis
Gratuito
Assinatura
Relação qualidade/preço
Relação qualidade/preço
4,4/5
Baseado em 2.216 usuários
Compare as alternativas por relação qualidade/preço
Compare com alternativas

Recursos do Freshdesk

Recursos do Freshdesk

API
Acompanhamento de atividades
Banco de dados do cliente
Campos personalizados
Criação de relatórios personalizável
Gerenciamento de contatos
Gestão de calendários
Imagem de marca personalizável
Importação/exportação de dados
Integração de CRM
Integração de e-mail
Integração de redes sociais
Integração de terceiros
Lembretes
Modelos personalizáveis
Notificações automáticas
Pagamentos eletrônicos
Painel de atividades
Questionários e feedback
Relatórios e estatística
Recursos
4,3/5
Baseado em 2.216 usuários
Compare as alternativas por avaliações dos recursos
Compare com alternativas

Categorias

Perguntas frequentes sobre o Freshdesk

Perguntas frequentes sobre o Freshdesk

Abaixo estão algumas perguntas frequentes sobre o Freshdesk.

P: Que tipo de planos o Freshdesk oferece?

O Freshdesk oferece os seguintes planos de pagamento:

A partir de: US$ 19,00/mês

Modelo de preços: Gratuito, Assinatura

Teste Grátis: Disponível

P: Quais são os principais recursos do Freshdesk?

Não temos informações sobre os recursos do Freshdesk.

P: Quem costuma usar o Freshdesk?

Os clientes habituais do Freshdesk são:

Pequenas empresas, Grandes empresas, Administrações públicas, Sem fins lucrativos, Autônomos, Empresas de médio porte

P: Em que idioma o Freshdesk está?

O Freshdesk está nos seguintes idiomas:

Alemão, Checo, Chinês (simplificado), Chinês (tradicional), Coreano, Danês, Espanhol, Filandês, Francês, Hebreu, Holandês, Húngaro, Indonésio, Inglês, Italiano, Japonês, Norueguês, Polonês, Português, Russo, Sueco, Tailandês, Turco, Ucraniano, Árabe

P: Que tipo de planos o Freshdesk oferece?

O Freshdesk tem os seguintes planos de preços:

Gratuito, Assinatura

P: O Freshdesk é compatível com disponíveis móveis?

O Freshdesk é compatível com os seguintes dispositivos:

Android, iPhone, iPad

P: O Freshdesk se integra com quais outros aplicativos?

O Freshdesk se integra com os seguintes aplicativos:

Bitium, Constant Contact, HelpOnClick Live Chat Software, Instapage, Nimble, Olark, Pipeliner CRM, SeamlessGov, WorkflowMax, Zapier

P: Que nível de suporte o Freshdesk oferece?

O Freshdesk oferece as seguintes opções de suporte:

FAQs, Fórum, Base de conhecimento, Suporte online, Suporte por telefone, Tutoriais em vídeo