Freshdesk - Overzicht

Wat is Freshdesk?

Freshdesk is SaaS-gebaseerde klantenondersteuningssoftware die is ontwikkeld om bedrijven van elke omvang de tools te bieden die ze nodig hebben om indruk te maken op klanten – robuuste mogelijkheden voor meerdere kanalen, geïntegreerde spelmechanismen om de productiviteit van medewerkers te verhogen, slimme automatisering, self-serviceportals, communityforums en meer.

Freshdesk is een complete cloudgebaseerde oplossing voor klantenondersteuning met de nadruk op bruikbaarheid die alles biedt wat een bedrijf nodig heeft om uitzonderlijke ondersteuning te leveren. In tegenstelling tot concurrerende producten met hoge prijsniveaus en addertjes onder het gras, is Freshdesk betaalbaar geprijsd en is het voor de eerste drie agenten altijd gratis.

Freshdesk biedt vier tariefplannen: Sprout is ideaal voor kleine bedrijven en is voor altijd gratis voor een onbeperkt aantal medewerkers. Bedrijven die hun klantenondersteuning proactief willen inzetten, kunnen het Blossom-plan gebruiken voor $ 19 per medewerker. Het Garden-plan is gericht op bedrijven die groeien en uiteenlopen in meerdere producten, beschikbaar voor $ 35 per medewerker. Het Estate-plan ($ 49 per medewerker) is bedoeld voor grotere ondernemingen die hun klanten een persoonlijke ondersteuningservaring willen bieden. Ook is onlangs het meer uitgebreide Forest-plan toegevoegd ($ 89 per medewerker).

Freshdesk - Overzicht

Prijzen

Vanaf
US$ 19,00/maand

Prijsopties

Gratis proef
Gratis
Abonnement
Prijs-kwaliteitverhouding

Freshdesk - Functies

Apparaten
Bedrijfsgrootte
K M G
Markten
Verenigde Staten van Amerika, Canada, Verenigd Koninkrijk, Australië, China en nog 4 andere, India, Japan, Duitsland, Brazilië
Ondersteunde talen
Arabisch, Chinees (Vereenvoudigd), Chinees (Traditioneel), Tjechisch, Deens en nog 20 andere, Nederlands, Engels, Fins, Frans, Duits, Hebreeuws, Hongaars, Indonesisch, Italiaans, Japans, Koreaans, Noors, Pools, Portugees, Russisch, Spaans, Zweeds, Turks, Oekraïens, Thai

Media

512220
512222
512223
512225
515098
515099
519236
583233
Freshdesk video Schermopname van Freshdesk: Customer conversations from across channels Schermopname van Freshdesk: Automation rules Schermopname van Freshdesk: Collaboration from within the ticket Schermopname van Freshdesk: Self-service portal Schermopname van Freshdesk: Multilingual self-service portal Schermopname van Freshdesk: SLA management Schermopname van Freshdesk: Team dashboard Schermopname van Freshdesk: Omnichannel ticketing

Freshdesk reviews

Freshdesk reviews

Totaalscore
4,5
/
5
Uitstekend
1299

Zeer goed
743

Gemiddeld
111

Slecht
20

Erg slecht
11

Prijs-kwaliteitverhouding
4,4
Functies
4,3
Gebruiksgemak
4,5
Klantenondersteuning
4,6
93% heeft deze app aanbevolen
Neal J.

Very solid help desk software

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.


Vertalen met Google
Thabo M.

TMI-SSP (PTY) LTD

Wonderful, I really like their 24hrs support system


Vertalen met Google
Amanda B.

Great value

Freshdesk has been phenomenal in my daily workflow to help me reach my customers.


Vertalen met Google
Sean Y.

You're on your own


Vertalen met Google
Geverifieerde reviewer

It's good enough, but some features are lackluster, too expensive or missing

You'd think that 400M of total investments gets you an insanely good piece of software. It does not.
Freshdesk was a huge step up from the tool we used previously and has some nice features. It's disappointing that some of the features are lackluster implemented or missing altogether or require you to purchase a higher tier license - just to maybe get one more feature out of a whole bundle you won't need.

That's not a stand-alone issue in this industry, but it's extra disappointing if you come across a promising tool that just can't go that extra mile.


Vertalen met Google
Neal J.
Sector: Computer- en netwerkbeveiliging
Bedrijfsgrootte: 2-10 werknemers
Vertalen naar het Nederlands

Very solid help desk software

Dagelijks 6-12 maanden lang gebruikt
Beoordeeld op 5-12-2019
Bron van de reviewer: Capterra

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.

Pluspunten

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

Minpunten

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

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 8.0/10

Thabo M.
Sector: Mijnbouw en metalen
Bedrijfsgrootte: 2-10 werknemers
Vertalen naar het Nederlands

TMI-SSP (PTY) LTD

Dagelijks 2+ jaar lang gebruikt
Beoordeeld op 16-1-2020
Bron van de reviewer: Capterra

Wonderful, I really like their 24hrs support system

Pluspunten

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.

Minpunten

Ease of business
Friendly Interface
Work Anywhere (App or Web)

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 10.0/10

Amanda B.
Sector: Publiceren
Bedrijfsgrootte: 201-500 werknemers
Vertalen naar het Nederlands

Great value

Dagelijks 1+ jaar lang gebruikt
Beoordeeld op 16-6-2020
Bron van de reviewer: Capterra

Freshdesk has been phenomenal in my daily workflow to help me reach my customers.

Pluspunten

Freshdesk is pretty simple to use and has a lot of features that you can customize to suit the needs of your business.

Minpunten

The only issue I have found so far is that the reports don't generate correctly. The data used in the reports don't fit with the criteria.

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 8.0/10

Sean Y.
Sector: Architectuur en planning
Bedrijfsgrootte: 13-50 werknemers
Vertalen naar het Nederlands

You're on your own

Dagelijks 2+ jaar lang gebruikt
Beoordeeld op 23-11-2019
Bron van de reviewer: Capterra

Pluspunten

The platform is relatively user friendly and has a sufficient number of features to work well.

Minpunten

Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN.

Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'.

Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 1.0/10

Geverifieerde reviewer
Sector: Computersoftware
Bedrijfsgrootte: 2-10 werknemers
Vertalen naar het Nederlands

It's good enough, but some features are lackluster, too expensive or missing

Dagelijks 1-5 maanden lang gebruikt
Beoordeeld op 12-4-2020
Bron van de reviewer: Capterra

You'd think that 400M of total investments gets you an insanely good piece of software. It does not.
Freshdesk was a huge step up from the tool we used previously and has some nice features. It's disappointing that some of the features are lackluster implemented or missing altogether or require you to purchase a higher tier license - just to maybe get one more feature out of a whole bundle you won't need.

That's not a stand-alone issue in this industry, but it's extra disappointing if you come across a promising tool that just can't go that extra mile.

Pluspunten

It's quickly set up and you'll be working with it in no time, especially when you start from scratch and don't need to import (a lot).
As you work more with it, you'll run into a few issues that you'll have to adjust to. Most of it isn't major, it's just these little things that would turn it into a great tool. So without them, it's "only" good.

There are a few nice features when it comes to automation.

Minpunten

There's quite a few things I find annoying. None of them are bad enough to stop using Freshdesk altogether, but they're annoying.

In no particular order:
- There's no default ticket view for users, information like this is stored in cookies - and lost when a user needs to delete their cookies for one reason or the other.
- Ticket list can be filtered by various criteria, those filters can be saved. But columns are set once, regardless of views. So you can't have different ticket lists where one shows the priority and the other does not for example.
- Speaking of lists: They are hard coded only for contacts and companies.
- The API uses base auth with a very simple password.
- Automations are limited in scope and the rules need to be set up very, very carefully to make sure they don't interefere with each other.
- If you want to change basic SLAs, you need to upgrade to the higher tiers.
- If you want to have different Notification emails per group or type, you need to handle them in Automations (with less formating options) and not via the Email Notification Templates.
- Some things are dictated by the system and can't be changed or turned off: Some notifications, some columns in the ticket views, for example.
- Status codes are shared across different groups and/or products. So if you need a "Pending Approval" status for your Changes, you will have it in Incidents, too.

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 7.0/10

Gebruikersaanbeveling
8,7/10
Gebaseerd op 2.184 gebruikersscores
Vergelijk gebruikersaanbevelingen met alternatieven
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Prijzen van Freshdesk

Prijzen van Freshdesk

Vanaf
US$ 19,00/maand
Gratis proef
Gratis
Abonnement
Prijs-kwaliteitverhouding
Prijs-kwaliteitverhouding
4,4/5
Gebaseerd op 2.184 gebruikersscores
Vergelijk scores voor prijs-kwaliteitverhouding met alternatieven
Vergelijk met alternatieven

Freshdesk - Functies

Freshdesk - Functies

API
Aangepaste velden
Aanpasbare branding
Aanpasbare rapportage
Aanpasbare sjablonen
Activiteiten volgen
Activiteitendashboard
Automatische meldingen
Contactenbeheer
Contactendatabase
E-mailintegratie
Elektronische betalingen
Enquêtes en feedback
Gegevens importeren en exporteren
Herinneringen
Integratie van derden
Integratie van sociale media
Kalenderbeheer
Klantendatabase
Rapportage en statistieken
Functies
4,3/5
Gebaseerd op 2.184 gebruikersscores
Vergelijk functiescores met alternatieven
Vergelijk met alternatieven

Categorieën

Freshdesk - Veelgestelde vragen

Freshdesk - Veelgestelde vragen

Hieronder zie je enkele veelgestelde vragen over Freshdesk.

V. Welke prijsmodellen heeft Freshdesk te bieden?

Freshdesk kent de volgende prijsmodellen:

Vanaf: US$ 19,00/maand

Prijsmodel: Gratis, Abonnement

Gratis proef: Beschikbaar

V. Wat zijn de voornaamste functies van Freshdesk?

We hebben geen informatie over functies van Freshdesk

V. Wat zijn de typische gebruikers van Freshdesk?

Freshdesk heeft de volgende typische klanten:

Klein bedrijf, Grote ondernemingen, Openbare diensten, Non-profit, Freelancers, Middelgroot bedrijf

V. Welke talen worden door Freshdesk ondersteund?

Freshdesk ondersteunt de volgende talen:

Arabisch, Chinees (Vereenvoudigd), Chinees (Traditioneel), Tjechisch, Deens, Nederlands, Engels, Fins, Frans, Duits, Hebreeuws, Hongaars, Indonesisch, Italiaans, Japans, Koreaans, Noors, Pools, Portugees, Russisch, Spaans, Zweeds, Turks, Oekraïens, Thai

V. Welke prijsmodellen heeft Freshdesk te bieden?

Freshdesk kent de volgende prijsmodellen:

Gratis, Abonnement

V. Biedt Freshdesk ondersteuning voor mobiele apparaten?

Freshdesk ondersteunt de volgende apparaten:

Android, iPhone, iPad

V. Met welke andere apps kan Freshdesk worden geïntegreerd?

Freshdesk kan worden geïntegreerd met de volgende toepassingen:

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

V. Welke mate van ondersteuning heeft Freshdesk te bieden?

Freshdesk biedt de volgende ondersteuningsopties:

Veelgestelde vragen, Forum, Kennisbank, Online ondersteuning, Telefonische ondersteuning, Video-instructies