Freshdesk

Freshdesk

Online klantenondersteuningssoftware en helpdeskoplossing

4.5/5 (1824 review)

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
€ 19,00/maand

Prijsopties

Gratis proef
Gratis
Abonnement
Prijs-kwaliteitverhouding

Freshdesk - Functies

Apparaten
Bedrijfsgrootte
K M G
Markten
Azië, Australië, Brazilië, Canada, China en nog 5 andere, Europa, Duitsland, India, Japan, Latijns-Amerika
Ondersteunde talen
Arabisch, Chinees (Vereenvoudigd), Chinees (Traditioneel), Tjechisch, Deens en nog 14 andere, Nederlands, Engels, Fins, Frans, Duits, Italiaans, Japans, Koreaans, Noors, Pools, Portugees, Russisch, Spaans, Zweeds

Schermopnames

Schermopname van Freshdesk: Email Ticketing
Schermopname van Freshdesk: Email Ticketing Schermopname van Freshdesk: Email Ticketing - Agents Schermopname van Freshdesk: Leaderboard Schermopname van Freshdesk: Self Service Schermopname van Freshdesk: Languages Schermopname van Freshdesk: Security Schermopname van Freshdesk: Portal Customization Schermopname van Freshdesk: Social - Twitter

Freshdesk reviews

Freshdesk reviews

Totaalscore
4.5
/
5 1824 reviews
Uitstekend
1068

Zeer goed
640

Gemiddeld
91

Slecht
16

Erg slecht
9

Prijs-kwaliteitverhouding
4.4
Functies
4.3
Gebruiksgemak
4.5
Klantenondersteuning
4.6
94% heeft deze app aanbevolen
Alphonso B.

Easy to setup and use. Great ticketing system

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.


Vertalen met Google
Geverifieerde reviewer

Freshdesk is a great alternative to over priced industry stalwarts.


Vertalen met Google
Mark K.

Freshdesk proving their worth on the CRM market

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.


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Sinencia V.

Freshdesk makes working easier!

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.


Vertalen met Google
Geverifieerde reviewer

Freshdesk Is Polished & Professional

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.


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Alphonso B.
Sector: Informatietechnologie en -diensten
Bedrijfsgrootte: 51-200 werknemers
Vertalen met Google

Easy to setup and use. Great ticketing system

Dagelijks 1-5 maanden lang gebruikt
Beoordeeld op 11-10-2019
Bron van de reviewer: Capterra

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.

Pluspunten

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.

Minpunten

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)

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 10.0/10

Geverifieerde reviewer
Sector: Informatiediensten
Bedrijfsgrootte: 201-500 werknemers
Vertalen met Google

Freshdesk is a great alternative to over priced industry stalwarts.

Dagelijks 1+ jaar lang gebruikt
Beoordeeld op 28-6-2019
Bron van de reviewer: Capterra

Pluspunten

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.

Minpunten

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.

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 10.0/10

Mark K.
Sector: Textiel
Bedrijfsgrootte: 13-50 werknemers
Vertalen met Google

Freshdesk proving their worth on the CRM market

Dagelijks 6-12 maanden lang gebruikt
Beoordeeld op 20-6-2019
Bron van de reviewer: Capterra

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.

Pluspunten

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.

Minpunten

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.

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 9.0/10

Sinencia V.
Sector: Facilitaire diensten
Bedrijfsgrootte: 13-50 werknemers
Vertalen met Google

Freshdesk makes working easier!

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

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.

Pluspunten

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!

Minpunten

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.

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 10.0/10

Geverifieerde reviewer
Sector: Marketing en reclame
Bedrijfsgrootte: 2-10 werknemers
Vertalen met Google

Freshdesk Is Polished & Professional

Dagelijks 1+ jaar lang gebruikt
Beoordeeld op 9-6-2019
Bron van de reviewer: Capterra

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.

Pluspunten

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?

Minpunten

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!

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 10.0/10

Gebruikersaanbeveling
8.7/10
Based on 1.824 user ratings
Vergelijk gebruikersaanbevelingen met alternatieven
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Prijzen van Freshdesk

Prijzen van Freshdesk

Vanaf
€ 19,00/maand
Gratis proef
Gratis
Abonnement
Prijs-kwaliteitverhouding
Prijs-kwaliteitverhouding
4.4/5
Based on 1.824 user ratings
Vergelijk scores voor prijs-kwaliteitverhouding met alternatieven
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Freshdesk - Functies

Freshdesk - Functies

API
Aangepaste velden
Aanpasbare branding
Aanpasbare rapportage
Aanpasbare sjablonen
Activiteiten volgen
Activiteitendashboard
Automatische meldingen
CRM-integratie
E-mailintegratie
Gegevens importeren en exporteren
Herinneringen
Integratie van derden
Integratie van sociale media
Rapportage en statistieken
Elektronische betalingen
Kalenderbeheer
Klantendatabase
Mobiele integratie
Realtime gegevens
Functies
4.3/5
Based on 1.824 user ratings
Vergelijk functiescores met alternatieven
Vergelijk met alternatieven

Categorieën

Video's en instructies

Video's en instructies

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: € 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:

Freelancers, Grote ondernemingen, Middelgroot bedrijf, Non-profit, Openbare diensten, Klein 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, Italiaans, Japans, Koreaans, Noors, Pools, Portugees, Russisch, Spaans, Zweeds

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