Freshdesk

Freshdesk

Online klantenondersteuningssoftware en helpdeskoplossing

4.5/5 (1802 review)

Freshdesk - Overzicht

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).

Prijzen

Vanaf
€ 19,00/maand
Prijsopties
Gratis proefversie
Gratis
Abonnement
Prijs-kwaliteitverhouding

Apparaten

Bedrijfsgrootte

K
M
L

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

Freshdesk reviews

Totaalscore
4.5/5
94% positieve reviews
1056
Uitstekend
630
Zeer goed
90
Gemiddeld
17
Slecht
9
Erg slecht
Geverifieerde reviewer
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.
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.
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
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
Robert F.
Vertalen met Google

A Fresh Approach to Ticketing

Dagelijks 2+ jaar lang gebruikt
Beoordeeld op 20-5-2019
Bron van de reviewer: Capterra

FreshDesk is a great ticketing system.
We use FreshDesk to support all the schools in our school district.
Integration with Google (SSO, profile info, etc) works wonderfully.
Knowledge base Articles are great. If we had to do it all over again, we would pick FreshDesk again.
Our users love FreshDesk, they often comment how easy it is to place a ticket.

Pluspunten

Modern, Elegant, Google Integrated, Nice iOS & Android Apps, Intuitive. Lots of useful features. (Merging tickets, Splitting tickets, Tags for tickets, KB Articles, Teams, Chat, etc) Nifty videos even at the end of the year. Service up-time is great (I don't think we've ever noticed an outage). Knowledge base Articles are great.

Minpunten

Plans & pricing are a bit annoying. You have to pick from useful features or unnecessary cost for things that should be included without an up charge to a higher plan.

Sales, Support, Development, Billing, basically EVERYTHING, is in India, which isn't by itself bad, and for Freshdesk's part, it's much better than most India based support... But, if you open a ticket about billing, it can be months (literally months) before your issue is resolved.

There are some design flaws with the product, and while you're told changes will be considered, they seldom are - FreshDesk has their own agenda, and your feedback isn't all that important in the development. It would be nice to see the company track, implement, and report back when feedback is actually taken, and this would be nice if it was done in a timely manner, but that doesn't happen.

Some features are a bit confusing to set up and have silly names (Observer & Dispatcher) -- an outside has no idea what those features do, and even after using FreshDesk for a years, it's still a bit opaque.

The concept of ticket fields vs user fields can be a bit annoying.

There are little refinements that are lacking (email alerts that are not as good as they should be, etc).

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling

9.0/10

Prijzen van Freshdesk

Vanaf
€ 19,00/maand
Prijsopties
Gratis proefversie
Gratis
Abonnement
Prijs-kwaliteitverhouding

Freshdesk - Functies

  • API
  • Aangepaste velden
  • Aanpasbare branding
  • Aanpasbare rapportage
  • Aanpasbare sjablonen
  • Activiteiten volgen
  • Activiteitendashboard
  • Automatische herinneringen
  • Automatische meldingen
  • CRM-integratie
  • E-mailintegratie
  • Gegevens importeren en exporteren
  • Integratie van derden
  • Integratie van sociale media
  • Rapportage en statistieken

  • Elektronische betalingen
  • Kalenderbeheer
  • Klantendatabase
  • Mobiele integratie
  • Realtime gegevens

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 proefversie: 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 live chat, 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