Freshdesk  

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Freshdesk

Logiciel d'assistance à la clientèle

4.32/5 (173 avis)
68 398     18 374

Freshdesk est un logiciel basé sur Cloud. Il contient tous les outils nécessaires pour fournir une assistance de qualité aux clients : fonctions multicanales, mécanique ludique intégrée pour surdévelopper la productivité des agents, automatisation intelligente, portail en libre service, forums communautaires...

Il comprend notamment un système avancé de gestion de tickets, une base de connaissances moderne, une plate-forme communautaire et une fonction de gestion des listes de contacts.

La prise en main est très simple au démarrage, et en quelques minutes, vos emails peuvent être considérés comme des tickets. En utilisant Dispatch'r, vous pouvez automatiser la répartition des tickets entre les membres de votre équipe d'assistance client.

Freshdesk comprend également plusieurs fonctionnalités innovantes comme l'automatisation de scénarios, la mise en place de SLAs et d'horaires de disponibilité, des catégories de tickets personnalisables et des notifications par emails.

Vous pouvez aussi synchroniser votre forum de discussion avec le système de ticketing. Ainsi, une question posée sur le forum peut être convertie en billet, et une réponse à un ticket peut être postée en tant que réponse sur le forum.

Enfin, il est possible d'utiliser la base de connaissances Freshdesk afin de répertorier les questions fréquentes, les problèmes récurrents, et ainsi constituer une base de réponses communes. Vous pouvez y inclure des vidéos YouTube, des présentations Slideshare et autres widgets intégrables dans les articles de votre base de connaissances.
freshdesk.com

Freshdesk Reviews (173)

Latest reviews

 Very good customer support

I have been working with the Fresh Desk team for several months, rolling out Fresh Desk in 6 countries. Fresh desk is a very easy tool that help us to classify and identify our customers' main contact reasons. Our customers come first and Fresh Desk is a fine tool to evaluate our service and ...

Read the full review
Reviewed 27 mai 2016 by Laura del Pozo Borrachero

 

 Love It

We love freshdesk. It simple, easy to use and more importantly covers everything that you can ever think of when it comes to Client support and issue resolution

Read the full review
Reviewed 19 mai 2016 by Vivek Khandelwal

Lire tous les avis

Tarifs

Modèle: Abonnement, Essai Gratuit, Freemium

Tarifs par utilisateur et par mois.

- Sprout : 12€/utilisateur/mois (les 3 premiers utilisateurs gratuits)

- Blossom : 16€/utilisateur/mois

- Garden : 25€/utilisateur/mois

- Estate : 40€/utilisateur/mois

- Forest : 62€/utilisateur/mois

Réductions pour tarification annuelle

Fonctionnalités

  • Simple, fast setup.
  • Multi-channel support - email, phone, chat, social and more
  • Self service portal to help your customers help themselves
  • Community portal to engage your biggest fans
  • Multiproduct support for your global company
  • Multi-language & multi-time zone support
  • Integration with Google Apps, Salesforce, SugarCRM, and more
  • Surveys to measure customer satisfaction
  • Smart automations to save your agents time
  • Integrated game mechanics to motivate your agents
  • Insights and powerful reports about your help desk

Captures d'écran (8)

Freshdesk screenshot: Email Ticketing Freshdesk screenshot: Email Ticketing - AgentsFreshdesk screenshot:  LeaderboardFreshdesk screenshot: Self ServiceFreshdesk screenshot: LanguagesFreshdesk screenshot: SecurityFreshdesk screenshot: Portal CustomizationFreshdesk screenshot: Social - Twitter

Spécifications

Utilisateurs types
Administrations Publiques, Grands Comptes (> 500 salariés), Indépendants, Moyennes PME (50-499 salariés), ONG, Petites PME (<49 salariés)
Supports compatibles
Android, iPhone-iPad, iPhone, iPad, Mac, Windows, Web, Windows Phone, Site Web Mobile
Géographies
Allemagne, Amérique Latine, Asie, Australie, Brésil, Canada, Chine, États-Unis, Europe, Grande-Bretagne, Inde, Japon, Moyen-Orient et Afrique
Langues
Allemand, Anglais, Chinois (Simplifié), Danois, Espagnol, Finlandais, Français, Hollandais, Italien, Japonais, Polonais, Portugais, Suédois, Tchèque
Support
Assistance en Ligne, Base de Connaissances, FAQs, Forum, Téléphone, Tutoriels Vidéo

Alternatives à Freshdesk

Bénéfices

- Intégration aux outils de suivi temporel et de facturation

- Intégration avec plus de 30 outils populaires

- Liste blanche des IP

- Vous pouvez fournir de l'assistance à vos clients n'importe quand, de n'importe ou et utilisant n'importe quel appareil (PC, iPad, iPhone, etc.)

- Possibilité pour vos clients de voir en ligne le statut de leurs tickets

- Encouragez l'interaction entre clients avec le portail communautaire, où ils peuvent partager leurs idées, poser des questions et voter sur les idées d'autres clients

- Validez de nouvelles idées et faites ainsi participer vos clients aux processus de développement produit

- Votre équipe assistance gagne en visibilité sur les réseaux sociaux

Qui est l'utilisateur type de Freshdesk ?



This customer service solution is suited to any small or mid-sized business that requires a fully functional help or support department without the associated costs. Freshdesk is also suited to startups and freelancers, providing a free plan that includes up to 3 agents.

Freshdesk provides a way to speed up customer support, automating certain laborious tasks such as sifting through requests and allocation tickets. This solution helps businesses interested in reducing man hours who wish to enable their staff to focus on just the most important tasks.

Voir l'Analyse Produit

Vidéo

Category Leaders

Avis
Intégrations
Mobile
Media
Sécurité

#2 sur Service Client

Voir le classement complet
87
16
18
17
18
18

#2 sur Gestion d'Incidents

Voir le classement complet
87
16
18
17
18
18

Ce classement résume les 25 applications les plus populaires sur GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Sécurité

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

No
Multi-factor authentication options

Data policy

No
Data backup in multiple locations/GEO regions
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Baxtiyar Assedov

The best project management software

27/02/2017

Freshdesk makes your work easier, it allows you manage your project with the wide range of features and functions. It is cloud-based and price of Freshdesk is very reasonable. If you are looking for project tracking system you are in the right place, because there are no better program than it in market. Design is excellent and it was known its simpicity. I can definitely say it worth to try.

Pour

customer service very easy perfect design cheap excellent features

Contre

some minor mistakes

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Oui   Non
Read more
Aravindan  S

The Best company

24/02/2017

My experience, Overall it's Good, , customer support , easy to handle , feature all are good . Good quality also, My best wishes

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Oui   Non
Read more
Sandrine BOARQUEIRO-VERDUN

Freshdesk makes support easier and at a very attractive price

22/02/2017

Freshdesk is a robust helpdesk platform, which offers all the key helpdesk features. We have a partner who uses Freshdesk. We asked them for their feedback. They told us that they were happy with the solution and it matched their requirements, even with the Free edition. In 2015, we were looking for a helpdesk platform, because our internal solution was outdated and our budget was tight. We look at the solutions available on the market. After a very quick try we were convinced about Freshdesk: it was adopted! The Free edition (Sprout) offered us everything we needed and it was so user friendly! Freshdesk helps us to save time and money as it automates the support ticket management process: customized support rules, automatic email notification, tickets queue management¿ That¿s perfect for us¿ and for our customers who use it for submitting support ticket.

Pour

We definitively like a couple of things about Freshdesk. Even with the Free edition you have access to plenty of features. The portal can be customized: you can specify the colors of the colors theme, choose a font and also add your organization logo. You then can offer a branded helpdesk platform to your customers. All the admin features you need are in a one tab (Admin) organized in 4 main categories: helpdesk channels, main settings¿ It is so easy to configure the solution and to customize it (forms, emails, and so on). The solution can be online in only a couple of minutes. We had to contact the Freshdesk support only once, and honestly we were really impressed by the way they handled our support request because we only have the free edition. The ticket was solved and closed in only a couple of hours. Great support service!

Contre

As we used the Free edition, we don¿t see any cons.

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Oui   Non
Read more
Brett Levert

FreshDesk can help automate your client support

22/02/2017

We have been using FreshDesk for a few years and their platform is fantastic. They are constantly adding new features and we have been very happy with our ability to integrate it into our existing workflows. The IVR system is top notch as well as the website integration. Highly recommend them.

Pour

Affordable, tons of features, integrates with everything

Contre

Sometimes a bit confusing to setup and configure

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Oui   Non
Read more
Roy  Morock

Cloud Based Help Desk Software

17/02/2017

We have been using Freshdesk since June of 2016. Overall good experience with the platform. It took some time to get everything setup the wy we needed it, but support has been great with assisting us. Freshdesk helps us keep track of customer communication.

Pour

Customer support is decent for not being in the US and the platform is stable.

Contre

Does not have much integration with our current billing system. Does not integrate with our phone system

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 6-12 mois

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Oui   Non
Read more
Dennis Tinerino

client software

14/02/2017

very very easy to use, i tested their competitors. They are priced higher, but much easier to use than anyone else out there. Highly recommend using them for your client needs.

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Oui   Non
Read more
Darren Ly

Freshdesk

09/02/2017

Easy to use and gets done what you needs to be done. The ability to manage all levels of support from one dashboard offers streamlined convenience.

Contre

Would appreciate a cleaner way to sort our sent emails

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Oui   Non
Read more
Steve Surya

Customer satisfaction guaranteed

09/02/2017

Well, I got an amazing experience with helping our customers on their tickets. Freshdesk provides an easy way to get feedback from the customers. It sends email alerts once someone sends us a ticket. Our team gets in and update the ticket based on the needed query. It has helped us improving response time to our customer tickets.

Rating breakdown

Facilité d'utilisation
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

7/10

Recommendations to others considering Freshdesk

Help with improved response time.

Source: Software Advice
Helpful?   Oui   Non
Read more
Alan Sacher

Helps with managing our support team

09/02/2017

Our support team has their own logins to this tool and our admin people can manage their logins easily. This tool helps to bring all team members together within this system to help our client-tale.

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Freshdesk

We like using this tool since our team is organized using it.

Source: Software Advice
Helpful?   Oui   Non
Read more
Nicole Pitchard

Automated Ticketing Software

04/02/2017

The automated ticket routing feature is very helpful. It defines where to route a specific ticket based on a few pre-defined filters. It helps us managing and escalating the tickets in a better approach. Some other features are good within this software when it comes to managing tickets!

Pour

I really like the automated ticket routing functionality.

Contre

I would say the look and feel needs to be worked upon and have new drag and drop kind of features.

Rating breakdown

Facilité d'utilisation
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10

Recommendations to others considering Freshdesk

Good software to help with ticket management. Automated routing of tickets are helpful.

Source: Software Advice
Helpful?   Oui   Non
Read more

Analyse Produit

Freshdesk offers a host of tools for sorting and prioritizing help requests in a more efficient manner. The help desk software augments two-way communication between your customer services reps and their clients, providing a more user-friendly experience to both staff and customers. Freshdesk helps small to mid-sized companies build a fully-functional help and support desk through their highly customizable, cloud-based software.

This help desk and customer support application is adaptable, allowing a business to customize their Freshdesk sites with company logos and other elements specific to their business, as well as to define their business rules and processes. The software's core functionality is centered around its ticketing system which sorts through customer help requests, distributing ticket numbers to each client and routing them to the correct agent, whilst assuring them that am agent will be with them promptly.

You can support your customers through multiple mediums using Freshdesk, inclusing phone, email, your website and social media such as Twitter and Facebook. Freskdesk also offers your customers a self-service portal through which they can find solutions to common issues, get access to articles and company documents, and view shared tips left by other users.

Qu'est-ce que Freshdesk ?

Freshdesk offers a way for businesses to organize, prioritize and sort client requests without expanding their work force. Though a smart ticketing system and the ability to set custom business rules, customer experiences can be tailored to match each client. Freshdesk also provides your clients with the ability to help themselves, by automatically creating a company knowledge-base based on archived emails, conversations and ticket resolutions. The knowledgebase can be designed to reflect your company´s branding.

Freshdesk offers a number of customization tools. Upon signing into Freshdesk, you will be given a unique URL to reflect your company name. Alternatively, you can set up Freshdesk to point to your preferred domain. The Freshdesk help desk solution also includes a customizable dashboard that gives users a summary of all tickets and recent activities. Freshdesk is multilingual offering customer support tools in 18 languages, including popular languages such as Spanish, French, Italian, German, Portugese and Polish. Multi-time zones are also supported.

Fonctionnalités Clés

Ticketing System

Freshdesk provides an automated ticketing system which reads and sorts through all incoming tickets, assigning them to the most appropriate representative,.

Freshdesk uses a common policy called SLA (service level agreement), with pre-defined parameters for service workflows. You can use a standard SLA policy for all of your customers, or you can also create custom SLAs for priority customers with specific needs and requirements. Through the Ticket tab you can set all your ticketing rules and workflows for your ticket system.

In order to keep the lines of communication between your team and your clients in need of help open, Freshdesk allows you to transform your company email into support tickets. These emails are set up as automatic response to requests emails, letting your clients know that their request has been received and queued, and that an agent will contact them promptly. You can also define behavioral rules for requests so that certain tickets are routed to the most appropriate support personnel.

Consistent Branding

Freshdesk gives you the option to use your own branded email address when sending request responses, rather than the one that Freshdesk automatically assigns you when you first sign in. To help ensure that your help desk emails are not treated as spam, Freshdesk recommends that you create an SPF record of your emails in your DNS zone file if you are using your own domain.

Freshdesk's FreshThemes feature enables companies to offer a consistent visual experience across their company and helpdesk webpages. This can be done through pre-defined themes or you can customize themes through the use of Javascript and CSS code.

Self Service Portal

Freshdesk's Self Service Portal provides your clients and agents with a singular place to find all the information they need to get answers to the most frequently asked questions with a knowledge-base of technical and training advice. The Self Service Portal in Freshdesk serves as a space that holds all your important company documents, such as fact sheets, company handbooks, and brochures, as well as self-help tips and articles. You can create a knowledge-base for either public consumption or exclusively for staff, or both.

Through the use of forums, Freshdesk continues to encourage conversation and feedback between your help desk team and your clients. The Forum section provides several tools to keep these lines of communication open. Tools included within the forum section include Announcements, Report a Problem, Tips and Tricks and Feature Requests. You can use these tools to post important updates and make announcements, as well as to receive feedback from your colleagues and clients. Within each of these tools you have the ability to create a topic, you can input information to each topic and save it within the portal for further discussion.

Multi-Channel Support

Freshdesk helps users to automate tasks and save on ticket resolution time through integration with multiple platforms. This includes email integration, a feature which allows agents to manage, update, reply to and assign tickets directly from their email accounts as requests come in. You can configure the settings in Freshdesk so that all emails sent to your account are logged as tickets, they can then be categorized, prioritized and assigned to the correct agent. You can also set up automated email actions such as sending acknowledgement emails or notifications.

Another emailing features of Freshdesk includes "Email to Knowledge base". This feature automatically converts email threads or ticket replies into articles in the knowledge base article. These emails are saved as drafts which can be edited before sending them to the knowledge base for publication.

Other channels supported by Freshdesk include social media platforms such as Facebook and Twitter. You can be notified of all customer activity associated with your brand on either channel and reply directly to these in real time. You can also use Freshchat, Freshdesk’s live-chat solution and Freshfone, the software's integrated voice telephony system to provide further support channels to your clients, as well as to track tickets from multiple sources.

Enhanced reporting

The Freshbooks software offers a number of reporting features for measuring time and productivity. These features include an integrated time tracking tool which allows your agents to measure the time they spend on various support tasks. This tool can use this information to automatically generate time-sheets, even differentiating between billable and non-billable time spent.

Agents can assign themselves to tasks and then start the task timer to measure the time spent on each task. Admin supervisors can also assign agents to specific tasks, subtracting and adding total time spent on overall ticket resolution. Freshdesk data can be automatically fed to other third-party applications, including Freshbooks or Harvest, and compiled to generate client invoices and payments.

Freshdesk's At-a-Glance Reports feature allows you to get a quick overview of the activity of you entire helpdesk, as well as individual customers, agents and teams. Freshdesk also provides reports that let you identify your top performing agents and teams, as well as your based clients. You can use this tool to compare agents and customers using key metrics to see how they perform against each other.

Advanced Notifications

The Freshdesk help desk solution includes an agent collision prevention feature. If another agent opens up a ticket you are working on, you will be alerted through a flashing icon next to your open ticket. If another agent is already writing back to a customer, a pen icon lights up on the screen to inform you of this. If you have a ticket open and an update occurs, then the refresh icon will light up. If you click on this you will get access to all the latest information associated with that ticket.

The "Ticket Watchers" feature alerts you to tickets that are of specific interest to you. For example, this might be a ticket that was assigned to you at an earlier stage, or one that addresses your area of support. You can set up email notifications associated to ticket topics and specific ticket activity. With this information, your sales teams can prepare valuable metrics for use during their next call with a client.

Gamification of your Helpdesk

One of the newer features that Freshdesk added last year includes Freshdesk Arcade, providing the ability to gamify your help desk activities. By using the Freshdesk Arcade feature you can incentivize your staff to meet targets and send staff on certain "quests" to earn points. The tool will reward teams and agents based on a point system that determines the quality of their service performance, based on speed and customer satisfaction.

For example, teams or agents that solve customer issues in a more timely manner get certain badges, virtual trophies and a number of points that send them climbing up the leader board, an appropriate reward system can then be determined by the company.

Intégrations

Freshdesk offers a growing number of native and 3rd party integrations. Native integrations include Facebook and Twitter; Saleforce, Highrise, Zoho CRM, Sugar CRM and Capsule; Freshbooks and Harvest; Atlassian from Jira; Google Analytics, Google Calendar, Gmail Gardets, Google Hangouts and Google Drive; HelpOnClick and Snap Enagae; MailChimp, Campaign Monitor and Constant Contact; Olark, Survey Monkey, Dropbox, Zapier and Shopify, among others.

Third party integrations include Magento, Talkdesk, Kipfolio, Pipeliner, OneSky, Userlike, Woo Themes, Timecamp, and Fromcrafts.

Freshdesk also offers a service called Freshplugs so companies can create custom integrations.

Freshdesk also has a help-desk plugin for its mobile app called MobiHelp that comes in the form of both an Android app and an iOS app. The app functions on all mobile devices including iPhones, Androids, iPads and Blackberries.

Tarifs

Freshdesk offers 5 different pricing plans. The most basic plan is the Sprout plan which is offered for free and can be used for up to 3 agents, it includes email support, phone support and a knowledge base. Additional agents on the Sprout plan costs €12 per month.

The Blossom plan costs €14 per agent per month and includes social support, community forums and game mechanics. The Garden plan costs €20 per agent per month and include live chat, multiple products and multiple locations. The Estate plan costs €32 per agent per month and includes enterprise reports, portal customization and custom agent roles. The Forest plan costs €56 per agent per month and includes IP whitelisting and custom email servers.

A free trial is available for 30 days on the Estate plan for an unlimited number of agents.

Conclusion

  • Use the Solutions section to create a public or private company knowledgebase
  • Automatically route tickets to the correct agents and teams with the Dispatch’r
  • Define specific SLA policies for priority customers for speedier resolution
  • Convert email threads, replies and tickets to knowledgebase articles
  • Customize and brand your own unique Freshdesk page with its own URL
  • Available in 16 different languages, and includes dozens of integrations
  • Ability to gamify your helpdesk to reward your top agents
  • Freshdesk's mobile plug-in app is compatible with all mobile devices

Frequently used together