Freshdesk

Freshdesk

Logiciel d'assistance à la clientèle

4.5/5 (1721 avis)

Freshdesk - Présentation

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.

Prix

À partir de
19,00 €/mois
Types de licence
version d'essai gratuite
Gratuit
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Asie, Australie, Brésil, Canada, Chine et 5 autres, Europe, Allemagne, Inde, Japon, Amérique latine

Langues

arabe, chinois (simplifié), chinois (traditionnel), tchèque, danois et 14 autres, néerlandais, anglais, finnois, français, allemand, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois

Freshdesk - Avis

Note globale
4.5/5
94% d'avis positifs
1018
Excellent
596
Très bien
84
Moyen
16
Médiocre
7
Horrible
Mark K.
Traduire avec Google Translate

Freshdesk proving their worth on the CRM market

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 20/06/2019
Provenance de l'avis : 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.

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10
Sinencia V.
Traduire avec Google Translate

Freshdesk makes working easier!

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 12/06/2019
Provenance de l'avis : 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.

Avantages

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!

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Robert F.
Traduire avec Google Translate

A Fresh Approach to Ticketing

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 20/05/2019
Provenance de l'avis : 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.

Avantages

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.

Inconvénients

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).

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10
Josemaria G.
Traduire avec Google Translate

Fresh as its name suggests

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 08/04/2019
Provenance de l'avis : Capterra

Fresh, intuitive, and a must-have tool for any helpdesk team. Freshdesk has helped improve helpdesk staff productivity, efficiency, as well as customer and top-level satisfaction.

Avantages

Freshdesk gives us a fresh take on getting helpdesk support and updates. First of all, I love the fresh look and user interface. It is friendly and easy to create tickets and revisit the portal to get status updates.

It acts as a centralized hub for our support team in terms of collating all helpdesk items from multiple channels like email, voice calls, chat, etc. It is also easy to see who is assigned/acting on a ticket in order to avoid two staff working on the same ticket (too many cooks spoil the broth). Canned responses is also great since it saves us time from re-composing the same incident resolution for recurring problems (like the common concern of password reset, network/account access..etc).

Another thing is the reporting power of Freshdesk. We can churn out the performance levels of each helpdesk staff, even for the whole department. We can also generate reports to see the most frequent person/departments who request a lot of support, or which incidents turn out to be problems and for possible root cause analysis and resolution.

One more thing, is the all-important Service Level Management (SLA) which can be set up and managed well from within Freshdesk. SLA Performance reports can be easily downloaded and intuitive enough to be used for future IT strategy and planning.

Inconvénients

The notifications can be a powerful tool for reminding the staff or triggering an action, however, Freshdesk can sometimes tend to flood the staff with all these notifications for example if a person is assigned a ticket and is also part of a group, the email sends at least twice. We'll have to look into how the setup for notifications can be more optimized.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Shikha V.
Traduire avec Google Translate

Extremely helpful online ticketing system-Takes care of all HR related and other queries

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 25/03/2019
Provenance de l'avis : Capterra

Overall experience has been amazing so far as it is able to cater our day to day needs. Great platform to provide internal/external support.

Avantages

We have been using this software for more than 2.5 years now in our company to assist our consultants, vendors and clients.
Freshdesk is a cloud based helpdesk system, which allows its users to resolve all day-to-day queries by generating tickets. This ticketing system works well internally and externally. Being a part of the HR Team, we receive approximately 20-30 tickets per day from our employees/Clients and other companies for assistance regarding pay, employment verification, employment letters, leaves etc. The employees send their queries to a common HR Group ID and then we allocate it to the concerned person within the team.
The Fresh desk support is implemented by the technical department of our company as well where the internal employees raise tickets in case of any technical issues.
The interface is easy to use and simple. It also provides guidelines and prompts for a new user, making it extremely easy to learn and start without much assistance. It provides the option to add a note to every ticket before closing it making it easier to know for the entire team that a ticket is closed. It also keeps a clear and manageable history of all the recently closed tickets. It also provides a feature to export a complete summary of the tickets group wise with categories and subjects, date of receipt and closure.
Freshdesk has an in-built contact directory for all internal employees making it easier to allocate copy or forward the tickets.

Inconvénients

As per our existing needs, I do not see any cons. I am sure it offers more flexibility at higher prices but so far, it works well for us.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10

Freshdesk - Prix

À partir de
19,00 €/mois
Types de licence
version d'essai gratuite
Gratuit
Abonnement
Rapport qualité-prix

Tarifs par utilisateur et par mois.

- Sprout : 0€(Pour des agents illimités)

- Blossom : 18€/utilisateur/mois

- Garden : 34€/utilisateur/mois

- Estate : 48€/utilisateur/mois

- Forest : 86€/utilisateur/mois

Réductions pour tarification annuelle

Freshdesk - Fonctionnalités

  • API
  • Champs personnalisables
  • Importation et exportation de données
  • Intégration CRM
  • Intégration de tiers
  • Intégration des e-mails
  • Intégration des médias sociaux
  • Modèles personnalisables
  • Notifications automatiques
  • Rappels automatiques
  • Rapports et statistiques
  • Rapports personnalisables
  • Stratégie de marque personnalisable
  • Suivi des activités
  • Tableau de bord d'activités

  • Base de données de clients
  • Base de données de contacts
  • Gestion des calendriers
  • Intégration mobile
  • Paiements électroniques

Plus d'informations sur Freshdesk

Freshdesk - Principales fonctionnalités

Avantages

- 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

Freshdesk - FAQ

Voici quelques-unes des questions fréquentes sur Freshdesk.

Q. Quels sont les types de licence disponibles pour Freshdesk ?

Types de licences disponibles pour Freshdesk :

À partir de: 19,00 €/mois

Type de licence: Gratuit, Abonnement

version d'essai gratuite: Disponible

Tarifs par utilisateur et par mois.

- Sprout : 0€(Pour des agents illimités)

- Blossom : 18€/utilisateur/mois

- Garden : 34€/utilisateur/mois

- Estate : 48€/utilisateur/mois

- Forest : 86€/utilisateur/mois

Réductions pour tarification annuelle

Q. Quelles sont les principales fonctionnalités du logiciel Freshdesk ?

Nous n'avons pas d'informations sur les fonctionnalités de Freshdesk.

Q. Qui utilise Freshdesk ?

Utilisateurs habituels du logiciel Freshdesk :

Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, Non Profit, Administration publique, PME

Q. Dans quelles langues Freshdesk est-il disponible ?

Langues dans lesquelles Freshdesk est disponible :

arabe, chinois (simplifié), chinois (traditionnel), tchèque, danois, néerlandais, anglais, finnois, français, allemand, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois

Q. Quels sont les types de licence disponibles pour Freshdesk ?

Types de licences disponibles pour Freshdesk:

Gratuit, Abonnement

Q. Freshdesk prend-il en charge les appareils mobiles ?

Appareils pris en charge par Freshdesk :

Android, iPhone, iPad

Q. Avec quelles applications Freshdesk peut-il s'intégrer ?

Applications s'intégrant à Freshdesk :

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

Q. Quelles sont les ressources d'aide disponibles pour Freshdesk ?

Ressources d'aide disponibles pour Freshdesk :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo