Freshdesk - Présentation

Description du logiciel Freshdesk

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 - Présentation

Prix

À partir de
19,00 $US/mois

Types de licence

Essai gratuit
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

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
États-Unis, Canada, Royaume-Uni, Australie, Chine et 4 autres, Inde, Japon, Allemagne, Brésil
Langues
allemand, anglais, arabe, chinois (simplifié), chinois (traditionnel) et 20 autres, coréen, danois, espagnol, finnois, français, hongrois, hébreu, indonésien, italien, japonais, norvégien, néerlandais, polonais, portugais, russe, suédois, tchèque, thaï, turc, ukrainien

Médias

Customer conversations from across channels
Automation rules
Collaboration from within the ticket
Self-service portal
Multilingual self-service portal
SLA management
Team dashboard
Omnichannel ticketing
Vidéo de Freshdesk Capture d'écran pour Freshdesk : Customer conversations from across channels Capture d'écran pour Freshdesk : Automation rules Capture d'écran pour Freshdesk : Collaboration from within the ticket Capture d'écran pour Freshdesk : Self-service portal Capture d'écran pour Freshdesk : Multilingual self-service portal Capture d'écran pour Freshdesk : SLA management Capture d'écran pour Freshdesk : Team dashboard Capture d'écran pour Freshdesk : Omnichannel ticketing

Freshdesk - Avis

Freshdesk - Avis

Note globale
4,5
/
5
Excellent
1315

Très bien
757

Moyen
113

Médiocre
19

Mauvais
12

Rapport qualité-prix
4,4
Fonctionnalités
4,3
Simplicité d'utilisation
4,5
Support client
4,6
94% des utilisateurs recommandent cette application
Juan pablo A.

Great ticket management software

I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.


Traduire avec Google Translate
Carly M.

Freshdesk is simple to setup and makes bug-tracking a cinch!

Personally, this was the best platform that ever happened to our team. We reviewed some pay-for feature models, as well as the free bug tracker in Spiceworks (which had a ton of adware), and Freshdesk was the simplest to use and track our bugs even with the non-ability to drill down further with the tier we were using for our staff. The only other thing I would mention, is that it is not HIPAA compliant, so you want to make sure anything users are posting in there is not anything related to proprietary software. Otherwise it worked like a charm for our team, and our users seemed to like it. You do need to make sure that your teams using it have their emails alerting them, otherwise a ticket can just sit there. I found that I was reminding folks to check the freshdesk--from an IT standpoint, we were in there every day fielding tickets and this really helped us to schedule out our day/week and prioritize.


Traduire avec Google Translate
Jeff K.

Lacking rudimentary filter/show by date range feature, terrible for recordkeeping

Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this.


Traduire avec Google Translate
Anthony C.

Good Software, Bad Marketing. Bait-and-Switch (beware)

While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature, and link you to a page that isn't linked to from anywhere on their site: freshdesk.com/helpdesk-features, as justification.

As an example, $15/agent/month includes, "SLA Management," which is described from their features page as including every SLA feature, including basic things like SLA email notifications, reminders, escalation policies. You know, what anyone would think of as "SLA Management." However, none of those features are actually included in that price plan. To even get email notifications of SLA violations, or have your SLA respect office hours, you'll have to pay $50/agent/month. Worse, there is no way to discover this until after you've paid and spent time getting everything set up.


Traduire avec Google Translate
Thabo M.

TMI-SSP (PTY) LTD

Wonderful, I really like their 24hrs support system


Traduire avec Google Translate
Juan pablo A.
Secteur d'activité: Conseil en gestion
Taille de l'entreprise: 11-50 employés
Traduire en français
Traduire en français

Great ticket management software

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 03/12/2019
Provenance de l'avis : Capterra

I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.

Avantages

FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.

Inconvénients

The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 9.0/10

Carly M.
Secteur d'activité: Vente au détail
Taille de l'entreprise: Auto-entrepreneur
Traduire en français
Traduire en français

Freshdesk is simple to setup and makes bug-tracking a cinch!

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 15/10/2020
Provenance de l'avis : Capterra

Personally, this was the best platform that ever happened to our team. We reviewed some pay-for feature models, as well as the free bug tracker in Spiceworks (which had a ton of adware), and Freshdesk was the simplest to use and track our bugs even with the non-ability to drill down further with the tier we were using for our staff. The only other thing I would mention, is that it is not HIPAA compliant, so you want to make sure anything users are posting in there is not anything related to proprietary software. Otherwise it worked like a charm for our team, and our users seemed to like it. You do need to make sure that your teams using it have their emails alerting them, otherwise a ticket can just sit there. I found that I was reminding folks to check the freshdesk--from an IT standpoint, we were in there every day fielding tickets and this really helped us to schedule out our day/week and prioritize.

Avantages

I set up and administered Freshdesk for a 200+ non-profit agency. There were three departments tracking bugs through it, and we were able to deploy it and announce its use with ease. It was easy to explain to our staff who didn't want to take time to learn something overly complex. As a non-profit, it was important to find a solution that could assist us day-to-day without breaking the bank. We were able to use the first-level with support for our use. The Freshdesk support was highly responsive and helpful if we had questions. Using this platform cut down on time spent fielding immediate requests that were not a high priority. It allowed us to really prioritize, track and automate repeat issues, and cut down on 'putting out little fires everywhere mentality.'

Inconvénients

The automation was helpful, but I think it could have used a bit more complexity. We were able to implement an automated routing for email subjects and user emails so that certain requests or bugs/issues would go to a specific department. We used the platform in Communications, IT, and Facilities for all requests. We didn't have a bug or issue tracker prior to this platform. The Frequently Asked Questions portion of the portal really didn't end up being used, although we did use it when we first started the platform. Higher ups really liked the ability to see numbers in what we were fielding, but there was not enough drill-down in the pay/point we were using--that may have been available within higher paid levels. The automation has a lot of options for sending alerts when a new ticket is created. It can become cumbersome and send A LOT of emails. I'm not sure if there is a better way to automate/cut that down w/o losing that function. Also, the 'archive' user feature was a bit weird. We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Jeff K.
Secteur d'activité: Design
Taille de l'entreprise: 2-10 employés
Traduire en français
Traduire en français

Lacking rudimentary filter/show by date range feature, terrible for recordkeeping

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 07/10/2020
Provenance de l'avis : Capterra

Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this.

Avantages

For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING.

To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period.

If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe.

If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8!

Inconvénients

The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"?

Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 2.0/10

Anthony C.
Secteur d'activité: Design
Taille de l'entreprise: 51-200 employés
Traduire en français
Traduire en français

Good Software, Bad Marketing. Bait-and-Switch (beware)

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 18/08/2020
Provenance de l'avis : Capterra

While Freshdesk has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature, and link you to a page that isn't linked to from anywhere on their site: freshdesk.com/helpdesk-features, as justification.

As an example, $15/agent/month includes, "SLA Management," which is described from their features page as including every SLA feature, including basic things like SLA email notifications, reminders, escalation policies. You know, what anyone would think of as "SLA Management." However, none of those features are actually included in that price plan. To even get email notifications of SLA violations, or have your SLA respect office hours, you'll have to pay $50/agent/month. Worse, there is no way to discover this until after you've paid and spent time getting everything set up.

Avantages

Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.

Inconvénients

Features listed as included in lower tiers on their pricing page, are not actually included until much higher tiers. See: https://freshdesk.com/helpdesk-features for the real breakdown. Freshdesk has no links to that page, and you'll only get it if you ask about a missing feature in their support portal.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 0.0/10

Thabo M.
Secteur d'activité: Exploitation minière et métaux
Taille de l'entreprise: 2-10 employés
Traduire en français
Traduire en français

TMI-SSP (PTY) LTD

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 16/01/2020
Provenance de l'avis : Capterra

Wonderful, I really like their 24hrs support system

Avantages

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.

Inconvénients

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

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Recommandation utilisateur
8,7/10
Basé sur 2 216 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Freshdesk - Prix

Freshdesk - Prix

À partir de
19,00 $US/mois
Essai gratuit
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

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

Rapport qualité-prix
4,4/5
Basé sur 2 216 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Freshdesk - Fonctionnalités

Freshdesk - Fonctionnalités

API
Base de données de clients
Champs personnalisables
Données en temps réel
Enquêtes et feedback
Gestion des calendriers
Gestion des contacts
Importation et exportation de données
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Modèles personnalisables
Notifications automatiques
Paiements électroniques
Rappels
Rapports et statistiques
Rapports personnalisables
Stratégie de marque personnalisable
Suivi des activités
Tableau de bord d'activités
Fonctionnalités
4,3/5
Basé sur 2 216 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Plus d'informations sur Freshdesk

Plus d'informations sur Freshdesk

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

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 $US/mois

Type de licence: Gratuit, Abonnement

Essai gratuit: 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 :

PME, Grandes entreprises, Administration publique, À but non lucratif, Auto-entrepreneurs, Entreprises de taille moyenne

Q. Dans quelles langues Freshdesk est-il disponible ?

Langues dans lesquelles Freshdesk est disponible :

allemand, anglais, arabe, chinois (simplifié), chinois (traditionnel), coréen, danois, espagnol, finnois, français, hongrois, hébreu, indonésien, italien, japonais, norvégien, néerlandais, polonais, portugais, russe, suédois, tchèque, thaï, turc, ukrainien

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, 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