Sistema de Ticketing Freshdesk

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Freshdesk
Customer Service Suite

Freshdesk combines best-in-class ticketing, self-service, and reporting.

Free

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Up to 10 agents

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Integrated ticketing across email and social Convert all email and social inquiries into tickets and track, prioritize, and reply using Freshdesk.
Ticket Dispatch Categorize, prioritize, and route tickets to the right teams by creating your own business rules.
Knowledge Base Enable customers to help themselves by finding answers on their own.
Ticket Trend Report Analyze trends and stay on top of tickets by allocating resources at the right time.
Out-of-the-box analytics and reporting
Choose your data center location
Team collaboration
24x7 email support

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Growth

Intuitive, industry-leading support for growing businesses

$15

/agent/month, billed annually

$18

/agent/month, billed monthly

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Everything in Free and…

Automation Automate follow-ups, escalations, and other tasks using specific time and event-based triggers to perform any action of your choice.
Collision Detection Know when another agent is viewing/replying to a ticket to avoid duplicating each other’s effort.
1000+ marketplace apps Get access to 1000+ apps and extend the capabilities of your helpdesk with the Freshworks Marketplace.
In-depth helpdesk report
SLA management & business hours Set the right expectations with customers and agents on the response and resolution timeframes for every ticket in your helpdesk, and set the right business hours.
Custom Email Server
Custom Ticket Views
Custom ticket fields & status
Custom SSL
Easily track time spent by agents on tickets
24x5 phone support

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ProPopular

Advanced automation for high performance

$49

/agent/month, billed annually

$59

/agent/month, billed monthly

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Everything in Growth and…

Multiple products Up to 5 products
Includes up to 5000 Collaborators Invite external agents and third parties into Freshdesk to help full-time agents resolve complex customer issues.
Round-robin routing Automatically assign tickets to all available agents in a group in a circular fashion.
Custom Roles Provide or restrict access to your agents at granular levels.
Custom objects Create or bring in business-critical data right inside your Freshdesk.
Custom Reports and Dashboards Create powerful reports and dashboards unique to your business and draw deeper insights from your Freshdesk data.
Segment customers for personalized support
Customer journey Show agents the solution articles that a customer opened before they created a support ticket.
Canned forms
Manage versions in knowledge base
Community forums
Extendable API Limits
CSAT surveys & reports
Multiple SLA policies & business hours Set custom Service Level Agreements (SLA) for multiple regions, products and business units to prioritize and deliver by suitable deadlines for each requirement.
SLA reminder & escalation
Multilingual knowledge base Supports 42 languages.
Custom apps Extend your support capabilities by building apps customized for your business.
Average handling Time (AHT)
Custom Metrics
Report Sharing

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Enterprise

Fully featured with bots for enterprise-level support

$79

/agent/month, billed annually

$95

/agent/month, billed monthly

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Everything in Pro and…

Assist bot Guide agents through pre-configured steps to help resolve customer queries faster. Does not require bot sessions. Freddy
Email bot Automatically respond to email tickets with relevant solution articles. Consumes bot sessions. Freddy
Auto-triage Automatically predict basic ticket fields like Type, Priority & Group and other custom ticket fields. Freddy
Article suggester Let Freddy suggest solution articles to your agents to help them respond to tickets faster. freddy
Canned response suggester Let Freddy suggest canned responses to help your agents respond to tickets faster. freddy
Unlimited products
Sandbox Create a secure test environment to try new features and settings in Freshdesk without impacting agents or customers.
Easily manage agent shifts across time zones
Audit log Monitor changes and always stay up-to-date on what’s happening with your helpdesk.
Skill-based routing Match tickets to the agent most skilled in handling specific types of issues within the group.
Knowledge base approval workflow Track, review, approve, and publish knowledge base articles.
Flexible knowledge base hierarchy Categorize articles up to 5 folder levels and scale your knowledge base.
IP range restriction Increase helpdesk security by allowing certain IP addresses to access your portal.

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Faster resolution on conversations, tickets, or both.

Growth

For fast growth

$29

/agent/month, billed annually

$35

/agent/month, billed monthly

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Omnichannel

Web widget
Messaging channels WhatsApp, Facebook Messenger, Instagram, Apple Business Chat, Google's Business Messenger, LINE
Email

Self-Service

Customer portal
Knowledge base
Chatbots

Conversational Engagement

Unified agent inbox
Conversation switch
Proactive support and campaigns

Ticketing

Agent collision detection
Custom agent status

Administrator Capabilities

Collaboration - Threads and tasks
Customizable contact, conversation and ticket properties

Contacts and Account Management

Customer 360 - Contact events tracking and lifecycle

Dashboard and Analytics

APIs - Report extraction, conversations, tickets
Reports - Curated and custom
Real-time dashboards

Security and Privacy

Role-based access control
Single Sign On

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ProPopular

For high performance

$69

/agent/month, billed annually

$83

/agent/month, billed monthly

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Everything in Growth, plus:

Omnichannel

Bring your own channel (BYOC)
Bring your own telephony (BYOT)

Self-Service

Multilingual knowledge base
Article versioning
Full portal customization
Community forums

Conversational Engagement

Multilingual conversations

Ticketing

Ticket templates
Canned forms
Dynamic ticket fields (sections)
Advanced custom fields

Contacts and Account Management

User targeting

Administrator Capabilities

Multilingual CSAT
Business hours - Global, multiple, group specific
Intelliassign - round robin and load balanced
Multiple SLA policies
Parent-child ticketing
Dynamic email notifications
Multiple products
Collaborators
Custom objects

Dashboard and Analytics

Team dashboard - Ticket

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Enterprise

For enterprise-grade support

$109

/agent/month, billed annually

$131

/agent/month, billed monthly

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Everything in Pro, plus:

Self-Service

Approval workflow
Flexible knowledge base hierarchy

Ticketing

Agent shifts
Out of office scheduler

Admininstrator Capabilities

Sandbox for ticketing
Audit Logs
Skill Based assignment

Dashboard and Analytics

Custom object analytics

Freddy AI

Email bot
Solution suggester
Auto-triage / Ticket field suggester
Assist bot for Agents
Agent productivity - Summarisation, auto-completion, rephrase
Chatbots - Answer extraction from FAQs, variant generation
Thank you detector

Security and Privacy

JWT authentication
Allowed domains
IP Whitelisting/Allowed IPs
HIPAA
PCI compliance

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Uma caixa de entrada para toda a sua equipe

Ao contrário do e-mail, a nossa ferramenta de ticketing é projetada para a colaboração e produtividade dos atendentes. Isso significa que você pode fazer muito mais do que apenas enviar respostas: priorizar cada ticket com base nas palavras-chave, atribuir cada ticket a um agente e grupo específicos para que não haja confusão sobre quem deve trabalhar em cada ticket, filtrar tickets com base em propriedades específicas para que os tickets mais importantes em que os agentes devem trabalhar fiquem em primeiro plano.

Ticketing colaborativo

Ajude as suas equipes a colaborar de forma eficaz para proporcionar melhores experiências de suporte.

Compartilhe a atribuição de um ticket sem perder a visão geral. Envolva colegas de equipe para discutir tópicos diretamente no ticket relevante para obter um contexto completo.
Divida tickets com várias tarefas em subtickets. Faça com que várias equipes trabalhem neles simultaneamente.
Vincule e mantenha o controle de tickets relacionados a problemas semelhantes. Envie atualizações em massa para os clientes de uma só vez.

Gestão de SLA

Um acordo de nível de serviço (SLA, do inglês service level agreement) em seu Freshdesk define metas de desempenho que podem ser gerenciadas e otimizadas ao longo do tempo. Com os SLAs, defina expectativas para o tempo de resposta com os clientes e avalie a capacidade dos agentes de cumprir os prazos.

Defina regras para quando cada ticket precisa ser respondido e resolvido para que os agentes de suporte tenham clareza sobre os prazos
Redistribua a carga de trabalho ou adicione mais pessoas à equipe com base nas taxas de conformidade com o SLA
Configure lembretes automáticos para os agentes e escalonamentos para os gerentes sempre que os SLAs não forem cumpridos

Sistema de ticketing alimentado por IA

Configure lembretes automáticos para os agentes e escalonamentos para os gerentes sempre que os SLAs não forem cumpridos

Sugira automaticamente campos de tickets para categorizar, priorizar e encaminhar tickets recebidos
Faça com que o Freddy IA recomende aos seus agentes os artigos de solução mais adequados para uma resolução mais rápida
Evite a reabertura de tickets quando os clientes responderem com um agradecimento

Ticketing de serviço de campo

Crie tarefas de serviço em seu sistema de ticketing para tickets de clientes que requerem visitas in loco.

Atribua os tickets aos agentes de campo ou grupos de serviço certos com base no tipo de problema, localização, habilidades necessárias e muito mais.
Os agentes de campo podem acessar suas tarefas de serviço por meio do aplicativo Freshdesk para iOS e Android
As atualizações da equipe de campo estão totalmente integradas ao sistema de ticketing Freshdesk, de modo que o serviço de sede e campo pode trabalhar em conjunto para oferecer uma ótima experiência ao cliente.

Objetos personalizados

Traga todas as informações críticas de negócios exclusivas de sua organização diretamente para o Freshdesk.

Crie e gerencie objetos personalizados, reúna as informações de que você precisa relacionadas aos seus clientes e negócios
Associe esses objetos a outros objetos personalizados ou padrão, trazendo o contexto completo sem alternar entre várias guias ou ferramentas
Capacite seus agentes de suporte, disponibilizando esses dados para eles diretamente na página do ticket
Use uma grande variedade de filtros para dividir e analisar seus objetos personalizados e padrão
Visualize e analise dados para tomar decisões baseadas em insights

Freshdesk

Freshsales

Freshmarketer

Freshchat

Freshservice

Freshteam

Recursos

Freddy IA

Omnichannel Suite

Support Desk

Contact Center

Customer Success

Ticketing colaborativo e IA para uma experiência do cliente excepcional

Nós simplificamos o ticketing para você

Interested in evaluating Freshdesk? Check out our 100% transparent pricing plans

Freshdesk combines best-in-class ticketing, self-service, and reporting.

Free

Growth

ProPopular

Enterprise

Faster resolution on conversations, tickets, or both.

Growth

ProPopular

Enterprise

Uma caixa de entrada para toda a sua equipe

Detecção de colisão de agentes

Respostas predefinidas

Notificações inteligentes

Visualizações personalizadas de tickets

Fusão de tickets

Registro de atividades

Ticketing colaborativo

Gestão de SLA

Sistema de ticketing alimentado por IA

Ticketing de serviço de campo

Objetos personalizados

Experimente nosso pacote completo de atendimento ao cliente