| Audyense Score | 62AS*Aceptable | 29AS*Bajo |
| Posicionamiento | Software de tickets de código abierto sin precio por agente | ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams. |
| Plan gratuito | Sí | Sí |
| Implementación | Nube / SaaS, Instalación local | Nube / SaaS |
| Mejor encaje | Startup, PYME, Mediana empresa | Startup, PYME, Mediana empresa |
| Planes de precio | - Self-Hosted (Open Source)Free
- Frappe Cloud – Sites$5
- Frappe Cloud – Servers (VM)$20
- Frappe Cloud – Dedicated Servers$60
| - Free or entry planFree
- Higher tiersCustom pricing
|
| AI features | NoNo native AI features; a separate community OpenAI integration app exists but is not built into Helpdesk. | — |
| Automation & macros | SíSaved replies, auto-assignment rules by priority/type/workload, and automated ticket routing/escalation workflows. | — |
| CSAT & satisfaction surveys | SíBuilt-in CSAT/feedback collection on resolved tickets. | — |
| Knowledge base & help center | SíBuilt-in knowledge base with categories and article search/recommendations to deflect tickets. | — |
| Live chat & messaging | NoNo live chat widget documented; support channels are email, customer portal, and phone (Twilio/Exotel). | — |
| Mobile app | ParcialNo dedicated native mobile app found; interface is a responsive web app usable on mobile browsers. | — |
| Omnichannel support | ParcialCovers email, customer portal, and phone (via Twilio/Exotel integration); no native chat or social channels. | — |
| Public API | SíREST API for ticket creation/management plus OAuth2-based authentication. | — |
| Reporting & dashboards | SíDashboards and reporting cover ticket volume, agent performance, and SLA compliance. | — |
| Shared inbox & ticketing | SíInbound emails auto-convert to tickets in a centralized, threaded agent inbox. | — |
| SLA management | SíCore feature: configurable SLAs with breach tracking and automated escalations. | — |
| Multiple agents | — | SíDocumented in the independently researched profile. |
| Remote Support | — | SíDocumented in the independently researched profile. |
| No interruptions | — | SíDocumented in the independently researched profile. |
| Secure information | — | SíDocumented in the independently researched profile. |
| Automated reconnection | — | SíDocumented in the independently researched profile. |
| Cross-platform compatibility | — | SíDocumented in the independently researched profile. |
| Browser extensions | — | SíDocumented in the independently researched profile. |
| Remote access | — | SíDocumented in the independently researched profile. |
| Unattended access | — | SíDocumented in the independently researched profile. |
| Simplified transfer of files | — | SíDocumented in the independently researched profile. |
| Roles & permissions | — | SíDocumented in the independently researched profile. |
| Shared toolbox | — | SíDocumented in the independently researched profile. |
| Remote meetings | — | SíDocumented in the independently researched profile. |
| Customization & branding | — | SíDocumented in the independently researched profile. |
| Integraciones verificadas | — | — |
| Valoración agregada | 4.6 · 5 reviews | 9.0 · No reviews yet |
| Integraciones | ERPNextFrappe CRMTwilioExotelEmail (SMTP/IMAP)Slack (webhook notifications)+2 más | — |
| Seguridad y cumplimiento | SOC 2 Type IIISO 27001:2022GDPR | — |
| Pros | - +Interfaz sencilla y fácil de usar, con una curva de aprendizaje casi nula para la gestión básica de tickets
- +La personalización de código abierto da a los equipos control total sobre flujos de trabajo y datos
- +Al no cobrar por agente, los costos se mantienen predecibles a medida que crece el equipo de soporte
- +Cubre lo esencial de la gestión de tickets (SLA, reglas de asignación, base de conocimiento) sin una configuración compleja
| - +Independent review documents a concrete business workflow
- +Documented capability: Multiple agents
- +Documented capability: Remote Support
- +Documented capability: No interruptions
- +Documented capability: Secure information
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| Contras | - −Configurar funciones avanzadas requiere experiencia técnica y puede resultar complejo para quienes no son desarrolladores
- −Carece de parte de la flexibilidad y profundidad necesarias para flujos de soporte complejos o de gran escala
- −La experiencia móvil y la modernidad de la interfaz quedan por detrás de los competidores SaaS diseñados específicamente para esto
- −El soporte impulsado por la comunidad puede ser lento para resolver problemas en comparación con el soporte SaaS respaldado por un proveedor
| - −Pricing and usage limits should be checked against the exact plan
- −Implementation effort depends on the team's data and process maturity
- −Reported outcomes should be validated with the buyer's own data
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Audyense