
What is Freshdesk?
Freshworks' cloud-based customer support software, Freshdesk, makes customer happiness refreshingly easy. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk enables companies of all sizes to provide a seamless multi-channel support experience across email, phone, web, chat, forums, social media, and mobile apps. Freshdesk’s capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
87 Likeliness to Recommend
Up
1
Since last award
96 Plan to Renew
Up
2
Since last award
83 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
- Product Experience:
- 88%
- Negotiation and Contract:
- 84%
- Conflict Resolution:
- 85%
- Strategy & Innovation:
- 84%
- Service Experience:
- 88%
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+86 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Freshdesk?
Pros
- Enables Productivity
- Respectful
- Reliable
- Performance Enhancing
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Self Service Capabilities
Agent Collaboration
Multi Channel Support
Customer Service Knowledge Management
Customer Service Workflow Management
Contact Center Integration
Analytics and Reporting
Agent Scripting
Customer Community Management
Intelligent Search
Mobile Customer Care
Vendor Capability Ratings
Business Value Created
Breadth of Features
Ease of Implementation
Usability and Intuitiveness
Ease of IT Administration
Quality of Features
Ease of Customization
Ease of Data Integration
Availability and Quality of Training
Vendor Support
Product Strategy and Rate of Improvement
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Freshdesk Reviews

Elizabeth M.
- Role: Operations
- Industry: Banking
- Involvement: End User of Application
Submitted Apr 2025
A Smart, Scalable Helpdesk Solution.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk has a clean, intuitive interface that makes it easy for teams to get started without extensive training or technical expertise.
What is your favorite aspect of this product?
My favorite aspect of Freshdesk is its omnichannel support which seamlessly unifies customer interactions from email, chat, social media, and more into a single dashboard. This dramatically improves response time and team collaboration, especially for businesses juggling multiple communication channels.
What do you dislike most about this product?
For complex workflows, configuration can get confusing without strong documentation or support.
What recommendations would you give to someone considering this product?
Take advantage of Freshdesk’s omnichannel tools, but only connect the channels your team can realistically manage well.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing

Saloni K.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2025
Freshdesk : a simple, scalable support solution.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
It brings everything i.e. email, social media , phone, live chat into one unified dashboard because of which my team doesn't doesn't have to juggle multiple platforms.
What is your favorite aspect of this product?
My favourite aspect is that I can manage multiple channel in one place , and I don't have to jump between different platforms or miss any customer interaction.
What do you dislike most about this product?
I don't like that some of the advance features are in the higher plans. Also the ticket management system can feel a bit rigid when it comes to customization.
What recommendations would you give to someone considering this product?
Start with the free plan if you have a small team and take advantage of the Omni channel capabilities. And also explore the automation and Freddy AI features.
Pros
- Helps Innovate
- Trustworthy
- Client Friendly Policies
- Fair

Samson O.
- Role: Finance
- Industry: Banking
- Involvement: End User of Application
Submitted Mar 2025
One stop for all customer support
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
It's ability to integrate all support channels--email, chats, phone, socials in one place
What is your favorite aspect of this product?
A standout aspect of Freshdesk is its omnichannel support. It brings together email, live chat, phone, social media (Facebook, Twitter, WhatsApp), and messaging apps into a single platform. This ensures that customers can reach out through their preferred channel while agents manage all interactions seamlessly from one place.
What do you dislike most about this product?
No dislikes for now
What recommendations would you give to someone considering this product?
I 100% recommend this product
Pros
- Performance Enhancing
- Helps Innovate
- Continually Improving Product
- Reliable