This content is currently locked.

Your current McLean & Company subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-877-281-0480 (US/CAN) or
+1-519-936-2659 (International)

Freshworks

Freshdesk

8.5 /10

135 Reviews Write a Review

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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

Freshdesk won the following awards in the Customer Service - Enterprise category

Filter By

2024 Data Quadrant Gold Medalist

Latest Award, 2024

9 Top Rated Capabilities

7 Top Rated Features

Latest Award, 2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation

2023

2023 Data Quadrant Gold Medalist

2023

9 Top Rated Capabilities

7 Top Rated Features

2023

2022 Data Quadrant Gold Medalist

2022

8 Top Rated Capabilities

5 Top Rated Features

2022

Freshdesk Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Freshdesk.

86 Likeliness to Recommend

1
Since last award

94 Plan to Renew

3
Since last award

83 Satisfaction of Cost Relative to Value

{y}

{name}

Emotional Footprint Overview

+82 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?

9% Negative

6% Neutral

85% Positive

Pros

Respectful
Enables Productivity
Reliable
Performance Enhancing

Feature Ratings

Average 80

Customer Self Service Capabilities

Agent Collaboration

Multi Channel Support

Agent Scripting

Customer Community Management

Contact Center Integration

Customer Service Knowledge Management

Customer Service Workflow Management

Analytics and Reporting

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Average 80

Business Value Created

Ease of Implementation

Usability and Intuitiveness

Breadth of Features

Ease of IT Administration

Quality of Features

Ease of Data Integration

Ease of Customization

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement

Also Featured in...

Knowledge Management

Translation missing: en.product_page.ratings.score 8.6

View Freshdesk in this category (opens in a new tab)

Field Service Management

Translation missing: en.product_page.ratings.score 7.9

View Freshdesk in this category (opens in a new tab)

Freshdesk Reviews

Lucia M.

Role: Industry Specific Role
Industry: Food and Beverage
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2024

Amazing Customer Service Features

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

When it comes to customer service, Freshdesk presents leading features and comes at an amazing cost too.

What is your favorite aspect of this product?

Handling customer service is simplified with Freshdesk. It also offers helpful knowledge management features.

What do you dislike most about this product?

All features of Freshdesk have not disappointed.

What recommendations would you give to someone considering this product?

This is an amazing customer service solution and most businesses with benefit from it's many Capabilities. I recommend it.

Pros

Continually Improving Product
Trustworthy
Unique Features
Efficient Service

Anchal B.

Role: Operations
Industry: Finance
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2024

Easy to use Userfriendly

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

The most helpful thing about Freshdesk is the integration with the other application.

What is your favorite aspect of this product?

Very User-friendly and great interface. Easy to set the filter, easy to customize and download report. Creating and using canned responses makes my team work easy. Daily report helps seeing daily was SLA.

What do you dislike most about this product?

Sometimes, it is harder to track back the conversation, and we are not able to set a schedule for sending emails.

What recommendations would you give to someone considering this product?

Very much easier to download & customise reports. With a user-friendly interface, tracking CSAT & SLA is easier.

Pros

Continually Improving Product
Enables Productivity
Trustworthy
Unique Features

Sukesh H.

Role: Operations
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2024

Good omni-channel support tool - Freshdesk

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

The interface is user friendly and the setup can be done quickly. Since its an omnichannel support tool the easy setup makes it a solid solution.

What is your favorite aspect of this product?

Multi-channel support - All channels (phone, chat, email support) can be handled from a single place.

What do you dislike most about this product?

Poor customer support

What recommendations would you give to someone considering this product?

Test all the integrations you need before implementing Freshdesk. Leverage the trial to test as well.

Pros

Continually Improving Product
Enables Productivity
Helps Innovate
Reliable

Cons

Less Efficient Service
Less Caring
Wastes Time

How We Deliver

Freshdesk

What is Freshdesk?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Data Quadrant Gold Medalist

Freshdesk Ratings

86 Likeliness to Recommend

1 Since last award

94 Plan to Renew

3 Since last award

83 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+82 Net Emotional Footprint

How much do users love Freshdesk?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Customer Community Management Creation and management of branded and focussed user communities.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Also Featured in...

Knowledge Management

Field Service Management

Freshdesk Reviews

Lucia M.

Amazing Customer Service Features

Likeliness to Recommend

Pros

Anchal B.

Easy to use Userfriendly

Likeliness to Recommend

Pros

Sukesh H.

Good omni-channel support tool - Freshdesk

Likeliness to Recommend

Pros

Cons

Title

1
Since last award

3
Since last award

Feature Ratings

Customer Self Service Capabilities

Agent Collaboration

Multi Channel Support

Agent Scripting

Customer Community Management

Contact Center Integration

Customer Service Knowledge Management

Customer Service Workflow Management

Analytics and Reporting

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Business Value Created

Ease of Implementation

Usability and Intuitiveness

Breadth of Features

Ease of IT Administration

Quality of Features

Ease of Data Integration

Ease of Customization

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement