Freshdesk Customer Reviews 2025

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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Awards & Recognition

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

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2024 Emotional Footprint Champion

Latest Award, 2024

2024 Data Quadrant Champion

2024

9 Top Rated Capabilities

7 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation

2023

2023 Data Quadrant Champion

2023

9 Top Rated Capabilities

7 Top Rated Features

2023

2022 Data Quadrant Champion

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.

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

88

Product Experience

84

Negotiation and Contract

86

Conflict Resolution

84

Strategy & Innovation

88

Service Experience

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Emotional Footprint Overview

Product Experience:: 88%
Negotiation and Contract:: 84%
Conflict Resolution:: 86%
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?

6% Negative

5% Neutral

89% Positive

Pros

Enables Productivity
Respectful
Reliable
Performance Enhancing

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Field Service Management

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Freshdesk Reviews

Elizabeth M.

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

Validated Review

Verified Reviewer

Submitted Apr 2025

A Smart, Scalable Helpdesk Solution.

Likeliness to Recommend

10 /10

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

Validated Review

Verified Reviewer

Submitted Apr 2025

Freshdesk : a simple, scalable support solution.

Likeliness to Recommend

9 /10

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

Validated Review

Verified Reviewer

Submitted Mar 2025

One stop for all customer support

Likeliness to Recommend

8 /10

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

How We Deliver

Freshdesk

What is Freshdesk?

Company Details

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Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Data Quadrant Champion

Freshdesk Ratings

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

Emotional Footprint Overview

+86 Net Emotional Footprint

How much do users love Freshdesk?

Chart

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 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.

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).

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

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

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

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

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.

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 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.

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 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.

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

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

Elizabeth M.

A Smart, Scalable Helpdesk Solution.

Likeliness to Recommend

Pros

Saloni K.

Freshdesk : a simple, scalable support solution.

Likeliness to Recommend

Pros

Samson O.

One stop for all customer support

Likeliness to Recommend

Pros

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Title

Up 1
Since last award

Up 2
Since last award

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

Customer Community Management

Agent Scripting

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