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.
86 Likeliness to Recommend
95 Plan to Renew
1
Since last award
84 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
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.
+83 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
- Respectful
- Enables Productivity
- 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
Agent Scripting
Customer Service Knowledge Management
Contact Center Integration
Customer Service Workflow Management
Customer Community Management
Analytics and Reporting
Intelligent Search
Mobile Customer Care
Vendor Capability Ratings
Business Value Created
Ease of Implementation
Breadth of Features
Usability and Intuitiveness
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
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Freshdesk Reviews
Teo D.
- Role: Consultant
- Industry: Consulting
- Involvement: End User of Application
Submitted Jan 2024
Updating clients
Likeliness to Recommend
What is your favorite aspect of this product?
Mobile application is easy to use and simplifies communications.
What do you dislike most about this product?
Some how expensive for small business.
What recommendations would you give to someone considering this product?
It's easy to update clients and and communicate to clients using freshdesk.
Pros
- Caring
- Respectful
- Client Friendly Policies
- Generous Negotitation
Petar'Barnes T.
- Role: Student Academic
- Industry: Education
- Involvement: End User of Application
Submitted Dec 2023
User-Friendly Interface.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk' pricing model is transparent and straightforward. The platform offers various plans suitable for businesses of different sizes, ensuring that users only pay for the features they need. This clarity in pricing sets Freshdesk apart from platforms with more complex and convoluted pricing structures.
What is your favorite aspect of this product?
One of the significant advantages of Freshdesk is its scalability. It caters to the needs of small businesses and scales seamlessly as the organization grows. The flexibility to add modules and features ensures that Freshdesk remains a relevant and supportive tool throughout the business's expansion.
What do you dislike most about this product?
Although Freshdesk offers a variety of integrations, some users may find the integration process complex. Certain integrations might require additional technical expertise, and a more straightforward approach could enhance the overall accessibility for users with varying technical backgrounds.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Raef N.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Dec 2023
Provides a reliable set of assistance
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
With Freshdesk, we can constantly contact customers through email, social media, phone, or chat to address any issues or questions they may have regarding our services or campaigns. That way, we can get back to them without delay on their demands.
What is your favorite aspect of this product?
One major aspect is the streamlined communication it provides. Before, we had to rely on email, which had its drawbacks like being either not read at the right time or not sent at all, among other issues that made communication less efficient than it is now. This tool lets us stay in touch with clients productively and efficiently.
What do you dislike most about this product?
This tool seems complicated when you first start using it, which delays the process of training staff to use it in their work activities.
What recommendations would you give to someone considering this product?
Communication is critical in any organization, so Freshdesk is perfect for all businesses. The platform allows you to stay in touch with customers and employees alike. Consequently, it could be a part of any business's operations, whether for internal communications or external interactions with clients and vendors.
Pros
- Continually Improving Product
- Enables Productivity
- Trustworthy
- Unique Features
