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
1
Since last award
94 Plan to Renew
3
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.
+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?
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
Customer Service Knowledge Management
Agent Scripting
Contact Center Integration
Customer Community Management
Customer Service Workflow 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
Carissa L.
- Role: Sales Marketing
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Jul 2023
Keeps us on top of customer inquiries
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
I really like that freshdesk has not only email ticket support but many other apps you can add. Our company also uses the freshcaller and chat bot, there are many others that could be added as well.
What is your favorite aspect of this product?
Freshdesk helps our team stay really organized and on top of customer inquires and support tickets. It also keeps a full history so you can easily have other team members jump in and help a customer if needed.
What do you dislike most about this product?
I do find the support a bit cumbersome. They send you resolutions to do yourself first before their team steps in to help. I would prefer the support team to help us resolve the issue rather than my team going through multiple steps first.
What recommendations would you give to someone considering this product?
Great for growing companies that are starting to get a lot of customer inquires. It really helped us get organized and respond in a timely matter without missing emails or calls.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Sanchayeeta S.
- Role: Operations
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jun 2023
Easy to use, but a bit pricey.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk is a good enough platform to solve your customer queries and reply to them via tickets
What is your favorite aspect of this product?
It is good as we can assign the tickets to ourselves and then look into it as long as it is resolved
What do you dislike most about this product?
I dislike the reporting part as the report is very glitchy and not transparent which creates a lot of confusion in the team
What recommendations would you give to someone considering this product?
You may use it but the price is on the higher side
Pros
- Altruistic
- Client's Interest First
- Over Delivered
- Helps Innovate
Khalil R.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Mar 2023
Especially useful when interacting with customers
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
With Freshdesk, we can streamline the sales process to our website visitors and reduce time wasting. It provides us with various information and statistics about conversations, which we can use to track progress and improve.
What is your favorite aspect of this product?
Its innovative use of technology and its special ability to facilitate business growth and service delivery through simple customer communication channels set it apart. Using this application will not cost you anything extra. Freshdesk's chat widget and automatic messages can be tailored to the aesthetics and tone of any brand. The excellent user interface has greatly improved my productivity.
What do you dislike most about this product?
The software has a steep learning curve, but has very helpful customer service.
What recommendations would you give to someone considering this product?
We use Freshdesk as an alternative incentive to promote our company, and the resulting pleasant customer connections help us grow quickly. We have mapped out the steps anyone can take to generate and distribute marketing concepts, while connecting them to a solid network infrastructure. Never before have we relied so heavily on communication to spread the word about our offerings. I believe that companies that want to improve their marketing methods would benefit from your emphasis on teamwork and transparent communication.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Efficient Service