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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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
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 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
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Freshdesk Reviews
Trisha D.
- Role: C-Level
- Industry: Other
- Involvement: End User of Application
Submitted Feb 2022
Managing multiple tickets & assigning agents
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk interface is easy to use, with the look of a social media platform. It's so easy to set reminders for overdue tickets, assign them to one or multiple agents and following up, until resolution. Furthermore, the priority tags are really useful, for tickets needing urgent attention.
What is your favorite aspect of this product?
API integration: Freshdesk can be integrated to multiple SMS and call center providers. This greatly helps in scaling, while at the same time streamlining the operations.
What do you dislike most about this product?
I believe that more updated video tutorials should be added covering each aspect of Freshdesk.
What recommendations would you give to someone considering this product?
Overall, this is a very powerful CRM, which will help in organizing your business, while making sure that your customers are attended and satisfied. I recommend.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Brett R.
- Role: Information Technology
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2022
Provides optimal service to our customers
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
This platform stands out because it has allowed us to maintain quality service with our customers. It integrates all communication channels used by the company. It has worked efficiently as an e-commerce tool, its customer support through email, telephone line, social networks and real-time chat being decisive. Everything is provided in the company a fast, simple and personalized communication with each and every one of the clients.
What is your favorite aspect of this product?
It has an extremely nice interface, it can be customized, which makes it easy to use and allows us to have all the information we need from the client. It keeps a record in the ticket of all interactions that occur with the customer. It has an effective customer service self-help tool to make them self-sufficient. It allows efficient management of the platform from mobile devices thanks to the fact that it has mobile applications. It provides a function that allows us to determine the performance of the attention that we offer to clients through surveys.
What do you dislike most about this product?
It's disgusting to have duplicate messages when the ticket system is open and unassigned. Prices can be expensive.
What recommendations would you give to someone considering this product?
It provides all the advantages that our company needs to provide the best customer service. This application provides very useful functions, which are easy to use. I recommend its implementation.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
Rinosa H.
- Role: Consultant
- Industry: Other
- Involvement: Vendor Management and Renewal
Submitted Jan 2022
Easy to use & a great product.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
None really
What is your favorite aspect of this product?
nothing in particular
What do you dislike most about this product?
well it is a bit pricy
What recommendations would you give to someone considering this product?
do your research.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Trustworthy
Cons
- Commodity Features