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Freshworks Inc.

Freshdesk

Composite Score
8.6 /10
CX Score
8.8 /10
Category
Freshdesk
8.6 /10

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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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

96 Plan to Renew

82 Satisfaction of Cost Relative to Value

Down 1
Since last award


Emotional Footprint Overview

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Emotional Footprint Overview

Product Experience:
89%
Negotiation and Contract:
85%
Conflict Resolution:
86%
Strategy & Innovation:
84%
Service Experience:
89%

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?

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6% Negative
5% Neutral
89% Positive

Pros

  • Enables Productivity
  • Respectful
  • Reliable
  • Performance Enhancing

Feature Ratings

Average 81

Customer Self Service Capabilities

84

Agent Collaboration

82

Multi Channel Support

82

Customer Service Knowledge Management

81

Customer Service Workflow Management

80

Contact Center Integration

80

Analytics and Reporting

80

Agent Scripting

80

Customer Community Management

80

Intelligent Search

78

Mobile Customer Care

77

Vendor Capability Ratings

Average 81

Business Value Created

83

Breadth of Features

83

Usability and Intuitiveness

82

Ease of Implementation

82

Ease of IT Administration

82

Quality of Features

81

Ease of Customization

80

Ease of Data Integration

80

Availability and Quality of Training

79

Vendor Support

78

Product Strategy and Rate of Improvement

78

Freshdesk Reviews

Daniel K.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2022

Customer service is fast and complete.

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

It is good for customer database management as well as a ticketing tool that helps to connect, solve and manage customer inquiries and complaints effectively.

What is your favorite aspect of this product?

Automations and ticket updates, it is linked to social channels, Possibility of creating templates, Labeling and alerting other team members, it is customizable, it offers the option to configure everything as best suits us.

What do you dislike most about this product?

the mobile experience is not so good, Editing a contact's name is a pain.

What recommendations would you give to someone considering this product?

Provides a personalized experience, especially when more than one support agent may serve a customer.

Pros

  • Reliable
  • Enables Productivity
  • Unique Features
  • Saves Time

Charlie B.

  • Role: Consultant
  • Industry: Consulting
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2022

A good support management option

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

When the pandemic struck, Freshdesk saved lives. The omnichannel enabled us to instantly support every one of our users even though we had hundreds of students learning remotely. With the Fresh Desk Omnichannel, we have the best seller customer support available. It handles all incoming requests from the phone, chat, and emails by converting them into tickets, then unifies ticket resolution across the board.

What is your favorite aspect of this product?

When properly configured, it is simple to use and doesn't require any coding expertise. I adore how adaptable the system is. Teams can be created, and tickets can be assigned based on teams. It sends automated emails when a key is opened, closed, etc., which is convenient. The user interface is straightforward to use. Freshdesk runs exclusively in the cloud. It is simple to incorporate into a website, for instance, to begin a chat with a customer support representative immediately.

What do you dislike most about this product?

Due to a lack of flexibility, some functions do not function as they should or do not provide a comprehensive solution to a problem. I don't like how it isn't current with a CS associate's most recent requirements. The way tickets are handled could be better, and the UI should be cleaner. There is no doubt that reporting has to be updated and improved.

What recommendations would you give to someone considering this product?

It integrates quickly with a unique domain to provide a consistent user experience. Can speak with clients about their problems without difficulty. The new UI is highly intuitive and straightforward to use. Multiple receivers may be added to receive tickets. When properly configured, it is simple to use and doesn't require any coding expertise.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Scarlett M.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2022

Best Customer query solution software

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

This Freshdesk application is a great way to track customer questions and share them with the right team. Our sales department uses Freshdesk to interact with customers via chat and support requests. Although the product is excellent and straightforward to integrate into a website, the current backend modifications could be more apparent.

What is your favorite aspect of this product?

Emails, calls, conversations, and anything else are all on one dashboard. Finally, the plugin we can add will allow us to integrate most things with Freshdesk, allowing you to personalize the report based on your needs. Freshdesk transforms customer emails into tickets, which can be divided into many categories. It has an excellent reporting function where you can see all the information about the keys assigned to Agents, their status, when they close, etc.

What do you dislike most about this product?

Freshworks decided to launch a new admin portal (with the domain freshworks.com rather than freshdesk.com), which currently lacks most of the features included in the previous exit. This causes a few issues because certain functionalities are only available in one portal or the other. Freshdesk has several restrictions that only Custom Apps may overcome.

What recommendations would you give to someone considering this product?

With the aid of this platform, we can continue our relationship with clients while also increasing efficiency. Sending customized or customized emails depending on client needs and tracking customer journeys are just some amazing things we can accomplish. It is an excellent resource for responding to and resolving client inquiries.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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