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
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
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
Hachi P.
- Role: Sales Marketing
- Industry: Other
- Involvement: End User of Application
Submitted Jan 2022
The amazing customer relationship platform
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
It is integrated with social media accounts like twitter and Facebook robustly so we can easily manage all these at one place, and it provides very easy setup. Its ticketing automation feature provide us better management of our company business workflows because we can create tickets in different ways. It also provides third party integration with other tools like MailChimp, skype, drop box etc. so we can use their platform as well to use it in better way.
What is your favorite aspect of this product?
The platform is overall a great support to our company business for customer support as we had enough number of clients to manage and this platform made easy to transfer, add information to any client. It is integrated with other online chats system so this feature is quite helpful. The analysis became easy for us now any time we can check any individual's result. This helped us a lot for upcoming leads.
What do you dislike most about this product?
A refresh to client-side portal is needed as it becomes clunky. There must be upload images option required rather than attach files. In this app assigning email to team members is remain hidden in inbox which causes duplicate works.
What recommendations would you give to someone considering this product?
we can learn from its provided tutorials if we have any problem using it. Highly recommended to everyone.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
