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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceFreshdesk 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.
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
Also Featured in...
Freshdesk Reviews
Arnold P.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Nov 2024
The automation your team needs.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk has a friendly interface that facilitates rapid adoption by our teams. Enables automation of repetitive tasks, ticket prioritization, and knowledge base article suggestions, improving efficiency. It also integrates and manages all communications from different channels (email, phone, chat, social media) on a single platform, providing a consistent customer experience.
What is your favorite aspect of this product?
What I like most are Freshdesk's customization and automation capabilities. The ability to create predefined responses and automate workflows makes it easy to handle high volumes of inquiries without sacrificing quality of customer service. This, in turn, frees up time for our teams to focus on proactive customer acquisition and retention strategies.
What do you dislike most about this product?
Setting up different roles and permissions isn't always simple, so it may require extra effort to ensure that each agent only sees what they need.
What recommendations would you give to someone considering this product?
Freshdesk transforms the approach to customer service. Its intuitive interface and extensive automation capabilities have significantly improved our operational efficiency. I recommend him to any company looking to improve their performance and customer satisfaction.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Lucia M.
- Role: Industry Specific Role
- Industry: Food and Beverage
- Involvement: End User of Application
Submitted Sep 2024
Amazing Customer Service Features
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
When it comes to customer service, Freshdesk presents leading features and comes at an amazing cost too.
What is your favorite aspect of this product?
Handling customer service is simplified with Freshdesk. It also offers helpful knowledge management features.
What do you dislike most about this product?
All features of Freshdesk have not disappointed.
What recommendations would you give to someone considering this product?
This is an amazing customer service solution and most businesses with benefit from it's many Capabilities. I recommend it.
Pros
- Continually Improving Product
- Trustworthy
- Unique Features
- Efficient Service
Sukesh H.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Aug 2024
Good omni-channel support tool - Freshdesk
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
The interface is user friendly and the setup can be done quickly. Since its an omnichannel support tool the easy setup makes it a solid solution.
What is your favorite aspect of this product?
Multi-channel support - All channels (phone, chat, email support) can be handled from a single place.
What do you dislike most about this product?
Poor customer support
What recommendations would you give to someone considering this product?
Test all the integrations you need before implementing Freshdesk. Leverage the trial to test as well.
Pros
- Continually Improving Product
- Enables Productivity
- Helps Innovate
- Reliable
Cons
- Less Efficient Service
- Less Caring
- Wastes Time
