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
Alain M.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jul 2021
The best platform for organizing documentation
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
The intelligent search when it comes to the knowledge management system really made the difference. While we could list documentation on our own website, by using FreshDesk we took this to a whole new level, while integrating at the same time to our customer support platform.
What is your favorite aspect of this product?
We could provide a more detailed assistance thanks to the knowledge management system. At the same time, we managed to reduce time spent on support tickets. The reporting and analytics features were also really helpful.
What do you dislike most about this product?
The Multilingual Knowledge Base features are only available as from the Garden package. I believe that this should be a feature available at all levels.
What recommendations would you give to someone considering this product?
FreshDesk is really one of the best tools I've used when it comes to customer support. I can say that it really steered our organization in the right direction, automating a lot of uninteresting tasks. I recommend.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Niall K.
- Role: Finance
- Industry: Other
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2021
Flexible feature rich product suited to all levels
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
It's ability to adapt to such a wide and varied array of requirements.
What is your favorite aspect of this product?
The customisations and automations have made our jobs 10x easier.
What do you dislike most about this product?
Some additional form customisation features would be useful for our needs.
What recommendations would you give to someone considering this product?
Get to grips with the automations first. You can save huge chunks of your time here.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Tatyjána M.
- Role: C-Level
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Jul 2021
Easy to use and must have!
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Intuitive design of the product makes it possible to use in an instant both for the supporting team members and for the customers. We usually provide our customers with a documentation “how to” – but even without checking it – all contacts are able to efficiently use the system through portal or via email integration without any difficulty. At our company we did used another ticketing system before FreshDesk and we have multiple complaints regarding the system from our Customer’s side – but with FreshDesk everything is efficient and smooth.
What is your favorite aspect of this product?
FreshDesk provides transparency and strong control possibility for our team leaders. Multiple reporting and export options and features as “Add yourself as a watcher to a ticket” makes sure that you never miss any important information regarding what is going on in your supporting or project team.
What do you dislike most about this product?
I still have an issue with setting the appropriate date range when exporting tickets for a multiple month range – in order to set up starting date you need to navigate in calendar manually.
What recommendations would you give to someone considering this product?
I would definitely recommend FreshDesk. I did implement the product within a few weeks and all of our customers started to use FreshDesk without any issues or difficulties.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing