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
Kendall K.
- Role: C-Level
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Aug 2021
It works very well for our needs.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Sold to us as a package with chat, Helpdesk and knowledge base, without getting separately charged for each feature.
What is your favorite aspect of this product?
Ease of use; mobile app.
What do you dislike most about this product?
Inflexibility in billing.
What recommendations would you give to someone considering this product?
Make sure you know whether you want monthly or yearly agreement before jumping in.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Cons
- Vendor's Interest First
Parimita G.
- Role: Sales Marketing
- Industry: Transportation
- Involvement: End User of Application
Submitted Aug 2021
Awesome Customer Support tool for us
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Free plan with unlimited agents Integration with social media platforms for importing queries Notify over mail and remind on high priority label tickets Gives warning before reaching TAT period of tickets. Great customer support. Bulk of features with justified pricing.
What is your favorite aspect of this product?
It is a tool to convert your customer queries to tickets tom resolve easily. You can integrate with your social media platforms to import queries and convert them to tickets. It will notify support team ticket type and priority label. It also detects keywords from tickets and assign to dedicated support team for faster resolution. If you have skipped any ticket and it is going to cross TAT period it will give you notification over dashboard and mail. Customers able to raise tickets with required details and you can reply to them directly on tickets. Customers can also attach image to tickets for better clarification on issues.
What do you dislike most about this product?
No hate to this tool as it has helped us a lot in our business.
What recommendations would you give to someone considering this product?
Confirm recommendation as it is budget friendly tool for small and medium businesses. If you are new and can't spend much then you can go with free plan with limited features which are also benefited to all. It has quality customer support where staffs talk as friendly and solves your issues with this tool.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Elias H.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Jul 2021
Easy implementation, easy workflow administration
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
After trying some of the most popular Customer Service help-desk, we decided to stay with Freshdesk due to its simplicity, integration was 1% of the time we used to work with their competitors, any person can integrate Freshdesk, no matter the level of knowledge on the matter. Another decisive point for us was the quality of their support, fast and focused on quick solutions, these guys are always ready to help and fix your problems.
What is your favorite aspect of this product?
The simplicity
What do you dislike most about this product?
it lacks of analytics, although the reports are still good.
What recommendations would you give to someone considering this product?
If you are new into using helpdeks for your customer team, and you have never try integrating your customer emails with your support emails, Freshdesk is the easiest among them all. Trying some of their competitors really consumed my time when trying to control what/how/when auto answers were sent, customize the answer etc. To most of my clients the other Helpdesk option were not good to them either. When using Freshdesk, my clients hardly understand I'm using a third party to get their emails, they receive every email (ticket) as a direct contact email to email, less robot, closer & simpler relationship and comunications.
Pros
- Trustworthy
- Effective Service
- Respectful
- Fair
