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
Joy P.
- Role: Operations
- Industry: Retail
- Involvement: End User of Application
Submitted Jul 2021
Saves time and increases productivity. Big time!!
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk best feature is the searching functionality. It allows to search in different modes and finds the results in a very quick easy, and almost 95% of the time, I'm able to find the results.
What is your favorite aspect of this product?
Favorite aspect would be the time management feature to set the start and stop time for each ticket on fresh desk.
What do you dislike most about this product?
Setting up templates sometimes creates extra spaces and formatting issues, which I would like to get fixed.
What recommendations would you give to someone considering this product?
Use the product for handling the emails and issues in priority level for your company. It delivers good results and can manage the emails in the most effective manner.
Pros
- Enables Productivity
- Saves Time
- Respectful
- Fair
Cons
- Under Delivered
Nicolas F.
- Role: C-Level
- Industry: Finance
- Involvement: IT Leader or Manager
Submitted Jul 2021
FreshDesk: The Perfect Tools For Customer Services
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
FreshDesk stands out with its user friendly platform and perfect ticketing systems. I have been using FreshDesk for years and it has proved vital when it comes to managing an increasing number of tickets and online queries as well as the ability to assign priority and do proper follow-ups.
What is your favorite aspect of this product?
The ticketing system via the CRM. It has increased our customer satisfaction rate by 33%, which is huge for our industry.
What do you dislike most about this product?
To be honest, I have no real dislike as such. A recommendation would be to provide additional integrations.
What recommendations would you give to someone considering this product?
As an IT professional, I would recommend without any hesitation. There is no steep learning curve, even for the non-IT persons. FreshDesk will definitely contribute in taking your organization to the next level and help meet your goals.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Efficient Service
Bapti N.
- Role: Student Academic
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Jul 2021
User-friendly,Cost Effective CRM service.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
I think Freshdesk is super user friendly and it provides almost all features for managing client services at a fair price.
What is your favorite aspect of this product?
I like the versatility of this product. I provides a AI supported chatbot and good prediction of the probable solution itself. Besides this service is super easy to create a automatic workflow with the channel and managing SLAs. Different features and language option make communication easier to the customer worldwide.
What do you dislike most about this product?
Sometimes there is no option adding some higher facility plan to my current plan. There is no record of data. Again many tools make it clumsy so that it becomes more time consuming. Auto logout option should be added and the authority should simplify the tool's easiness to view multiple tickets at the same time. The support teams delay to response sometimes.
What recommendations would you give to someone considering this product?
It's a good tool to use regarding the price. It provides almost all possible client communication options and has a variety of plans that is really admirable. Small business owners will be benefitted most using this services i think. It is user-friendly and management team can use it after having a simple training. So in all aspects it's cost effective.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity