This content is currently locked.

Your current McLean & Company subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-877-281-0480 (US/CAN) or
+1-703-544-9513 (International)

Freshworks

Freshdesk

Composite Score

8.5 /10

CX Score

8.7 /10

141 Reviews Write a Review

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 Assistance

Awards & Recognition

Freshdesk won the following awards in the Customer Service - Enterprise category

Filter By

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation

2023

2023 Data Quadrant Gold Medalist

2023

9 Top Rated Capabilities

7 Top Rated Features

2023

2022 Data Quadrant Gold Medalist

2022

8 Top Rated Capabilities

5 Top Rated Features

2022

Freshdesk 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

{y}

{name}

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?

8% Negative

6% Neutral

86% Positive

Pros

Respectful
Enables Productivity
Reliable
Performance Enhancing

Feature Ratings

Average 81

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

Average 81

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...

Knowledge Management

Translation missing: en.product_page.ratings.score 8.4

View Freshdesk in this category (opens in a new tab)

Field Service Management

Translation missing: en.product_page.ratings.score 7.7

View Freshdesk in this category (opens in a new tab)

Freshdesk Reviews

Jeng T.

Role: Operations
Industry: Other
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jul 2021

Reliable and effective!

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Easy to use, reliable and boosts effectivity!

What is your favorite aspect of this product?

That I get to work on tasks with my colleges easily.

What do you dislike most about this product?

Slow feeding through of signatures.

What recommendations would you give to someone considering this product?

Just make the system faster but overall, what a great product!

Pros

Reliable
Trustworthy
Unique Features
Efficient Service

Joy P.

Role: Operations
Industry: Retail
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2021

Saves time and increases productivity. Big time!!

Likeliness to Recommend

7 /10

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

Simisara J.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2021

Good customer support tool to raise tickets

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Never tried other customer service platform

What is your favorite aspect of this product?

Ability to add representatives to tickets Levels of hierarchy and accessibility can be defined Customer gets update on the status of the raised ticket Can integrate easily with company website

What do you dislike most about this product?

Creating customized reports needs technical knowledge

What recommendations would you give to someone considering this product?

Good as a customer service platform for raising tickets by any customer

Pros

Performance Enhancing
Caring
Saves Time
Client Friendly Policies

How We Deliver

Freshdesk

What is Freshdesk?

Company Details

Need Assistance?

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Data Quadrant Gold Medalist

Freshdesk Ratings

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

+83 Net Emotional Footprint

How much do users love Freshdesk?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Customer Community Management Creation and management of branded and focussed user communities.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Also Featured in...

Knowledge Management

Field Service Management

Freshdesk Reviews

Jeng T.

Reliable and effective!

Likeliness to Recommend

Pros

Joy P.

Saves time and increases productivity. Big time!!

Likeliness to Recommend

Pros

Cons

Simisara J.

Good customer support tool to raise tickets

Likeliness to Recommend

Pros

Most Popular Freshdesk Comparisons

HubSpot Service Hub

Zendesk for Service

Salesforce Service Cloud

Microsoft Dynamics 365 for Customer Service

Zoho Desk

Oracle Service

Title

1
Since last award

1
Since last award

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