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Freshworks

Freshdesk

Composite Score

8.5 /10

CX Score

8.6 /10

137 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

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Awards & Recognition

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

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2024 Data Quadrant Gold Medalist

Latest Award, 2024

9 Top Rated Capabilities

7 Top Rated Features

Latest Award, 2024

2023 Emotional Footprint Champion

2023

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

1
Since last award

94 Plan to Renew

3
Since last award

84 Satisfaction of Cost Relative to Value

1
Since last award

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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?

8% Negative

7% Neutral

85% Positive

Pros

Respectful
Enables Productivity
Reliable
Performance Enhancing

Feature Ratings

Average 80

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

Average 80

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

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Field Service Management

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Freshdesk Reviews

Gina C.

Role: Sales Marketing
Industry: Healthcare
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted May 2021

Cloud-based help desk solution that is reliable

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Automation of client communication formatted just how you want it.

What is your favorite aspect of this product?

Ability to receive feedback based off the service provided allows to find areas of improvement.

What do you dislike most about this product?

As for the management of QR codes, Freshdesk does not have any reading tool, which would undoubtedly benefit the access to our data on the web.

What recommendations would you give to someone considering this product?

Freshdesk works very well for many types of organizations and environments, as long as you need some sort of ticketing or communication tracking system. With the many different plans available, one should fit most use cases.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Theresa S.

Role: Industry Specific Role
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2021

Great product

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Freshdesk is great product for ensuring that there is great customer support platform.

What is your favorite aspect of this product?

Freshdesk gives us great support in ensuring that of our clients are always happy of our services. Our team members are able to collaborate effectively with our customers which has lead to teamwork and faster growth of our company.

What do you dislike most about this product?

I have not disliked anything to do with this great product

What recommendations would you give to someone considering this product?

I like the capability of this product to ensure that our customers go hand in hand with our team members.

Pros

Unique Features
Caring
Saves Time
Client Friendly Policies

Judith P.

Role: Industry Specific Role
Industry: Other
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2021

Fantastic customer service management platform

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

This is one of the main pillar in enabling us serve our customers better.

What is your favorite aspect of this product?

I like the product as it gives us great platform for giving our services to our potential clients. Customers are able to give their proposal and request what they like through self service portal.

What do you dislike most about this product?

This product has been giving out excellent services since we deployed it in our company.

What recommendations would you give to someone considering this product?

For great customer service and relationship I highly recommend Freshdesk.

Pros

Reliable
Unique Features
Caring
Client's Interest First

How We Deliver

Freshdesk

What is Freshdesk?

Company Details

Need Assistance?

Awards & Recognition

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

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

+82 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 among 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.

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.

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

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

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

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

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

Gina C.

Cloud-based help desk solution that is reliable

Likeliness to Recommend

Pros

Theresa S.

Great product

Likeliness to Recommend

Pros

Judith P.

Fantastic customer service management platform

Likeliness to Recommend

Pros

Title

1
Since last award

3
Since last award

1
Since last award

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