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
Gregory C.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Mar 2024
A fantastic ticket management tool is Freshdesk
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
With automation and streamlined ticket management from Freshdesk, we can overcome our customer service challenges. Thanks to this, our team is now more efficient, response times are shorter and customer satisfaction is higher. Additionally, the reporting tools offered by Freshdesk provide important data that can be used to improve our support operations.
What is your favorite aspect of this product?
It is very useful to have all the requests from the entire company consolidated into one system. We have certain team members who handle these requests and it is very easy to pick up or transfer work.
What do you dislike most about this product?
Mainly the price, Each full-time agent requires their own license, while infrequent users will need to purchase a one-day ticket. In my opinion, Fresh's choice to charge for the co-pilot role is also wrong, especially since it is open to everyone.
What recommendations would you give to someone considering this product?
Incredibly easy to use and productive; Team members can collaborate in real time and requests can be categorized and organized into lists quickly and easily.
Pros
- Helps Innovate
- Enables Productivity
- Efficient Service
- Inspires Innovation
Miguel N.
- Role: Information Technology
- Industry: Consulting
- Involvement: IT Leader or Manager
Submitted Mar 2024
Alot of features with a very good pricepont
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Ease of use, steady product updates, innovation, adaptability
What is your favorite aspect of this product?
how deep you can go with the customizations.
What do you dislike most about this product?
sometimes vendor support is slow at best, no clear SLA to customers
What recommendations would you give to someone considering this product?
buy it trough a partner with great support reviews
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Cons
- Wastes Time
Zulfan H.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Feb 2024
Great ticketing system with fraction of the cost
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
The features is very similar with other highly cost ticketing system, but it is giving it with a fraction of the cost
What is your favorite aspect of this product?
The mobile applications and a transparent ITIL workflow in the ticket's flow
What do you dislike most about this product?
We have to pay another different scheme for asset management system, which virtually is side by side with incident management
What recommendations would you give to someone considering this product?
After deep research, I believe this tool can compete with other tools that are there, but with a cheaper cost
Pros
- Efficient Service
- Respectful
- Helps Innovate
- Continually Improving Product