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 AssistanceFreshdesk 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
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
Also Featured in...
Freshdesk Reviews
Peter G.
- Role: Operations
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Mar 2021
No 1in offering stable customer support services.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk allows users to offer customer support services through various channels from web, phone, email among others allowing diversity in serving customers.
What is your favorite aspect of this product?
The platform is easy to use and this ensures that our support agents are able to serve more customers at a time. Has helped us expand our customer base as we are able to offer stable support services allowing us to earn more revenue and grow our productivity.
What do you dislike most about this product?
Its excellent and we have not had any problems in using the software thus serve our customers efficiently.
What recommendations would you give to someone considering this product?
Freshdesk will transform the way you communicate with clients and it will improve your standing among your clients and expand your customer base.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Sanyam J.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2021
All in One Ticketing System
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Rapid Implementattion and easy to manage customers and clients.
What is your favorite aspect of this product?
Fast to learn.
What do you dislike most about this product?
Message categorization. Sometimes emails hit spam.
What recommendations would you give to someone considering this product?
Must use for CRM
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Effective Service
Abbey Grace M.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Mar 2021
Helps understand customer needs
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk has great features including multi-channel support like email, phone, chat, and social media. It has excellent information and advanced analytics that help understand customer needs. It integrates multiple communication channels, which allow having different communication options with the client. The customer support reports provide real-time data, which allows better decision-making.
What is your favorite aspect of this product?
Learning to use the software was quite easy, due to its friendly user interface. Freshdesk is very effective scenario automations and keyboard shortcuts. In addition, that you can have all our website, social networks and email communication in one place. Provides support satisfactorily meets all our demands and concerns.
What do you dislike most about this product?
They need to incorporate the option to cancel the sending of an email or to retract the sending of an incorrect email.
What recommendations would you give to someone considering this product?
This platform has features that allow the development of quality personalized customer service, easy to use and with tools that improve workflow. I recommend it.
Pros
- Reliable
- Trustworthy
- Caring
- Respectful