Freshdesk
8.4 /10

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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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.

85 Likeliness to Recommend

95 Plan to Renew

2
Since last award

83 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+81 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
5% Neutral
87% Positive

Pros

  • Respectful
  • Enables Productivity
  • Efficient Service
  • Reliable

Feature Ratings

Average 80

Customer Self Service Capabilities

83

Agent Collaboration

83

Multi Channel Support

80

Agent Scripting

80

Contact Center Integration

80

Customer Service Knowledge Management

80

Customer Community Management

79

Customer Service Workflow Management

79

Analytics and Reporting

78

Intelligent Search

77

Mobile Customer Care

76

Vendor Capability Ratings

Average 80

Ease of Implementation

83

Business Value Created

82

Breadth of Features

82

Usability and Intuitiveness

82

Ease of IT Administration

81

Quality of Features

80

Ease of Data Integration

79

Ease of Customization

78

Vendor Support

78

Availability and Quality of Training

78

Product Strategy and Rate of Improvement

75

Freshdesk Reviews

Lars N.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jun 2024

Excellent experience with Freshdesk.

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

When it comes to tailoring the platform to our unique requirements, Freshdesk outperforms its competitors. Agents can offer customers the best solutions with less effort by using ticket templates. Facilitates smooth ticket tracking and saves time. Since Freshdesk is a cloud-based solution, there are no hardware deployment requirements to budget for.

What is your favorite aspect of this product?

Freshdesk is an amazing platform for customer service. It has allowed us to manage customer service requests quickly and efficiently. We have been able to easily customize the platform to meet our specific needs and it provides us with multi-channel support when we interact with customers through various channels such as chat, email, phone and other social media platforms.

What do you dislike most about this product?

We must check the spelling of our work accurately because it does not do it for us.

What recommendations would you give to someone considering this product?

Freshdesk is an affordable and expandable customer support solution that is ideal for small and medium-sized companies or organizations. Its user-friendly interface makes it very simple to set up. Multi-channel support is provided when your company interacts with customers over a variety of channels, including chat, email, the phone, and more social media platforms.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

James W.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Apr 2024

Reliable support program for your company

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Since our organization deals with continuous customer service, it has proven to be an invaluable tool. That is, we use Freshdesk to transparently and accurately track contact with our customers through tickets that become help for us.

What is your favorite aspect of this product?

Freshdesk's interface is very fluid, so I have no problem navigating it. Not only is it easy to reassign tags, but I can tag very easily, which is something I had been looking for for a long time. On the other hand, I'm very good at entries. Its functionalities allow us to establish a contact channel and resolve issues with a complete record.

What do you dislike most about this product?

Frankly, I don't know what else I can say about the program; if only the search filters could be refined to make the process easier and faster.

What recommendations would you give to someone considering this product?

I would recommend it for companies that insist on providing a premium service, it is an ideal solution for managing tickets. Your company can benefit from an in-house help desk that allows for more serious and unbiased interactions with customers.

Pros

  • Continually Improving Product
  • Reliable
  • Enables Productivity
  • Trustworthy

Gregory C.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

A fantastic ticket management tool is Freshdesk

Likeliness to Recommend

8 /10

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