Freshworks

Freshdesk

8.5 /10

127 Reviews Write a Review

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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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2023 Emotional Footprint Champion

Latest Award, 2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation

Latest Award, 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.

85 Likeliness to Recommend

2
Since last award

97 Plan to Renew

2
Since last award

83 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

+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?

7% Negative

5% Neutral

88% Positive

Pros

Respectful
Enables Productivity
Efficient Service
Reliable

Feature Ratings

Average 81

Agent Collaboration

Customer Self Service Capabilities

Multi Channel Support

Customer Service Knowledge Management

Contact Center Integration

Agent Scripting

Customer Service Workflow Management

Customer Community Management

Analytics and Reporting

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Average 81

Ease of IT Administration

Ease of Customization

Business Value Created

Ease of Implementation

Availability and Quality of Training

Usability and Intuitiveness

Ease of Data Integration

Quality of Features

Breadth of Features

Product Strategy and Rate of Improvement

Vendor Support

Also Featured in...

Knowledge Management

Score 8.5

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

Field Service Management

Score 7.9

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

Freshdesk Reviews

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

Miguel N.

Role: Information Technology
Industry: Consulting
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2024

Alot of features with a very good pricepont

Likeliness to Recommend

10 /10

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

Freshdesk

What is Freshdesk?

Company Details

Need Assistance?

Awards & Recognition

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Data Quadrant Gold Medalist

Freshdesk Ratings

85 Likeliness to Recommend

2 Since last award

97 Plan to Renew

2 Since last award

83 Satisfaction of Cost Relative to Value

2 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

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

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

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.

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

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

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

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

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.

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.

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.

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

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.

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.

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.

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.

Also Featured in...

Knowledge Management

Field Service Management

Freshdesk Reviews

James W.

Reliable support program for your company

Likeliness to Recommend

Pros

Gregory C.

A fantastic ticket management tool is Freshdesk

Likeliness to Recommend

Pros

Miguel N.

Alot of features with a very good pricepont

Likeliness to Recommend

Pros

Cons

2
Since last award

2
Since last award

2
Since last award

Feature Ratings

Agent Collaboration

Customer Self Service Capabilities

Multi Channel Support

Customer Service Knowledge Management

Contact Center Integration

Agent Scripting

Customer Service Workflow Management

Customer Community Management

Analytics and Reporting

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Ease of IT Administration

Ease of Customization

Business Value Created

Ease of Implementation

Availability and Quality of Training

Usability and Intuitiveness

Ease of Data Integration

Quality of Features

Breadth of Features

Product Strategy and Rate of Improvement

Vendor Support