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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85 Likeliness to Recommend
97 Plan to Renew
83 Satisfaction of Cost Relative to Value
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?
Pros
- Respectful
- Enables Productivity
- Efficient Service
- Reliable
Emotional Footprint
How to Read
Positive
Neutral
Negative
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
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 Implementation
Business Value Created
Usability and Intuitiveness
Breadth of Features
Ease of IT Administration
Quality of Features
Ease of Data Integration
Ease of Customization
Vendor Support
Availability and Quality of Training
Product Strategy and Rate of Improvement
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Freshdesk Reviews
arvind j.
- Role: Sales Marketing
- Industry: Healthcare
- Involvement: Business Leader or Manager
Submitted Aug 2023
Freshdesk: Your All-in-One Support Solution.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
What sets Freshdesk apart is its seamless integration of various communication channels into a unified platform. This multichannel support ensures we can respond to customer inquiries from different sources efficiently. The automation and AI features simplify our workflow, allowing us to prioritize and assign tickets intelligently. Also, the customizable ticket fields provide a tailored approach to handling customer issues.
What is your favorite aspect of this product?
Personally, my favorite aspect is the robust knowledge base. It empowers customers to find solutions independently, reducing the number of support tickets. This not only saves time but also enhances customer satisfaction by providing them with the resources they need.
What do you dislike most about this product?
One thing I find less appealing is the pricing structure. While Freshdesk offers valuable features, the pricing plans can be a bit steep for small businesses. More flexible pricing options or tiered plans catering to different business sizes would be beneficial.
What recommendations would you give to someone considering this product?
For anyone considering Freshdesk, I'd suggest taking advantage of its automation and customization capabilities. Setting up workflows and automations based on your business needs can significantly boost efficiency. Additionally, explore the reporting and analytics features to gain insights into your support performance and identify areas for improvement. However, keep an eye on the pricing plans to ensure they align with your budget and business scale.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Waleed K.
- Role: Sales Marketing
- Industry: Media
- Involvement: Business Leader or Manager
Submitted Aug 2023
Efficient and User-Friendly Help Desk Solution
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk stands out with its intuitive interface, multi-channel support, customization options, extensive integrations, robust analytics, and scalability, making it a comprehensive and efficient help desk solution.
What is your favorite aspect of this product?
The standout aspects of Freshdesk is its user-friendly interface and ease of use. The intuitive design makes it simple for both agents and customers to navigate and interact with the platform, enhancing the overall support experience.
What do you dislike most about this product?
Freshdesk include occasional glitches or technical issues, limited customization options for certain features, and potential challenges with customer support response times.
What recommendations would you give to someone considering this product?
Review Freshdesk's pricing plans and understand the costs associated with the features you need. Ensure that the pricing aligns with your budget and the value you expect to gain from the product.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Donna C.
- Role: Operations
- Industry: Other
- Involvement: End User of Application
Submitted Jul 2023
Many features, some difficult to implement
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk offers both immediate messaging and the ability to run reports and share with team members.
What is your favorite aspect of this product?
The ease of assigning tickets to team members to ensure all tickets are answered in a timely manner.
What do you dislike most about this product?
Once a ticket is escalated, it is difficult to locate it again.
What recommendations would you give to someone considering this product?
This product offers many valuable features that can be customized to your individual business needs. You can use as many or as little as needed to be more productive and work more efficiently.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity