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.
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Real user data aggregated to summarize the product performance and customer experience.
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91 Likeliness to Recommend
100 Plan to Renew
88 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
+92 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
- Reliable
- Enables Productivity
- Performance Enhancing
- Friendly Negotiation
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
Social Features
Workflow and Approval Management
Configurable Knowledge Repository
Intelligent Search
Bulk Actions
AI Capabilities
Role-Based Access
Multi-Language Support
API Integration
Reporting and Analytics
Multiple File Type Support
Vendor Capability Ratings
Quality of Features
Breadth of Features
Ease of Customization
Ease of IT Administration
Ease of Implementation
Ease of Data Integration
Business Value Created
Usability and Intuitiveness
Availability and Quality of Training
Vendor Support
Product Strategy and Rate of Improvement
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Freshdesk Reviews
Alain M.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jul 2021
The best platform for organizing documentation
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
The intelligent search when it comes to the knowledge management system really made the difference. While we could list documentation on our own website, by using FreshDesk we took this to a whole new level, while integrating at the same time to our customer support platform.
What is your favorite aspect of this product?
We could provide a more detailed assistance thanks to the knowledge management system. At the same time, we managed to reduce time spent on support tickets. The reporting and analytics features were also really helpful.
What do you dislike most about this product?
The Multilingual Knowledge Base features are only available as from the Garden package. I believe that this should be a feature available at all levels.
What recommendations would you give to someone considering this product?
FreshDesk is really one of the best tools I've used when it comes to customer support. I can say that it really steered our organization in the right direction, automating a lot of uninteresting tasks. I recommend.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Haradhan D.
- Role: Information Technology
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted May 2021
Freshdesk is best chat base support system i use
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Data responses with easy UI smooth clicks. Getting a new client onboard is quick and learning the product is as easy since all options and modules are self-explanatory it's so cool process. Freshdesk makes our daily tasks easier and more efficient. The fact that we can keep track of your report and tickets efficiently with this powerful system makes our job easier. All those points are different from Freshdesk from another similar service provider.
What is your favorite aspect of this product?
Nice a simple interface, which makes it quick and easy to answer support tickets. The app generally works quite well as well. And then it's the best thing about Desktop is its amazing features to organize the work. It helps us too much for categorizing the tickets based on urgent tasks, which helps us to deal easily with the most important clients. Our team can easily track any particular customers and through a ticketing system, I can easily assist them.
What do you dislike most about this product?
Freshdesk lacks many important features that include collaboration with other social platforms and this is a major issue as I have to switch to another system for responding to my customers’ from my other channels for this single issue I dislike Freshdesk. But it's overall a great system.
What recommendations would you give to someone considering this product?
Freshdesk is suitable for companies that shouldn't be too variable and harder to configure/manage for successful practice and is convenient to use! It would have the opportunity of being operated by the provider because it is a Web-based Cloud solution so that no systems manager is needed to run and manage this scheme on the database. For all those reasons you can, you can choose it for your organization.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Glenn S.
- Role: Information Technology
- Industry: Banking
- Involvement: IT Leader or Manager
Submitted Apr 2021
Great product!
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Pricing model and the combined solutions it offers
What is your favorite aspect of this product?
Its easily administrative and has a wide range of integrations
What do you dislike most about this product?
Needs a drag and drop and a better email notification process
What recommendations would you give to someone considering this product?
Its a great helpdesk tool. Priced right for smaller budgets
Pros
- Performance Enhancing
- Unique Features
- Efficient Service
- Effective Service
