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Freshworks Inc.

Freshdesk

Composite Score

8.3 /10

CX Score

8.6 /10

63 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 Knowledge Management category

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2025 Data Quadrant Champion

Latest Award, 2025

1 Top Rated Capabilities

1 Top Rated Features

Latest Award, 2025

Product Impact

2025

2024 Data Quadrant Champion

2024

2 Top Rated Capabilities

0 Top Rated Features

2024

2024 Emotional Footprint Champion

2024

Product Impact

2024

1 Top Rated Capabilities

2 Top Rated Features

2023

2 Top Rated Capabilities

4 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.

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.

90 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

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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.

+94 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?

1% Negative

4% Neutral

95% Positive

Pros

Reliable
Enables Productivity
Performance Enhancing
Effective Service

Feature Ratings

Average 84

Configurable Knowledge Repository

Role-Based Access

Social Features

Intelligent Search

Bulk Actions

Workflow and Approval Management

API Integration

Multi-Language Support

Multiple File Type Support

Version Control

Cataloging

Vendor Capability Ratings

Average 84

Quality of Features

Business Value Created

Breadth of Features

Ease of IT Administration

Ease of Customization

Ease of Implementation

Ease of Data Integration

Availability and Quality of Training

Usability and Intuitiveness

Vendor Support

Product Strategy and Rate of Improvement

Also Featured in...

Customer Service - Enterprise

Score 8.7

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Field Service Management

Score 8.2

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

Freshdesk Reviews

Lisa G.

Role: Finance
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2025

An Advanced AI-driven Solution

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Freshdesk is a cloud-based customer support platform that integrates a roc=bust knowledge management system. This feature empowers us to create, manage, and share information by balancing both internal knowledge sharing among support agents and customer self-service. It offers a structured format to generate, disseminate, and archive knowledge articles. This helps us to build a comprehensive knowledge base according to our wants.

What is your favorite aspect of this product?

The way it is giving services is amazing. I really like its interface and given features. Freshdesk supports multiple languages, allowing us to serve our international customers and maintain our credibility. It automatically translates articles, so we do not have to manually create versions in different languages. With the help of its AI features, it automatically suggests relevant articles for both agents and customers. It also forecasts what customers are searching for and surfaces answers.

What do you dislike most about this product?

Freshdesk provides AI-suggested articles but does not provide deep engagement analytics. No heat maps or user journey tracking is available to track user journeys to see which sections of an article are most helpful. It causes difficulty in solving the actual problems of customers.

What recommendations would you give to someone considering this product?

To maximize its usability, one is suggested to structure its knowledge base. A well-organized knowledge base improves self-service rates and reduces ticket load. Freshdesk’s built-in features are helpful, but some areas are limited, so for advanced integration, integrate with external powerful platforms.

Pros

Helps Innovate
Effective Service
Inspires Innovation
Caring

Delight Ijeoma N.

Role: Sales Marketing
Industry: Retail
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2025

A Solid Choice for Customer Engagement.

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Unlike some competitors, Freshdesk integrates multiple channels like email, chat, social media, and phone into one platform.

What is your favorite aspect of this product?

Its AI assistant, Freddy, helps automate ticket responses, routing, and analytics, reducing manual work.

What do you dislike most about this product?

The system can sometimes lag, especially when handling a high volume of tickets.

What recommendations would you give to someone considering this product?

If you require advanced reporting, automation, or AI features, be prepared for higher-tier plans.

Pros

Unique Features
Efficient Service
Saves Time
Fair

Idrissa L.

Role: Human Resources
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Dec 2024

Simplifying Employee Support

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

Employees can submit HR-related queries through email, chat, or the portal, and everything is tracked in one place. For HR, this centralization is a dream when it comes to addressing payroll issues, benefits queries, or onboarding hiccups

What is your favorite aspect of this product?

Queries about payroll go straight to the finance team, while benefits-related questions are assigned to HR.

What do you dislike most about this product?

While it’s great for tracking ticket resolution times, it doesn’t provide much insight into recurring issues or trends, which would be valuable for proactive HR planning.

What recommendations would you give to someone considering this product?

Up to now, it’s all been positives about Freshdesk, so it’s almost certain that I recommend it.

Pros

Helps Innovate
Trustworthy
Fair
Generous Negotitation

Freshdesk

What is Freshdesk?

Company Details

Need Assistance?

Awards & Recognition

2025 Data Quadrant Champion

2024 Data Quadrant Champion

2024 Emotional Footprint Champion

Freshdesk Ratings

90 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+94 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

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

Social Features Social features allow knowledge users to like, rate, comment, or tag knowledge content.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

Bulk Actions Allows users to import and export multiple articles at a time, make updates and changes to multiple categories, properties, or articles simultaneously.

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

API Integration API integrations with enterprise apps e.g. collaboration/communication tools, CRM, ECM, and existing knowledge sources allow access to content in multiple ways.

Multi-Language Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Version Control Tracking of document versions with each iteration of document changes.

Cataloging Ability to organize documents and data based on similar tags, keywords and groupings.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

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.

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.

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.

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.

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.

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

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.

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.

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.

Also Featured in...

Customer Service - Enterprise

Field Service Management

Freshdesk Reviews

Lisa G.

An Advanced AI-driven Solution

Likeliness to Recommend

Pros

Delight Ijeoma N.

A Solid Choice for Customer Engagement.

Likeliness to Recommend

Pros

Idrissa L.

Simplifying Employee Support

Likeliness to Recommend

Pros

Most Popular Freshdesk Comparisons

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Zendesk for Service

Guru

KnowledgeOwl

Feature Ratings

Configurable Knowledge Repository

Role-Based Access

Social Features

Intelligent Search

Bulk Actions

Workflow and Approval Management

API Integration

Multi-Language Support

Multiple File Type Support

Version Control

Cataloging

Vendor Capability Ratings

Quality of Features

Business Value Created

Breadth of Features

Ease of IT Administration

Ease of Customization

Ease of Implementation

Ease of Data Integration

Availability and Quality of Training

Usability and Intuitiveness

Vendor Support

Product Strategy and Rate of Improvement