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Freshworks Inc.

Freshdesk

Composite Score

8.6 /10

CX Score

8.9 /10

72 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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2026 Emotional Footprint Champion

Latest Award, 2026

Contract Negotiation

Latest Award, 2026

2025 Data Quadrant Champion

2025

1 Top Rated Capabilities

1 Top Rated Features

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.

89 Likeliness to Recommend

1
Since last award

100 Plan to Renew

83 Satisfaction of Cost Relative to Value

2
Since last award

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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.

+95 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

3% Neutral

96% Positive

Pros

Reliable
Performance Enhancing
Enables Productivity
Friendly Negotiation

Feature Ratings

Average 83

Social Features

Role-Based Access

API Integration

Bulk Actions

Configurable Knowledge Repository

Multiple File Type Support

Workflow and Approval Management

Multi-Language Support

Version Control

Intelligent Search

AI Capabilities

Vendor Capability Ratings

Average 83

Quality of Features

Business Value Created

Ease of Customization

Ease of Data Integration

Ease of IT Administration

Ease of Implementation

Breadth of Features

Vendor Support

Availability and Quality of Training

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Also Featured in...

Customer Service - Enterprise

Score 8.7

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

Kate D.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Feb 2026

‎Centralized knowledge and smarter support

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

‎Freshdesk is capable of unifying an intuitive interface with robust knowledge management capabilities. It allows us to create, organize, and maintain a centralized knowledge base that integrates directly with customer support channels.

What is your favorite aspect of this product?

‎It empowers us through a well-organized knowledge base. Creating and updating articles is straightforward, and the AI-powered suggestions make it easier to maintain relevant content. I also like the robust search functionality, which allows me to find answers quickly, reducing repetitive queries for the support team.

What do you dislike most about this product?

‎One feature to dislike is that the content editing interface is overwhelming when formatting complex articles or embedding rich media.

What recommendations would you give to someone considering this product?

‎Freshdesk is perfect for a centralized, efficient knowledge base. Must use its analytics and integration with support channels to improve response times, reduce repetitive tickets, and empower your customers to find answers on their own.

Pros

Performance Enhancing
Efficient Service
Inspires Innovation
Saves Time

Joseph E.

Role: Industry Specific Role
Industry: Finance
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jun 2025

Freshdesk is user friendly

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

Its unique and flexible workflow

What is your favorite aspect of this product?

it has very relatable dashboards

What do you dislike most about this product?

I am unable to get reports on number of followups on tickets

What recommendations would you give to someone considering this product?

It is a good application, but you need to work with the right third party and ensure all the requirements are duly documented before implementation

Pros

Enables Productivity
Respectful
Reliable
Performance Enhancing

Cons

Charges for Enhancements
Slower Product Innovation
Vendor Friendly Policies

Ronson G.

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

Validated Review

Verified Reviewer

Submitted Nov 2024

Fantastic product! Go for it

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Amazing Service management tool for everyday use

What is your favorite aspect of this product?

Analytics are up to the mark

What do you dislike most about this product?

Nothing as of now. All are positive

What recommendations would you give to someone considering this product?

Go for it if you have too many requests to handle at one go

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Freshdesk

What is Freshdesk?

Company Details

Need Assistance?

Awards & Recognition

2026 Emotional Footprint Champion

2025 Data Quadrant Champion

2024 Data Quadrant Champion

2024 Emotional Footprint Champion

Freshdesk Ratings

89 Likeliness to Recommend

1 Since last award

100 Plan to Renew

83 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+95 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

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

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

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.

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

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

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

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

Multi-Language 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.

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

AI Capabilities Artificial intelligence to enhance knowledge management such as automatically tagging content, recognizing duplicate content, and suggesting relevant content.

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.

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

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

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.

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.

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.

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.

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

Kate D.

‎Centralized knowledge and smarter support

Likeliness to Recommend

Pros

Joseph E.

Freshdesk is user friendly

Likeliness to Recommend

Pros

Cons

Ronson G.

Fantastic product! Go for it

Likeliness to Recommend

Pros

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Feature Ratings

Social Features

Role-Based Access

API Integration

Bulk Actions

Configurable Knowledge Repository

Multiple File Type Support

Workflow and Approval Management

Multi-Language Support

Version Control

Intelligent Search

AI Capabilities

Vendor Capability Ratings

Quality of Features

Business Value Created

Ease of Customization

Ease of Data Integration

Ease of IT Administration

Ease of Implementation

Breadth of Features

Vendor Support

Availability and Quality of Training

Usability and Intuitiveness

Product Strategy and Rate of Improvement