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Freshworks Inc.

Freshdesk

Composite Score

8.6 /10

CX Score

8.9 /10

67 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.

+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
Enables Productivity
Performance Enhancing
Effective Service

Feature Ratings

Average 84

Workflow and Approval Management

Role-Based Access

Social Features

Configurable Knowledge Repository

Bulk Actions

API Integration

Intelligent Search

Multi-Language Support

Multiple File Type Support

AI Capabilities

Rich Text Editor

Vendor Capability Ratings

Average 84

Business Value Created

Quality of Features

Breadth of Features

Ease of IT Administration

Ease of Customization

Availability and Quality of Training

Ease of Implementation

Ease of Data Integration

Vendor Support

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

Agatha A.

Role: Operations
Industry: Recreation
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Sep 2024

Better than other tools

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

It is easier to understand and has the explainer videos to follow for setup and depolyments

What is your favorite aspect of this product?

Has maximum templates for email tickets triggers and auto responses and the cost is fair enough

What do you dislike most about this product?

Customer care are too slow to respond to technical questions often

What recommendations would you give to someone considering this product?

I would recommend the solution because it is faster

Pros

Continually Improving Product
Unique Features
Efficient Service
Effective Service

Lucia M.

Role: Industry Specific Role
Industry: Food and Beverage
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2024

Amazing Customer Service Features

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

When it comes to customer service, Freshdesk presents leading features and comes at an amazing cost too.

What is your favorite aspect of this product?

Handling customer service is simplified with Freshdesk. It also offers helpful knowledge management features.

What do you dislike most about this product?

All features of Freshdesk have not disappointed.

What recommendations would you give to someone considering this product?

This is an amazing customer service solution and most businesses with benefit from it's many Capabilities. I recommend it.

Pros

Continually Improving Product
Trustworthy
Unique Features
Efficient Service

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

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

+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

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

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.

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

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

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.

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

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.

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

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

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

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.

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.

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.

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.

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.

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.

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

Agatha A.

Better than other tools

Likeliness to Recommend

Pros

Lucia M.

Amazing Customer Service Features

Likeliness to Recommend

Pros

Kate D.

‎Centralized knowledge and smarter support

Likeliness to Recommend

Pros

Most Popular Freshdesk Comparisons

Confluence

HubSpot Service Hub

Zoho Desk

Zendesk for Service

Guru

KnowledgeOwl

Feature Ratings

Workflow and Approval Management

Role-Based Access

Social Features

Configurable Knowledge Repository

Bulk Actions

API Integration

Intelligent Search

Multi-Language Support

Multiple File Type Support

AI Capabilities

Rich Text Editor

Vendor Capability Ratings

Business Value Created

Quality of Features

Breadth of Features

Ease of IT Administration

Ease of Customization

Availability and Quality of Training

Ease of Implementation

Ease of Data Integration

Vendor Support

Usability and Intuitiveness

Product Strategy and Rate of Improvement