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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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
Multiple File Type Support
Reporting and Analytics
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
Michelle H.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jun 2023
Easy and simple to use
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk was one of the very first of softwares for implementation and teams that I tried with calibration and it was a very simple strategic approach to the many different softwares and companies that are out on the market today
What is your favorite aspect of this product?
It's still very simple strategic approach I like the forums,kbase,iso27001, &soc2
What do you dislike most about this product?
It's very much like zendesk
What recommendations would you give to someone considering this product?
If your just starting out freshdesk Is definitely an easier service for beginners
Pros
- Helps Innovate
- Reliable
- Efficient Service
- Effective Service
Khalil R.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Mar 2023
Especially useful when interacting with customers
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
With Freshdesk, we can streamline the sales process to our website visitors and reduce time wasting. It provides us with various information and statistics about conversations, which we can use to track progress and improve.
What is your favorite aspect of this product?
Its innovative use of technology and its special ability to facilitate business growth and service delivery through simple customer communication channels set it apart. Using this application will not cost you anything extra. Freshdesk's chat widget and automatic messages can be tailored to the aesthetics and tone of any brand. The excellent user interface has greatly improved my productivity.
What do you dislike most about this product?
The software has a steep learning curve, but has very helpful customer service.
What recommendations would you give to someone considering this product?
We use Freshdesk as an alternative incentive to promote our company, and the resulting pleasant customer connections help us grow quickly. We have mapped out the steps anyone can take to generate and distribute marketing concepts, while connecting them to a solid network infrastructure. Never before have we relied so heavily on communication to spread the word about our offerings. I believe that companies that want to improve their marketing methods would benefit from your emphasis on teamwork and transparent communication.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Efficient Service
Dikoriro M.
- Role: Information Technology
- Industry: Other
- Involvement: End User of Application
Submitted Dec 2022
A Great Knowledge Management Platform
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
I think what makes Freshdesk unique is that it is not only great when it comes to knowledge management but is also good as a customer service software.
What is your favorite aspect of this product?
Using Freshdesk is easy despite being resourceful The software works well as a customer service solution It makes knowledge management easy
What do you dislike most about this product?
Freshdesk is just good. Nothing less.
What recommendations would you give to someone considering this product?
For better business knowledge management, I recommend Freshdesk as it also comes with other capabilities including being a great customer service software.
Pros
- Continually Improving Product
- Reliable
- Unique Features
- Efficient Service
