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Freshworks Inc.

Freshdesk

Composite Score

8.6 /10

CX Score

8.8 /10

65 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

3% Neutral

96% Positive

Pros

Reliable
Enables Productivity
Performance Enhancing
Effective Service

Feature Ratings

Average 84

Role-Based Access

Social Features

Bulk Actions

Workflow and Approval Management

Intelligent Search

Configurable Knowledge Repository

API Integration

Multi-Language Support

Multiple File Type Support

Rich Text Editor

Version Control

Vendor Capability Ratings

Average 84

Business Value Created

Breadth of Features

Quality of Features

Ease of IT Administration

Ease of Customization

Ease of Implementation

Availability and Quality of Training

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 8.2

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

Freshdesk Reviews

Joy K.

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

Validated Review

Verified Reviewer

Submitted Feb 2024

Easy to use and implement

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Having a wealth of customer information readily available on a single, unified platform has enabled us to provide responses that are both personalized and prompt. Moreover, the automated features, including ticket distribution and preset replies, have significantly boosted our productivity. Essentially, Freshdesk distinguishes itself as a flexible and efficient tool, simplifying our processes and enhancing the quality of our customer service.

What is your favorite aspect of this product?

Freshdesk is a comprehensive platform that amalgamates all customer service channels—ranging from email, live chat, phone support, and social media—into a single cohesive hub. It acts as a power booster for customer service teams, equipping us to surmount any hurdle with finesse and effectiveness. The extent of customization is truly astounding. It enables us to modify every aspect to align with our distinct requirements—from automating routine tasks to designing custom templates that echo our brand's ethos. Not to mention the analytics and reporting tools that provide us with meaningful and actionable data,

What do you dislike most about this product?

IT users who are not as proficient may unintentionally include internal dialogue in their customer responses if they use Outlook to reply to a customer support email. Whenever a ticket gets a response, my Outlook is flooded with a series of three notifications. The system lacks a spell-check feature, which means precision in spelling is a must.

What recommendations would you give to someone considering this product?

Freshdesk acts as a unified platform for all our agents, promoting efficient management of customer queries. This integration is advantageous to us as it guarantees that all team members can access a common platform, fostering improved teamwork and effective resolution of a wide range of customer inquiries, which I would like to recommend.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Nicolas F.

Role: Information Technology
Industry: Recreation
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2024

Assigning tickets for professional support

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

FreshDesk interface is easy to use. Tickets priority can be set up right away.

What is your favorite aspect of this product?

The fact that it assigns a ticket number and remind the agent of any overdue/pending tickets.

What do you dislike most about this product?

Pricing can be more affordable.

What recommendations would you give to someone considering this product?

To anyone looking for a professional customer support CRM, FreshDesk is one of the best solutions.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Robin P.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Dec 2023

Great product, constantly evolving!

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Customise of ticket fields to suit, various teams. Knowledge functionality has improved over recent years

What is your favorite aspect of this product?

automations

What do you dislike most about this product?

Could do more to guide/recommend solutions to agents

What recommendations would you give to someone considering this product?

Very good for managing tickets, can access them from mobile easily, allowing true support from anywhere! Still improving on Knowledge base and how that can help agents

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

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

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.

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.

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

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

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.

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.

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

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.

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.

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.

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.

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 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

Joy K.

Easy to use and implement

Likeliness to Recommend

Pros

Nicolas F.

Assigning tickets for professional support

Likeliness to Recommend

Pros

Robin P.

Great product, constantly evolving!

Likeliness to Recommend

Pros

Most Popular Freshdesk Comparisons

Confluence

HubSpot Service Hub

Zoho Desk

Zendesk for Service

Guru

KnowledgeOwl

Feature Ratings

Role-Based Access

Social Features

Bulk Actions

Workflow and Approval Management

Intelligent Search

Configurable Knowledge Repository

API Integration

Multi-Language Support

Multiple File Type Support

Rich Text Editor

Version Control

Vendor Capability Ratings

Business Value Created

Breadth of Features

Quality of Features

Ease of IT Administration

Ease of Customization

Ease of Implementation

Availability and Quality of Training

Ease of Data Integration

Vendor Support

Usability and Intuitiveness

Product Strategy and Rate of Improvement