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.
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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
Ferason M.
- Role: Sales Marketing
- Industry: Other
- Involvement: End User of Application
Submitted Nov 2022
Freshdesk is everything a sales agent needs
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
We use this software to keep all sales and general communication with our customers up to date and in order. It is a very complete and intuitive sales crm program, with tools that are useful for any sales person, such as dashboards to view leads, full reports of the month's sales, and much more.
What is your favorite aspect of this product?
We can see in an orderly manner all emails from all customers, both Outlook and Gmail. It also has a complete customer management, where we can see all customer information, from their history to their address. It also has a marketing module that allows us to send mass emails.
What do you dislike most about this product?
Although it is a customer service program, rather than marketing, I would like it to have a more extensive module in that area, to know the interaction that the customer had with the emails sent. I would also like its mobile application to be as complete as the web version, thus facilitating the work of field sales agents.
What recommendations would you give to someone considering this product?
An ideal program for the sales department, because it allows to be much more efficient and faster in customer service and thus increase sales systematically and consistently. The ease of having all the sales and customer information in a single panel makes our work much easier.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Inspires Innovation
Rodolfo B.
- Role: Sales Marketing
- Industry: Other
- Involvement: End User of Application
Submitted Nov 2022
We have our customers well taken care of
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Since we have been using this software our customer service has improved enormously. It is a program designed for vendors and customers, because it allows us to achieve better customer service through different channels of care, centralized in a single control panel, so we can respond to the demands quickly and efficiently.
What is your favorite aspect of this product?
It has quick access to the history of each customer, so we can keep up to date with the customer's interaction with the company, while we serve them. In addition, it also allows us to record incoming and outgoing calls, which helps us to improve communication and eloquence in future conversations.
What do you dislike most about this product?
The installation of other applications can be complicated and they do not integrate as they should, which makes the workflow a little difficult. Its reports can be a bit simple, since our company needs extensive metrics and information from each client to improve, so the reports almost always have to be done manually and only rely on the one that throws the system.
What recommendations would you give to someone considering this product?
This software is ideal for all companies that require special attention to their customers. It is easy to use and any sales agent will be quickly trained to use it. In our organization it has been of great help and has allowed us to improve communication with our customers and increase sales, so we are pleased with its use.
Pros
- Performance Enhancing
- Unique Features
- Efficient Service
- Inspires Innovation
Pradeep K.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Nov 2022
Easy to use and very intuitive
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Ease of usability and multi-role access
What is your favorite aspect of this product?
Single dashboard view
What do you dislike most about this product?
UI could be better
What recommendations would you give to someone considering this product?
Market Leader, definitely evaluate it if you are considering one
Pros
- Caring
- Reliable
- Performance Enhancing
- Trustworthy
