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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceFreshdesk Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
to access more information on Freshdesk.
90 Likeliness to Recommend
91 Plan to Renew
83 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+89 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
- Inspires Innovation
- Respectful
- Helps Innovate
- Continually Improving Product
How to read the Emotional Footprint
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
Negative
Neutral
Positive
Feature Ratings
Dispatch Management
Field Service Knowledge Management
Field Sales Enablement
Application Integration
Field Service Workflow Management
Dashboards, Analytics and Reporting
Online Booking
GPS Tracking
Mobile App
Service Scheduling
Quotes and Estimates
Vendor Capability Ratings
Availability and Quality of Training
Ease of Customization
Ease of Implementation
Quality of Features
Ease of Data Integration
Usability and Intuitiveness
Ease of IT Administration
Vendor Support
Business Value Created
Breadth of Features
Product Strategy and Rate of Improvement
Also Featured in...
Freshdesk Reviews
Luule M.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2024
I like the pricing of the software
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk is crafted with an intuitive design and comes with outstanding support documentation and live customer assistance when required. The interface is straightforward to comprehend upon initial login, and even the sophisticated features are logically structured for first-time use. I've instructed numerous individuals on how to utilize Freshdesk, and it has consistently been an uncomplicated process to integrate new users. On the infrequent instances when I required assistance, a representative was readily accessible via phone and provided informative and beneficial guidance.
What is your favorite aspect of this product?
Integrated System: Freshdesk provides a collection of customer engagement resources, encompassing customer service, marketing, sales, and beyond, all consolidated into one platform. This integrated methodology simplifies workflows and removes the necessity for several disconnected tools. Automation: The automation functionalities within Freshdesk aid in minimizing manual work, enhancing productivity, and guaranteeing prompt replies to customer communications. Interoperability: The software's capacity to integrate with other widely-used tools and platforms leads to a more extensive and interconnected business environment.
What do you dislike most about this product?
There are numerous editions of the tool tailored for each product type, and it's challenging to ascertain our current product version and what features we might be lacking from other versions. We yearn for a more seamless integration and customization process between Freshdesk and Freshsales. Certain restrictions prevented the creation of separate applications. The limited adaptability in the number of fields in custom modules compelled us to reorient some solutions that were already implemented in Freshsales due to the expansion of certain business rules.
What recommendations would you give to someone considering this product?
In case you need to offer unified support to your clients, this is the best tool as it offers both live chat, Emails and Social media integrations at the same price making it my best recommendation
Pros
- Enables Productivity
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Joy K.
- Role: Information Technology
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2024
Easy to use and implement
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
Yevheniia B.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Nov 2023
Our support and customer service tool
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
I chose Freshdesk because it is easy to use and valuable in all areas, especially customer support, and it helps the company a lot. It has an exceptional knowledge base and is a fantastic tool to encourage better customer service and support.
What is your favorite aspect of this product?
This program has been a great help to our customer service and support operations, and I love how it has helped us maintain customer alignment and organization. Freshdesk has improved our customer service because it is easy to use and has an excellent support staff that has been there for us whenever we needed them.
What do you dislike most about this product?
If better search tools and filters allowed users to find tickets or actions based on keywords or dates quickly, it would be a huge time saver.
What recommendations would you give to someone considering this product?
Since we started using it, we have been able to quickly and easily manage any customer service issue by creating a ticket for it. Our customers are satisfied and trust our brand more. As a result, we have developed strong and lasting bonds with them. One of the many advantages we have gained is the first-class support service provided by the Freshdesk team.
Pros
- Reliable
- Performance Enhancing
- Trustworthy
- Efficient Service
Please tell us why you think this review should be flagged.
Get Instant Access<br>to this Report
Get Instant Access
to this Report
Unlock your first report with just a business email. Register to access our entire library.
© 2024 SoftwareReviews.com. All rights reserved.