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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90 Likeliness to Recommend
92 Plan to Renew
2
Since last award
83 Satisfaction of Cost Relative to Value
2
Since last award
Emotional Footprint Overview
+88 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
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
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
Quality of Features
Usability and Intuitiveness
Ease of Implementation
Ease of Data Integration
Ease of IT Administration
Vendor Support
Breadth of Features
Business Value Created
Product Strategy and Rate of Improvement
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Freshdesk Reviews
Faisal S.
- Role: Sales Marketing
- Industry: Healthcare
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2023
One-stop shop for Commercial Services
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
I my view, Omnichannel support make it different then other
What is your favorite aspect of this product?
ticketing system is easy to use and allows businesses to track customer inquiries from multiple channels.
What do you dislike most about this product?
Limited customization make me dislike some times
What recommendations would you give to someone considering this product?
I always suggest to people that at first Consider your needs Before you start looking for a customer support management (CSM) solution, it is important to understand your specific objectives .
Pros
- Trustworthy
- Helps Innovate
- Continually Improving Product
- Enables Productivity
Robert D.
- Role: Information Technology
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Oct 2023
Easy to use, easy to manage, needs SAP integration
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
The vendor and license management works really well
What is your favorite aspect of this product?
Vendor and license management
What do you dislike most about this product?
I am not sure there is anything I dislike about it
What recommendations would you give to someone considering this product?
It's a great ticket tracking took for the service side of the IT industry. And, it provides great features with regards to license and vendor management.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
arvind j.
- Role: Sales Marketing
- Industry: Healthcare
- Involvement: Business Leader or Manager
Submitted Aug 2023
Freshdesk: Your All-in-One Support Solution.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
What sets Freshdesk apart is its seamless integration of various communication channels into a unified platform. This multichannel support ensures we can respond to customer inquiries from different sources efficiently. The automation and AI features simplify our workflow, allowing us to prioritize and assign tickets intelligently. Also, the customizable ticket fields provide a tailored approach to handling customer issues.
What is your favorite aspect of this product?
Personally, my favorite aspect is the robust knowledge base. It empowers customers to find solutions independently, reducing the number of support tickets. This not only saves time but also enhances customer satisfaction by providing them with the resources they need.
What do you dislike most about this product?
One thing I find less appealing is the pricing structure. While Freshdesk offers valuable features, the pricing plans can be a bit steep for small businesses. More flexible pricing options or tiered plans catering to different business sizes would be beneficial.
What recommendations would you give to someone considering this product?
For anyone considering Freshdesk, I'd suggest taking advantage of its automation and customization capabilities. Setting up workflows and automations based on your business needs can significantly boost efficiency. Additionally, explore the reporting and analytics features to gain insights into your support performance and identify areas for improvement. However, keep an eye on the pricing plans to ensure they align with your budget and business scale.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
