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
Paul C.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2022
Ticket automations and updates
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
In terms of handling inquiries, problems, customer service and post-service requests, Freshdesk allows a variety of operational activities to be carried out on tickets, and the user experience is good, to allow agents and supervisors to work in the instance efficiently.
What is your favorite aspect of this product?
Ticket automations and updates, Link with social channels, excellent handling of Outgoing Emails, Possibility to create templates, The web interface is very nice, We have the options to configure everything as it suits us best.
What do you dislike most about this product?
Browser-based app has some issues with shortcuts for canned response links and support articles
What recommendations would you give to someone considering this product?
customer service emails, FOH and BOH are areas in which he performs very well. Provides a personalized experience, especially when more than one support agent may serve a customer
Pros
- Helps Innovate
- Continually Improving Product
- Performance Enhancing
- Effective Service
Valentina G.
- Role: Finance
- Industry: Other
- Involvement: End User of Application
Submitted Mar 2022
The best in customer service and ticket generator
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
With Freshdesk we have been able to give a faster and more timely response to our customers and our agents work in a more organized and efficient way, being able to handle more requests in less time, thanks to the issuance of customizable tickets. Just what the company needed to build trust and have a smoother workflow.
What is your favorite aspect of this product?
The best thing about this software is that it is multichannel, allowing us to be always in touch with customer demands by any electronic means: Gmail, social networks, telephone and even forums. Also all reports, requests and incidents that arrive through the different channels, are converted into a ticket achieving an efficient workflow.
What do you dislike most about this product?
Its technical reports could be better and with more details to know the progress and progress of the department. It also does not allow surveys, a very useful tool to know the customer experience with our services.
What recommendations would you give to someone considering this product?
It has helped us a lot in terms of customer service. It is a fairly easy to use software and all its functions are very useful and necessary to make the work of the agents and customer service agents much easier and faster. We highly recommend it to small and large companies.
Pros
- Helps Innovate
- Reliable
- Trustworthy
- Efficient Service
- Role: Operations
- Industry: Shipping
- Involvement: End User of Application
Submitted Oct 2021
Cool product, slow service
Likeliness to Recommend
Pros
- Respectful
- Inspires Innovation
Cons
- Less Efficient Service
- Less Generous
- Under Delivered
