Freshdesk
8.5 / 10

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 Customer Service - Enterprise category

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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.

85 Likeliness to Recommend

2
Since last award

96 Plan to Renew

1
Since last award

83 Satisfaction of Cost Relative to Value

2
Since last award


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Emotional Footprint Overview

+83 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?

7% Negative
5% Neutral
88% Positive

Pros

  • Respectful
  • Enables Productivity
  • Efficient Service
  • Reliable

Feature Ratings

Average 81

Agent Collaboration

85

Customer Self Service Capabilities

84

Multi Channel Support

81

Customer Service Knowledge Management

81

Contact Center Integration

80

Agent Scripting

80

Customer Service Workflow Management

79

Customer Community Management

79

Analytics and Reporting

79

Intelligent Search

77

Mobile Customer Care

76

Vendor Capability Ratings

Average 80

Ease of IT Administration

94

Ease of Customization

90

Business Value Created

88

Availability and Quality of Training

85

Ease of Implementation

85

Usability and Intuitiveness

84

Ease of Data Integration

82

Quality of Features

82

Breadth of Features

81

Product Strategy and Rate of Improvement

80

Vendor Support

79

Freshdesk Reviews

Gregory C.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

A fantastic ticket management tool is Freshdesk

Likeliness to Recommend

8 / 10

What differentiates Freshdesk from other similar products?

With automation and streamlined ticket management from Freshdesk, we can overcome our customer service challenges. Thanks to this, our team is now more efficient, response times are shorter and customer satisfaction is higher. Additionally, the reporting tools offered by Freshdesk provide important data that can be used to improve our support operations.

What is your favorite aspect of this product?

It is very useful to have all the requests from the entire company consolidated into one system. We have certain team members who handle these requests and it is very easy to pick up or transfer work.

What do you dislike most about this product?

Mainly the price, Each full-time agent requires their own license, while infrequent users will need to purchase a one-day ticket. In my opinion, Fresh's choice to charge for the co-pilot role is also wrong, especially since it is open to everyone.

What recommendations would you give to someone considering this product?

Incredibly easy to use and productive; Team members can collaborate in real time and requests can be categorized and organized into lists quickly and easily.

Pros

  • Helps Innovate
  • Enables Productivity
  • Efficient Service
  • Inspires Innovation

Miguel N.

  • Role: Information Technology
  • Industry: Consulting
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2024

Alot of features with a very good pricepont

Likeliness to Recommend

10 / 10

What differentiates Freshdesk from other similar products?

Ease of use, steady product updates, innovation, adaptability

What is your favorite aspect of this product?

how deep you can go with the customizations.

What do you dislike most about this product?

sometimes vendor support is slow at best, no clear SLA to customers

What recommendations would you give to someone considering this product?

buy it trough a partner with great support reviews

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Cons

  • Wastes Time

Zulfan H.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Feb 2024

Great ticketing system with fraction of the cost

Likeliness to Recommend

8 / 10

What differentiates Freshdesk from other similar products?

The features is very similar with other highly cost ticketing system, but it is giving it with a fraction of the cost

What is your favorite aspect of this product?

The mobile applications and a transparent ITIL workflow in the ticket's flow

What do you dislike most about this product?

We have to pay another different scheme for asset management system, which virtually is side by side with incident management

What recommendations would you give to someone considering this product?

After deep research, I believe this tool can compete with other tools that are there, but with a cheaper cost

Pros

  • Efficient Service
  • Respectful
  • Helps Innovate
  • Continually Improving Product