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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85 Likeliness to Recommend
2
Since last award
97 Plan to Renew
2
Since last award
83 Satisfaction of Cost Relative to Value
2
Since last award
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?
Pros
- Respectful
- Enables Productivity
- Efficient Service
- Reliable
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
Agent Collaboration
Customer Self Service Capabilities
Multi Channel Support
Customer Service Knowledge Management
Contact Center Integration
Agent Scripting
Customer Service Workflow Management
Customer Community Management
Analytics and Reporting
Intelligent Search
Mobile Customer Care
Vendor Capability Ratings
Ease of Implementation
Business Value Created
Usability and Intuitiveness
Breadth of Features
Ease of IT Administration
Quality of Features
Ease of Data Integration
Ease of Customization
Vendor Support
Availability and Quality of Training
Product Strategy and Rate of Improvement
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Freshdesk Reviews
Magly J.
- Role: Consultant
- Industry: Energy
- Involvement: End User of Application
Submitted Jan 2021
Excellent tool to provide customer advice
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
I think Freshdesk differs from other similar tools because it has an architecture on its website that is very easy to use and it also has quite useful functionalities such as the classification of complaints and it has a dynamic dashboard in which we can visualize by classification and provide technical assistance by order of tickets.
What is your favorite aspect of this product?
One of the aspects that I appreciate the most about this customer service tool is that it is very easy to use as well as having a lot of useful functionalities such as being able to create a discussion forum, this helps us to debate which would be the best. way to solve a problem and also has the functionality of being able to create surveys with this last functionality we can choose which would be the best option to implement.
What do you dislike most about this product?
Very few negative things could be said about this customer service tool but there are some oddities about how tickets are created and some scripts that must be done to notify team members but otherwise, it works quite well.
What recommendations would you give to someone considering this product?
Without a doubt, I would recommend it already with this tool you can provide advice in real-time and help clients who do not know where to start or are simply looking for information.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy
Jane A.
- Role: Information Technology
- Industry: Banking
- Involvement: Business Leader or Manager
Submitted Jan 2021
Best in customer service management.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Its SaaS based and this enhances its interface where it takes customer interactions to another level through various channels.
What is your favorite aspect of this product?
Zendesk has helped us relate and improve our relationship with our clients by enabling us interact and solve their concerns and issues on time. Helps us communicate efficiently with our clients through various channels from phone, email, chat and this assures our communication and help expand our customer base. Its affordable and this ensures that even small organizations are able to afford it and use it reliably.
What do you dislike most about this product?
Sometimes poor internet connections disrupt the proper usage of the platform leading to delays in customer service.
What recommendations would you give to someone considering this product?
Its stable and comes with a free trial plan thus enabling one assess its strengths before acquisition simplifying the complicated process of software buying for enhanced usage.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Amanda B.
- Role: Information Technology
- Industry: Other
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2020
Great product - Constantly improving
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk offers many of the same features as similar products for a much cheaper price. Email collaboration with Gmail is seamless.
What is your favorite aspect of this product?
The app is user friendly and the dashboard layout is very organizational.
What do you dislike most about this product?
Some of the features can be glitchy to the point that they inhibit regular use.
What recommendations would you give to someone considering this product?
The features are great, but be patient with Support as they are in a different time zone and can sometimes take time to get back to you.
Pros
- Continually Improving Product
- Helps Innovate
- Reliable
- Performance Enhancing