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
Petar'Barnes T.
- Role: Student Academic
- Industry: Education
- Involvement: End User of Application
Submitted Dec 2023
User-Friendly Interface.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk' pricing model is transparent and straightforward. The platform offers various plans suitable for businesses of different sizes, ensuring that users only pay for the features they need. This clarity in pricing sets Freshdesk apart from platforms with more complex and convoluted pricing structures.
What is your favorite aspect of this product?
One of the significant advantages of Freshdesk is its scalability. It caters to the needs of small businesses and scales seamlessly as the organization grows. The flexibility to add modules and features ensures that Freshdesk remains a relevant and supportive tool throughout the business's expansion.
What do you dislike most about this product?
Although Freshdesk offers a variety of integrations, some users may find the integration process complex. Certain integrations might require additional technical expertise, and a more straightforward approach could enhance the overall accessibility for users with varying technical backgrounds.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Raef N.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Dec 2023
Provides a reliable set of assistance
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
With Freshdesk, we can constantly contact customers through email, social media, phone, or chat to address any issues or questions they may have regarding our services or campaigns. That way, we can get back to them without delay on their demands.
What is your favorite aspect of this product?
One major aspect is the streamlined communication it provides. Before, we had to rely on email, which had its drawbacks like being either not read at the right time or not sent at all, among other issues that made communication less efficient than it is now. This tool lets us stay in touch with clients productively and efficiently.
What do you dislike most about this product?
This tool seems complicated when you first start using it, which delays the process of training staff to use it in their work activities.
What recommendations would you give to someone considering this product?
Communication is critical in any organization, so Freshdesk is perfect for all businesses. The platform allows you to stay in touch with customers and employees alike. Consequently, it could be a part of any business's operations, whether for internal communications or external interactions with clients and vendors.
Pros
- Continually Improving Product
- Enables Productivity
- Trustworthy
- Unique Features
Robin P.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Dec 2023
Great product, constantly evolving!
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Customise of ticket fields to suit, various teams. Knowledge functionality has improved over recent years
What is your favorite aspect of this product?
automations
What do you dislike most about this product?
Could do more to guide/recommend solutions to agents
What recommendations would you give to someone considering this product?
Very good for managing tickets, can access them from mobile easily, allowing true support from anywhere! Still improving on Knowledge base and how that can help agents
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy