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
Lewis K.
- Role: Information Technology
- Industry: Food and Beverage
- Involvement: IT Development, Integration, and Administration
Submitted Dec 2023
I love Freshdesk!
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
The features list is endless and they are always looking to enhance their platform
What is your favorite aspect of this product?
How easy it is to filter through customer requests and effectively use information provided
What do you dislike most about this product?
Not much at all my overall experience has been very positive
What recommendations would you give to someone considering this product?
Freshdesk is a really amazing product I would recommend 10/10
Pros
- Continually Improving Product
- Performance Enhancing
- Trustworthy
- Unique Features
Yevheniia B.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Nov 2023
Our support and customer service tool
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
I chose Freshdesk because it is easy to use and valuable in all areas, especially customer support, and it helps the company a lot. It has an exceptional knowledge base and is a fantastic tool to encourage better customer service and support.
What is your favorite aspect of this product?
This program has been a great help to our customer service and support operations, and I love how it has helped us maintain customer alignment and organization. Freshdesk has improved our customer service because it is easy to use and has an excellent support staff that has been there for us whenever we needed them.
What do you dislike most about this product?
If better search tools and filters allowed users to find tickets or actions based on keywords or dates quickly, it would be a huge time saver.
What recommendations would you give to someone considering this product?
Since we started using it, we have been able to quickly and easily manage any customer service issue by creating a ticket for it. Our customers are satisfied and trust our brand more. As a result, we have developed strong and lasting bonds with them. One of the many advantages we have gained is the first-class support service provided by the Freshdesk team.
Pros
- Reliable
- Performance Enhancing
- Trustworthy
- Efficient Service
Takunda A. M.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Nov 2023
Easy to use but a bit pricey for standard features
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Can be set up in a minimal amount of time
What is your favorite aspect of this product?
Generous number of agents for the free version
What do you dislike most about this product?
Cost per agent for even the cheapest plan is quite high just to get standard features.
What recommendations would you give to someone considering this product?
It's good for basic ticketing. If you need more advanced features be prepared to pay a premium or negotiate with the vendor sales team
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Respectful
Cons
- Charges for Enhancements
- Vendor's Interest First
- Less Generous