In Partnership With SelectHub
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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In Partnership With SelectHub
Freshdesk Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
87 Likeliness to Recommend
97 Plan to Renew
82 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+89 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
- Reliable
- Performance Enhancing
How to read the Emotional Footprint
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
Negative
Neutral
Positive
Feature Ratings
Customer Self Service Capabilities
Multi Channel Support
Agent Collaboration
Customer Service Knowledge Management
Customer Service Workflow Management
Analytics and Reporting
Contact Center Integration
Customer Community Management
Agent Scripting
Intelligent Search
Mobile Customer Care
Vendor Capability Ratings
Business Value Created
Usability and Intuitiveness
Breadth of Features
Ease of Implementation
Quality of Features
Ease of IT Administration
Ease of Data Integration
Availability and Quality of Training
Ease of Customization
Product Strategy and Rate of Improvement
Vendor Support
Also Featured in...
Freshdesk Reviews
Precious E.
- Role: Operations
- Industry: Telecommunications
- Involvement: Business Leader or Manager
Submitted Jul 2025
Feature-Rich, Affordable Support Solution
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk stands out with its intuitive user interface, excellent multi-channel ticketing capabilities, and affordable pricing. Its easy-to-configure automation and built-in contact center also make it ideal for growing teams needing flexibility without complexity.
What is your favorite aspect of this product?
My favorite aspect is the unified inbox that consolidates customer conversations from email, chat, phone, and social media into a single, easy-to-manage view — it keeps our team organized and responsive.
What do you dislike most about this product?
The advanced reporting and analytics options can feel limited, especially for teams that need highly customized dashboards or deep data insights.
What recommendations would you give to someone considering this product?
Take full advantage of Freshdesk’s automation features early on to streamline your workflows and improve response times. Also, invest time in setting up a detailed knowledge base to empower both agents and customers.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity
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Monique F.
- Role: Operations
- Industry: Retail
- Involvement: End User of Application
Submitted Jun 2025
Great software reliable
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Able to intergrate easily with other systems user-friendly
What is your favorite aspect of this product?
The add ons
What do you dislike most about this product?
Struggled to reach their customer support
What recommendations would you give to someone considering this product?
Buy it it's great 👍
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
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Nazeeruddin S.
- Role: Information Technology
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Jun 2025
Tech powered customer service platform
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk differentiates itself through its focus on omnichannel support, automation, and user-friendly design, making it a popular choice for businesses of all sizes looking to streamline their customer service operations. Key differentiators include its robust automation capabilities, which can significantly reduce manual work, and its extensive integration library, allowing it to seamlessly fit into existing workflows. Furthermore, Freshdesk's competitive pricing and feature-rich free plan make it accessible to a wide range of businesses
What is your favorite aspect of this product?
With Freshdesk, you don't just keep up, you stay ahead. Answer email queries with Email AI agents that read every incoming email ticket, understand the request, respond with the right solution, and auto-resolve the ticket when it helps. No triage, no manual replies, just faster outcomes at scale for your teams.
What do you dislike most about this product?
One of the main dislikes about Freshdesk, is the steep learning curve and complexity of its advanced features, particularly for new users. Many users find that setting up and using these features can be challenging and require additional training. Additionally, some users have reported occasional performance issues and limitations in customization, especially with lower-tier plans. Another common complaint is that integrations with other tools can be problematic, leading to glitches and synchronization issues. Lastly, some users find the pricing structure to be misleading, with essential features hidden as add-ons,
What recommendations would you give to someone considering this product?
When considering Freshdesk, focus on its strengths like robust ticketing, automation, and omnichannel support. However, be aware of potential limitations like the cost of advanced features and the need for third-party tools for some advanced customization.
Pros
- Reliable
- Efficient Service
- Effective Service
- Inspires Innovation
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