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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86 Likeliness to Recommend
1
Since last award
94 Plan to Renew
3
Since last award
83 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+82 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
Agent Collaboration
Multi Channel Support
Agent Scripting
Customer Community Management
Contact Center Integration
Customer Service Knowledge Management
Customer Service Workflow Management
Analytics and Reporting
Intelligent Search
Mobile Customer Care
Vendor Capability Ratings
Business Value Created
Ease of Implementation
Usability and Intuitiveness
Breadth of Features
Ease of IT Administration
Quality of Features
Ease of Data Integration
Ease of Customization
Availability and Quality of Training
Vendor Support
Product Strategy and Rate of Improvement
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Freshdesk Reviews
Lucia M.
- Role: Industry Specific Role
- Industry: Food and Beverage
- Involvement: End User of Application
Submitted Sep 2024
Amazing Customer Service Features
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
When it comes to customer service, Freshdesk presents leading features and comes at an amazing cost too.
What is your favorite aspect of this product?
Handling customer service is simplified with Freshdesk. It also offers helpful knowledge management features.
What do you dislike most about this product?
All features of Freshdesk have not disappointed.
What recommendations would you give to someone considering this product?
This is an amazing customer service solution and most businesses with benefit from it's many Capabilities. I recommend it.
Pros
- Continually Improving Product
- Trustworthy
- Unique Features
- Efficient Service
Please tell us why you think this review should be flagged.
Anchal B.
- Role: Operations
- Industry: Finance
- Involvement: Business Leader or Manager
Submitted Sep 2024
Easy to use Userfriendly
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
The most helpful thing about Freshdesk is the integration with the other application.
What is your favorite aspect of this product?
Very User-friendly and great interface. Easy to set the filter, easy to customize and download report. Creating and using canned responses makes my team work easy. Daily report helps seeing daily was SLA.
What do you dislike most about this product?
Sometimes, it is harder to track back the conversation, and we are not able to set a schedule for sending emails.
What recommendations would you give to someone considering this product?
Very much easier to download & customise reports. With a user-friendly interface, tracking CSAT & SLA is easier.
Pros
- Continually Improving Product
- Enables Productivity
- Trustworthy
- Unique Features
Please tell us why you think this review should be flagged.
Sukesh H.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Aug 2024
Good omni-channel support tool - Freshdesk
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
The interface is user friendly and the setup can be done quickly. Since its an omnichannel support tool the easy setup makes it a solid solution.
What is your favorite aspect of this product?
Multi-channel support - All channels (phone, chat, email support) can be handled from a single place.
What do you dislike most about this product?
Poor customer support
What recommendations would you give to someone considering this product?
Test all the integrations you need before implementing Freshdesk. Leverage the trial to test as well.
Pros
- Continually Improving Product
- Enables Productivity
- Helps Innovate
- Reliable
Cons
- Less Efficient Service
- Less Caring
- Wastes Time
Please tell us why you think this review should be flagged.
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