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
97 Plan to Renew
83 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+84 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
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
Agent Collaboration
Customer Self Service Capabilities
Multi Channel Support
Contact Center Integration
Customer Service Knowledge Management
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
Breadth of Features
Usability and Intuitiveness
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
Miguel N.
- Role: Information Technology
- Industry: Consulting
- Involvement: IT Leader or Manager
Submitted Mar 2024
Alot of features with a very good pricepont
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Ease of use, steady product updates, innovation, adaptability
What is your favorite aspect of this product?
how deep you can go with the customizations.
What do you dislike most about this product?
sometimes vendor support is slow at best, no clear SLA to customers
What recommendations would you give to someone considering this product?
buy it trough a partner with great support reviews
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Cons
- Wastes Time
Please tell us why you think this review should be flagged.
Zulfan H.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Feb 2024
Great ticketing system with fraction of the cost
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
The features is very similar with other highly cost ticketing system, but it is giving it with a fraction of the cost
What is your favorite aspect of this product?
The mobile applications and a transparent ITIL workflow in the ticket's flow
What do you dislike most about this product?
We have to pay another different scheme for asset management system, which virtually is side by side with incident management
What recommendations would you give to someone considering this product?
After deep research, I believe this tool can compete with other tools that are there, but with a cheaper cost
Pros
- Efficient Service
- Respectful
- Helps Innovate
- Continually Improving Product
Please tell us why you think this review should be flagged.
Luule M.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2024
I like the pricing of the software
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk is crafted with an intuitive design and comes with outstanding support documentation and live customer assistance when required. The interface is straightforward to comprehend upon initial login, and even the sophisticated features are logically structured for first-time use. I've instructed numerous individuals on how to utilize Freshdesk, and it has consistently been an uncomplicated process to integrate new users. On the infrequent instances when I required assistance, a representative was readily accessible via phone and provided informative and beneficial guidance.
What is your favorite aspect of this product?
Integrated System: Freshdesk provides a collection of customer engagement resources, encompassing customer service, marketing, sales, and beyond, all consolidated into one platform. This integrated methodology simplifies workflows and removes the necessity for several disconnected tools. Automation: The automation functionalities within Freshdesk aid in minimizing manual work, enhancing productivity, and guaranteeing prompt replies to customer communications. Interoperability: The software's capacity to integrate with other widely-used tools and platforms leads to a more extensive and interconnected business environment.
What do you dislike most about this product?
There are numerous editions of the tool tailored for each product type, and it's challenging to ascertain our current product version and what features we might be lacking from other versions. We yearn for a more seamless integration and customization process between Freshdesk and Freshsales. Certain restrictions prevented the creation of separate applications. The limited adaptability in the number of fields in custom modules compelled us to reorient some solutions that were already implemented in Freshsales due to the expansion of certain business rules.
What recommendations would you give to someone considering this product?
In case you need to offer unified support to your clients, this is the best tool as it offers both live chat, Emails and Social media integrations at the same price making it my best recommendation
Pros
- Enables Productivity
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
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