Freshdesk
8.5 /10

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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Awards & Recognition

Freshdesk won the following awards in the Customer Service - Enterprise category

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Freshdesk Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Freshdesk.

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


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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?

7% Negative
5% Neutral
88% Positive

Pros

  • Respectful
  • Enables Productivity
  • Efficient Service
  • Reliable

Feature Ratings

Average 81

Agent Collaboration

85

Customer Self Service Capabilities

84

Multi Channel Support

81

Customer Service Knowledge Management

81

Contact Center Integration

81

Agent Scripting

80

Customer Service Workflow Management

80

Customer Community Management

80

Analytics and Reporting

79

Intelligent Search

77

Mobile Customer Care

76

Vendor Capability Ratings

Average 81

Ease of IT Administration

94

Ease of Customization

90

Business Value Created

88

Ease of Implementation

87

Availability and Quality of Training

85

Usability and Intuitiveness

84

Ease of Data Integration

82

Quality of Features

82

Breadth of Features

81

Product Strategy and Rate of Improvement

80

Vendor Support

79

Freshdesk Reviews

Zulfan H.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Feb 2024

Great ticketing system with fraction of the cost

Likeliness to Recommend

8 /10

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

Luule M.

  • Role: Sales Marketing
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Feb 2024

I like the pricing of the software

Likeliness to Recommend

10 /10

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

Joy K.

  • Role: Information Technology
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Feb 2024

Easy to use and implement

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Having a wealth of customer information readily available on a single, unified platform has enabled us to provide responses that are both personalized and prompt. Moreover, the automated features, including ticket distribution and preset replies, have significantly boosted our productivity. Essentially, Freshdesk distinguishes itself as a flexible and efficient tool, simplifying our processes and enhancing the quality of our customer service.

What is your favorite aspect of this product?

Freshdesk is a comprehensive platform that amalgamates all customer service channels—ranging from email, live chat, phone support, and social media—into a single cohesive hub. It acts as a power booster for customer service teams, equipping us to surmount any hurdle with finesse and effectiveness. The extent of customization is truly astounding. It enables us to modify every aspect to align with our distinct requirements—from automating routine tasks to designing custom templates that echo our brand's ethos. Not to mention the analytics and reporting tools that provide us with meaningful and actionable data,

What do you dislike most about this product?

IT users who are not as proficient may unintentionally include internal dialogue in their customer responses if they use Outlook to reply to a customer support email. Whenever a ticket gets a response, my Outlook is flooded with a series of three notifications. The system lacks a spell-check feature, which means precision in spelling is a must.

What recommendations would you give to someone considering this product?

Freshdesk acts as a unified platform for all our agents, promoting efficient management of customer queries. This integration is advantageous to us as it guarantees that all team members can access a common platform, fostering improved teamwork and effective resolution of a wide range of customer inquiries, which I would like to recommend.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing