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
Elin J.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jan 2024
Efficient to manage communication with clients.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk is one of the best tools for managing customer interactions. It ensures that our operations run smoothly and that we can provide immediate assistance. The platform has tons of features and is also surprisingly easy to use.
What is your favorite aspect of this product?
It offers us a centralized place for communication records between employees and clients, automation capacity through stored responses, tags and threads and the ability to assign tickets and leave notes to colleagues.
What do you dislike most about this product?
Often when the status of the ticket changes, it must be updated several times.
What recommendations would you give to someone considering this product?
Freshdesk is an excellent customer service management tool for small and medium-sized enterprises. It manages tickets well and guarantees prompt responses. It's perfect for tracking problems, keeping in touch, and expediting client requests.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Teo D.
- Role: Consultant
- Industry: Consulting
- Involvement: End User of Application
Submitted Jan 2024
Updating clients
Likeliness to Recommend
What is your favorite aspect of this product?
Mobile application is easy to use and simplifies communications.
What do you dislike most about this product?
Some how expensive for small business.
What recommendations would you give to someone considering this product?
It's easy to update clients and and communicate to clients using freshdesk.
Pros
- Caring
- Respectful
- Client Friendly Policies
- Generous Negotitation
Nicolas F.
- Role: Information Technology
- Industry: Recreation
- Involvement: IT Leader or Manager
Submitted Jan 2024
Assigning tickets for professional support
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
FreshDesk interface is easy to use. Tickets priority can be set up right away.
What is your favorite aspect of this product?
The fact that it assigns a ticket number and remind the agent of any overdue/pending tickets.
What do you dislike most about this product?
Pricing can be more affordable.
What recommendations would you give to someone considering this product?
To anyone looking for a professional customer support CRM, FreshDesk is one of the best solutions.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing