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

Elin J.

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

Submitted Jan 2024

Efficient to manage communication with clients.

Likeliness to Recommend

9 /10

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
Validated Review
Verified Reviewer

Submitted Jan 2024

Updating clients

Likeliness to Recommend

9 /10

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
Validated Review
Verified Reviewer

Submitted Jan 2024

Assigning tickets for professional support

Likeliness to Recommend

10 /10

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