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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceFreshdesk Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
to access more information on Freshdesk.
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
87 Likeliness to Recommend
97 Plan to Renew
82 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+88 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
Multi Channel Support
Agent Collaboration
Customer Service Knowledge Management
Customer Service Workflow Management
Analytics and Reporting
Contact Center Integration
Customer Community Management
Agent Scripting
Intelligent Search
Mobile Customer Care
Vendor Capability Ratings
Business Value Created
Usability and Intuitiveness
Breadth of Features
Ease of Implementation
Quality of Features
Ease of IT Administration
Ease of Customization
Ease of Data Integration
Availability and Quality of Training
Product Strategy and Rate of Improvement
Vendor Support
Also Featured in...
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
Robin P.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Dec 2023
Great product, constantly evolving!
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Customise of ticket fields to suit, various teams. Knowledge functionality has improved over recent years
What is your favorite aspect of this product?
automations
What do you dislike most about this product?
Could do more to guide/recommend solutions to agents
What recommendations would you give to someone considering this product?
Very good for managing tickets, can access them from mobile easily, allowing true support from anywhere! Still improving on Knowledge base and how that can help agents
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy
Somtochukwu T.
- Role: Information Technology
- Industry: Communications
- Involvement: IT Development, Integration, and Administration
Submitted Oct 2025
FreshDesk: FRESH WORK
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Contains AI or bot assisted upgrades
What is your favorite aspect of this product?
The ability to add up as the team grows
What do you dislike most about this product?
Some features are moved to higher plans later which then forces you to upgrade
What recommendations would you give to someone considering this product?
Pay annually, they normally offer reduced cost when paying like that
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity
