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
Brett R.
- Role: Information Technology
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2022
Provides optimal service to our customers
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
This platform stands out because it has allowed us to maintain quality service with our customers. It integrates all communication channels used by the company. It has worked efficiently as an e-commerce tool, its customer support through email, telephone line, social networks and real-time chat being decisive. Everything is provided in the company a fast, simple and personalized communication with each and every one of the clients.
What is your favorite aspect of this product?
It has an extremely nice interface, it can be customized, which makes it easy to use and allows us to have all the information we need from the client. It keeps a record in the ticket of all interactions that occur with the customer. It has an effective customer service self-help tool to make them self-sufficient. It allows efficient management of the platform from mobile devices thanks to the fact that it has mobile applications. It provides a function that allows us to determine the performance of the attention that we offer to clients through surveys.
What do you dislike most about this product?
It's disgusting to have duplicate messages when the ticket system is open and unassigned. Prices can be expensive.
What recommendations would you give to someone considering this product?
It provides all the advantages that our company needs to provide the best customer service. This application provides very useful functions, which are easy to use. I recommend its implementation.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
Rinosa H.
- Role: Consultant
- Industry: Other
- Involvement: Vendor Management and Renewal
Submitted Jan 2022
Easy to use & a great product.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
None really
What is your favorite aspect of this product?
nothing in particular
What do you dislike most about this product?
well it is a bit pricy
What recommendations would you give to someone considering this product?
do your research.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Trustworthy
Cons
- Commodity Features
Hachi P.
- Role: Sales Marketing
- Industry: Other
- Involvement: End User of Application
Submitted Jan 2022
The amazing customer relationship platform
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
It is integrated with social media accounts like twitter and Facebook robustly so we can easily manage all these at one place, and it provides very easy setup. Its ticketing automation feature provide us better management of our company business workflows because we can create tickets in different ways. It also provides third party integration with other tools like MailChimp, skype, drop box etc. so we can use their platform as well to use it in better way.
What is your favorite aspect of this product?
The platform is overall a great support to our company business for customer support as we had enough number of clients to manage and this platform made easy to transfer, add information to any client. It is integrated with other online chats system so this feature is quite helpful. The analysis became easy for us now any time we can check any individual's result. This helped us a lot for upcoming leads.
What do you dislike most about this product?
A refresh to client-side portal is needed as it becomes clunky. There must be upload images option required rather than attach files. In this app assigning email to team members is remain hidden in inbox which causes duplicate works.
What recommendations would you give to someone considering this product?
we can learn from its provided tutorials if we have any problem using it. Highly recommended to everyone.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing