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
Fabian H.
- Role: Sales Marketing
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Oct 2023
Rapid implementation with a reasonable price tag
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Ease of use, simplicity to implement
What is your favorite aspect of this product?
Ease of use, intuitivity
What do you dislike most about this product?
Integration & customization limitations
What recommendations would you give to someone considering this product?
Check in detail what you need right now and what freshness can deliver
Pros
- Respectful
- Friendly Negotiation
- Enables Productivity
- Efficient Service
Cons
- Commodity Features
- Less Effective Service
- Less Generous
Caleb J.
- Role: Sales Marketing
- Industry: Education
- Involvement: IT Development, Integration, and Administration
Submitted Sep 2023
works alright. Kinda frustrating pay-walls
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
I guess it's price options.
What is your favorite aspect of this product?
What they do give you without paying crazy prices.
What do you dislike most about this product?
There are a lot of pay-walls of what I would consider basic features such as agents sharing tickets and some reporting.
What recommendations would you give to someone considering this product?
Much more viable when integrated with Zapier and Google Forms, but a ton of work to set up.
Pros
- Enables Productivity
- Security Protects
- Helps Innovate
- Reliable
Cons
- Slower Product Innovation
- Less Inspiring
- Vendor Friendly Policies
Eduardo B.
- Role: Operations
- Industry: Healthcare
- Involvement: End User of Application
Submitted Sep 2023
Useful but nothing special
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk allows your Customer Support team to be more efficient and manage all costumer contacts from one place
What is your favorite aspect of this product?
Collaboration and ticket management was very professional and smooth.
What do you dislike most about this product?
The interface is ugly and the reporting features aren't very clear to use.
What recommendations would you give to someone considering this product?
It might not be the best option but it is definitely reliable and usable.
Pros
- Client Friendly Policies
- Effective Service
- Saves Time
- Enables Productivity
Cons
- Less Inspiring
- Inhibits Innovation
- Slower Product Innovation