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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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.
91 Likeliness to Recommend
100 Plan to Renew
88 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
- Product Experience:
- 96%
- Negotiation and Contract:
- 93%
- Conflict Resolution:
- 92%
- Strategy & Innovation:
- 92%
- Service Experience:
- 96%
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.
+94 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
- Reliable
- Enables Productivity
- Effective Service
- Saves Time
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
Configurable Knowledge Repository
Social Features
Role-Based Access
Workflow and Approval Management
Bulk Actions
API Integration
Multi-Language Support
Intelligent Search
Multiple File Type Support
AI Capabilities
Rich Text Editor
Vendor Capability Ratings
Quality of Features
Breadth of Features
Business Value Created
Ease of Customization
Ease of Implementation
Ease of IT Administration
Ease of Data Integration
Usability and Intuitiveness
Availability and Quality of Training
Vendor Support
Product Strategy and Rate of Improvement
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Freshdesk Reviews
Lisa G.
- Role: Finance
- Industry: Finance
- Involvement: End User of Application
Submitted Apr 2025
An Advanced AI-driven Solution
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk is a cloud-based customer support platform that integrates a roc=bust knowledge management system. This feature empowers us to create, manage, and share information by balancing both internal knowledge sharing among support agents and customer self-service. It offers a structured format to generate, disseminate, and archive knowledge articles. This helps us to build a comprehensive knowledge base according to our wants.
What is your favorite aspect of this product?
The way it is giving services is amazing. I really like its interface and given features. Freshdesk supports multiple languages, allowing us to serve our international customers and maintain our credibility. It automatically translates articles, so we do not have to manually create versions in different languages. With the help of its AI features, it automatically suggests relevant articles for both agents and customers. It also forecasts what customers are searching for and surfaces answers.
What do you dislike most about this product?
Freshdesk provides AI-suggested articles but does not provide deep engagement analytics. No heat maps or user journey tracking is available to track user journeys to see which sections of an article are most helpful. It causes difficulty in solving the actual problems of customers.
What recommendations would you give to someone considering this product?
To maximize its usability, one is suggested to structure its knowledge base. A well-organized knowledge base improves self-service rates and reduces ticket load. Freshdesk’s built-in features are helpful, but some areas are limited, so for advanced integration, integrate with external powerful platforms.
Pros
- Helps Innovate
- Effective Service
- Inspires Innovation
- Caring
Delight Ijeoma N.
- Role: Sales Marketing
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Mar 2025
A Solid Choice for Customer Engagement.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Unlike some competitors, Freshdesk integrates multiple channels like email, chat, social media, and phone into one platform.
What is your favorite aspect of this product?
Its AI assistant, Freddy, helps automate ticket responses, routing, and analytics, reducing manual work.
What do you dislike most about this product?
The system can sometimes lag, especially when handling a high volume of tickets.
What recommendations would you give to someone considering this product?
If you require advanced reporting, automation, or AI features, be prepared for higher-tier plans.
Pros
- Unique Features
- Efficient Service
- Saves Time
- Fair
Idrissa L.
- Role: Human Resources
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Dec 2024
Simplifying Employee Support
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Employees can submit HR-related queries through email, chat, or the portal, and everything is tracked in one place. For HR, this centralization is a dream when it comes to addressing payroll issues, benefits queries, or onboarding hiccups
What is your favorite aspect of this product?
Queries about payroll go straight to the finance team, while benefits-related questions are assigned to HR.
What do you dislike most about this product?
While it’s great for tracking ticket resolution times, it doesn’t provide much insight into recurring issues or trends, which would be valuable for proactive HR planning.
What recommendations would you give to someone considering this product?
Up to now, it’s all been positives about Freshdesk, so it’s almost certain that I recommend it.
Pros
- Helps Innovate
- Trustworthy
- Fair
- Generous Negotitation
