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.
86 Likeliness to Recommend
1
Since last award
94 Plan to Renew
3
Since last award
84 Satisfaction of Cost Relative to Value
1
Since last award
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.
+82 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
Agent Collaboration
Multi Channel Support
Customer Service Knowledge Management
Agent Scripting
Contact Center Integration
Customer Community Management
Customer Service Workflow Management
Analytics and Reporting
Intelligent Search
Mobile Customer Care
Vendor Capability Ratings
Business Value Created
Ease of Implementation
Breadth of Features
Usability and Intuitiveness
Ease of IT Administration
Quality of Features
Ease of Data Integration
Ease of Customization
Availability and Quality of Training
Vendor Support
Product Strategy and Rate of Improvement
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Freshdesk Reviews
Sukesh H.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Aug 2024
Good omni-channel support tool - Freshdesk
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
The interface is user friendly and the setup can be done quickly. Since its an omnichannel support tool the easy setup makes it a solid solution.
What is your favorite aspect of this product?
Multi-channel support - All channels (phone, chat, email support) can be handled from a single place.
What do you dislike most about this product?
Poor customer support
What recommendations would you give to someone considering this product?
Test all the integrations you need before implementing Freshdesk. Leverage the trial to test as well.
Pros
- Continually Improving Product
- Enables Productivity
- Helps Innovate
- Reliable
Cons
- Less Efficient Service
- Less Caring
- Wastes Time
Lars N.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jun 2024
Excellent experience with Freshdesk.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
When it comes to tailoring the platform to our unique requirements, Freshdesk outperforms its competitors. Agents can offer customers the best solutions with less effort by using ticket templates. Facilitates smooth ticket tracking and saves time. Since Freshdesk is a cloud-based solution, there are no hardware deployment requirements to budget for.
What is your favorite aspect of this product?
Freshdesk is an amazing platform for customer service. It has allowed us to manage customer service requests quickly and efficiently. We have been able to easily customize the platform to meet our specific needs and it provides us with multi-channel support when we interact with customers through various channels such as chat, email, phone and other social media platforms.
What do you dislike most about this product?
We must check the spelling of our work accurately because it does not do it for us.
What recommendations would you give to someone considering this product?
Freshdesk is an affordable and expandable customer support solution that is ideal for small and medium-sized companies or organizations. Its user-friendly interface makes it very simple to set up. Multi-channel support is provided when your company interacts with customers over a variety of channels, including chat, email, the phone, and more social media platforms.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
James W.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
Reliable support program for your company
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Since our organization deals with continuous customer service, it has proven to be an invaluable tool. That is, we use Freshdesk to transparently and accurately track contact with our customers through tickets that become help for us.
What is your favorite aspect of this product?
Freshdesk's interface is very fluid, so I have no problem navigating it. Not only is it easy to reassign tags, but I can tag very easily, which is something I had been looking for for a long time. On the other hand, I'm very good at entries. Its functionalities allow us to establish a contact channel and resolve issues with a complete record.
What do you dislike most about this product?
Frankly, I don't know what else I can say about the program; if only the search filters could be refined to make the process easier and faster.
What recommendations would you give to someone considering this product?
I would recommend it for companies that insist on providing a premium service, it is an ideal solution for managing tickets. Your company can benefit from an in-house help desk that allows for more serious and unbiased interactions with customers.
Pros
- Continually Improving Product
- Reliable
- Enables Productivity
- Trustworthy