This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-888-670-8889 (US/CAN) or
+1-703-340-1171 (International)

Freshworks Inc.

Freshdesk

Composite Score

8.6 /10

CX Score

8.8 /10

157 Reviews Write a Review

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 Assistance

Awards & Recognition

Freshdesk won the following awards in the Customer Service - Enterprise category

Filter By

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation

2023

2023 Data Quadrant Gold Medalist

2023

9 Top Rated Capabilities

7 Top Rated Features

2023

2022 Data Quadrant Gold Medalist

2022

8 Top Rated Capabilities

5 Top Rated Features

2022

Freshdesk 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.

86 Likeliness to Recommend

96 Plan to Renew

Up 2
Since last award

83 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

undefined

{y}

{name}

Emotional Footprint Overview

Product Experience:: 88%
Negotiation and Contract:: 83%
Conflict Resolution:: 85%
Strategy & Innovation:: 84%
Service Experience:: 88%

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 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?

7% Negative

4% Neutral

89% Positive

Pros

Enables Productivity
Respectful
Reliable
Performance Enhancing

Feature Ratings

Average 81

Customer Self Service Capabilities

Agent Collaboration

Multi Channel Support

Customer Service Knowledge Management

Customer Service Workflow Management

Contact Center Integration

Agent Scripting

Analytics and Reporting

Customer Community Management

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Average 81

Business Value Created

Breadth of Features

Ease of Implementation

Usability and Intuitiveness

Ease of IT Administration

Quality of Features

Ease of Customization

Ease of Data Integration

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement

Also Featured in...

Knowledge Management

Translation missing: en.product_page.ratings.score 8.4

View Freshdesk in this category (opens in a new tab)

Field Service Management

Translation missing: en.product_page.ratings.score 8.0

View Freshdesk in this category (opens in a new tab)

Freshdesk Reviews

Ursulla U.

Role: Sales Marketing
Industry: Telecommunications
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2025

Simply friendly and valid

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

Simple Friendly Unique

What is your favorite aspect of this product?

Stock based Customer Support

What do you dislike most about this product?

All are impressive

What recommendations would you give to someone considering this product?

Congratulations you got the best product

Pros

Client Friendly Policies
Helps Innovate
Continually Improving Product
Reliable

Taiwo A.

Role: Operations
Industry: Banking
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2025

"Fast resolution process." "user friendly."

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Freshdesk's scalability, powerful analytics, responsive support, and ease of use set it apart from other comparable products.

What is your favorite aspect of this product?

The responsiveness in process of resolution

What do you dislike most about this product?

I don not have any dislike about the product

What recommendations would you give to someone considering this product?

It has self-service support portal for support agents and customers.

Pros

Helps Innovate
Continually Improving Product
Unique Features
Efficient Service

NIKITA S.

Role: Information Technology
Industry: Communications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2024

Freshdesk overview and review

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Freshdesk differentiates itself with its user-friendly interface, robust omnichannel support, and cost-effective scalability for businesses of all sizes.

What is your favorite aspect of this product?

its fit for small company also

What do you dislike most about this product?

The occasional complexity in customizing workflows and limited advanced reporting features can be challenging for users with specific needs.

What recommendations would you give to someone considering this product?

I would recommend exploring Freshdesk's free trial to assess its features, focusing on its automation tools, omnichannel support, and integrations to ensure it aligns with your business needs.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Latest Research

Freshdesk

What is Freshdesk?

Company Details

Need Assistance?

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Data Quadrant Gold Medalist

Freshdesk Ratings

86 Likeliness to Recommend

96 Plan to Renew

Up 2 Since last award

83 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+86 Net Emotional Footprint

How much do users love Freshdesk?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Community Management Creation and management of branded and focussed user communities.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Also Featured in...

Knowledge Management

Field Service Management

Freshdesk Reviews

Ursulla U.

Simply friendly and valid

Likeliness to Recommend

Pros

Taiwo A.

"Fast resolution process." "user friendly."

Likeliness to Recommend

Pros

NIKITA S.

Freshdesk overview and review

Likeliness to Recommend

Pros

Most Popular Freshdesk Comparisons

HubSpot Service Hub

Zendesk for Service

Salesforce Service Cloud

Microsoft Dynamics 365 for Customer Service

Zoho Desk

Oracle Service

Title

Up 2
Since last award

Feature Ratings

Customer Self Service Capabilities

Agent Collaboration

Multi Channel Support

Customer Service Knowledge Management

Customer Service Workflow Management

Contact Center Integration

Agent Scripting

Analytics and Reporting

Customer Community Management

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Business Value Created

Breadth of Features

Ease of Implementation

Usability and Intuitiveness

Ease of IT Administration

Quality of Features

Ease of Customization

Ease of Data Integration

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement