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
Jyoti S.
- Role: Sales Marketing
- Industry: Recreation
- Involvement: End User of Application
Submitted Oct 2021
"Great CRM"
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Customizable forms and data input. APIs are very simple and stable to use
What is your favorite aspect of this product?
Easy to use Reporting dashboard Analytics
What do you dislike most about this product?
Limited choices for the font in email template
What recommendations would you give to someone considering this product?
Freshsales has very easy-to-use and good reporting tools available to forecast your sales figures for coming weeks, months, and years, and sales reps by performance, etc.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Amilker C.
- Role: Operations
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Sep 2021
Ótimo software de gerenciamento de tíquetes
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk tem crescido muito nos últimos anos.
What is your favorite aspect of this product?
Análises e interface de usuário
What do you dislike most about this product?
Suporte local e correção de bugs da plataforma
What recommendations would you give to someone considering this product?
Os custos são bem menores se comparado com Zendesk ou Hubspot service
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Parimita G.
- Role: Sales Marketing
- Industry: Transportation
- Involvement: End User of Application
Submitted Aug 2021
Awesome Customer Support tool for us
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Free plan with unlimited agents Integration with social media platforms for importing queries Notify over mail and remind on high priority label tickets Gives warning before reaching TAT period of tickets. Great customer support. Bulk of features with justified pricing.
What is your favorite aspect of this product?
It is a tool to convert your customer queries to tickets tom resolve easily. You can integrate with your social media platforms to import queries and convert them to tickets. It will notify support team ticket type and priority label. It also detects keywords from tickets and assign to dedicated support team for faster resolution. If you have skipped any ticket and it is going to cross TAT period it will give you notification over dashboard and mail. Customers able to raise tickets with required details and you can reply to them directly on tickets. Customers can also attach image to tickets for better clarification on issues.
What do you dislike most about this product?
No hate to this tool as it has helped us a lot in our business.
What recommendations would you give to someone considering this product?
Confirm recommendation as it is budget friendly tool for small and medium businesses. If you are new and can't spend much then you can go with free plan with limited features which are also benefited to all. It has quality customer support where staffs talk as friendly and solves your issues with this tool.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing