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
Flora M.
- Role: Information Technology
- Industry: Finance
- Involvement: End User of Application
Submitted Apr 2021
Easy to implement
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk offers a dynamic pricing model which is highly competitive making it a great choice for both small and large organizations alike
What is your favorite aspect of this product?
Self service portals can be implemented without much effort and these portals are also understandable for the customer making it easier for them to log issues and requests
What do you dislike most about this product?
There are occasional glitches and outages which needs to be minimalised
What recommendations would you give to someone considering this product?
It is a great tool which could prove to be very helpful for the customers and also comes at a lower price point than its competitors
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Trustworthy
Veronica L.
- Role: Industry Specific Role
- Industry: Telecommunications
- Involvement: Business Leader or Manager
Submitted Apr 2021
Fantastic Product
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
I have no experience from similar customer service management platforms.
What is your favorite aspect of this product?
I like the capability of this product to ensure that our customers are well served. Clients can easily reach to our marketing team and make their orders and raise any concerns.
What do you dislike most about this product?
I have not disliked anything from this product.
What recommendations would you give to someone considering this product?
I highly recommend this great product to any company for effective customer service management.
Pros
- Continually Improving Product
- Enables Productivity
- Unique Features
- Inspires Innovation
David T.
- Role: Sales Marketing
- Industry: Other
- Involvement: IT Leader or Manager
Submitted Apr 2021
Great product
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
This is the most powerful product for ensuring that all clients are on the same page with the service providers.
What is your favorite aspect of this product?
It offers great platform for giving excellent services to potential customers. With Freshdesk customer satisfaction is guaranteed hence having higher chances of winning more clients.
What do you dislike most about this product?
I have not experienced any drawback from the operation of this product.
What recommendations would you give to someone considering this product?
For excellent service delivery to customers and proper relationships with team members Freshdesk is the best tool to deploy.
Pros
- Continually Improving Product
- Unique Features
- Efficient Service
- Effective Service