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
Yevheniia B.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Nov 2023
Our support and customer service tool
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
I chose Freshdesk because it is easy to use and valuable in all areas, especially customer support, and it helps the company a lot. It has an exceptional knowledge base and is a fantastic tool to encourage better customer service and support.
What is your favorite aspect of this product?
This program has been a great help to our customer service and support operations, and I love how it has helped us maintain customer alignment and organization. Freshdesk has improved our customer service because it is easy to use and has an excellent support staff that has been there for us whenever we needed them.
What do you dislike most about this product?
If better search tools and filters allowed users to find tickets or actions based on keywords or dates quickly, it would be a huge time saver.
What recommendations would you give to someone considering this product?
Since we started using it, we have been able to quickly and easily manage any customer service issue by creating a ticket for it. Our customers are satisfied and trust our brand more. As a result, we have developed strong and lasting bonds with them. One of the many advantages we have gained is the first-class support service provided by the Freshdesk team.
Pros
- Reliable
- Performance Enhancing
- Trustworthy
- Efficient Service
Takunda A. M.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Nov 2023
Easy to use but a bit pricey for standard features
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Can be set up in a minimal amount of time
What is your favorite aspect of this product?
Generous number of agents for the free version
What do you dislike most about this product?
Cost per agent for even the cheapest plan is quite high just to get standard features.
What recommendations would you give to someone considering this product?
It's good for basic ticketing. If you need more advanced features be prepared to pay a premium or negotiate with the vendor sales team
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Respectful
Cons
- Charges for Enhancements
- Vendor's Interest First
- Less Generous
Fabian H.
- Role: Sales Marketing
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Oct 2023
Rapid implementation with a reasonable price tag
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Ease of use, simplicity to implement
What is your favorite aspect of this product?
Ease of use, intuitivity
What do you dislike most about this product?
Integration & customization limitations
What recommendations would you give to someone considering this product?
Check in detail what you need right now and what freshness can deliver
Pros
- Respectful
- Friendly Negotiation
- Enables Productivity
- Efficient Service
Cons
- Commodity Features
- Less Effective Service
- Less Generous