Freshworks

Freshdesk

Composite Score

8.5 /10

CX Score

8.7 /10

141 Reviews Write a Review

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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.

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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

95 Plan to Renew

1
Since last award

84 Satisfaction of Cost Relative to Value

1
Since last award

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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.

+83 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?

8% Negative

6% Neutral

86% Positive

Pros

Respectful
Enables Productivity
Reliable
Performance Enhancing

Feature Ratings

Average 81

Customer Self Service Capabilities

Agent Collaboration

Multi Channel Support

Agent Scripting

Customer Service Knowledge Management

Contact Center Integration

Customer Service Workflow Management

Customer Community Management

Analytics and Reporting

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Average 81

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

Also Featured in...

Knowledge Management

Score 8.4

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

Field Service Management

Score 7.7

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

Freshdesk Reviews

Donna C.

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

Validated Review

Verified Reviewer

Submitted Jul 2023

Many features, some difficult to implement

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

Freshdesk offers both immediate messaging and the ability to run reports and share with team members.

What is your favorite aspect of this product?

The ease of assigning tickets to team members to ensure all tickets are answered in a timely manner.

What do you dislike most about this product?

Once a ticket is escalated, it is difficult to locate it again.

What recommendations would you give to someone considering this product?

This product offers many valuable features that can be customized to your individual business needs. You can use as many or as little as needed to be more productive and work more efficiently.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Brian C.

Role: Sales Marketing
Industry: Entertainment
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2023

Freshdesk is an excellent help desk system

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

It helps us stay connected and reply on time. Leadership-level interaction and feedback to the group. Multiple languages and diverse agent groups are supported by our robust automation.

What is your favorite aspect of this product?

The website is really simple to use and learn for new users. I like that there's a dashboard that shows how many tickets each user has, how those tickets are rated, what their current status is, and how a 'round robin' tool can be used to distribute tickets fairly throughout a team.

What do you dislike most about this product?

Currently, they only have rudimentary AI features. In addition, they can only use the FreshDesk FAQ. It would be nice if this were to alter in the near future.

What recommendations would you give to someone considering this product?

We're using Freshdesk to keep track of customer support tickets and correspondence. By eliminating the need for repeat keystrokes when responding to customer inquiries, we can save time on assistance.

Pros

Helps Innovate
Reliable
Saves Time
Generous Negotitation

Sanchayeeta S.

Role: Operations
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jun 2023

Easy to use, but a bit pricey.

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

Freshdesk is a good enough platform to solve your customer queries and reply to them via tickets

What is your favorite aspect of this product?

It is good as we can assign the tickets to ourselves and then look into it as long as it is resolved

What do you dislike most about this product?

I dislike the reporting part as the report is very glitchy and not transparent which creates a lot of confusion in the team

What recommendations would you give to someone considering this product?

You may use it but the price is on the higher side

Pros

Altruistic
Client's Interest First
Over Delivered
Helps Innovate

Freshdesk

What is Freshdesk?

Company Details

Book a Free Demo Today!

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

95 Plan to Renew

1 Since last award

84 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+83 Net Emotional Footprint

How much do users love Freshdesk?

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.

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

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.

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

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

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

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

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.

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.

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.

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

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.

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

Donna C.

Many features, some difficult to implement

Likeliness to Recommend

Pros

Brian C.

Freshdesk is an excellent help desk system

Likeliness to Recommend

Pros

Sanchayeeta S.

Easy to use, but a bit pricey.

Likeliness to Recommend

Pros

Most Popular Freshdesk Comparisons

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1
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Feature Ratings

Customer Self Service Capabilities

Agent Collaboration

Multi Channel Support

Agent Scripting

Customer Service Knowledge Management

Contact Center Integration

Customer Service Workflow Management

Customer Community 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