Freshdesk Logo Award Winner Product Badge
Freshdesk Logo Award Winner Product Badge
Freshworks

Freshdesk

Composite Score
8.5 /10
CX Score
8.7 /10
Get Demo

In Partnership With SelectHub

Claim Software
Category
Freshdesk
8.5 /10

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

Book a Free Demo Today!

See it in action with a free demo.

Click below to sign up on our partner's website.

Get Demo

In Partnership With SelectHub

Awards & Recognition

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

Filter By

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


{y}
{name}

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

83

Agent Collaboration

83

Multi Channel Support

81

Agent Scripting

80

Customer Service Knowledge Management

80

Contact Center Integration

80

Customer Service Workflow Management

80

Customer Community Management

79

Analytics and Reporting

79

Intelligent Search

78

Mobile Customer Care

77

Vendor Capability Ratings

Average 81

Business Value Created

84

Ease of Implementation

84

Breadth of Features

84

Usability and Intuitiveness

82

Ease of IT Administration

82

Quality of Features

81

Ease of Data Integration

80

Ease of Customization

80

Availability and Quality of Training

79

Vendor Support

78

Product Strategy and Rate of Improvement

76

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

Most Popular Freshdesk Comparisons