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Freshdesk Logo Award Winner Product Badge
Freshworks

Freshdesk

Composite Score
8.5 /10
CX Score
8.7 /10
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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.

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Awards & Recognition

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

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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

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

Khalil R.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2023

Especially useful when interacting with customers

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

With Freshdesk, we can streamline the sales process to our website visitors and reduce time wasting. It provides us with various information and statistics about conversations, which we can use to track progress and improve.

What is your favorite aspect of this product?

Its innovative use of technology and its special ability to facilitate business growth and service delivery through simple customer communication channels set it apart. Using this application will not cost you anything extra. Freshdesk's chat widget and automatic messages can be tailored to the aesthetics and tone of any brand. The excellent user interface has greatly improved my productivity.

What do you dislike most about this product?

The software has a steep learning curve, but has very helpful customer service.

What recommendations would you give to someone considering this product?

We use Freshdesk as an alternative incentive to promote our company, and the resulting pleasant customer connections help us grow quickly. We have mapped out the steps anyone can take to generate and distribute marketing concepts, while connecting them to a solid network infrastructure. Never before have we relied so heavily on communication to spread the word about our offerings. I believe that companies that want to improve their marketing methods would benefit from your emphasis on teamwork and transparent communication.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Efficient Service

Daniel K.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2022

Customer service is fast and complete.

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

It is good for customer database management as well as a ticketing tool that helps to connect, solve and manage customer inquiries and complaints effectively.

What is your favorite aspect of this product?

Automations and ticket updates, it is linked to social channels, Possibility of creating templates, Labeling and alerting other team members, it is customizable, it offers the option to configure everything as best suits us.

What do you dislike most about this product?

the mobile experience is not so good, Editing a contact's name is a pain.

What recommendations would you give to someone considering this product?

Provides a personalized experience, especially when more than one support agent may serve a customer.

Pros

  • Reliable
  • Enables Productivity
  • Unique Features
  • Saves Time

Charlie B.

  • Role: Consultant
  • Industry: Consulting
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2022

A good support management option

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

When the pandemic struck, Freshdesk saved lives. The omnichannel enabled us to instantly support every one of our users even though we had hundreds of students learning remotely. With the Fresh Desk Omnichannel, we have the best seller customer support available. It handles all incoming requests from the phone, chat, and emails by converting them into tickets, then unifies ticket resolution across the board.

What is your favorite aspect of this product?

When properly configured, it is simple to use and doesn't require any coding expertise. I adore how adaptable the system is. Teams can be created, and tickets can be assigned based on teams. It sends automated emails when a key is opened, closed, etc., which is convenient. The user interface is straightforward to use. Freshdesk runs exclusively in the cloud. It is simple to incorporate into a website, for instance, to begin a chat with a customer support representative immediately.

What do you dislike most about this product?

Due to a lack of flexibility, some functions do not function as they should or do not provide a comprehensive solution to a problem. I don't like how it isn't current with a CS associate's most recent requirements. The way tickets are handled could be better, and the UI should be cleaner. There is no doubt that reporting has to be updated and improved.

What recommendations would you give to someone considering this product?

It integrates quickly with a unique domain to provide a consistent user experience. Can speak with clients about their problems without difficulty. The new UI is highly intuitive and straightforward to use. Multiple receivers may be added to receive tickets. When properly configured, it is simple to use and doesn't require any coding expertise.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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