In Partnership With SelectHub
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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In Partnership With SelectHub
Freshdesk Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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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
Also Featured in...
Freshdesk Reviews
Michael M.
- Role: Sales Marketing
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Nov 2022
Freshdesk, a great ticketing tool
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
We use Freshdesk to respond to client inquiries and resolve problems, such as when a customer texts us about an issue they're having; however, we've run into troubles with the software since its most recent upgrade; for instance, a previously successful programmed response no longer sends, and I have to reload the page before it will send.
What is your favorite aspect of this product?
The employee's ability to quickly learn and use the system, as well as the presentation method, are both strong points. However, after the most recent update, we began experiencing issues with messages not being sent; in order to send them, we had to reload the page, which takes a significant amount of time every day. Our company's ability to swiftly respond to and keep tabs on inquiries has directly contributed to higher levels of customer satisfaction and retention. Analyze records to fine-tune administration.
What do you dislike most about this product?
It may be necessary to restart the website in order to send a message if it was not included in the most recent update. Being in the dark about who is and isn't available to work at any given time. There was a delay in the message, but I can't tell if it was because of our internet or because of Freshdesk.
What recommendations would you give to someone considering this product?
In order to efficiently handle questions and complaints from customers, businesses can use Freshdesk, a ticketing system. You may optimize your business's operations and policies for the benefit of your customers with the help of its numerous analytical reports and dashboards.
Pros
- Continually Improving Product
- Enables Productivity
- Saves Time
- Transparent
Please tell us why you think this review should be flagged.
Carlos Eduardo D.
- Role: Sales Marketing
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Oct 2022
Freshdesk: Tickets and CRM within everyone's reach
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
We can work from this program with ticketing tools that help us to effectively connect and manage our customer inquiries and complaints. It serves as a data or time tracking system that we use to serve our customers. It has a great analytics platform where various reports are available to analyze the data quickly and present it in a meaningful way.
What is your favorite aspect of this product?
The look and feel of their web interface is very attractive, We have an advantage of options for customization of everything in conjunction with their mobile app which is very simple in addition to the browser version Even though we are on the free plan, we have had to contact support a few times and they have been absolutely responsive in a timely manner immediately.
What do you dislike most about this product?
Their search functionality could be more extensive because their filters on search terms are quite limited as sometimes the control panel doesn't load, it's just a gray screen. And the fact that you can't modify signatures based on the email address you reply to The tool doesn't know how to override the source address when there is another agent assigned.
What recommendations would you give to someone considering this product?
We strongly recommend Freshdesk, by companies with direct support needs, as for us it meets the standards, In our case we got their free trial to find out if their system had what it takes which corresponds to: customer satisfaction survey, ability to monitor tickets (Open, Solved, On Hold, etc.) and getting the ticket and reports easy to configure and share.
Pros
- Reliable
- Performance Enhancing
- Unique Features
- Caring
Please tell us why you think this review should be flagged.
Paul C.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2022
Ticket automations and updates
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
In terms of handling inquiries, problems, customer service and post-service requests, Freshdesk allows a variety of operational activities to be carried out on tickets, and the user experience is good, to allow agents and supervisors to work in the instance efficiently.
What is your favorite aspect of this product?
Ticket automations and updates, Link with social channels, excellent handling of Outgoing Emails, Possibility to create templates, The web interface is very nice, We have the options to configure everything as it suits us best.
What do you dislike most about this product?
Browser-based app has some issues with shortcuts for canned response links and support articles
What recommendations would you give to someone considering this product?
customer service emails, FOH and BOH are areas in which he performs very well. Provides a personalized experience, especially when more than one support agent may serve a customer
Pros
- Helps Innovate
- Continually Improving Product
- Performance Enhancing
- Effective Service
Please tell us why you think this review should be flagged.
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