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
Book a Free Demo Today!
See it in action with a free demo.
Click below to sign up on our partner's website.
In Partnership With SelectHub
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
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
- Role: Sales Marketing
- Industry: Recreation
- Involvement: Initial Implementation
Submitted Mar 2022
Great features but high price
Likeliness to Recommend
Pros
- Effective Service
- Security Protects
- Helps Innovate
- Reliable
Cons
- Slower Product Innovation
- Less Inspiring
- Less Caring
Please tell us why you think this review should be flagged.
Valentina G.
- Role: Finance
- Industry: Other
- Involvement: End User of Application
Submitted Mar 2022
The best in customer service and ticket generator
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
With Freshdesk we have been able to give a faster and more timely response to our customers and our agents work in a more organized and efficient way, being able to handle more requests in less time, thanks to the issuance of customizable tickets. Just what the company needed to build trust and have a smoother workflow.
What is your favorite aspect of this product?
The best thing about this software is that it is multichannel, allowing us to be always in touch with customer demands by any electronic means: Gmail, social networks, telephone and even forums. Also all reports, requests and incidents that arrive through the different channels, are converted into a ticket achieving an efficient workflow.
What do you dislike most about this product?
Its technical reports could be better and with more details to know the progress and progress of the department. It also does not allow surveys, a very useful tool to know the customer experience with our services.
What recommendations would you give to someone considering this product?
It has helped us a lot in terms of customer service. It is a fairly easy to use software and all its functions are very useful and necessary to make the work of the agents and customer service agents much easier and faster. We highly recommend it to small and large companies.
Pros
- Helps Innovate
- Reliable
- Trustworthy
- Efficient Service
Please tell us why you think this review should be flagged.
Jeniriana R.
- Role: Information Technology
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Feb 2022
Freshdesk, the best software for customer care
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
This software has helped our company to have better control and organization of all queries, claims and problems that our buyers may have and to solve them in the fastest way in order to keep our customers satisfied with our service.
What is your favorite aspect of this product?
One of the many advantages is that the response time of our agents is faster, since with Freshdesk it is much easier to know which case to attend and the order of priorities to solve them. We can also know through its system, which are the pending tickets, which are reopened, the solved tickets, so we can keep an order in our organization.
What do you dislike most about this product?
Its learning curve is long, so sessions and meetings are needed for all employees to understand and know how to get the most out of the program. Its technical support is not multilingual, so using its help service can be a complicated task if you only speak Spanish.
What recommendations would you give to someone considering this product?
Freshdesk has helped us in our customer service, getting our customers' problems solved faster and more efficiently. Overall, our customers are much more satisfied with our service, which has given our company a better reputation and new clientele.
Pros
- Enables Productivity
- Efficient Service
- Inspires Innovation
- Saves Time
Please tell us why you think this review should be flagged.
Get Instant Access<br>to this Report
Get Instant Access
to this Report
Unlock your first report with just a business email. Register to access our entire library.
© 2024 SoftwareReviews.com. All rights reserved.
