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

Trisha D.

Role: C-Level
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2022

Managing multiple tickets & assigning agents

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Freshdesk interface is easy to use, with the look of a social media platform. It's so easy to set reminders for overdue tickets, assign them to one or multiple agents and following up, until resolution. Furthermore, the priority tags are really useful, for tickets needing urgent attention.

What is your favorite aspect of this product?

API integration: Freshdesk can be integrated to multiple SMS and call center providers. This greatly helps in scaling, while at the same time streamlining the operations.

What do you dislike most about this product?

I believe that more updated video tutorials should be added covering each aspect of Freshdesk.

What recommendations would you give to someone considering this product?

Overall, this is a very powerful CRM, which will help in organizing your business, while making sure that your customers are attended and satisfied. I recommend.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Rinosa H.

Role: Consultant
Industry: Other
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Jan 2022

Easy to use & a great product.

Likeliness to Recommend

6 /10

What differentiates Freshdesk from other similar products?

None really

What is your favorite aspect of this product?

nothing in particular

What do you dislike most about this product?

well it is a bit pricy

What recommendations would you give to someone considering this product?

do your research.

Pros

Helps Innovate
Reliable
Performance Enhancing
Trustworthy

Cons

Commodity Features

Hachi P.

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

Validated Review

Verified Reviewer

Submitted Jan 2022

The amazing customer relationship platform

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

It is integrated with social media accounts like twitter and Facebook robustly so we can easily manage all these at one place, and it provides very easy setup. Its ticketing automation feature provide us better management of our company business workflows because we can create tickets in different ways. It also provides third party integration with other tools like MailChimp, skype, drop box etc. so we can use their platform as well to use it in better way.

What is your favorite aspect of this product?

The platform is overall a great support to our company business for customer support as we had enough number of clients to manage and this platform made easy to transfer, add information to any client. It is integrated with other online chats system so this feature is quite helpful. The analysis became easy for us now any time we can check any individual's result. This helped us a lot for upcoming leads.

What do you dislike most about this product?

A refresh to client-side portal is needed as it becomes clunky. There must be upload images option required rather than attach files. In this app assigning email to team members is remain hidden in inbox which causes duplicate works.

What recommendations would you give to someone considering this product?

we can learn from its provided tutorials if we have any problem using it. Highly recommended to everyone.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

Trisha D.

Managing multiple tickets & assigning agents

Likeliness to Recommend

Pros

Rinosa H.

Easy to use & a great product.

Likeliness to Recommend

Pros

Cons

Hachi P.

The amazing customer relationship platform

Likeliness to Recommend

Pros

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1
Since last award

1
Since last award

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