Freshworks

Freshdesk

Composite Score

8.5 /10

CX Score

8.6 /10

137 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

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2024 Data Quadrant Gold Medalist

Latest Award, 2024

9 Top Rated Capabilities

7 Top Rated Features

Latest Award, 2024

2023 Emotional Footprint Champion

2023

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

1
Since last award

94 Plan to Renew

3
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.

+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?

8% Negative

7% Neutral

85% Positive

Pros

Respectful
Enables Productivity
Reliable
Performance Enhancing

Feature Ratings

Average 80

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

Average 80

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

Sukesh H.

Role: Operations
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2024

Good omni-channel support tool - Freshdesk

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

The interface is user friendly and the setup can be done quickly. Since its an omnichannel support tool the easy setup makes it a solid solution.

What is your favorite aspect of this product?

Multi-channel support - All channels (phone, chat, email support) can be handled from a single place.

What do you dislike most about this product?

Poor customer support

What recommendations would you give to someone considering this product?

Test all the integrations you need before implementing Freshdesk. Leverage the trial to test as well.

Pros

Continually Improving Product
Enables Productivity
Helps Innovate
Reliable

Cons

Less Efficient Service
Less Caring
Wastes Time

Lars N.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jun 2024

Excellent experience with Freshdesk.

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

When it comes to tailoring the platform to our unique requirements, Freshdesk outperforms its competitors. Agents can offer customers the best solutions with less effort by using ticket templates. Facilitates smooth ticket tracking and saves time. Since Freshdesk is a cloud-based solution, there are no hardware deployment requirements to budget for.

What is your favorite aspect of this product?

Freshdesk is an amazing platform for customer service. It has allowed us to manage customer service requests quickly and efficiently. We have been able to easily customize the platform to meet our specific needs and it provides us with multi-channel support when we interact with customers through various channels such as chat, email, phone and other social media platforms.

What do you dislike most about this product?

We must check the spelling of our work accurately because it does not do it for us.

What recommendations would you give to someone considering this product?

Freshdesk is an affordable and expandable customer support solution that is ideal for small and medium-sized companies or organizations. Its user-friendly interface makes it very simple to set up. Multi-channel support is provided when your company interacts with customers over a variety of channels, including chat, email, the phone, and more social media platforms.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

James W.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2024

Reliable support program for your company

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Since our organization deals with continuous customer service, it has proven to be an invaluable tool. That is, we use Freshdesk to transparently and accurately track contact with our customers through tickets that become help for us.

What is your favorite aspect of this product?

Freshdesk's interface is very fluid, so I have no problem navigating it. Not only is it easy to reassign tags, but I can tag very easily, which is something I had been looking for for a long time. On the other hand, I'm very good at entries. Its functionalities allow us to establish a contact channel and resolve issues with a complete record.

What do you dislike most about this product?

Frankly, I don't know what else I can say about the program; if only the search filters could be refined to make the process easier and faster.

What recommendations would you give to someone considering this product?

I would recommend it for companies that insist on providing a premium service, it is an ideal solution for managing tickets. Your company can benefit from an in-house help desk that allows for more serious and unbiased interactions with customers.

Pros

Continually Improving Product
Reliable
Enables Productivity
Trustworthy

Freshdesk

What is Freshdesk?

Company Details

Book a Free Demo Today!

Awards & Recognition

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

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

+82 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 among 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.

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.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

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

Sukesh H.

Good omni-channel support tool - Freshdesk

Likeliness to Recommend

Pros

Cons

Lars N.

Excellent experience with Freshdesk.

Likeliness to Recommend

Pros

James W.

Reliable support program for your company

Likeliness to Recommend

Pros

1
Since last award

3
Since last award

1
Since last award

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