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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

Agnė Š.

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

Submitted Jan 2022

Good tool for managing customer support

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Ability to use a free plan which can cover basic customer support needs.

What is your favorite aspect of this product?

It's very customizable. My favourite features are adding tags, bulk updates.

What do you dislike most about this product?

That it takes some time to learn to use all the functions.

What recommendations would you give to someone considering this product?

Good product for someone who is starting out.

Pros

  • Enables Productivity
  • Trustworthy
  • Respectful
  • Helps Innovate
  • Role: Operations
  • Industry: Shipping
  • Involvement: End User of Application
Validated Review
Anonymous Reviewer

Submitted Oct 2021

Cool product, slow service

Likeliness to Recommend

6 /10

Pros

  • Respectful
  • Inspires Innovation

Cons

  • Less Efficient Service
  • Less Generous
  • Under Delivered
  • Role: Information Technology
  • Industry: Consulting
  • Involvement: Business Leader or Manager
Validated Review
Anonymous Reviewer

Submitted Oct 2021

Good for basic needs but lacks key features

Likeliness to Recommend

8 /10

Pros

  • Reliable
  • Efficient Service
  • Respectful
  • Enables Productivity

Cons

  • Inhibits Innovation
  • Commodity Features
  • Slower Product Innovation

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