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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.
Company Details
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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
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?
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
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
Also Featured in...
Freshdesk Reviews
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Agnė Š.
- Role: Human Resources
- Industry: Technology
- Involvement: End User of Application
Submitted Jan 2022
Good tool for managing customer support
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
- Role: Operations
- Industry: Shipping
- Involvement: End User of Application
Submitted Oct 2021
Cool product, slow service
Likeliness to Recommend
Pros
- Respectful
- Inspires Innovation
Cons
- Less Efficient Service
- Less Generous
- Under Delivered
Please tell us why you think this review should be flagged.
- Role: Information Technology
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Oct 2021
Good for basic needs but lacks key features
Likeliness to Recommend
Pros
- Reliable
- Efficient Service
- Respectful
- Enables Productivity
Cons
- Inhibits Innovation
- Commodity Features
- Slower Product Innovation
Please tell us why you think this review should be flagged.
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