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

Jyoti S.

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

Validated Review

Verified Reviewer

Submitted Oct 2021

"Great CRM"

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Customizable forms and data input. APIs are very simple and stable to use

What is your favorite aspect of this product?

Easy to use Reporting dashboard Analytics

What do you dislike most about this product?

Limited choices for the font in email template

What recommendations would you give to someone considering this product?

Freshsales has very easy-to-use and good reporting tools available to forecast your sales figures for coming weeks, months, and years, and sales reps by performance, etc.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Amilker C.

Role: Operations
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2021

Ótimo software de gerenciamento de tíquetes

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

Freshdesk tem crescido muito nos últimos anos.

What is your favorite aspect of this product?

Análises e interface de usuário

What do you dislike most about this product?

Suporte local e correção de bugs da plataforma

What recommendations would you give to someone considering this product?

Os custos são bem menores se comparado com Zendesk ou Hubspot service

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Parimita G.

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

Validated Review

Verified Reviewer

Submitted Aug 2021

Awesome Customer Support tool for us

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Free plan with unlimited agents Integration with social media platforms for importing queries Notify over mail and remind on high priority label tickets Gives warning before reaching TAT period of tickets. Great customer support. Bulk of features with justified pricing.

What is your favorite aspect of this product?

It is a tool to convert your customer queries to tickets tom resolve easily. You can integrate with your social media platforms to import queries and convert them to tickets. It will notify support team ticket type and priority label. It also detects keywords from tickets and assign to dedicated support team for faster resolution. If you have skipped any ticket and it is going to cross TAT period it will give you notification over dashboard and mail. Customers able to raise tickets with required details and you can reply to them directly on tickets. Customers can also attach image to tickets for better clarification on issues.

What do you dislike most about this product?

No hate to this tool as it has helped us a lot in our business.

What recommendations would you give to someone considering this product?

Confirm recommendation as it is budget friendly tool for small and medium businesses. If you are new and can't spend much then you can go with free plan with limited features which are also benefited to all. It has quality customer support where staffs talk as friendly and solves your issues with this tool.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

Jyoti S.

"Great CRM"

Likeliness to Recommend

Pros

Amilker C.

Ótimo software de gerenciamento de tíquetes

Likeliness to Recommend

Pros

Parimita G.

Awesome Customer Support tool for us

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