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

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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

JACKLINE B.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

BEST CUSTOMER SERVICE PRODUCT SOLUTION!

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Freshdesk is differentiated from other products for various reasons for instance it has enabled us manage all our support channels from one place.

What is your favorite aspect of this product?

-Freshdesk has enabled us manage our marketing and web design team. -The product is easy to use, maintain and moreover manage. -I love the fact that it keeps clients/customers information. -The automation and reporting features are perfect. -It easy integrates well with other products. -The cost is affordable for both small to large businesses. -Saves on time and energy.

What do you dislike most about this product?

i have nothing that i dislike about the product it is best work for us.

What recommendations would you give to someone considering this product?

We have enjoyed using the product and therefore we confidently love to recommend it to other companies, businesses and team projects.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Alain M.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2021

The best platform for organizing documentation

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

The intelligent search when it comes to the knowledge management system really made the difference. While we could list documentation on our own website, by using FreshDesk we took this to a whole new level, while integrating at the same time to our customer support platform.

What is your favorite aspect of this product?

We could provide a more detailed assistance thanks to the knowledge management system. At the same time, we managed to reduce time spent on support tickets. The reporting and analytics features were also really helpful.

What do you dislike most about this product?

The Multilingual Knowledge Base features are only available as from the Garden package. I believe that this should be a feature available at all levels.

What recommendations would you give to someone considering this product?

FreshDesk is really one of the best tools I've used when it comes to customer support. I can say that it really steered our organization in the right direction, automating a lot of uninteresting tasks. I recommend.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Niall K.

Role: Finance
Industry: Other
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jul 2021

Flexible feature rich product suited to all levels

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

It's ability to adapt to such a wide and varied array of requirements.

What is your favorite aspect of this product?

The customisations and automations have made our jobs 10x easier.

What do you dislike most about this product?

Some additional form customisation features would be useful for our needs.

What recommendations would you give to someone considering this product?

Get to grips with the automations first. You can save huge chunks of your time here.

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

JACKLINE B.

BEST CUSTOMER SERVICE PRODUCT SOLUTION!

Likeliness to Recommend

Pros

Alain M.

The best platform for organizing documentation

Likeliness to Recommend

Pros

Niall K.

Flexible feature rich product suited to all levels

Likeliness to Recommend

Pros

Most Popular Freshdesk Comparisons

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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