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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

Anchal B.

  • Role: Operations
  • Industry: Finance
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Sep 2024

Easy to use Userfriendly

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

The most helpful thing about Freshdesk is the integration with the other application.

What is your favorite aspect of this product?

Very User-friendly and great interface. Easy to set the filter, easy to customize and download report. Creating and using canned responses makes my team work easy. Daily report helps seeing daily was SLA.

What do you dislike most about this product?

Sometimes, it is harder to track back the conversation, and we are not able to set a schedule for sending emails.

What recommendations would you give to someone considering this product?

Very much easier to download & customise reports. With a user-friendly interface, tracking CSAT & SLA is easier.

Pros

  • Continually Improving Product
  • Enables Productivity
  • Trustworthy
  • Unique Features

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

Gregory C.

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

Submitted Mar 2024

A fantastic ticket management tool is Freshdesk

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

With automation and streamlined ticket management from Freshdesk, we can overcome our customer service challenges. Thanks to this, our team is now more efficient, response times are shorter and customer satisfaction is higher. Additionally, the reporting tools offered by Freshdesk provide important data that can be used to improve our support operations.

What is your favorite aspect of this product?

It is very useful to have all the requests from the entire company consolidated into one system. We have certain team members who handle these requests and it is very easy to pick up or transfer work.

What do you dislike most about this product?

Mainly the price, Each full-time agent requires their own license, while infrequent users will need to purchase a one-day ticket. In my opinion, Fresh's choice to charge for the co-pilot role is also wrong, especially since it is open to everyone.

What recommendations would you give to someone considering this product?

Incredibly easy to use and productive; Team members can collaborate in real time and requests can be categorized and organized into lists quickly and easily.

Pros

  • Helps Innovate
  • Enables Productivity
  • Efficient Service
  • Inspires Innovation

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