In Partnership With SelectHub
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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In Partnership With SelectHub
Freshdesk Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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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
Anchal B.
- Role: Operations
- Industry: Finance
- Involvement: Business Leader or Manager
Submitted Sep 2024
Easy to use Userfriendly
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
James W.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
Reliable support program for your company
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
Gregory C.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Mar 2024
A fantastic ticket management tool is Freshdesk
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
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