Freshworks

Freshdesk

Composite Score

8.4 /10

CX Score

8.6 /10

52 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.

Company Details

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Awards & Recognition

Freshdesk won the following awards in the Knowledge Management category

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2024 Data Quadrant Gold Medalist

Latest Award, 2024

2 Top Rated Capabilities

0 Top Rated Features

Latest Award, 2024

2024 Emotional Footprint Champion

2024

Product Impact

2024

1 Top Rated Capabilities

2 Top Rated Features

2023

2 Top Rated Capabilities

4 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.

91 Likeliness to Recommend

100 Plan to Renew

88 Satisfaction of Cost Relative to Value

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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.

+94 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?

1% Negative

2% Neutral

97% Positive

Pros

Reliable
Enables Productivity
Effective Service
Saves Time

Feature Ratings

Average 85

Configurable Knowledge Repository

Workflow and Approval Management

Social Features

API Integration

Intelligent Search

Role-Based Access

Bulk Actions

AI Capabilities

Multiple File Type Support

Multi-Language Support

Rich Text Editor

Vendor Capability Ratings

Average 85

Quality of Features

Breadth of Features

Ease of Customization

Ease of Implementation

Business Value Created

Ease of IT Administration

Availability and Quality of Training

Ease of Data Integration

Usability and Intuitiveness

Vendor Support

Product Strategy and Rate of Improvement

Also Featured in...

Customer Service - Enterprise

Score 8.5

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

Marva F.

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

Validated Review

Verified Reviewer

Submitted May 2022

A useful tool for handling inquiries without email

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

To get things done fast, the menus are easy to use, but there is still a lot of power and functionality available to power users who dig a little deeper. Our group has had great success with it. Notes may be sent by users, which is a great feature. In addition, the API was simple to integrate with our existing tools. The software's appearance and user interface (UI) are both pleasing to the eye and intuitive to use.

What is your favorite aspect of this product?

The ticketing system works wonderfully, and there is a lot of assistance available to help you learn how to utilize it. I've had zero downtime since implementing the program, which is critical. I've been using it for many years to keep track of all my tickets, and it's worked flawlessly without the trouble of maintaining an internal system.

What do you dislike most about this product?

When you need help from customer service, it might be difficult to get it, and when you do, it can take a long time for them to respond.

What recommendations would you give to someone considering this product?

Tracking ticket requests through email is a useful feature. Allows for a more efficient approach for assigning tickets and resolving them without having to check an email inbox.

Pros

Unique Features
Saves Time
Continually Improving Product
Performance Enhancing

Gregg Z.

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

Validated Review

Verified Reviewer

Submitted Oct 2021

Effective, but buggy. Poor support structure.

Likeliness to Recommend

7 /10

What differentiates Freshdesk from other similar products?

Freshdesk has all the features you need for incident management, including internal and client-facing KB, ticket management, and reporting.

What is your favorite aspect of this product?

I have everything I need to support my customers in one place.

What do you dislike most about this product?

Freshworks does not share my company's passion for providing good, fast support. Many bugs are never fixed. Support agents often do not try to understand the issue. They prefer to blame the customer which makes it take too long to prove there is a bug. Then there is no ownership or willingness to tell you when or if there will be a fix. Freshdesk support agents and CSMs disconnect and ignore you instead of trying to navigate their internal bureaucracy to get solutions. There is no communication between the development and support teams. This results in a frustrating experience with each additional bug further eroding user efficiency.

What recommendations would you give to someone considering this product?

Know that you are getting a complete incident management system with everything you could need included. Freshdesk support is very helpful and effective for onboarding support and setup assistance. Be prepared to support yourself if things go wrong.

Pros

Enables Productivity
Reliable
Performance Enhancing
Includes Product Enhancements

Cons

Less Efficient Service
Less Effective Service
Less Caring

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

Freshdesk

What is Freshdesk?

Company Details

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Awards & Recognition

2024 Data Quadrant Gold Medalist

2024 Emotional Footprint Champion

Freshdesk Ratings

91 Likeliness to Recommend

100 Plan to Renew

88 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+94 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

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Social Features Social features allow knowledge users to like, rate, comment, or tag knowledge content.

API Integration API integrations with enterprise apps e.g. collaboration/communication tools, CRM, ECM, and existing knowledge sources allow access to content in multiple ways.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

Bulk Actions Allows users to import and export multiple articles at a time, make updates and changes to multiple categories, properties, or articles simultaneously.

AI Capabilities Artificial intelligence to enhance knowledge management such as automatically tagging content, recognizing duplicate content, and suggesting relevant content.

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Multi-Language Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

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.

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.

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.

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.

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 IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

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.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

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.

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...

Customer Service - Enterprise

Field Service Management

Freshdesk Reviews

Marva F.

A useful tool for handling inquiries without email

Likeliness to Recommend

Pros

Gregg Z.

Effective, but buggy. Poor support structure.

Likeliness to Recommend

Pros

Cons

Jyoti S.

"Great CRM"

Likeliness to Recommend

Pros

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Feature Ratings

Configurable Knowledge Repository

Workflow and Approval Management

Social Features

API Integration

Intelligent Search

Role-Based Access

Bulk Actions

AI Capabilities

Multiple File Type Support

Multi-Language Support

Rich Text Editor

Vendor Capability Ratings

Quality of Features

Breadth of Features

Ease of Customization

Ease of Implementation

Business Value Created

Ease of IT Administration

Availability and Quality of Training

Ease of Data Integration

Usability and Intuitiveness

Vendor Support

Product Strategy and Rate of Improvement