Freshdesk Logo Award Winner Product Badge
Freshdesk Logo Award Winner Product Badge
Freshworks

Freshdesk

Composite Score
8.4 /10
CX Score
8.6 /10
Freshdesk
8.4 /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.

Company Details


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Awards & Recognition

Freshdesk won the following awards in the Knowledge Management 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.

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

88

Workflow and Approval Management

88

Social Features

87

API Integration

86

Intelligent Search

86

Role-Based Access

86

Bulk Actions

85

AI Capabilities

85

Multiple File Type Support

85

Multi-Language Support

85

Rich Text Editor

84

Vendor Capability Ratings

Average 85

Quality of Features

90

Breadth of Features

89

Ease of Customization

88

Ease of Implementation

87

Business Value Created

86

Ease of IT Administration

86

Availability and Quality of Training

84

Ease of Data Integration

84

Usability and Intuitiveness

83

Vendor Support

81

Product Strategy and Rate of Improvement

77

Freshdesk Reviews

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

Kendall K.

  • Role: C-Level
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Aug 2021

It works very well for our needs.

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Sold to us as a package with chat, Helpdesk and knowledge base, without getting separately charged for each feature.

What is your favorite aspect of this product?

Ease of use; mobile app.

What do you dislike most about this product?

Inflexibility in billing.

What recommendations would you give to someone considering this product?

Make sure you know whether you want monthly or yearly agreement before jumping in.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Cons

  • Vendor's Interest First

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

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