Freshworks

Freshdesk

Composite Score

8.4 /10

CX Score

8.6 /10

51 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

Intelligent Search

API Integration

Role-Based Access

Multi-Language Support

Bulk Actions

AI Capabilities

Multiple File Type 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

Ease of Data Integration

Availability and Quality of Training

Usability and Intuitiveness

Vendor Support

Product Strategy and Rate of Improvement

Also Featured in...

Customer Service - Enterprise

Score 8.5

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Field Service Management

Score 7.7

View Freshdesk in this category (opens in a new tab)

Freshdesk Reviews

Nicolas F.

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

Validated Review

Verified Reviewer

Submitted Jan 2024

Assigning tickets for professional support

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

FreshDesk interface is easy to use. Tickets priority can be set up right away.

What is your favorite aspect of this product?

The fact that it assigns a ticket number and remind the agent of any overdue/pending tickets.

What do you dislike most about this product?

Pricing can be more affordable.

What recommendations would you give to someone considering this product?

To anyone looking for a professional customer support CRM, FreshDesk is one of the best solutions.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Robin P.

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

Validated Review

Verified Reviewer

Submitted Dec 2023

Great product, constantly evolving!

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Customise of ticket fields to suit, various teams. Knowledge functionality has improved over recent years

What is your favorite aspect of this product?

automations

What do you dislike most about this product?

Could do more to guide/recommend solutions to agents

What recommendations would you give to someone considering this product?

Very good for managing tickets, can access them from mobile easily, allowing true support from anywhere! Still improving on Knowledge base and how that can help agents

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Yevheniia B.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2023

Our support and customer service tool

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

I chose Freshdesk because it is easy to use and valuable in all areas, especially customer support, and it helps the company a lot. It has an exceptional knowledge base and is a fantastic tool to encourage better customer service and support.

What is your favorite aspect of this product?

This program has been a great help to our customer service and support operations, and I love how it has helped us maintain customer alignment and organization. Freshdesk has improved our customer service because it is easy to use and has an excellent support staff that has been there for us whenever we needed them.

What do you dislike most about this product?

If better search tools and filters allowed users to find tickets or actions based on keywords or dates quickly, it would be a huge time saver.

What recommendations would you give to someone considering this product?

Since we started using it, we have been able to quickly and easily manage any customer service issue by creating a ticket for it. Our customers are satisfied and trust our brand more. As a result, we have developed strong and lasting bonds with them. One of the many advantages we have gained is the first-class support service provided by the Freshdesk team.

Pros

Reliable
Performance Enhancing
Trustworthy
Efficient Service

Freshdesk

What is Freshdesk?

Company Details

Need Assistance?

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.

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

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.

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

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

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.

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.

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

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.

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

Nicolas F.

Assigning tickets for professional support

Likeliness to Recommend

Pros

Robin P.

Great product, constantly evolving!

Likeliness to Recommend

Pros

Yevheniia B.

Our support and customer service tool

Likeliness to Recommend

Pros

Most Popular Freshdesk Comparisons

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HubSpot Service Hub

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Feature Ratings

Configurable Knowledge Repository

Workflow and Approval Management

Social Features

Intelligent Search

API Integration

Role-Based Access

Multi-Language Support

Bulk Actions

AI Capabilities

Multiple File Type 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

Ease of Data Integration

Availability and Quality of Training

Usability and Intuitiveness

Vendor Support

Product Strategy and Rate of Improvement