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

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

Sai Prakash Reddy A.

Role: Information Technology
Industry: Energy
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2023

Fun and innovative way to handle customers

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

The way it makes it effortless to handle all things customer related

What is your favorite aspect of this product?

Be able to assign tickets and organize the tasks at hand

What do you dislike most about this product?

Sometimes, it is cumbersome to find the exact email one has been looking for and find related attachments

What recommendations would you give to someone considering this product?

Great software that will all/most of your needs.

Pros

Reliable
Enables Productivity
Trustworthy
Unique Features

Robert D.

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

Validated Review

Verified Reviewer

Submitted Oct 2023

Easy to use, easy to manage, needs SAP integration

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

The vendor and license management works really well

What is your favorite aspect of this product?

Vendor and license management

What do you dislike most about this product?

I am not sure there is anything I dislike about it

What recommendations would you give to someone considering this product?

It's a great ticket tracking took for the service side of the IT industry. And, it provides great features with regards to license and vendor management.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

arvind j.

Role: Sales Marketing
Industry: Healthcare
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2023

Freshdesk: Your All-in-One Support Solution.

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

What sets Freshdesk apart is its seamless integration of various communication channels into a unified platform. This multichannel support ensures we can respond to customer inquiries from different sources efficiently. The automation and AI features simplify our workflow, allowing us to prioritize and assign tickets intelligently. Also, the customizable ticket fields provide a tailored approach to handling customer issues.

What is your favorite aspect of this product?

Personally, my favorite aspect is the robust knowledge base. It empowers customers to find solutions independently, reducing the number of support tickets. This not only saves time but also enhances customer satisfaction by providing them with the resources they need.

What do you dislike most about this product?

One thing I find less appealing is the pricing structure. While Freshdesk offers valuable features, the pricing plans can be a bit steep for small businesses. More flexible pricing options or tiered plans catering to different business sizes would be beneficial.

What recommendations would you give to someone considering this product?

For anyone considering Freshdesk, I'd suggest taking advantage of its automation and customization capabilities. Setting up workflows and automations based on your business needs can significantly boost efficiency. Additionally, explore the reporting and analytics features to gain insights into your support performance and identify areas for improvement. However, keep an eye on the pricing plans to ensure they align with your budget and business scale.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

Sai Prakash Reddy A.

Fun and innovative way to handle customers

Likeliness to Recommend

Pros

Robert D.

Easy to use, easy to manage, needs SAP integration

Likeliness to Recommend

Pros

arvind j.

Freshdesk: Your All-in-One Support Solution.

Likeliness to Recommend

Pros

Most Popular Freshdesk Comparisons

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HubSpot Service Hub

Guru

KnowledgeOwl

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