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

Dikoriro M.

  • Role: Information Technology
  • Industry: Other
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2022

A Great Knowledge Management Platform

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

I think what makes Freshdesk unique is that it is not only great when it comes to knowledge management but is also good as a customer service software.

What is your favorite aspect of this product?

Using Freshdesk is easy despite being resourceful The software works well as a customer service solution It makes knowledge management easy

What do you dislike most about this product?

Freshdesk is just good. Nothing less.

What recommendations would you give to someone considering this product?

For better business knowledge management, I recommend Freshdesk as it also comes with other capabilities including being a great customer service software.

Pros

  • Continually Improving Product
  • Reliable
  • Unique Features
  • Efficient Service

Pradeep K.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Nov 2022

Easy to use and very intuitive

Likeliness to Recommend

7 /10

What differentiates Freshdesk from other similar products?

Ease of usability and multi-role access

What is your favorite aspect of this product?

Single dashboard view

What do you dislike most about this product?

UI could be better

What recommendations would you give to someone considering this product?

Market Leader, definitely evaluate it if you are considering one

Pros

  • Caring
  • Reliable
  • Performance Enhancing
  • Trustworthy

Rodolfo B.

  • Role: Sales Marketing
  • Industry: Other
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Nov 2022

We have our customers well taken care of

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Since we have been using this software our customer service has improved enormously. It is a program designed for vendors and customers, because it allows us to achieve better customer service through different channels of care, centralized in a single control panel, so we can respond to the demands quickly and efficiently.

What is your favorite aspect of this product?

It has quick access to the history of each customer, so we can keep up to date with the customer's interaction with the company, while we serve them. In addition, it also allows us to record incoming and outgoing calls, which helps us to improve communication and eloquence in future conversations.

What do you dislike most about this product?

The installation of other applications can be complicated and they do not integrate as they should, which makes the workflow a little difficult. Its reports can be a bit simple, since our company needs extensive metrics and information from each client to improve, so the reports almost always have to be done manually and only rely on the one that throws the system.

What recommendations would you give to someone considering this product?

This software is ideal for all companies that require special attention to their customers. It is easy to use and any sales agent will be quickly trained to use it. In our organization it has been of great help and has allowed us to improve communication with our customers and increase sales, so we are pleased with its use.

Pros

  • Performance Enhancing
  • Unique Features
  • Efficient Service
  • Inspires Innovation

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