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

Carlos Eduardo D.

  • Role: Sales Marketing
  • Industry: Other
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Oct 2022

Freshdesk: Tickets and CRM within everyone's reach

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

We can work from this program with ticketing tools that help us to effectively connect and manage our customer inquiries and complaints. It serves as a data or time tracking system that we use to serve our customers. It has a great analytics platform where various reports are available to analyze the data quickly and present it in a meaningful way.

What is your favorite aspect of this product?

The look and feel of their web interface is very attractive, We have an advantage of options for customization of everything in conjunction with their mobile app which is very simple in addition to the browser version Even though we are on the free plan, we have had to contact support a few times and they have been absolutely responsive in a timely manner immediately.

What do you dislike most about this product?

Their search functionality could be more extensive because their filters on search terms are quite limited as sometimes the control panel doesn't load, it's just a gray screen. And the fact that you can't modify signatures based on the email address you reply to The tool doesn't know how to override the source address when there is another agent assigned.

What recommendations would you give to someone considering this product?

We strongly recommend Freshdesk, by companies with direct support needs, as for us it meets the standards, In our case we got their free trial to find out if their system had what it takes which corresponds to: customer satisfaction survey, ability to monitor tickets (Open, Solved, On Hold, etc.) and getting the ticket and reports easy to configure and share.

Pros

  • Reliable
  • Performance Enhancing
  • Unique Features
  • Caring

Paul C.

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

Submitted Oct 2022

Ticket automations and updates

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

In terms of handling inquiries, problems, customer service and post-service requests, Freshdesk allows a variety of operational activities to be carried out on tickets, and the user experience is good, to allow agents and supervisors to work in the instance efficiently.

What is your favorite aspect of this product?

Ticket automations and updates, Link with social channels, excellent handling of Outgoing Emails, Possibility to create templates, The web interface is very nice, We have the options to configure everything as it suits us best.

What do you dislike most about this product?

Browser-based app has some issues with shortcuts for canned response links and support articles

What recommendations would you give to someone considering this product?

customer service emails, FOH and BOH are areas in which he performs very well. Provides a personalized experience, especially when more than one support agent may serve a customer

Pros

  • Helps Innovate
  • Continually Improving Product
  • Performance Enhancing
  • Effective Service

David B.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Jul 2022

Freshdesk helps us track issues efficiently

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Since we have a distributed team and a large client base, we rely on Freshdesk to efficiently monitor any problems that arise. Whenever a client contacts us, we log their inquiry into a ticketing system so that we may monitor its status and notify them when it has been resolved or provide more troubleshooting instructions, if necessary.

What is your favorite aspect of this product?

If your business or group needs a ticketing or communication tracking system, Freshdesk is a great option. One of the numerous available options is sure to be ideal for your needs. There are other methods that may be better suitable if you don't want ticketing or need to handle a different type of communication (say, just for sales).

What do you dislike most about this product?

Ticket allocation might be cumbersome if your group has a complex organizational structure. The app has several formatting issues with emails, and the update badges may be annoying.

What recommendations would you give to someone considering this product?

Freshdesk's UI is consistently well-designed and makes efficient use of available real estate across all supported platforms. The mobile app is not simply a desktop version of the desktop experience, and vice versa. Space is utilised well, with minimal letterboxing or wasted area on big desktop screens. It's simple to pick up and use right away.

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Effective Service

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