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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Real user data aggregated to summarize the product performance and customer experience.
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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
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?
Pros
- Reliable
- Enables Productivity
- Effective Service
- Saves Time
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Configurable Knowledge Repository
Workflow and Approval Management
Social Features
API Integration
Intelligent Search
Role-Based Access
Bulk Actions
AI Capabilities
Multiple File Type Support
Multi-Language 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
Availability and Quality of Training
Ease of Data Integration
Usability and Intuitiveness
Vendor Support
Product Strategy and Rate of Improvement
Also Featured in...
Freshdesk Reviews
Carlos Eduardo D.
- Role: Sales Marketing
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Oct 2022
Freshdesk: Tickets and CRM within everyone's reach
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
Paul C.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2022
Ticket automations and updates
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
David B.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jul 2022
Freshdesk helps us track issues efficiently
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
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