
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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceFreshdesk 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
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

Courtney S.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jul 2022
Freshdesk is our chosen help desk software
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Support tickets from both business and consumer clients are managed using Freshdesk. We haven't looked at Freshdesk since our company exclusively uses email to communicate with customers; we don't offer chat or phone assistance. Freshdesk provides exactly what we need at a price that fits our budget.
What is your favorite aspect of this product?
The interface is simple and straightforward, allowing us to save time and money on assistance. The onboarding process is streamlined because to the tool's user-friendliness and the fact that it is the least complex of the tools we employ. Since it keeps track of all of our interactions with customers, it's also the one we utilize most frequently.
What do you dislike most about this product?
Reporting - We have to spend time manually hacking other reports because the reporting sometimes lacks certain essential capabilities or output.
What recommendations would you give to someone considering this product?
If not for a few minor issues with reporting, Freshdesk would be deserving of a perfect score of 10 out of 10. Freshdesk is the most often used product in our stack because our team loves using it and because of its user-friendly interface, which helps us to move swiftly from one engagement to the next.
Pros
- Continually Improving Product
- Performance Enhancing
- Enables Productivity
- Trustworthy
Please tell us why you think this review should be flagged.
Mary M.
- Role: Sales Marketing
- Industry: Retail
- Involvement: End User of Application
Submitted Jun 2022
I highly recommend the program.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Overall simplicity of use, good design, and overall value for money. Much more worth it. in all these aspects the program is much better than others.
What is your favorite aspect of this product?
I wanted to connect Freshdesk to a few of our existing applications. Well-documented and comprehensive APIs are provided. Everything went according to plan! Freshdesk's automation engine is a breeze to use and packs a significant punch. Freshdesk and Zendesk are the only two competitors I've used in the past, and I was pleased with the similarity between the two.
What do you dislike most about this product?
They've been so helpful that it's difficult to pin down exactly what they have done. Most of my frustrations have been related to the setting of the application. To be clear, it's not that it's difficult to setup, but rather that I'm not sure how to put things up strategically. I'd want to be able to use more than one knowledgebase without having to pay much more. There are ways to get around this, though.
What recommendations would you give to someone considering this product?
This is our sophisticated tool for analyzing problems and providing assistance to customers. During the time that we have utilized it, we have found that it has been useful by enabling us to solve issues for our customers, assisting us in management, and assisting them with the integration of social networks. FreshDesk also has a support that cares magnificently and with style on every request, and this advantage places it above other platforms for troubleshooting since it puts FreshDesk ahead of the competition.
Pros
- Reliable
- Unique Features
- Efficient Service
- Effective Service
Please tell us why you think this review should be flagged.
Karen B.
- Role: Information Technology
- Industry: Media
- Involvement: End User of Application
Submitted Jun 2022
Excellent customer support ticket system
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.
What is your favorite aspect of this product?
Our staff were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.
What do you dislike most about this product?
Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.
What recommendations would you give to someone considering this product?
As a customer service platform, Freshdesk has the ability to give a top-notch Service Level Agreement. Customer emails are instantly converted into support tickets in Freshdesk and may be organized in various ways. Agents will be able to easily locate the issue type by tagging tickets accordingly. Every time a modification is made to a ticket, a notification will be sent to the client and agent.
Pros
- Helps Innovate
- Enables Productivity
- Trustworthy
- Efficient Service
Please tell us why you think this review should be flagged.
Get Instant Access<br>to this Report
Get Instant Access
to this Report
Unlock your first report with just a business email. Register to access our entire library.
© 2025 SoftwareReviews.com. All rights reserved.
