Freshworks Inc.

Freshdesk

Composite Score

8.0 /10

CX Score

8.3 /10

27 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.

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Awards & Recognition

Freshdesk won the following awards in the Field Service Management category

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2024 Emotional Footprint Champion

Latest Award, 2024

Strategy and Innovation
Service Experience
Contract Negotiation
Conflict Resolution

Latest Award, 2024

2024 Data Quadrant Gold Medalist

2024

10 Top Rated Capabilities

3 Top Rated Features

2024

2023 Data Quadrant Gold Medalist

2023

7 Top Rated Capabilities

5 Top Rated Features

2023

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.

90 Likeliness to Recommend

1
Since last award

93 Plan to Renew

2
Since last award

86 Satisfaction of Cost Relative to Value

3
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 89%
Negotiation and Contract:: 90%
Conflict Resolution:: 90%
Strategy & Innovation:: 93%
Service Experience:: 92%

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 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?

2% Negative

3% Neutral

95% Positive

Pros

Inspires Innovation
Respectful
Helps Innovate
Continually Improving Product

Feature Ratings

Average 80

Dispatch Management

Field Service Workflow Management

Field Sales Enablement

Application Integration

Online Booking

Field Service Knowledge Management

Dashboards, Analytics and Reporting

GPS Tracking

Service Scheduling

Mobile App

Quotes and Estimates

Vendor Capability Ratings

Average 82

Availability and Quality of Training

Ease of Data Integration

Ease of Customization

Usability and Intuitiveness

Vendor Support

Ease of Implementation

Quality of Features

Business Value Created

Ease of IT Administration

Breadth of Features

Product Strategy and Rate of Improvement

Also Featured in...

Customer Service - Enterprise

Score 8.6

View Freshdesk in this category (opens in a new tab)

Knowledge Management

Score 8.4

View Freshdesk in this category (opens in a new tab)

Freshdesk Reviews

Delight Ijeoma N.

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

Validated Review

Verified Reviewer

Submitted Mar 2025

A Solid Choice for Customer Engagement.

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Unlike some competitors, Freshdesk integrates multiple channels like email, chat, social media, and phone into one platform.

What is your favorite aspect of this product?

Its AI assistant, Freddy, helps automate ticket responses, routing, and analytics, reducing manual work.

What do you dislike most about this product?

The system can sometimes lag, especially when handling a high volume of tickets.

What recommendations would you give to someone considering this product?

If you require advanced reporting, automation, or AI features, be prepared for higher-tier plans.

Pros

Unique Features
Efficient Service
Saves Time
Fair

Yevheniia B.

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

Validated Review

Verified Reviewer

Submitted Nov 2023

Our support and customer service tool

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

I chose Freshdesk because it is easy to use and valuable in all areas, especially customer support, and it helps the company a lot. It has an exceptional knowledge base and is a fantastic tool to encourage better customer service and support.

What is your favorite aspect of this product?

This program has been a great help to our customer service and support operations, and I love how it has helped us maintain customer alignment and organization. Freshdesk has improved our customer service because it is easy to use and has an excellent support staff that has been there for us whenever we needed them.

What do you dislike most about this product?

If better search tools and filters allowed users to find tickets or actions based on keywords or dates quickly, it would be a huge time saver.

What recommendations would you give to someone considering this product?

Since we started using it, we have been able to quickly and easily manage any customer service issue by creating a ticket for it. Our customers are satisfied and trust our brand more. As a result, we have developed strong and lasting bonds with them. One of the many advantages we have gained is the first-class support service provided by the Freshdesk team.

Pros

Reliable
Performance Enhancing
Trustworthy
Efficient Service

Faisal S.

Role: Sales Marketing
Industry: Healthcare
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2023

One-stop shop for Commercial Services

Likeliness to Recommend

7 /10

What differentiates Freshdesk from other similar products?

I my view, Omnichannel support make it different then other

What is your favorite aspect of this product?

ticketing system is easy to use and allows businesses to track customer inquiries from multiple channels.

What do you dislike most about this product?

Limited customization make me dislike some times

What recommendations would you give to someone considering this product?

I always suggest to people that at first Consider your needs Before you start looking for a customer support management (CSM) solution, it is important to understand your specific objectives .

Pros

Trustworthy
Helps Innovate
Continually Improving Product
Enables Productivity

Freshdesk

What is Freshdesk?

Company Details

Book a Free Demo Today!

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Gold Medalist

2023 Data Quadrant Gold Medalist

Freshdesk Ratings

90 Likeliness to Recommend

1 Since last award

93 Plan to Renew

2 Since last award

86 Satisfaction of Cost Relative to Value

3 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+91 Net Emotional Footprint

How much do users love Freshdesk?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Dispatch Management Includes customer qualification, work order management, route planning, and signature capture.

Field Service Workflow Management The ability to create, track, and manage service tickets or cases.

Field Sales Enablement Includes sales order management functions such as quotes, contracts, calls, visits, marketing, and automation.

Application Integration Includes functional and data integration with common applications such as CRM, CSM, ERP, email, etc.

Online Booking Customers can conveniently schedule and book appointments through an online booking system.

Field Service Knowledge Management The ability to provide an editable knowledge repository that field service staff can answer to answer with problem or incident resolution.

Dashboards, Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting, forecasting & easy data extraction for data analysis.

GPS Tracking Includes geo-fencing, real-time alerts, fleet tracking, Google maps, and mobile integration.

Service Scheduling Schedule and match jobs to qualified employees, automatically assign jobs to available employees and manage the pipeline from request to delivery.

Mobile App Access customer profiles, job history, prior invoices, photos, upload forms, build estimates etc. within the app.

Quotes and Estimates The ability for the system to provide quotes and/or estimates.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

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.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

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.

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.

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.

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.

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.

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.

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

Knowledge Management

Freshdesk Reviews

Delight Ijeoma N.

A Solid Choice for Customer Engagement.

Likeliness to Recommend

Pros

Yevheniia B.

Our support and customer service tool

Likeliness to Recommend

Pros

Faisal S.

One-stop shop for Commercial Services

Likeliness to Recommend

Pros

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Jobber

1
Since last award

2
Since last award

3
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Feature Ratings

Dispatch Management

Field Service Workflow Management

Field Sales Enablement

Application Integration

Online Booking

Field Service Knowledge Management

Dashboards, Analytics and Reporting

GPS Tracking

Service Scheduling

Mobile App

Quotes and Estimates

Vendor Capability Ratings

Availability and Quality of Training

Ease of Data Integration

Ease of Customization

Usability and Intuitiveness

Vendor Support

Ease of Implementation

Quality of Features

Business Value Created

Ease of IT Administration

Breadth of Features

Product Strategy and Rate of Improvement