Freshworks

Freshdesk

Composite Score

7.7 /10

CX Score

7.8 /10

24 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 Data Quadrant Gold Medalist

Latest Award, 2024

10 Top Rated Capabilities

3 Top Rated Features

Latest Award, 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.

89 Likeliness to Recommend

1
Since last award

91 Plan to Renew

83 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.

+89 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?

3% Negative

3% Neutral

94% Positive

Pros

Inspires Innovation
Respectful
Helps Innovate
Continually Improving Product

Feature Ratings

Average 81

Dispatch Management

Field Service Knowledge Management

Field Sales Enablement

Application Integration

Field Service Workflow Management

Dashboards, Analytics and Reporting

Online Booking

GPS Tracking

Mobile App

Service Scheduling

Quotes and Estimates

Vendor Capability Ratings

Average 82

Ease of Customization

Availability and Quality of Training

Ease of Implementation

Quality of Features

Ease of Data Integration

Usability and Intuitiveness

Ease of IT Administration

Vendor Support

Business Value Created

Breadth of Features

Product Strategy and Rate of Improvement

Also Featured in...

Customer Service - Enterprise

Score 8.5

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

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

Robert D.

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

Validated Review

Verified Reviewer

Submitted Oct 2023

Easy to use, easy to manage, needs SAP integration

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

The vendor and license management works really well

What is your favorite aspect of this product?

Vendor and license management

What do you dislike most about this product?

I am not sure there is anything I dislike about it

What recommendations would you give to someone considering this product?

It's a great ticket tracking took for the service side of the IT industry. And, it provides great features with regards to license and vendor management.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

arvind j.

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

Validated Review

Verified Reviewer

Submitted Aug 2023

Freshdesk: Your All-in-One Support Solution.

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

What sets Freshdesk apart is its seamless integration of various communication channels into a unified platform. This multichannel support ensures we can respond to customer inquiries from different sources efficiently. The automation and AI features simplify our workflow, allowing us to prioritize and assign tickets intelligently. Also, the customizable ticket fields provide a tailored approach to handling customer issues.

What is your favorite aspect of this product?

Personally, my favorite aspect is the robust knowledge base. It empowers customers to find solutions independently, reducing the number of support tickets. This not only saves time but also enhances customer satisfaction by providing them with the resources they need.

What do you dislike most about this product?

One thing I find less appealing is the pricing structure. While Freshdesk offers valuable features, the pricing plans can be a bit steep for small businesses. More flexible pricing options or tiered plans catering to different business sizes would be beneficial.

What recommendations would you give to someone considering this product?

For anyone considering Freshdesk, I'd suggest taking advantage of its automation and customization capabilities. Setting up workflows and automations based on your business needs can significantly boost efficiency. Additionally, explore the reporting and analytics features to gain insights into your support performance and identify areas for improvement. However, keep an eye on the pricing plans to ensure they align with your budget and business scale.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Freshdesk

What is Freshdesk?

Company Details

Book a Free Demo Today!

Awards & Recognition

2024 Data Quadrant Gold Medalist

2023 Data Quadrant Gold Medalist

Freshdesk Ratings

89 Likeliness to Recommend

1 Since last award

91 Plan to Renew

83 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+89 Net Emotional Footprint

How much do users love Freshdesk?

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

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.

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

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

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

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

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

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

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

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.

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 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.

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

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.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

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.

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.

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

Faisal S.

One-stop shop for Commercial Services

Likeliness to Recommend

Pros

Robert D.

Easy to use, easy to manage, needs SAP integration

Likeliness to Recommend

Pros

arvind j.

Freshdesk: Your All-in-One Support Solution.

Likeliness to Recommend

Pros

Most Popular Freshdesk Comparisons

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Jobber

1
Since last award

Feature Ratings

Dispatch Management

Field Service Knowledge Management

Field Sales Enablement

Application Integration

Field Service Workflow Management

Dashboards, Analytics and Reporting

Online Booking

GPS Tracking

Mobile App

Service Scheduling

Quotes and Estimates

Vendor Capability Ratings

Ease of Customization

Availability and Quality of Training

Ease of Implementation

Quality of Features

Ease of Data Integration

Usability and Intuitiveness

Ease of IT Administration

Vendor Support

Business Value Created

Breadth of Features

Product Strategy and Rate of Improvement