Freshdesk Logo Award Winner Product Badge
Freshdesk Logo Award Winner Product Badge
Freshworks

Freshdesk

Composite Score
7.7 /10
CX Score
7.8 /10
Get Demo

In Partnership With SelectHub

Claim Software
Category
Freshdesk
7.7 /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

Book a Free Demo Today!

See it in action with a free demo.

Click below to sign up on our partner's website.

Get Demo

In Partnership With SelectHub

Awards & Recognition

Freshdesk won the following awards in the Field Service Management category

Filter By

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

91 Plan to Renew

83 Satisfaction of Cost Relative to Value


{y}
{name}

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

85

Field Sales Enablement

83

Field Service Knowledge Management

83

Application Integration

82

Field Service Workflow Management

82

Dashboards, Analytics and Reporting

81

Online Booking

80

GPS Tracking

79

Mobile App

79

Service Scheduling

79

Quotes and Estimates

76

Vendor Capability Ratings

Average 82

Ease of Customization

85

Availability and Quality of Training

85

Ease of Implementation

83

Ease of Data Integration

83

Quality of Features

83

Usability and Intuitiveness

83

Ease of IT Administration

82

Vendor Support

82

Business Value Created

81

Breadth of Features

80

Product Strategy and Rate of Improvement

78

Freshdesk Reviews

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

Martín B.

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

Submitted Jun 2023

"Accelerate your customer service with Freshdesk".

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Freshdesk provides us with a multi-channel platform, combines and organizes all the communications coming from the different channels, so that we can serve our clients through email, telephone, chat, social networks or forums. By automating repetitive processes, we can complete multiple tasks on a ticket with a single click. Smart chatbots are also useful for answering frequently asked questions and directing customers to a solution. We can also track the effectiveness of our staff and your knowledge base through reports and custom dashboards.

What is your favorite aspect of this product?

Multichannel coverage. Creation and sending of tickets. Automated responses. AI-powered support chatbot. Targeted emails. Performance tracking.

What do you dislike most about this product?

We cannot export email threads. The platform's customization options for the user interface and workflows are somewhat limited.

What recommendations would you give to someone considering this product?

Freshdesk allows businesses to monitor customer conversations via email, phone, chat, social media, and instant messaging. With Freshdesk, you can effortlessly delight your customers by simplifying the experience for everyone and delivering the support they expect, on the channel of their choice, improve agent productivity with intelligent automations, and monitor key performance metrics with powerful analytics.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Luule M.

  • Role: Sales Marketing
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Feb 2024

I like the pricing of the software

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Freshdesk is crafted with an intuitive design and comes with outstanding support documentation and live customer assistance when required. The interface is straightforward to comprehend upon initial login, and even the sophisticated features are logically structured for first-time use. I've instructed numerous individuals on how to utilize Freshdesk, and it has consistently been an uncomplicated process to integrate new users. On the infrequent instances when I required assistance, a representative was readily accessible via phone and provided informative and beneficial guidance.

What is your favorite aspect of this product?

Integrated System: Freshdesk provides a collection of customer engagement resources, encompassing customer service, marketing, sales, and beyond, all consolidated into one platform. This integrated methodology simplifies workflows and removes the necessity for several disconnected tools. Automation: The automation functionalities within Freshdesk aid in minimizing manual work, enhancing productivity, and guaranteeing prompt replies to customer communications. Interoperability: The software's capacity to integrate with other widely-used tools and platforms leads to a more extensive and interconnected business environment.

What do you dislike most about this product?

There are numerous editions of the tool tailored for each product type, and it's challenging to ascertain our current product version and what features we might be lacking from other versions. We yearn for a more seamless integration and customization process between Freshdesk and Freshsales. Certain restrictions prevented the creation of separate applications. The limited adaptability in the number of fields in custom modules compelled us to reorient some solutions that were already implemented in Freshsales due to the expansion of certain business rules.

What recommendations would you give to someone considering this product?

In case you need to offer unified support to your clients, this is the best tool as it offers both live chat, Emails and Social media integrations at the same price making it my best recommendation

Pros

  • Enables Productivity
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Most Popular Freshdesk Comparisons