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

Paul C.

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

Validated Review

Verified Reviewer

Submitted Oct 2022

Ticket automations and updates

Likeliness to Recommend

9 /10

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

Valentina G.

Role: Finance
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2022

The best in customer service and ticket generator

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

With Freshdesk we have been able to give a faster and more timely response to our customers and our agents work in a more organized and efficient way, being able to handle more requests in less time, thanks to the issuance of customizable tickets. Just what the company needed to build trust and have a smoother workflow.

What is your favorite aspect of this product?

The best thing about this software is that it is multichannel, allowing us to be always in touch with customer demands by any electronic means: Gmail, social networks, telephone and even forums. Also all reports, requests and incidents that arrive through the different channels, are converted into a ticket achieving an efficient workflow.

What do you dislike most about this product?

Its technical reports could be better and with more details to know the progress and progress of the department. It also does not allow surveys, a very useful tool to know the customer experience with our services.

What recommendations would you give to someone considering this product?

It has helped us a lot in terms of customer service. It is a fairly easy to use software and all its functions are very useful and necessary to make the work of the agents and customer service agents much easier and faster. We highly recommend it to small and large companies.

Pros

Helps Innovate
Reliable
Trustworthy
Efficient Service

Role: Operations
Industry: Shipping
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Oct 2021

Cool product, slow service

Likeliness to Recommend

6 /10

Pros

Respectful
Inspires Innovation

Cons

Less Efficient Service
Less Generous
Under Delivered

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

Paul C.

Ticket automations and updates

Likeliness to Recommend

Pros

Valentina G.

The best in customer service and ticket generator

Likeliness to Recommend

Pros

Cool product, slow service

Likeliness to Recommend

Pros

Cons

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