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
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Real user data aggregated to summarize the product performance and customer experience.
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86 Likeliness to Recommend
1
Since last award
94 Plan to Renew
3
Since last award
83 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+82 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
- Respectful
- Enables Productivity
- Reliable
- Performance Enhancing
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
Customer Self Service Capabilities
Agent Collaboration
Multi Channel Support
Agent Scripting
Customer Community Management
Contact Center Integration
Customer Service Knowledge Management
Customer Service Workflow Management
Analytics and Reporting
Intelligent Search
Mobile Customer Care
Vendor Capability Ratings
Business Value Created
Ease of Implementation
Usability and Intuitiveness
Breadth of Features
Ease of IT Administration
Quality of Features
Ease of Data Integration
Ease of Customization
Availability and Quality of Training
Vendor Support
Product Strategy and Rate of Improvement
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Freshdesk Reviews
Amanda B.
- Role: Information Technology
- Industry: Other
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2020
Great product - Constantly improving
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk offers many of the same features as similar products for a much cheaper price. Email collaboration with Gmail is seamless.
What is your favorite aspect of this product?
The app is user friendly and the dashboard layout is very organizational.
What do you dislike most about this product?
Some of the features can be glitchy to the point that they inhibit regular use.
What recommendations would you give to someone considering this product?
The features are great, but be patient with Support as they are in a different time zone and can sometimes take time to get back to you.
Pros
- Continually Improving Product
- Helps Innovate
- Reliable
- Performance Enhancing
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