Freshworks Inc.

Freshdesk

Composite Score

8.6 /10

CX Score

8.8 /10

160 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 Customer Service - Enterprise category

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2024 Emotional Footprint Champion

Latest Award, 2024

2024 Data Quadrant Champion

2024

9 Top Rated Capabilities

7 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation

2023

2023 Data Quadrant Champion

2023

9 Top Rated Capabilities

7 Top Rated Features

2023

2022 Data Quadrant Champion

2022

8 Top Rated Capabilities

5 Top Rated Features

2022

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.

87 Likeliness to Recommend

1
Since last award

96 Plan to Renew

2
Since last award

83 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 88%
Negotiation and Contract:: 84%
Conflict Resolution:: 85%
Strategy & Innovation:: 84%
Service Experience:: 88%

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.

+86 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?

6% Negative

5% Neutral

89% Positive

Pros

Enables Productivity
Respectful
Reliable
Performance Enhancing

Feature Ratings

Average 81

Customer Self Service Capabilities

Agent Collaboration

Multi Channel Support

Customer Service Knowledge Management

Customer Service Workflow Management

Contact Center Integration

Analytics and Reporting

Agent Scripting

Customer Community Management

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Average 81

Business Value Created

Breadth of Features

Ease of Implementation

Usability and Intuitiveness

Ease of IT Administration

Quality of Features

Ease of Customization

Ease of Data Integration

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement

Also Featured in...

Knowledge Management

Score 8.4

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

Field Service Management

Score 8.0

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

Freshdesk Reviews

Takunda A. M.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

Easy to use but a bit pricey for standard features

Likeliness to Recommend

7 /10

What differentiates Freshdesk from other similar products?

Can be set up in a minimal amount of time

What is your favorite aspect of this product?

Generous number of agents for the free version

What do you dislike most about this product?

Cost per agent for even the cheapest plan is quite high just to get standard features.

What recommendations would you give to someone considering this product?

It's good for basic ticketing. If you need more advanced features be prepared to pay a premium or negotiate with the vendor sales team

Pros

Reliable
Performance Enhancing
Enables Productivity
Respectful

Cons

Charges for Enhancements
Vendor's Interest First
Less Generous

Fabian H.

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

Validated Review

Verified Reviewer

Submitted Oct 2023

Rapid implementation with a reasonable price tag

Likeliness to Recommend

7 /10

What differentiates Freshdesk from other similar products?

Ease of use, simplicity to implement

What is your favorite aspect of this product?

Ease of use, intuitivity

What do you dislike most about this product?

Integration & customization limitations

What recommendations would you give to someone considering this product?

Check in detail what you need right now and what freshness can deliver

Pros

Respectful
Friendly Negotiation
Enables Productivity
Efficient Service

Cons

Commodity Features
Less Effective Service
Less Generous

Caleb J.

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

Validated Review

Verified Reviewer

Submitted Sep 2023

works alright. Kinda frustrating pay-walls

Likeliness to Recommend

6 /10

What differentiates Freshdesk from other similar products?

I guess it's price options.

What is your favorite aspect of this product?

What they do give you without paying crazy prices.

What do you dislike most about this product?

There are a lot of pay-walls of what I would consider basic features such as agents sharing tickets and some reporting.

What recommendations would you give to someone considering this product?

Much more viable when integrated with Zapier and Google Forms, but a ton of work to set up.

Pros

Enables Productivity
Security Protects
Helps Innovate
Reliable

Cons

Slower Product Innovation
Less Inspiring
Vendor Friendly Policies

Freshdesk

What is Freshdesk?

Company Details

Book a Free Demo Today!

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Data Quadrant Champion

Freshdesk Ratings

87 Likeliness to Recommend

1 Since last award

96 Plan to Renew

2 Since last award

83 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+86 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

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

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

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Customer Community Management Creation and management of branded and focussed user communities.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

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

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.

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.

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.

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 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.

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

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.

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.

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...

Knowledge Management

Field Service Management

Freshdesk Reviews

Takunda A. M.

Easy to use but a bit pricey for standard features

Likeliness to Recommend

Pros

Cons

Fabian H.

Rapid implementation with a reasonable price tag

Likeliness to Recommend

Pros

Cons

Caleb J.

works alright. Kinda frustrating pay-walls

Likeliness to Recommend

Pros

Cons

Most Popular Freshdesk Comparisons

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1
Since last award

2
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Feature Ratings

Customer Self Service Capabilities

Agent Collaboration

Multi Channel Support

Customer Service Knowledge Management

Customer Service Workflow Management

Contact Center Integration

Analytics and Reporting

Agent Scripting

Customer Community Management

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Business Value Created

Breadth of Features

Ease of Implementation

Usability and Intuitiveness

Ease of IT Administration

Quality of Features

Ease of Customization

Ease of Data Integration

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement