In Partnership With SelectHub
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.
In Partnership With SelectHub
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
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?
Pros
- Enables Productivity
- Respectful
- 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
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
Also Featured in...
Freshdesk Reviews
Eduardo B.
- Role: Operations
- Industry: Healthcare
- Involvement: End User of Application
Submitted Sep 2023
Useful but nothing special
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk allows your Customer Support team to be more efficient and manage all costumer contacts from one place
What is your favorite aspect of this product?
Collaboration and ticket management was very professional and smooth.
What do you dislike most about this product?
The interface is ugly and the reporting features aren't very clear to use.
What recommendations would you give to someone considering this product?
It might not be the best option but it is definitely reliable and usable.
Pros
- Client Friendly Policies
- Effective Service
- Saves Time
- Enables Productivity
Cons
- Less Inspiring
- Inhibits Innovation
- Slower Product Innovation
Please tell us why you think this review should be flagged.
arvind j.
- Role: Sales Marketing
- Industry: Healthcare
- Involvement: Business Leader or Manager
Submitted Aug 2023
Freshdesk: Your All-in-One Support Solution.
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
Waleed K.
- Role: Sales Marketing
- Industry: Media
- Involvement: Business Leader or Manager
Submitted Aug 2023
Efficient and User-Friendly Help Desk Solution
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk stands out with its intuitive interface, multi-channel support, customization options, extensive integrations, robust analytics, and scalability, making it a comprehensive and efficient help desk solution.
What is your favorite aspect of this product?
The standout aspects of Freshdesk is its user-friendly interface and ease of use. The intuitive design makes it simple for both agents and customers to navigate and interact with the platform, enhancing the overall support experience.
What do you dislike most about this product?
Freshdesk include occasional glitches or technical issues, limited customization options for certain features, and potential challenges with customer support response times.
What recommendations would you give to someone considering this product?
Review Freshdesk's pricing plans and understand the costs associated with the features you need. Ensure that the pricing aligns with your budget and the value you expect to gain from the product.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Get Instant Access<br>to this Report
Get Instant Access
to this Report
Unlock your first report with just a business email. Register to access our entire library.
© 2025 SoftwareReviews.com. All rights reserved.
