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
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In Partnership With SelectHub
Freshdesk Ratings
Real user data aggregated to summarize the product performance and customer experience.
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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 Likeliness to Recommend
95 Plan to Renew
1
Since last award
84 Satisfaction of Cost Relative to Value
1
Since last award
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.
+83 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 Service Knowledge Management
Contact Center Integration
Customer Service Workflow Management
Customer Community Management
Analytics and Reporting
Intelligent Search
Mobile Customer Care
Vendor Capability Ratings
Business Value Created
Ease of Implementation
Breadth of Features
Usability and Intuitiveness
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
Also Featured in...
Freshdesk Reviews
Marva F.
- Role: Operations
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted May 2022
A useful tool for handling inquiries without email
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
To get things done fast, the menus are easy to use, but there is still a lot of power and functionality available to power users who dig a little deeper. Our group has had great success with it. Notes may be sent by users, which is a great feature. In addition, the API was simple to integrate with our existing tools. The software's appearance and user interface (UI) are both pleasing to the eye and intuitive to use.
What is your favorite aspect of this product?
The ticketing system works wonderfully, and there is a lot of assistance available to help you learn how to utilize it. I've had zero downtime since implementing the program, which is critical. I've been using it for many years to keep track of all my tickets, and it's worked flawlessly without the trouble of maintaining an internal system.
What do you dislike most about this product?
When you need help from customer service, it might be difficult to get it, and when you do, it can take a long time for them to respond.
What recommendations would you give to someone considering this product?
Tracking ticket requests through email is a useful feature. Allows for a more efficient approach for assigning tickets and resolving them without having to check an email inbox.
Pros
- Unique Features
- Saves Time
- Continually Improving Product
- Performance Enhancing
Please tell us why you think this review should be flagged.
- Role: Sales Marketing
- Industry: Recreation
- Involvement: Initial Implementation
Submitted Mar 2022
Great features but high price
Likeliness to Recommend
Pros
- Effective Service
- Security Protects
- Helps Innovate
- Reliable
Cons
- Slower Product Innovation
- Less Inspiring
- Less Caring
Please tell us why you think this review should be flagged.
Valentina G.
- Role: Finance
- Industry: Other
- Involvement: End User of Application
Submitted Mar 2022
The best in customer service and ticket generator
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
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