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Freshdesk Logo Award Winner Product Badge
Freshworks

Freshdesk

Composite Score
8.5 /10
CX Score
8.7 /10
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Category
Freshdesk
8.5 /10

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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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.

86 Likeliness to Recommend

95 Plan to Renew

1
Since last award

84 Satisfaction of Cost Relative to Value

1
Since last award


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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.

+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?

8% Negative
6% Neutral
86% Positive

Pros

  • Respectful
  • Enables Productivity
  • Reliable
  • Performance Enhancing

Feature Ratings

Average 81

Customer Self Service Capabilities

83

Agent Collaboration

83

Multi Channel Support

81

Agent Scripting

80

Customer Service Knowledge Management

80

Contact Center Integration

80

Customer Service Workflow Management

80

Customer Community Management

79

Analytics and Reporting

79

Intelligent Search

78

Mobile Customer Care

77

Vendor Capability Ratings

Average 81

Business Value Created

84

Ease of Implementation

84

Breadth of Features

84

Usability and Intuitiveness

82

Ease of IT Administration

82

Quality of Features

81

Ease of Data Integration

80

Ease of Customization

80

Availability and Quality of Training

79

Vendor Support

78

Product Strategy and Rate of Improvement

76

Freshdesk Reviews

Marva F.

  • Role: Operations
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted May 2022

A useful tool for handling inquiries without email

Likeliness to Recommend

9 /10

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
  • Role: Sales Marketing
  • Industry: Recreation
  • Involvement: Initial Implementation
Validated Review
Anonymous Reviewer

Submitted Mar 2022

Great features but high price

Likeliness to Recommend

6 /10

Pros

  • Effective Service
  • Security Protects
  • Helps Innovate
  • Reliable

Cons

  • Slower Product Innovation
  • Less Inspiring
  • Less Caring

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

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