Freshworks Inc.

Freshdesk

Composite Score

8.6 /10

CX Score

8.9 /10

59 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.

Company Details

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Awards & Recognition

Freshdesk won the following awards in the Knowledge Management category

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2024 Data Quadrant Champion

2024

2 Top Rated Capabilities

0 Top Rated Features

2024

2024 Emotional Footprint Champion

2024

Product Impact

2024

1 Top Rated Capabilities

2 Top Rated Features

2023

2 Top Rated Capabilities

4 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.

90 Likeliness to Recommend

1
Since last award

100 Plan to Renew

86 Satisfaction of Cost Relative to Value

2
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.

+95 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?

1% Negative

1% Neutral

98% Positive

Pros

Reliable
Performance Enhancing
Enables Productivity
Effective Service

Feature Ratings

Average 84

Configurable Knowledge Repository

Role-Based Access

Workflow and Approval Management

Bulk Actions

Social Features

Intelligent Search

Multi-Language Support

API Integration

Multiple File Type Support

AI Capabilities

Rich Text Editor

Vendor Capability Ratings

Average 84

Quality of Features

Breadth of Features

Ease of Customization

Business Value Created

Ease of IT Administration

Ease of Implementation

Ease of Data Integration

Usability and Intuitiveness

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement

Also Featured in...

Customer Service - Enterprise

Score 8.6

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Field Service Management

Score 8.1

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

Freshdesk Reviews

Ivica Č.

Role: Information Technology
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2021

Easy to use for all with great intergration option

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Customer experience has unified and simple view. Support by email is available 24/7. Acceptable price from $15/user/month.

What is your favorite aspect of this product?

Maintaining knowledge base for the end-users. Defining agents' scope of work, type, language, and other details. Customizing your ticket type to categorize, prioritize, and route tickets efficiently. Performing a routine set of multiple actions on a ticket with a single click. Integration with other applications to make Freshdesk experience more awesome: Atlassian Jira Plus, Microsoft Teams, Office 365

What do you dislike most about this product?

Ticket replay cannot be reedit

What recommendations would you give to someone considering this product?

Freshdesk has on disposal automation and monitoring of workflows in IT, specially in help-desk. Customers (end-user) can rate how satisfied they are with agent's help. Admins of the system can get more insight using metrics related with effectiveness of help desk processes.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Anup Kumar B.

Role: Operations
Industry: Healthcare
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2021

User friendly, difficult navigation, economic

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Robust email management and effective Engagement. Freshdesk provides you a smoother email management system through which you can track emails and schedule mass mails at 1 time. Great experience! Highly recommended

What is your favorite aspect of this product?

The favorite part is the filter option which gives you a simple and effective way to priortise your email and find the relevant emails in one place

What do you dislike most about this product?

The navigation is trouble some. It was better with previous versions of fresh desk

What recommendations would you give to someone considering this product?

If you are looking for an affordable email management software for your company this is the right choice.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Abdur R.

Role: Consultant
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2021

The product is fantastic and become a key player.

Likeliness to Recommend

7 /10

What differentiates Freshdesk from other similar products?

It's usability and uniqueness.

What is your favorite aspect of this product?

Integration with multiple products

What do you dislike most about this product?

Interface

What recommendations would you give to someone considering this product?

None at this moment

Pros

Continually Improving Product
Performance Enhancing
Inspires Innovation
Respectful

Freshdesk

What is Freshdesk?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Champion

2024 Emotional Footprint Champion

Freshdesk Ratings

90 Likeliness to Recommend

1 Since last award

100 Plan to Renew

86 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+95 Net Emotional Footprint

How much do users love Freshdesk?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Bulk Actions Allows users to import and export multiple articles at a time, make updates and changes to multiple categories, properties, or articles simultaneously.

Social Features Social features allow knowledge users to like, rate, comment, or tag knowledge content.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

Multi-Language Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

API Integration API integrations with enterprise apps e.g. collaboration/communication tools, CRM, ECM, and existing knowledge sources allow access to content in multiple ways.

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

AI Capabilities Artificial intelligence to enhance knowledge management such as automatically tagging content, recognizing duplicate content, and suggesting relevant content.

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

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

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.

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 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.

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.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

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.

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

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.

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...

Customer Service - Enterprise

Field Service Management

Freshdesk Reviews

Ivica Č.

Easy to use for all with great intergration option

Likeliness to Recommend

Pros

Anup Kumar B.

User friendly, difficult navigation, economic

Likeliness to Recommend

Pros

Abdur R.

The product is fantastic and become a key player.

Likeliness to Recommend

Pros

Most Popular Freshdesk Comparisons

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1
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Feature Ratings

Configurable Knowledge Repository

Role-Based Access

Workflow and Approval Management

Bulk Actions

Social Features

Intelligent Search

Multi-Language Support

API Integration

Multiple File Type Support

AI Capabilities

Rich Text Editor

Vendor Capability Ratings

Quality of Features

Breadth of Features

Ease of Customization

Business Value Created

Ease of IT Administration

Ease of Implementation

Ease of Data Integration

Usability and Intuitiveness

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement