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Freshworks Inc.

Freshdesk

Composite Score

8.5 /10

CX Score

8.8 /10

60 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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Product Impact

Latest Award, 2025

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

85 Satisfaction of Cost Relative to Value

3
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.

+93 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

4% Neutral

95% 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

Version Control

AI Capabilities

Vendor Capability Ratings

Average 84

Quality of Features

Breadth of Features

Business Value Created

Ease of Customization

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

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

Field Service Management

Score 8.1

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

Freshdesk Reviews

Chris L.

Role: Consultant
Industry: Other
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Jul 2021

A flexible cloud hosted platform

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

The cost of the systems for comparable capabilities

What is your favorite aspect of this product?

Features vs Cost = Value

What do you dislike most about this product?

Not as capable as higher-end providers

What recommendations would you give to someone considering this product?

Define all of your requirements carefully. Ensure there is a fit for your needs.

Pros

Reliable
Respectful
Trustworthy
Effective Service

Cons

Commodity Features

María Lucía S.

Role: Industry Specific Role
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jul 2021

Excellent tool to follow up issues with clients

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

Once you are used to it, it's an excellent tool, that runs in every navigator, to follow up issues with clients. The client only needs to send an email and Freshdesk will automatically create a ticket. It doesn't implies any extra step to be taken by the client, it's like a silent tool that improves productivity and communication. Other tools are more complicate to use or requires the client to take extra steps to create a ticket or such

What is your favorite aspect of this product?

I love how it makes every ticket easy to track and the possibility to add internal notes without notifying the client

What do you dislike most about this product?

At the beggining could be a little... tricky. It takes some time to get used to the tool.

What recommendations would you give to someone considering this product?

If you are having trouble tracking your clients issues or emails and you feel you are not able to follow up them properly, implement this tool! Those problems will dissapear.

Pros

Reliable
Enables Productivity
Respectful
Acts with Integrity

Cons

Slower Product Innovation
Under Delivered
Charges for Enhancements

Alain M.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

The best platform for organizing documentation

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

The intelligent search when it comes to the knowledge management system really made the difference. While we could list documentation on our own website, by using FreshDesk we took this to a whole new level, while integrating at the same time to our customer support platform.

What is your favorite aspect of this product?

We could provide a more detailed assistance thanks to the knowledge management system. At the same time, we managed to reduce time spent on support tickets. The reporting and analytics features were also really helpful.

What do you dislike most about this product?

The Multilingual Knowledge Base features are only available as from the Garden package. I believe that this should be a feature available at all levels.

What recommendations would you give to someone considering this product?

FreshDesk is really one of the best tools I've used when it comes to customer support. I can say that it really steered our organization in the right direction, automating a lot of uninteresting tasks. I recommend.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

85 Satisfaction of Cost Relative to Value

3 Since last award

Emotional Footprint Overview

+93 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.

Version Control Tracking of document versions with each iteration of document changes.

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

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.

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 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 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

Chris L.

A flexible cloud hosted platform

Likeliness to Recommend

Pros

Cons

María Lucía S.

Excellent tool to follow up issues with clients

Likeliness to Recommend

Pros

Cons

Alain M.

The best platform for organizing documentation

Likeliness to Recommend

Pros

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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

Version Control

AI Capabilities

Vendor Capability Ratings

Quality of Features

Breadth of Features

Business Value Created

Ease of Customization

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