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.
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In Partnership With SelectHub
Freshdesk Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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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.
90 Likeliness to Recommend
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Since last award
92 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.
+89 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
- Inspires Innovation
- Respectful
- Helps Innovate
- Continually Improving Product
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
Dispatch Management
Field Sales Enablement
Field Service Workflow Management
Field Service Knowledge Management
Dashboards, Analytics and Reporting
Online Booking
Application Integration
GPS Tracking
Service Scheduling
Mobile App
Quotes and Estimates
Vendor Capability Ratings
Availability and Quality of Training
Ease of Customization
Ease of Data Integration
Ease of Implementation
Quality of Features
Usability and Intuitiveness
Ease of IT Administration
Vendor Support
Business Value Created
Breadth of Features
Product Strategy and Rate of Improvement
Also Featured in...
Freshdesk Reviews
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.
Martín B.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jun 2023
"Accelerate your customer service with Freshdesk".
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk provides us with a multi-channel platform, combines and organizes all the communications coming from the different channels, so that we can serve our clients through email, telephone, chat, social networks or forums. By automating repetitive processes, we can complete multiple tasks on a ticket with a single click. Smart chatbots are also useful for answering frequently asked questions and directing customers to a solution. We can also track the effectiveness of our staff and your knowledge base through reports and custom dashboards.
What is your favorite aspect of this product?
Multichannel coverage. Creation and sending of tickets. Automated responses. AI-powered support chatbot. Targeted emails. Performance tracking.
What do you dislike most about this product?
We cannot export email threads. The platform's customization options for the user interface and workflows are somewhat limited.
What recommendations would you give to someone considering this product?
Freshdesk allows businesses to monitor customer conversations via email, phone, chat, social media, and instant messaging. With Freshdesk, you can effortlessly delight your customers by simplifying the experience for everyone and delivering the support they expect, on the channel of their choice, improve agent productivity with intelligent automations, and monitor key performance metrics with powerful analytics.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Jemila O.
- Role: Consultant
- Industry: Consulting
- Involvement: Vendor Management and Renewal
Submitted Feb 2025
it has exclusive features
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
it has impressive features
What is your favorite aspect of this product?
it allow easy navigation
What do you dislike most about this product?
more features should be implimented
What recommendations would you give to someone considering this product?
FreshdFreshdesk offers flexible plans for teams of all sizesesk
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy
Please tell us why you think this review should be flagged.
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