Freshworks

Freshdesk

Composite Score

8.0 /10

CX Score

8.2 /10

25 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 Field Service Management category

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2024 Emotional Footprint Champion

Latest Award, 2024

Strategy and Innovation
Service Experience
Contract Negotiation
Conflict Resolution

Latest Award, 2024

2024 Data Quadrant Gold Medalist

2024

10 Top Rated Capabilities

3 Top Rated Features

2024

2023 Data Quadrant Gold Medalist

2023

7 Top Rated Capabilities

5 Top Rated Features

2023

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

92 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.

+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?

3% Negative

3% Neutral

94% Positive

Pros

Inspires Innovation
Respectful
Helps Innovate
Continually Improving Product

Feature Ratings

Average 80

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

Average 82

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...

Customer Service - Enterprise

Score 8.5

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

Knowledge Management

Score 8.4

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

Freshdesk Reviews

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

Validated Review

Anonymous Reviewer

Submitted Oct 2021

Cool product, slow service

Likeliness to Recommend

6 /10

Pros

Respectful
Inspires Innovation

Cons

Less Efficient Service
Less Generous
Under Delivered

Jyoti S.

Role: Sales Marketing
Industry: Recreation
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2021

"Great CRM"

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Customizable forms and data input. APIs are very simple and stable to use

What is your favorite aspect of this product?

Easy to use Reporting dashboard Analytics

What do you dislike most about this product?

Limited choices for the font in email template

What recommendations would you give to someone considering this product?

Freshsales has very easy-to-use and good reporting tools available to forecast your sales figures for coming weeks, months, and years, and sales reps by performance, etc.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Parimita G.

Role: Sales Marketing
Industry: Transportation
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2021

Awesome Customer Support tool for us

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Free plan with unlimited agents Integration with social media platforms for importing queries Notify over mail and remind on high priority label tickets Gives warning before reaching TAT period of tickets. Great customer support. Bulk of features with justified pricing.

What is your favorite aspect of this product?

It is a tool to convert your customer queries to tickets tom resolve easily. You can integrate with your social media platforms to import queries and convert them to tickets. It will notify support team ticket type and priority label. It also detects keywords from tickets and assign to dedicated support team for faster resolution. If you have skipped any ticket and it is going to cross TAT period it will give you notification over dashboard and mail. Customers able to raise tickets with required details and you can reply to them directly on tickets. Customers can also attach image to tickets for better clarification on issues.

What do you dislike most about this product?

No hate to this tool as it has helped us a lot in our business.

What recommendations would you give to someone considering this product?

Confirm recommendation as it is budget friendly tool for small and medium businesses. If you are new and can't spend much then you can go with free plan with limited features which are also benefited to all. It has quality customer support where staffs talk as friendly and solves your issues with this tool.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Freshdesk

What is Freshdesk?

Company Details

Book a Free Demo Today!

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Gold Medalist

2023 Data Quadrant Gold Medalist

Freshdesk Ratings

90 Likeliness to Recommend

1 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

+89 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

Dispatch Management Includes customer qualification, work order management, route planning, and signature capture.

Field Sales Enablement Includes sales order management functions such as quotes, contracts, calls, visits, marketing, and automation.

Field Service Workflow Management The ability to create, track, and manage service tickets or cases.

Field Service Knowledge Management The ability to provide an editable knowledge repository that field service staff can answer to answer with problem or incident resolution.

Dashboards, Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting, forecasting & easy data extraction for data analysis.

Online Booking Customers can conveniently schedule and book appointments through an online booking system.

Application Integration Includes functional and data integration with common applications such as CRM, CSM, ERP, email, etc.

GPS Tracking Includes geo-fencing, real-time alerts, fleet tracking, Google maps, and mobile integration.

Service Scheduling Schedule and match jobs to qualified employees, automatically assign jobs to available employees and manage the pipeline from request to delivery.

Mobile App Access customer profiles, job history, prior invoices, photos, upload forms, build estimates etc. within the app.

Quotes and Estimates The ability for the system to provide quotes and/or estimates.

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

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.

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

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.

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.

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.

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

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.

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.

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.

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

Knowledge Management

Freshdesk Reviews

Cool product, slow service

Likeliness to Recommend

Pros

Cons

Jyoti S.

"Great CRM"

Likeliness to Recommend

Pros

Parimita G.

Awesome Customer Support tool for us

Likeliness to Recommend

Pros

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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