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.
Company Details
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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.
87 Likeliness to Recommend
96 Plan to Renew
82 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.
+87 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
- Enables Productivity
- Respectful
- Reliable
- Performance Enhancing
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
Customer Self Service Capabilities
Agent Collaboration
Multi Channel Support
Customer Service Knowledge Management
Customer Service Workflow Management
Contact Center Integration
Analytics and Reporting
Customer Community Management
Agent Scripting
Intelligent Search
Mobile Customer Care
Vendor Capability Ratings
Business Value Created
Breadth of Features
Usability and Intuitiveness
Ease of IT Administration
Ease of Implementation
Quality of Features
Ease of Customization
Ease of Data Integration
Availability and Quality of Training
Vendor Support
Product Strategy and Rate of Improvement
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Freshdesk Reviews
Raef N.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Dec 2023
Provides a reliable set of assistance
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
With Freshdesk, we can constantly contact customers through email, social media, phone, or chat to address any issues or questions they may have regarding our services or campaigns. That way, we can get back to them without delay on their demands.
What is your favorite aspect of this product?
One major aspect is the streamlined communication it provides. Before, we had to rely on email, which had its drawbacks like being either not read at the right time or not sent at all, among other issues that made communication less efficient than it is now. This tool lets us stay in touch with clients productively and efficiently.
What do you dislike most about this product?
This tool seems complicated when you first start using it, which delays the process of training staff to use it in their work activities.
What recommendations would you give to someone considering this product?
Communication is critical in any organization, so Freshdesk is perfect for all businesses. The platform allows you to stay in touch with customers and employees alike. Consequently, it could be a part of any business's operations, whether for internal communications or external interactions with clients and vendors.
Pros
- Continually Improving Product
- Enables Productivity
- Trustworthy
- Unique Features
Please tell us why you think this review should be flagged.
Donna C.
- Role: Operations
- Industry: Other
- Involvement: End User of Application
Submitted Jul 2023
Many features, some difficult to implement
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk offers both immediate messaging and the ability to run reports and share with team members.
What is your favorite aspect of this product?
The ease of assigning tickets to team members to ensure all tickets are answered in a timely manner.
What do you dislike most about this product?
Once a ticket is escalated, it is difficult to locate it again.
What recommendations would you give to someone considering this product?
This product offers many valuable features that can be customized to your individual business needs. You can use as many or as little as needed to be more productive and work more efficiently.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
Please tell us why you think this review should be flagged.
Brian C.
- Role: Sales Marketing
- Industry: Entertainment
- Involvement: End User of Application
Submitted Jul 2023
Freshdesk is an excellent help desk system
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
It helps us stay connected and reply on time. Leadership-level interaction and feedback to the group. Multiple languages and diverse agent groups are supported by our robust automation.
What is your favorite aspect of this product?
The website is really simple to use and learn for new users. I like that there's a dashboard that shows how many tickets each user has, how those tickets are rated, what their current status is, and how a 'round robin' tool can be used to distribute tickets fairly throughout a team.
What do you dislike most about this product?
Currently, they only have rudimentary AI features. In addition, they can only use the FreshDesk FAQ. It would be nice if this were to alter in the near future.
What recommendations would you give to someone considering this product?
We're using Freshdesk to keep track of customer support tickets and correspondence. By eliminating the need for repeat keystrokes when responding to customer inquiries, we can save time on assistance.
Pros
- Helps Innovate
- Reliable
- Saves Time
- Generous Negotitation
Please tell us why you think this review should be flagged.
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