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
Also Featured in...
Freshdesk Reviews
Sanchayeeta S.
- Role: Operations
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jun 2023
Easy to use, but a bit pricey.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk is a good enough platform to solve your customer queries and reply to them via tickets
What is your favorite aspect of this product?
It is good as we can assign the tickets to ourselves and then look into it as long as it is resolved
What do you dislike most about this product?
I dislike the reporting part as the report is very glitchy and not transparent which creates a lot of confusion in the team
What recommendations would you give to someone considering this product?
You may use it but the price is on the higher side
Pros
- Altruistic
- Client's Interest First
- Over Delivered
- Helps Innovate
Please tell us why you think this review should be flagged.
Khalil R.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Mar 2023
Especially useful when interacting with customers
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
With Freshdesk, we can streamline the sales process to our website visitors and reduce time wasting. It provides us with various information and statistics about conversations, which we can use to track progress and improve.
What is your favorite aspect of this product?
Its innovative use of technology and its special ability to facilitate business growth and service delivery through simple customer communication channels set it apart. Using this application will not cost you anything extra. Freshdesk's chat widget and automatic messages can be tailored to the aesthetics and tone of any brand. The excellent user interface has greatly improved my productivity.
What do you dislike most about this product?
The software has a steep learning curve, but has very helpful customer service.
What recommendations would you give to someone considering this product?
We use Freshdesk as an alternative incentive to promote our company, and the resulting pleasant customer connections help us grow quickly. We have mapped out the steps anyone can take to generate and distribute marketing concepts, while connecting them to a solid network infrastructure. Never before have we relied so heavily on communication to spread the word about our offerings. I believe that companies that want to improve their marketing methods would benefit from your emphasis on teamwork and transparent communication.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Efficient Service
Please tell us why you think this review should be flagged.
Daniel K.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Dec 2022
Customer service is fast and complete.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
It is good for customer database management as well as a ticketing tool that helps to connect, solve and manage customer inquiries and complaints effectively.
What is your favorite aspect of this product?
Automations and ticket updates, it is linked to social channels, Possibility of creating templates, Labeling and alerting other team members, it is customizable, it offers the option to configure everything as best suits us.
What do you dislike most about this product?
the mobile experience is not so good, Editing a contact's name is a pain.
What recommendations would you give to someone considering this product?
Provides a personalized experience, especially when more than one support agent may serve a customer.
Pros
- Reliable
- Enables Productivity
- Unique Features
- Saves Time
Please tell us why you think this review should be flagged.
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