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Freshworks Inc.

Freshdesk

Composite Score

8.6 /10

CX Score

8.8 /10

174 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 Customer Service - Enterprise category

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2025 Data Quadrant Champion

Latest Award, 2025

7 Top Rated Capabilities

3 Top Rated Features

Latest Award, 2025

2024 Emotional Footprint Champion

2024

2024 Data Quadrant Champion

2024

9 Top Rated Capabilities

7 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation

2023

2023 Data Quadrant Champion

2023

9 Top Rated Capabilities

7 Top Rated Features

2023

Strategy and Innovation
Contract Negotiation

2022

2022 Data Quadrant Champion

2022

8 Top Rated Capabilities

5 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.

87 Likeliness to Recommend

96 Plan to Renew

82 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.

+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?

5% Negative

5% Neutral

90% Positive

Pros

Enables Productivity
Respectful
Reliable
Performance Enhancing

Feature Ratings

Average 82

Customer Self Service Capabilities

Multi Channel Support

Agent Collaboration

Customer Service Knowledge Management

Customer Service Workflow Management

Analytics and Reporting

Contact Center Integration

Customer Community Management

Agent Scripting

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Average 81

Business Value Created

Breadth of Features

Ease of Implementation

Usability and Intuitiveness

Quality of Features

Ease of IT Administration

Ease of Customization

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Vendor Support

Also Featured in...

Knowledge Management

Score 8.5

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

Nazeeruddin S.

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

Validated Review

Verified Reviewer

Submitted Jun 2025

Tech powered customer service platform

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

Freshdesk differentiates itself through its focus on omnichannel support, automation, and user-friendly design, making it a popular choice for businesses of all sizes looking to streamline their customer service operations. Key differentiators include its robust automation capabilities, which can significantly reduce manual work, and its extensive integration library, allowing it to seamlessly fit into existing workflows. Furthermore, Freshdesk's competitive pricing and feature-rich free plan make it accessible to a wide range of businesses

What is your favorite aspect of this product?

With Freshdesk, you don't just keep up, you stay ahead. Answer email queries with Email AI agents that read every incoming email ticket, understand the request, respond with the right solution, and auto-resolve the ticket when it helps. No triage, no manual replies, just faster outcomes at scale for your teams.

What do you dislike most about this product?

One of the main dislikes about Freshdesk, is the steep learning curve and complexity of its advanced features, particularly for new users. Many users find that setting up and using these features can be challenging and require additional training. Additionally, some users have reported occasional performance issues and limitations in customization, especially with lower-tier plans. Another common complaint is that integrations with other tools can be problematic, leading to glitches and synchronization issues. Lastly, some users find the pricing structure to be misleading, with essential features hidden as add-ons,

What recommendations would you give to someone considering this product?

When considering Freshdesk, focus on its strengths like robust ticketing, automation, and omnichannel support. However, be aware of potential limitations like the cost of advanced features and the need for third-party tools for some advanced customization.

Pros

Reliable
Efficient Service
Effective Service
Inspires Innovation

Joseph E.

Role: Industry Specific Role
Industry: Finance
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jun 2025

Freshdesk is user friendly

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

Its unique and flexible workflow

What is your favorite aspect of this product?

it has very relatable dashboards

What do you dislike most about this product?

I am unable to get reports on number of followups on tickets

What recommendations would you give to someone considering this product?

It is a good application, but you need to work with the right third party and ensure all the requirements are duly documented before implementation

Pros

Enables Productivity
Respectful
Reliable
Performance Enhancing

Cons

Charges for Enhancements
Slower Product Innovation
Vendor Friendly Policies

Pranav C.

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

Validated Review

Verified Reviewer

Submitted Jan 2025

Freshdesk provides outline

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Intuitive interface, multi-channel support, automation, and scalability...

What is your favorite aspect of this product?

easy to use and very easy to setup, its a very low code plateform

What do you dislike most about this product?

I haven't encountered any issues as I've used it.

What recommendations would you give to someone considering this product?

Evaluate support needs, explore automation features, and ensure seamless integration with existing systems.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Freshdesk

What is Freshdesk?

Company Details

Book a Free Demo Today!

Awards & Recognition

2025 Data Quadrant Champion

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Data Quadrant Champion

Freshdesk Ratings

87 Likeliness to Recommend

96 Plan to Renew

82 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+87 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

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

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

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Community Management Creation and management of branded and focussed user communities.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

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

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.

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.

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.

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.

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

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.

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.

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.

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.

Also Featured in...

Knowledge Management

Field Service Management

Freshdesk Reviews

Nazeeruddin S.

Tech powered customer service platform

Likeliness to Recommend

Pros

Joseph E.

Freshdesk is user friendly

Likeliness to Recommend

Pros

Cons

Pranav C.

Freshdesk provides outline

Likeliness to Recommend

Pros

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1
Since last award

Feature Ratings

Customer Self Service Capabilities

Multi Channel Support

Agent Collaboration

Customer Service Knowledge Management

Customer Service Workflow Management

Analytics and Reporting

Contact Center Integration

Customer Community Management

Agent Scripting

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Business Value Created

Breadth of Features

Ease of Implementation

Usability and Intuitiveness

Quality of Features

Ease of IT Administration

Ease of Customization

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Vendor Support