Freshdesk Logo Award Winner Product Badge
Freshdesk Logo Award Winner Product Badge
Freshworks Inc.

Freshdesk

Composite Score
8.6 /10
CX Score
8.8 /10
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Freshdesk
8.6 /10

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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Awards & Recognition

Freshdesk won the following awards in the Customer Service - Enterprise category

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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

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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

84

Multi Channel Support

82

Agent Collaboration

82

Customer Service Knowledge Management

82

Customer Service Workflow Management

81

Analytics and Reporting

80

Contact Center Integration

80

Customer Community Management

80

Agent Scripting

80

Intelligent Search

78

Mobile Customer Care

78

Vendor Capability Ratings

Average 81

Business Value Created

83

Breadth of Features

83

Ease of Implementation

83

Usability and Intuitiveness

82

Quality of Features

82

Ease of IT Administration

82

Ease of Customization

81

Ease of Data Integration

79

Availability and Quality of Training

79

Product Strategy and Rate of Improvement

78

Vendor Support

78

Freshdesk Reviews

Donna C.

  • Role: Operations
  • Industry: Other
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jul 2023

Many features, some difficult to implement

Likeliness to Recommend

8 /10

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

Brian C.

  • Role: Sales Marketing
  • Industry: Entertainment
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jul 2023

Freshdesk is an excellent help desk system

Likeliness to Recommend

8 /10

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

Carissa L.

  • Role: Sales Marketing
  • Industry: Retail
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Jul 2023

Keeps us on top of customer inquiries

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

I really like that freshdesk has not only email ticket support but many other apps you can add. Our company also uses the freshcaller and chat bot, there are many others that could be added as well.

What is your favorite aspect of this product?

Freshdesk helps our team stay really organized and on top of customer inquires and support tickets. It also keeps a full history so you can easily have other team members jump in and help a customer if needed.

What do you dislike most about this product?

I do find the support a bit cumbersome. They send you resolutions to do yourself first before their team steps in to help. I would prefer the support team to help us resolve the issue rather than my team going through multiple steps first.

What recommendations would you give to someone considering this product?

Great for growing companies that are starting to get a lot of customer inquires. It really helped us get organized and respond in a timely matter without missing emails or calls.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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