

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
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
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Freshdesk Reviews

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.

Carissa L.
- Role: Sales Marketing
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Jul 2023
Keeps us on top of customer inquiries
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
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