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
Hachi P.
- Role: Sales Marketing
- Industry: Other
- Involvement: End User of Application
Submitted Jan 2022
The amazing customer relationship platform
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
It is integrated with social media accounts like twitter and Facebook robustly so we can easily manage all these at one place, and it provides very easy setup. Its ticketing automation feature provide us better management of our company business workflows because we can create tickets in different ways. It also provides third party integration with other tools like MailChimp, skype, drop box etc. so we can use their platform as well to use it in better way.
What is your favorite aspect of this product?
The platform is overall a great support to our company business for customer support as we had enough number of clients to manage and this platform made easy to transfer, add information to any client. It is integrated with other online chats system so this feature is quite helpful. The analysis became easy for us now any time we can check any individual's result. This helped us a lot for upcoming leads.
What do you dislike most about this product?
A refresh to client-side portal is needed as it becomes clunky. There must be upload images option required rather than attach files. In this app assigning email to team members is remain hidden in inbox which causes duplicate works.
What recommendations would you give to someone considering this product?
we can learn from its provided tutorials if we have any problem using it. Highly recommended to everyone.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Agnė Š.
- Role: Human Resources
- Industry: Technology
- Involvement: End User of Application
Submitted Jan 2022
Good tool for managing customer support
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Ability to use a free plan which can cover basic customer support needs.
What is your favorite aspect of this product?
It's very customizable. My favourite features are adding tags, bulk updates.
What do you dislike most about this product?
That it takes some time to learn to use all the functions.
What recommendations would you give to someone considering this product?
Good product for someone who is starting out.
Pros
- Enables Productivity
- Trustworthy
- Respectful
- Helps Innovate
Please tell us why you think this review should be flagged.
- Role: Operations
- Industry: Shipping
- Involvement: End User of Application
Submitted Oct 2021
Cool product, slow service
Likeliness to Recommend
Pros
- Respectful
- Inspires Innovation
Cons
- Less Efficient Service
- Less Generous
- Under Delivered
Please tell us why you think this review should be flagged.
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