Freshworks Inc.

Freshdesk

Composite Score

8.5 /10

CX Score

8.7 /10

144 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.

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Awards & Recognition

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

Filter By

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation

2023

2023 Data Quadrant Gold Medalist

2023

9 Top Rated Capabilities

7 Top Rated Features

2023

2022 Data Quadrant Gold Medalist

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.

86 Likeliness to Recommend

95 Plan to Renew

1
Since last award

84 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.

+83 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?

8% Negative

5% Neutral

87% Positive

Pros

Respectful
Enables Productivity
Reliable
Performance Enhancing

Feature Ratings

Average 81

Customer Self Service Capabilities

Agent Collaboration

Multi Channel Support

Customer Service Knowledge Management

Agent Scripting

Customer Service Workflow Management

Contact Center Integration

Customer Community Management

Analytics and Reporting

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Average 81

Business Value Created

Ease of Implementation

Breadth of Features

Usability and Intuitiveness

Ease of IT Administration

Quality of Features

Ease of Data Integration

Ease of Customization

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement

Also Featured in...

Knowledge Management

Score 8.4

View Freshdesk in this category (opens in a new tab)

Field Service Management

Score 8.0

View Freshdesk in this category (opens in a new tab)

Freshdesk Reviews

Ahmed F.

Role: C-Level
Industry: Retail
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2021

Best value to money ticketing system

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

Freshdesk is to the point application solve a ticking problem with its easiest way

What is your favorite aspect of this product?

It is integrated with too many applications smoothly

What do you dislike most about this product?

They have a primitive billing system

What recommendations would you give to someone considering this product?

It's worth your money. Go ahead and subscribe if you need it.

Pros

Helps Innovate
Trustworthy
Saves Time
Fair

Ashish O.

Role: Operations
Industry: Healthcare
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2021

Easy to use and highly recommended

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

Very user friendly. Easily customisable. Works even when we have slow internet connection..

What is your favorite aspect of this product?

Product design and cost

What do you dislike most about this product?

Sometimes it delays incoming tickets

What recommendations would you give to someone considering this product?

Improve the delay that affecting incoming tickets. Add some more shortcuts.

Pros

Unique Features
Altruistic
Friendly Negotiation
Performance Enhancing

Cons

Security Frustrates

Nicolas F.

Role: C-Level
Industry: Finance
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2021

FreshDesk: The Perfect Tools For Customer Services

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

FreshDesk stands out with its user friendly platform and perfect ticketing systems. I have been using FreshDesk for years and it has proved vital when it comes to managing an increasing number of tickets and online queries as well as the ability to assign priority and do proper follow-ups.

What is your favorite aspect of this product?

The ticketing system via the CRM. It has increased our customer satisfaction rate by 33%, which is huge for our industry.

What do you dislike most about this product?

To be honest, I have no real dislike as such. A recommendation would be to provide additional integrations.

What recommendations would you give to someone considering this product?

As an IT professional, I would recommend without any hesitation. There is no steep learning curve, even for the non-IT persons. FreshDesk will definitely contribute in taking your organization to the next level and help meet your goals.

Pros

Reliable
Performance Enhancing
Enables Productivity
Efficient Service

Freshdesk

What is Freshdesk?

Company Details

Book a Free Demo Today!

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Data Quadrant Gold Medalist

Freshdesk Ratings

86 Likeliness to Recommend

95 Plan to Renew

1 Since last award

84 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+83 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.

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

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

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.

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

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

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.

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

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.

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.

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.

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.

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

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 Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

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.

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.

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.

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.

Also Featured in...

Knowledge Management

Field Service Management

Freshdesk Reviews

Ahmed F.

Best value to money ticketing system

Likeliness to Recommend

Pros

Ashish O.

Easy to use and highly recommended

Likeliness to Recommend

Pros

Cons

Nicolas F.

FreshDesk: The Perfect Tools For Customer Services

Likeliness to Recommend

Pros

Most Popular Freshdesk Comparisons

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1
Since last award

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Feature Ratings

Customer Self Service Capabilities

Agent Collaboration

Multi Channel Support

Customer Service Knowledge Management

Agent Scripting

Customer Service Workflow Management

Contact Center Integration

Customer Community Management

Analytics and Reporting

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Business Value Created

Ease of Implementation

Breadth of Features

Usability and Intuitiveness

Ease of IT Administration

Quality of Features

Ease of Data Integration

Ease of Customization

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement