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.
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
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?
Pros
- Respectful
- Enables Productivity
- 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
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
Also Featured in...
Freshdesk Reviews
Haradhan D.
- Role: Information Technology
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted May 2021
Freshdesk is best chat base support system i use
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Data responses with easy UI smooth clicks. Getting a new client onboard is quick and learning the product is as easy since all options and modules are self-explanatory it's so cool process. Freshdesk makes our daily tasks easier and more efficient. The fact that we can keep track of your report and tickets efficiently with this powerful system makes our job easier. All those points are different from Freshdesk from another similar service provider.
What is your favorite aspect of this product?
Nice a simple interface, which makes it quick and easy to answer support tickets. The app generally works quite well as well. And then it's the best thing about Desktop is its amazing features to organize the work. It helps us too much for categorizing the tickets based on urgent tasks, which helps us to deal easily with the most important clients. Our team can easily track any particular customers and through a ticketing system, I can easily assist them.
What do you dislike most about this product?
Freshdesk lacks many important features that include collaboration with other social platforms and this is a major issue as I have to switch to another system for responding to my customers’ from my other channels for this single issue I dislike Freshdesk. But it's overall a great system.
What recommendations would you give to someone considering this product?
Freshdesk is suitable for companies that shouldn't be too variable and harder to configure/manage for successful practice and is convenient to use! It would have the opportunity of being operated by the provider because it is a Web-based Cloud solution so that no systems manager is needed to run and manage this scheme on the database. For all those reasons you can, you can choose it for your organization.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Gina C.
- Role: Sales Marketing
- Industry: Healthcare
- Involvement: Initial Implementation
Submitted May 2021
Cloud-based help desk solution that is reliable
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Automation of client communication formatted just how you want it.
What is your favorite aspect of this product?
Ability to receive feedback based off the service provided allows to find areas of improvement.
What do you dislike most about this product?
As for the management of QR codes, Freshdesk does not have any reading tool, which would undoubtedly benefit the access to our data on the web.
What recommendations would you give to someone considering this product?
Freshdesk works very well for many types of organizations and environments, as long as you need some sort of ticketing or communication tracking system. With the many different plans available, one should fit most use cases.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Theresa S.
- Role: Industry Specific Role
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Apr 2021
Great product
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk is great product for ensuring that there is great customer support platform.
What is your favorite aspect of this product?
Freshdesk gives us great support in ensuring that of our clients are always happy of our services. Our team members are able to collaborate effectively with our customers which has lead to teamwork and faster growth of our company.
What do you dislike most about this product?
I have not disliked anything to do with this great product
What recommendations would you give to someone considering this product?
I like the capability of this product to ensure that our customers go hand in hand with our team members.
Pros
- Unique Features
- Caring
- Saves Time
- Client Friendly Policies
Please tell us why you think this review should be flagged.
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