Freshworks Inc.

Freshdesk

Composite Score

8.6 /10

CX Score

8.8 /10

167 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

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2025 Data Quadrant Champion

Latest Award, 2025

7 Top Rated Capabilities

3 Top Rated Features

Latest Award, 2025

2024 Emotional Footprint Champion

2024

2024 Data Quadrant Champion

2024

9 Top Rated Capabilities

7 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation

2023

2023 Data Quadrant Champion

2023

9 Top Rated Capabilities

7 Top Rated Features

2023

2022 Data Quadrant Champion

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.

87 Likeliness to Recommend

96 Plan to Renew

82 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.

+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?

6% Negative

4% Neutral

90% Positive

Pros

Enables Productivity
Respectful
Reliable
Performance Enhancing

Feature Ratings

Average 81

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

Average 81

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...

Knowledge Management

Score 8.6

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

Field Service Management

Score 8.1

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

Freshdesk Reviews

Sanyam J.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2021

All in One Ticketing System

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Rapid Implementattion and easy to manage customers and clients.

What is your favorite aspect of this product?

Fast to learn.

What do you dislike most about this product?

Message categorization. Sometimes emails hit spam.

What recommendations would you give to someone considering this product?

Must use for CRM

Pros

Helps Innovate
Reliable
Enables Productivity
Effective Service

Abbey Grace M.

Role: Sales Marketing
Industry: Manufacturing
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2021

Helps understand customer needs

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Freshdesk has great features including multi-channel support like email, phone, chat, and social media. It has excellent information and advanced analytics that help understand customer needs. It integrates multiple communication channels, which allow having different communication options with the client. The customer support reports provide real-time data, which allows better decision-making.

What is your favorite aspect of this product?

Learning to use the software was quite easy, due to its friendly user interface. Freshdesk is very effective scenario automations and keyboard shortcuts. In addition, that you can have all our website, social networks and email communication in one place. Provides support satisfactorily meets all our demands and concerns.

What do you dislike most about this product?

They need to incorporate the option to cancel the sending of an email or to retract the sending of an incorrect email.

What recommendations would you give to someone considering this product?

This platform has features that allow the development of quality personalized customer service, easy to use and with tools that improve workflow. I recommend it.

Pros

Reliable
Trustworthy
Caring
Respectful

Eileen W.

Role: Sales Marketing
Industry: Manufacturing
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2021

Generate the best customer service

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Freshdesk provides excellent capabilities to generate an organized and dynamic customer service process. The communication process with clients is much more efficient. This versatile and robust tool has increased the productivity of the company. Provides the greatest facility for our customers to make support requests. Allows you to respond to tickets from anywhere through the application.

What is your favorite aspect of this product?

It has simple to use tools, such as receiving tickets from multiple media, email, text, web portal and the mobile application that is considerably effective. Allow your customers to create their own help desk request tickets, track the progress of their ticket. It has a built-in contact directory for all internal employees, making it easy to assign copies or forward tickets.

What do you dislike most about this product?

Navigating through different support tickets and the analysis tool can be a bit tricky to use for new users.

What recommendations would you give to someone considering this product?

Freshdesk is a dynamic, intuitive, and easy-to-use customer service tool. It provides an effective and pleasant personalized customer service. I recommend its implementation.

Pros

Reliable
Enables Productivity
Trustworthy
Effective Service

Freshdesk

What is Freshdesk?

Company Details

Book a Free Demo Today!

Awards & Recognition

2025 Data Quadrant Champion

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Data Quadrant Champion

Freshdesk Ratings

87 Likeliness to Recommend

96 Plan to Renew

82 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+87 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.

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.

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

Customer Community Management Creation and management of branded and focussed user communities.

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

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.

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.

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.

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 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.

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

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

Sanyam J.

All in One Ticketing System

Likeliness to Recommend

Pros

Abbey Grace M.

Helps understand customer needs

Likeliness to Recommend

Pros

Eileen W.

Generate the best customer service

Likeliness to Recommend

Pros

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1
Since last award

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