Freshworks

Freshdesk

Composite Score

8.5 /10

CX Score

8.6 /10

140 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.

Company Details

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Awards & Recognition

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

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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

83 Satisfaction of Cost Relative to Value

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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.

+82 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

6% Neutral

86% Positive

Pros

Respectful
Enables Productivity
Reliable
Performance Enhancing

Feature Ratings

Average 80

Agent Collaboration

Customer Self Service Capabilities

Multi Channel Support

Agent Scripting

Customer Service Knowledge Management

Customer Community Management

Contact Center Integration

Customer Service Workflow Management

Analytics and Reporting

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Average 80

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 7.7

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

Freshdesk Reviews

NIKITA S.

Role: Information Technology
Industry: Communications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2024

Freshdesk overview and review

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Freshdesk differentiates itself with its user-friendly interface, robust omnichannel support, and cost-effective scalability for businesses of all sizes.

What is your favorite aspect of this product?

its fit for small company also

What do you dislike most about this product?

The occasional complexity in customizing workflows and limited advanced reporting features can be challenging for users with specific needs.

What recommendations would you give to someone considering this product?

I would recommend exploring Freshdesk's free trial to assess its features, focusing on its automation tools, omnichannel support, and integrations to ensure it aligns with your business needs.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Maureen O.

Role: Operations
Industry: Telecommunications
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Dec 2024

Ease to use

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

It's great features

What is your favorite aspect of this product?

Automated routing

What do you dislike most about this product?

I don't dislike any feature about the product

What recommendations would you give to someone considering this product?

Great and easy to use

Pros

Continually Improving Product
Performance Enhancing
Enables Productivity
Trustworthy

Arnold P.

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

Validated Review

Verified Reviewer

Submitted Nov 2024

The automation your team needs.

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

Freshdesk has a friendly interface that facilitates rapid adoption by our teams. Enables automation of repetitive tasks, ticket prioritization, and knowledge base article suggestions, improving efficiency. It also integrates and manages all communications from different channels (email, phone, chat, social media) on a single platform, providing a consistent customer experience.

What is your favorite aspect of this product?

What I like most are Freshdesk's customization and automation capabilities. The ability to create predefined responses and automate workflows makes it easy to handle high volumes of inquiries without sacrificing quality of customer service. This, in turn, frees up time for our teams to focus on proactive customer acquisition and retention strategies.

What do you dislike most about this product?

Setting up different roles and permissions isn't always simple, so it may require extra effort to ensure that each agent only sees what they need.

What recommendations would you give to someone considering this product?

Freshdesk transforms the approach to customer service. Its intuitive interface and extensive automation capabilities have significantly improved our operational efficiency. I recommend him to any company looking to improve their performance and customer satisfaction.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

83 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+82 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

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

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

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

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

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

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

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

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

NIKITA S.

Freshdesk overview and review

Likeliness to Recommend

Pros

Maureen O.

Ease to use

Likeliness to Recommend

Pros

Arnold P.

The automation your team needs.

Likeliness to Recommend

Pros

Most Popular Freshdesk Comparisons

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1
Since last award

Feature Ratings

Agent Collaboration

Customer Self Service Capabilities

Multi Channel Support

Agent Scripting

Customer Service Knowledge Management

Customer Community Management

Contact Center Integration

Customer Service Workflow 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