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鈥檚 capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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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
1
Since last award
96 Plan to Renew
2
Since last award
83 Satisfaction of Cost Relative to Value
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.
+86 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
Agent Scripting
Customer Community Management
Intelligent Search
Mobile Customer Care
Vendor Capability Ratings
Business Value Created
Breadth of Features
Ease of Implementation
Usability and Intuitiveness
Ease of IT Administration
Quality of Features
Ease of Customization
Ease of Data Integration
Availability and Quality of Training
Vendor Support
Product Strategy and Rate of Improvement
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Freshdesk Reviews
Gregg Z.
- Role: Operations
- Industry: Insurance
- Involvement: Business Leader or Manager
Submitted Oct 2021
Effective, but buggy. Poor support structure.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk has all the features you need for incident management, including internal and client-facing KB, ticket management, and reporting.
What is your favorite aspect of this product?
I have everything I need to support my customers in one place.
What do you dislike most about this product?
Freshworks does not share my company's passion for providing good, fast support. Many bugs are never fixed. Support agents often do not try to understand the issue. They prefer to blame the customer which makes it take too long to prove there is a bug. Then there is no ownership or willingness to tell you when or if there will be a fix. Freshdesk support agents and CSMs disconnect and ignore you instead of trying to navigate their internal bureaucracy to get solutions. There is no communication between the development and support teams. This results in a frustrating experience with each additional bug further eroding user efficiency.
What recommendations would you give to someone considering this product?
Know that you are getting a complete incident management system with everything you could need included. Freshdesk support is very helpful and effective for onboarding support and setup assistance. Be prepared to support yourself if things go wrong.
Pros
- Enables Productivity
- Reliable
- Performance Enhancing
- Includes Product Enhancements
Cons
- Less Efficient Service
- Less Effective Service
- Less Caring
Jyoti S.
- Role: Sales Marketing
- Industry: Recreation
- Involvement: End User of Application
Submitted Oct 2021
"Great CRM"
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Customizable forms and data input. APIs are very simple and stable to use
What is your favorite aspect of this product?
Easy to use Reporting dashboard Analytics
What do you dislike most about this product?
Limited choices for the font in email template
What recommendations would you give to someone considering this product?
Freshsales has very easy-to-use and good reporting tools available to forecast your sales figures for coming weeks, months, and years, and sales reps by performance, etc.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Amilker C.
- Role: Operations
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Sep 2021
脫timo software de gerenciamento de t铆quetes
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk tem crescido muito nos 煤ltimos anos.
What is your favorite aspect of this product?
An谩lises e interface de usu谩rio
What do you dislike most about this product?
Suporte local e corre莽茫o de bugs da plataforma
What recommendations would you give to someone considering this product?
Os custos s茫o bem menores se comparado com Zendesk ou Hubspot service
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
