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
Also Featured in...
Freshdesk Reviews
Ahmed F.
- Role: C-Level
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Jul 2021
Best value to money ticketing system
Likeliness to Recommend
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
Submitted Jul 2021
Easy to use and highly recommended
Likeliness to Recommend
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
Submitted Jul 2021
FreshDesk: The Perfect Tools For Customer Services
Likeliness to Recommend
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
