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
David T.
- Role: Sales Marketing
- Industry: Other
- Involvement: IT Leader or Manager
Submitted Apr 2021
Great product
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
This is the most powerful product for ensuring that all clients are on the same page with the service providers.
What is your favorite aspect of this product?
It offers great platform for giving excellent services to potential customers. With Freshdesk customer satisfaction is guaranteed hence having higher chances of winning more clients.
What do you dislike most about this product?
I have not experienced any drawback from the operation of this product.
What recommendations would you give to someone considering this product?
For excellent service delivery to customers and proper relationships with team members Freshdesk is the best tool to deploy.
Pros
- Continually Improving Product
- Unique Features
- Efficient Service
- Effective Service
Amanda C.
- Role: Information Technology
- Industry: Other
- Involvement: IT Leader or Manager
Submitted Apr 2021
Excellent Product
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk has been most effective product for supporting effective customer service.
What is your favorite aspect of this product?
I like the platform due to its excellent features for supporting quality customer services. Since we started using Freshdesk our clients are always happy with our services and this has also enabled us to win more customers.
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?
From the time of deployment this product has given us great services and we have learned a lot from its operation on customer service.
Pros
- Continually Improving Product
- Enables Productivity
- Trustworthy
- Unique Features
Robert M.
- Role: Information Technology
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Apr 2021
Fantastic Product
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
I have no experience from other similar products but this is the most effective customer service management platform I have used.
What is your favorite aspect of this product?
It offers wide variety of features that support customer relations. You can use live chat or send mails to customers conveniently.
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 recommend Freshdesk to any enterprise for effective customer relations.
Pros
- Continually Improving Product
- Unique Features
- Effective Service
- Inspires Innovation
