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
Zulfan H.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Feb 2024
Great ticketing system with fraction of the cost
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
The features is very similar with other highly cost ticketing system, but it is giving it with a fraction of the cost
What is your favorite aspect of this product?
The mobile applications and a transparent ITIL workflow in the ticket's flow
What do you dislike most about this product?
We have to pay another different scheme for asset management system, which virtually is side by side with incident management
What recommendations would you give to someone considering this product?
After deep research, I believe this tool can compete with other tools that are there, but with a cheaper cost
Pros
- Efficient Service
- Respectful
- Helps Innovate
- Continually Improving Product
Nicolas F.
- Role: Information Technology
- Industry: Recreation
- Involvement: IT Leader or Manager
Submitted Jan 2024
Assigning tickets for professional support
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
FreshDesk interface is easy to use. Tickets priority can be set up right away.
What is your favorite aspect of this product?
The fact that it assigns a ticket number and remind the agent of any overdue/pending tickets.
What do you dislike most about this product?
Pricing can be more affordable.
What recommendations would you give to someone considering this product?
To anyone looking for a professional customer support CRM, FreshDesk is one of the best solutions.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Elin J.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jan 2024
Efficient to manage communication with clients.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk is one of the best tools for managing customer interactions. It ensures that our operations run smoothly and that we can provide immediate assistance. The platform has tons of features and is also surprisingly easy to use.
What is your favorite aspect of this product?
It offers us a centralized place for communication records between employees and clients, automation capacity through stored responses, tags and threads and the ability to assign tickets and leave notes to colleagues.
What do you dislike most about this product?
Often when the status of the ticket changes, it must be updated several times.
What recommendations would you give to someone considering this product?
Freshdesk is an excellent customer service management tool for small and medium-sized enterprises. It manages tickets well and guarantees prompt responses. It's perfect for tracking problems, keeping in touch, and expediting client requests.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
