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
Robin P.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Dec 2023
Great product, constantly evolving!
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Customise of ticket fields to suit, various teams. Knowledge functionality has improved over recent years
What is your favorite aspect of this product?
automations
What do you dislike most about this product?
Could do more to guide/recommend solutions to agents
What recommendations would you give to someone considering this product?
Very good for managing tickets, can access them from mobile easily, allowing true support from anywhere! Still improving on Knowledge base and how that can help agents
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy
Lewis K.
- Role: Information Technology
- Industry: Food and Beverage
- Involvement: IT Development, Integration, and Administration
Submitted Dec 2023
I love Freshdesk!
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
The features list is endless and they are always looking to enhance their platform
What is your favorite aspect of this product?
How easy it is to filter through customer requests and effectively use information provided
What do you dislike most about this product?
Not much at all my overall experience has been very positive
What recommendations would you give to someone considering this product?
Freshdesk is a really amazing product I would recommend 10/10
Pros
- Continually Improving Product
- Performance Enhancing
- Trustworthy
- Unique Features
Yevheniia B.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Nov 2023
Our support and customer service tool
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
I chose Freshdesk because it is easy to use and valuable in all areas, especially customer support, and it helps the company a lot. It has an exceptional knowledge base and is a fantastic tool to encourage better customer service and support.
What is your favorite aspect of this product?
This program has been a great help to our customer service and support operations, and I love how it has helped us maintain customer alignment and organization. Freshdesk has improved our customer service because it is easy to use and has an excellent support staff that has been there for us whenever we needed them.
What do you dislike most about this product?
If better search tools and filters allowed users to find tickets or actions based on keywords or dates quickly, it would be a huge time saver.
What recommendations would you give to someone considering this product?
Since we started using it, we have been able to quickly and easily manage any customer service issue by creating a ticket for it. Our customers are satisfied and trust our brand more. As a result, we have developed strong and lasting bonds with them. One of the many advantages we have gained is the first-class support service provided by the Freshdesk team.
Pros
- Reliable
- Performance Enhancing
- Trustworthy
- Efficient Service
