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
Carissa L.
- Role: Sales Marketing
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Jul 2023
Keeps us on top of customer inquiries
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
I really like that freshdesk has not only email ticket support but many other apps you can add. Our company also uses the freshcaller and chat bot, there are many others that could be added as well.
What is your favorite aspect of this product?
Freshdesk helps our team stay really organized and on top of customer inquires and support tickets. It also keeps a full history so you can easily have other team members jump in and help a customer if needed.
What do you dislike most about this product?
I do find the support a bit cumbersome. They send you resolutions to do yourself first before their team steps in to help. I would prefer the support team to help us resolve the issue rather than my team going through multiple steps first.
What recommendations would you give to someone considering this product?
Great for growing companies that are starting to get a lot of customer inquires. It really helped us get organized and respond in a timely matter without missing emails or calls.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Pranav C.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jan 2025
Freshdesk provides outline
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Intuitive interface, multi-channel support, automation, and scalability...
What is your favorite aspect of this product?
easy to use and very easy to setup, its a very low code plateform
What do you dislike most about this product?
I haven't encountered any issues as I've used it.
What recommendations would you give to someone considering this product?
Evaluate support needs, explore automation features, and ensure seamless integration with existing systems.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Vivian K.
- Role: Information Technology
- Industry: Communications
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2025
Freshdesk: Affordable User-friendly software
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Affordable price
What is your favorite aspect of this product?
It's fair pricing
What do you dislike most about this product?
It is limited in terms of design and customisation.
What recommendations would you give to someone considering this product?
Access your business size and needd
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity
