Freshdesk Logo Award Winner Product Badge
Freshdesk Logo Award Winner Product Badge
Freshworks Inc.

Freshdesk

Composite Score
8.6 /10
CX Score
8.7 /10
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Category
Freshdesk
8.6 /10

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’s capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents.

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Awards & Recognition

Freshdesk won the following awards in the Customer Service - Enterprise category

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Freshdesk Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Freshdesk.

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 Likeliness to Recommend

95 Plan to Renew

1
Since last award

83 Satisfaction of Cost Relative to Value


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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.

+85 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?

7% Negative
5% Neutral
88% Positive

Pros

  • Enables Productivity
  • Respectful
  • Reliable
  • Transparent

Feature Ratings

Average 81

Customer Self Service Capabilities

83

Agent Collaboration

82

Multi Channel Support

81

Customer Service Knowledge Management

80

Customer Service Workflow Management

80

Contact Center Integration

80

Agent Scripting

79

Analytics and Reporting

79

Customer Community Management

79

Intelligent Search

78

Mobile Customer Care

76

Vendor Capability Ratings

Average 80

Business Value Created

83

Ease of Implementation

82

Breadth of Features

82

Usability and Intuitiveness

82

Ease of IT Administration

82

Quality of Features

81

Ease of Customization

80

Ease of Data Integration

80

Availability and Quality of Training

79

Vendor Support

78

Product Strategy and Rate of Improvement

77

Freshdesk Reviews

Samson O.

  • Role: Finance
  • Industry: Banking
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2025

One stop for all customer support

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

It's ability to integrate all support channels--email, chats, phone, socials in one place

What is your favorite aspect of this product?

A standout aspect of Freshdesk is its omnichannel support. It brings together email, live chat, phone, social media (Facebook, Twitter, WhatsApp), and messaging apps into a single platform. This ensures that customers can reach out through their preferred channel while agents manage all interactions seamlessly from one place.

What do you dislike most about this product?

No dislikes for now

What recommendations would you give to someone considering this product?

I 100% recommend this product

Pros

  • Performance Enhancing
  • Helps Innovate
  • Continually Improving Product
  • Reliable

Jennifer N.

  • Role: Operations
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Mar 2025

Freshdesk: User-friendly and affordable.

Likeliness to Recommend

7 /10

What differentiates Freshdesk from other similar products?

Freshdesk is more affordable and easier to setup, and includes free automation tools. It stands out from other customer support platforms due to it's user friendly interface, affordability, AI-powered automation, and omnichannel support.

What is your favorite aspect of this product?

My favorite aspect of the product is the AI automation(Freddy AI) reduces manual work through smart chatbots, and ticket suggestion

What do you dislike most about this product?

Nothing . I love everything concerning the platform

What recommendations would you give to someone considering this product?

If you're considering using Freshdesk, define your customer support goals

Pros

  • Fair
  • Helps Innovate
  • Continually Improving Product
  • Enables Productivity

Ursulla U.

  • Role: Sales Marketing
  • Industry: Telecommunications
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2025

Simply friendly and valid

Likeliness to Recommend

8 /10

What differentiates Freshdesk from other similar products?

Simple Friendly Unique

What is your favorite aspect of this product?

Stock based Customer Support

What do you dislike most about this product?

All are impressive

What recommendations would you give to someone considering this product?

Congratulations you got the best product

Pros

  • Client Friendly Policies
  • Helps Innovate
  • Continually Improving Product
  • Reliable

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