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Freshworks Inc.

Freshdesk

Composite Score

8.6 /10

CX Score

8.8 /10

157 Reviews Write a Review

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.

Company Details

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Awards & Recognition

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

Filter By

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation

2023

2023 Data Quadrant Gold Medalist

2023

9 Top Rated Capabilities

7 Top Rated Features

2023

2022 Data Quadrant Gold Medalist

2022

8 Top Rated Capabilities

5 Top Rated Features

2022

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

96 Plan to Renew

2
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.

+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?

7% Negative

4% Neutral

89% Positive

Pros

Enables Productivity
Respectful
Reliable
Performance Enhancing

Feature Ratings

Average 81

Customer Self Service Capabilities

Agent Collaboration

Multi Channel Support

Customer Service Knowledge Management

Customer Service Workflow Management

Contact Center Integration

Agent Scripting

Analytics and Reporting

Customer Community Management

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Average 81

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

Also Featured in...

Knowledge Management

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Field Service Management

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Freshdesk Reviews

Saloni K.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2025

Freshdesk : a simple, scalable support solution.

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

It brings everything i.e. email, social media , phone, live chat into one unified dashboard because of which my team doesn't doesn't have to juggle multiple platforms.

What is your favorite aspect of this product?

My favourite aspect is that I can manage multiple channel in one place , and I don't have to jump between different platforms or miss any customer interaction.

What do you dislike most about this product?

I don't like that some of the advance features are in the higher plans. Also the ticket management system can feel a bit rigid when it comes to customization.

What recommendations would you give to someone considering this product?

Start with the free plan if you have a small team and take advantage of the Omni channel capabilities. And also explore the automation and Freddy AI features.

Pros

Helps Innovate
Trustworthy
Client Friendly Policies
Fair

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

How We Deliver

Freshdesk

What is Freshdesk?

Company Details

Need Assistance?

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Data Quadrant Gold Medalist

Freshdesk Ratings

86 Likeliness to Recommend

96 Plan to Renew

2 Since last award

83 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+86 Net Emotional Footprint

How much do users love Freshdesk?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Community Management Creation and management of branded and focussed user communities.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Also Featured in...

Knowledge Management

Field Service Management

Freshdesk Reviews

Saloni K.

Freshdesk : a simple, scalable support solution.

Likeliness to Recommend

Pros

Samson O.

One stop for all customer support

Likeliness to Recommend

Pros

Jennifer N.

Freshdesk: User-friendly and affordable.

Likeliness to Recommend

Pros

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Title

2
Since last award

Feature Ratings

Customer Self Service Capabilities

Agent Collaboration

Multi Channel Support

Customer Service Knowledge Management

Customer Service Workflow Management

Contact Center Integration

Agent Scripting

Analytics and Reporting

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