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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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.
90 Likeliness to Recommend
1
Since last award
100 Plan to Renew
86 Satisfaction of Cost Relative to Value
2
Since last award
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.
+94 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
- Reliable
- Enables Productivity
- Performance Enhancing
- Effective Service
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
Configurable Knowledge Repository
Role-Based Access
Social Features
Intelligent Search
Workflow and Approval Management
Bulk Actions
API Integration
Multi-Language Support
Multiple File Type Support
Version Control
Cataloging
Vendor Capability Ratings
Quality of Features
Business Value Created
Breadth of Features
Ease of Customization
Ease of IT Administration
Ease of Implementation
Ease of Data Integration
Availability and Quality of Training
Usability and Intuitiveness
Vendor Support
Product Strategy and Rate of Improvement
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Freshdesk Reviews
Paras C.
- Role: Consultant
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Aug 2025
Easy-to-Use Helpdesk with Strong Automation Featur
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk stands out for its affordability, ease of setup, and omnichannel support (email, chat, phone, social media) all in one place. It also has strong automation and AI features at a lower cost compared to Zendesk or Salesforce Service Cloud.
What is your favorite aspect of this product?
The automation rules and AI-powered ticket routing save time and ensure faster resolution.
What do you dislike most about this product?
Customization and advanced reporting can feel limited compared to enterprise-grade competitors.
What recommendations would you give to someone considering this product?
Start with the free or mid-tier plan to see if it meets your needs, and upgrade as your support team grows. It’s ideal for small to medium businesses that need a quick, reliable, and user-friendly helpdesk.
Pros
- Helps Innovate
- Reliable
- Caring
- Respectful
Sarah C.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Aug 2025
Freshdesk is a smart and easy-to-use platform
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk offers a robust knowledge management module as a part of its helpdesk and customer support platform. It is widely recognized for its ease of use, content accessibility, and seamless integration with support workflow. The feedback system works efficiently and assists us in improving the content more smartly.
What is your favorite aspect of this product?
I like its content creation tools, such as the WYSIWYG editor makes it simple to write, format, and publish articles. Its agent links knowledge base articles directly to tickets, helping customers self-serve and reducing resolution times. Another valuable feature is its self-service portal, which allows us to publish FAQs, documentation, and resolutions for users to access 24/7. Overall, I would say it is very convenient to manage different content on a single platform.
What do you dislike most about this product?
Freshdesk continues improving its features, rather than leaving gaps in functionality. It frequently updates suggestions for future iterations. The current roles and publishing workflows are operational efficiently.
What recommendations would you give to someone considering this product?
Must give it a try as it provides excellent services. This tool improves navigation for end-users and helps agents find the right articles faster. Use customer feedback to identify which articles need improvement or updates.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Trustworthy
Happiness O.
- Role: Sales Marketing
- Industry: Consulting
- Involvement: IT Leader or Manager
Submitted May 2025
FreshDesk, a one in all ticketing systems.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Freshdesk has a scalable Knowledge Base With Freshdesk, you can create self-service portals, FAQs, and help articles to reduce repetitive support tasks. GoCanvas doesn't have a public-facing knowledge system.
What is your favorite aspect of this product?
It's Collaboration Features is my favorite. Freshdesk enables team collaboration on tickets, internal notes, and escalations.
What do you dislike most about this product?
It has a Complicated Pricing Model. Features like automation, analytics, and chatbots are locked behind higher-tier plans. The free plan is limited, and costs rise quickly with more agents or channels
What recommendations would you give to someone considering this product?
If you need a simple ticket Management and Automation, Freshdesk is your go to. It lets you track, prioritize, assign, and resolve support tickets with ease.
Pros
- Continually Improving Product
- Enables Productivity
- Inspires Innovation
- Saves Time
