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.
92 Likeliness to Recommend
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Since last award
95 Plan to Renew
1
Since last award
85 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.
+93 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
- Inspires Innovation
- Respectful
- Helps Innovate
- Continually Improving Product
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
Dispatch Management
Application Integration
Service Scheduling
Field Service Workflow Management
Field Service Knowledge Management
Field Sales Enablement
Online Booking
GPS Tracking
Dashboards, Analytics and Reporting
Mobile App
Quotes and Estimates
Vendor Capability Ratings
Availability and Quality of Training
Ease of Customization
Vendor Support
Ease of Data Integration
Ease of Implementation
Quality of Features
Business Value Created
Usability and Intuitiveness
Ease of IT Administration
Product Strategy and Rate of Improvement
Breadth of Features
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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
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
Delight Ijeoma N.
- Role: Sales Marketing
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Mar 2025
A Solid Choice for Customer Engagement.
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Unlike some competitors, Freshdesk integrates multiple channels like email, chat, social media, and phone into one platform.
What is your favorite aspect of this product?
Its AI assistant, Freddy, helps automate ticket responses, routing, and analytics, reducing manual work.
What do you dislike most about this product?
The system can sometimes lag, especially when handling a high volume of tickets.
What recommendations would you give to someone considering this product?
If you require advanced reporting, automation, or AI features, be prepared for higher-tier plans.
Pros
- Unique Features
- Efficient Service
- Saves Time
- Fair
