

In Partnership With SelectHub

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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In Partnership With SelectHub
Freshdesk Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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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
97 Plan to Renew
1
Since last award
82 Satisfaction of Cost Relative to Value
1
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.
+88 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
- Respectful
- Enables Productivity
- 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
Multi Channel Support
Agent Collaboration
Customer Service Knowledge Management
Customer Service Workflow Management
Analytics and Reporting
Contact Center Integration
Customer Community Management
Agent Scripting
Intelligent Search
Mobile Customer Care
Vendor Capability Ratings
Usability and Intuitiveness
Business Value Created
Ease of Implementation
Breadth of Features
Quality of Features
Ease of IT Administration
Ease of Customization
Ease of Data Integration
Availability and Quality of Training
Product Strategy and Rate of Improvement
Vendor Support
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Freshdesk Reviews

Raghav S.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Sep 2025
Very productive tool for the customer support
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
Good tool to provide good support to customers, it helps to resolve customer queries and complaint. I can easily track the ongoing process like how many tickets are closed or how many are going on which assist to sustain my client.
What is your favorite aspect of this product?
This is full of features, nowadays AI features is very helpful to provide instant support to client through this tool. Make response time very simple and easy with its simple dashboard.
What do you dislike most about this product?
It's working fine, i don't think any.
What recommendations would you give to someone considering this product?
Good with this to provide good support to client
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Enables Productivity
Please tell us why you think this review should be flagged.

Ankit S.
- Role: Information Technology
- Industry: Consulting
- Involvement: End User of Application
Submitted Sep 2025
FreshDesk Review
Likeliness to Recommend
What differentiates Freshdesk from other similar products?
It stands out for its ease of use and quick setup, making it accessible even for non-technical teams.
What is your favorite aspect of this product?
It’s easy to navigate, and I can track and resolve tickets without any hassle.
What do you dislike most about this product?
I noticed occasional delays in ticket updates when multiple channels are involved.
What recommendations would you give to someone considering this product?
Nothing as of now
Pros
- Unique Features
- Efficient Service
- Effective Service
- Inspires Innovation
Please tell us why you think this review should be flagged.

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
Please tell us why you think this review should be flagged.
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