Freshworks Inc.

Freshdesk

Composite Score

8.6 /10

CX Score

8.8 /10

167 Reviews Write a Review

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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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2025 Data Quadrant Champion

Latest Award, 2025

7 Top Rated Capabilities

3 Top Rated Features

Latest Award, 2025

2024 Emotional Footprint Champion

2024

2024 Data Quadrant Champion

2024

9 Top Rated Capabilities

7 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation

2023

2023 Data Quadrant Champion

2023

9 Top Rated Capabilities

7 Top Rated Features

2023

2022 Data Quadrant Champion

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.

87 Likeliness to Recommend

96 Plan to Renew

82 Satisfaction of Cost Relative to Value

1
Since last award

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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.

+87 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?

6% Negative

4% Neutral

90% 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

Analytics and Reporting

Customer Community Management

Agent Scripting

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Average 81

Business Value Created

Breadth of Features

Usability and Intuitiveness

Ease of IT Administration

Ease of Implementation

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

Score 8.6

View Freshdesk in this category (opens in a new tab)

Field Service Management

Score 8.1

View Freshdesk in this category (opens in a new tab)

Freshdesk Reviews

Happiness O.

Role: Sales Marketing
Industry: Consulting
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted May 2025

FreshDesk, a one in all ticketing systems.

Likeliness to Recommend

10 /10

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

Elizabeth M.

Role: Operations
Industry: Banking
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2025

A Smart, Scalable Helpdesk Solution.

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Freshdesk has a clean, intuitive interface that makes it easy for teams to get started without extensive training or technical expertise.

What is your favorite aspect of this product?

My favorite aspect of Freshdesk is its omnichannel support which seamlessly unifies customer interactions from email, chat, social media, and more into a single dashboard. This dramatically improves response time and team collaboration, especially for businesses juggling multiple communication channels.

What do you dislike most about this product?

For complex workflows, configuration can get confusing without strong documentation or support.

What recommendations would you give to someone considering this product?

Take advantage of Freshdesk’s omnichannel tools, but only connect the channels your team can realistically manage well.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

Freshdesk

What is Freshdesk?

Company Details

Book a Free Demo Today!

Awards & Recognition

2025 Data Quadrant Champion

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Data Quadrant Champion

Freshdesk Ratings

87 Likeliness to Recommend

96 Plan to Renew

82 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+87 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.

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.

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

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.

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.

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.

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

Happiness O.

FreshDesk, a one in all ticketing systems.

Likeliness to Recommend

Pros

Elizabeth M.

A Smart, Scalable Helpdesk Solution.

Likeliness to Recommend

Pros

Saloni K.

Freshdesk : a simple, scalable support solution.

Likeliness to Recommend

Pros

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1
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

Analytics and Reporting

Customer Community Management

Agent Scripting

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Business Value Created

Breadth of Features

Usability and Intuitiveness

Ease of IT Administration

Ease of Implementation

Quality of Features

Ease of Customization

Ease of Data Integration

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement