freshdesk Overview
This is a summary of the comprehensive capabilities and benefits of freshdesk based on over 29147 insights from peer reviews, customer testimonials, and expert opinions. We included citations from these sources so you can read the full content at the original source if you wish.
freshdesk, Freshservice, Zoho Desk, Zendesk For Service, LiveAgent, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.
Do you need to check if freshdesk is right for your needs? Our Cuspera AI engine can evaluate how freshdesk fits your specific business needs, industry, and context. Get your personalized assessment report today.
freshdesk supports business activities such as:
- Helpdesk Management
- Knowledge Management
- Engagement Management
- Customer Feedback Management
- Communication Management
freshdesk can help you with many business goals, such as Enhance Customer Relationships, Acquire Customers, Improve Internal Communications, Improve Efficiency, Increase Sales & Revenue, etc. It can help manage these activities if you use User Generated Content and Blogs for these needs. As a solution, freshdesk's capabilities include Ticketing, Dashboard, Personalization, etc.
freshdesk was founded in 2010. Computer Software Vertical is its biggest customer base.
Reviews
"Freshworks products are the perfect complement to our back-office management tools. We’ve been relying on Freshworks tools for more than 3 years to provide integrated mission-critical solutions to AUTO1 Group’s customer and dealer service department...s, as well as internally. In addition to outstanding products, Freshworks also offers excellent service and high level customer-success support, which makes them our Tier-1 solution for smart and efficient customer engagement cloud solution " - Niv Liran
Cuspera Reviews
23 buyers and buying teams have used Cuspera to assess how well freshdesk solved their Help Desk needs. Cuspera uses 29147 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.
Business Priorities
Enhance Customer Relationships and Acquire Customers are the most popular business priorities peers achieved using freshdesk.
Use Cases
Peers recommend Helpdesk Management , Knowledge Management , Engagement Management , as the business use cases that they have been most satisfied while using freshdesk.
Read Peer Reviews and Expert Experience for Business Use Cases
| BUSINESS USE CASES | RATINGS | CUSTOMER AND EXPERT EXPERIENCES |
|---|---|---|
| Helpdesk Management |
4.55/5 ★ |
"...Freshdesk is a tool we use to allow clients to submit help desk tickets to our business...." Peer review by Megan De Salvo, Marketing Director, Tigard Chamber of Commerce |
| Knowledge Management with User Generated Content and Blogs |
4.43/5 ★ |
"...We use Freshdesk for customer support, live chat and our FAQ page via their knowledge base...." Peer review by Mike M |
| creating knowledge base |
4.82/5 ★ |
"...Creating a Knowledge Base has been so easy to do...." Peer review by Ahmed F, Business Development, Computer Software |
| sharing knowledge |
4.87/5 ★ |
"...Customer service, Share knowledge between employees (KB article), centralize info, etc......" Peer review by Administrator |
| Engagement Management |
4.86/5 ★ |
"...The chat feature is a great way to interact with our customers...." Peer review by Jude R |
| engaging and following up |
4.83/5 ★ |
"...It can help with email routing and response follow up...." Peer review by Michael G |
| PEER EXPERIENCES | |
|---|---|
| Helpdesk Management |
4.55/5 ★ |
"...Freshdesk is a tool we use to allow clients to submit help desk tickets to our business...." Peer review by Megan De Salvo, Marketing Director, Tigard Chamber of Commerce |
|
| Knowledge Management with User Generated Content and Blogs |
4.43/5 ★ |
"...We use Freshdesk for customer support, live chat and our FAQ page via their knowledge base...." Peer review by Mike M |
|
| creating knowledge base |
4.43/5 ★ |
| sharing knowledge |
4.43/5 ★ |
| Engagement Management |
4.86/5 ★ |
"...The chat feature is a great way to interact with our customers...." Peer review by Jude R |
|
| engaging and following up |
4.86/5 ★ |
70+ more Business Use Cases
Our AI advisor, Wyz, harnessed 29147 insights from peers and experts to help you assess how these freshdesk use cases fit your Help Desk needs.
Customer Testimonials
| CUSTOMERS | TESTIMONIALS |
|---|---|
|
Freshworks products are the perfect complement to our back-office management tools. We’ve been relying on Freshworks tools for more than 3 years to provide integrated mission-critical solutions to AUTO1 Group’s customer and dealer service departments, as well as internally. In addition to outstandi...ng products, Freshworks also offers excellent service and high level customer-success support, which makes them our Tier-1 solution for smart and efficient customer engagement cloud solution |
|
Our support agents were over the moon when they laid their hands on Freshdesk. They were glad that they finally had a system in place which could govern their performance and ensure they weren’t missing out on SLA deadlines. The automations and collaboration features made our internal helpdesk oper...ations much more digital and reduced manual work to a large extent. We no longer had to frantically make phone calls, or run downstairs to get help from the engineering team. |
|
As a company, we are focused on continuously improving our student experience. Freshdesk has formed an integral part of this strategy, providing us with the tools we needed to effectively measure and assess service delivery. In less than a year, we have managed to significantly increase responsiven...ess, actively monitor student satisfaction and our staff are re-energized by their own improved productivity. |
| CUSTOMERS | TESTIMONIALS |
|---|---|
|
Niv Liran Chief Product Officer AUTO1 Group |
Freshworks products are the perfect complement to our back-office management tools. We’ve been relying on Freshworks tools for more than 3 years to provide integrated mission-critical solutions to AUTO1 Group’s customer and dealer service departments, as well as internally. In addition to outstandi...ng products, Freshworks also offers excellent service and high level customer-success support, which makes them our Tier-1 solution for smart and efficient customer engagement cloud solution |
|
Mostafa AbdElKader Manager of Customer Service and Business Operations CEQUENS |
Our support agents were over the moon when they laid their hands on Freshdesk. They were glad that they finally had a system in place which could govern their performance and ensure they weren’t missing out on SLA deadlines. The automations and collaboration features made our internal helpdesk oper...ations much more digital and reduced manual work to a large extent. We no longer had to frantically make phone calls, or run downstairs to get help from the engineering team. |
|
Karina Coetzee Business Process Manager The South African College of Applied Psychology (SACAP) |
As a company, we are focused on continuously improving our student experience. Freshdesk has formed an integral part of this strategy, providing us with the tools we needed to effectively measure and assess service delivery. In less than a year, we have managed to significantly increase responsiven...ess, actively monitor student satisfaction and our staff are re-energized by their own improved productivity. |
Case Studies
| COMPANY | CASE STUDIES |
|---|---|
|
|
Case Study SmartBuyGlassesRead More |
|
Case Study DebtBustersRead More |
|
Case Study DexionRead More |
Frequently Asked Questions(FAQ)
for freshdesk
What is freshdesk?
What is freshdesk used for?
What are the top features of freshdesk?
Who uses freshdesk?
What are freshdesk alternatives?
Where is freshdesk located?
Popular Business Setting
for freshdesk
Top Industries
- Computer Software
- Information Technology and Services
- Education
Popular in
- Small Business
- Mid Market
- Enterprise
Peers used freshdesk to Enhance customer relationships and Acquire customers
freshdesk Alternatives
Peer and Expert Opinion on Features
for freshdesk
- Low
- Medium
- High
| FEATURES | RATINGS AND REVIEWS |
|---|---|
| Ticketing | Read Reviews (5146) |
| Dashboard | Read Reviews (412) |
| Personalization | Read Reviews (364) |
| Alerts: popups & Notifications | Read Reviews (315) |
| Recording | Read Reviews (145) |
| FEATURES | RATINGS AND REVIEWS |
|---|---|
| Ticketing | Read Reviews (5146) |
| Dashboard | Read Reviews (412) |
| Personalization | Read Reviews (364) |
| Alerts: popups & Notifications | Read Reviews (315) |
| Recording | Read Reviews (145) |
IT and Other Capabilities
for freshdesk
- Low
- Medium
- High
| CAPABILITIES (DATA) | RATINGS AND REVIEWS |
|---|---|
| Data Export | Read Reviews (1044) |
| Data Import | Read Reviews (2211) |
| CAPABILITIES (DATA) | RATINGS AND REVIEWS |
|---|---|
| Data Export | Read Reviews (1044) |
| Data Import | Read Reviews (2211) |
| CAPABILITIES (SUPPORT) | RATINGS AND REVIEWS |
|---|---|
| Email Support | Read Reviews (734) |
| Chat Support | Read Reviews (776) |
| Phone Support | Read Reviews (602) |
| 24/7 Support | Read Reviews (8207) |
| CAPABILITIES (SUPPORT) | RATINGS AND REVIEWS |
|---|---|
| Email Support | Read Reviews (734) |
| Chat Support | Read Reviews (776) |
| Phone Support | Read Reviews (602) |
| 24/7 Support | Read Reviews (8207) |
| CAPABILITIES (OTHER) | RATINGS AND REVIEWS |
|---|---|
| AI Powered | Read Reviews (43) |
| Analytics | Read Reviews (343) |
| Custom Reports | Read Reviews (2521) |
| CAPABILITIES (OTHER) | RATINGS AND REVIEWS |
|---|---|
| AI Powered | Read Reviews (43) |
| Analytics | Read Reviews (343) |
| Custom Reports | Read Reviews (2521) |
Software Failure Risk Guidance
?for freshdesk
Overall Risk Meter
Top Failure Risks for freshdesk
Vendor Profile Details
HQ Location
2950 S. Delaware Street, Suite 201, San Mateo CA 94403
Employees
1001-5000
Social
Financials
SERIES H
Get a personalised risk report for freshdesk
See Sample Risk ReportTell us more about yourself so that we can personalise incidents for your location, industry etc.
Connect to vendor request
freshdesk may get in touch with you regarding your request.
Request Custom Quote
Freshworks will get in touch with you regarding your request.