Freshdesk Reviews & Product Details

Freshdesk helps agents by providing the right knowledge and reduce the ticket volume that their helpdesk receives. The company allows agets to leverage their answer bots to improve their your support. The solutions allows agents to handle translations to multiple languages from a single place and deliver consistent upgrades so that the customer self-help service functiions smoothly. It also allows users to modify their knowledge base page so that it replicates the brand message. Freshdesk’s omnichannel helpdesk, allows agents to respond to emails, address customer calls and chat with customers right within Freshdesk. Freshdesk’s multichannel helpdesk, allows access past conversations with any customer on any channel from a unified, single customer database.

USP : Freshdesk Self-Service allows users to leverage past conversations to find answers on any topic without even involving the support teams. Freshdesk Knowledge Base offers solutions in video, images or attached files format to help customers more efficiently. It also allows agents to create answers in multiple languages and keep the transaltions up to date. Freshdesk Widget has the ability to understand customer sentiments and it proactively reaches out to them and offers help. Furthermore, Freshdesk has developed Community Forums where customers can ask questions, post tips and resolve each other's queries on any topic.

BUYERS
VENDORS
EXPERTS
2.7
ANALYSTS
 

FRESHDESK detailed analysis

Product Maturity
Company Maturity
Most IMPORTANT
0.0
0.0
0.0
Support Services
1.35
4.05
2.35
Product Features and Functionality
3.70
4.65
3.10
Delivery
3.00
4.30
4.30
Breadth and Depth of Product Offerings
1.75
4.25
3.65
LEAST IMPORTANT LESS IMPORTANT

PARTICIPATING QUADRANTS

FRESHDESK has chosen it’s strengths in these 3 territories
  • Niche Quadrant

    All-Asia-Pacific

    20 Participants

  • Niche Quadrant

    All-North America

    20 Participants

  • Niche Quadrant

    All-Europe

    20 Participants

STRENGTHS
  • Product Maturity / Delivery
    Delivery - Direct
  • Product Maturity / Deployment Mode
    On-Premise
  • Product Maturity / Services Offered
    Integration & Deployment
  • Product Maturity / Services Offered
    Support & Maintenance
  • Product Maturity / Preferred support services delivery
    Remote Support
  • Product Maturity / Preffered Delivery
    Subscription / Licensing
  • Product Maturity / Delivery
    Delivery - Through Partners / Third-Party Vendors
  • Product Maturity / Software Offered
    E-mail Management
  • Product Maturity / Software Offered
    Interactive Voice Response & Interactive Text Response
  • Product Maturity / Software Offered
    Mobile Self-Service
  • Product Maturity / Software Offered
    Social Media and Community Self-Service
  • Product Maturity / Software Offered
    Web Self-Service
  • Product Maturity / Features Offered
    APIs for developing Self-Service Apps
  • Product Maturity / Features Offered
    Automated Ticketing
  • Product Maturity / Features Offered
    Co-browsing
  • Product Maturity / Features Offered
    Community Platforms
  • Product Maturity / Features Offered
    FAQ Web Pages
  • Product Maturity / Features Offered
    Helpdesk Automation
  • Product Maturity / Features Offered
    Hybrid Chats & Instant Answers
  • Product Maturity / Features Offered
    Knowledgebases
WEAKNESSES

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TOP FEATURES
  • Product Features and Functionality
    Features Offered
  • Preferred support services delivery
    Remote Support
  • Software Offered
    Interactive Voice Response & Interactive Tex..
  • Features Offered
    Automated Ticketing
  • Features Offered
    Helpdesk Automation
  • Software Offered
    Social Media and Community Self-Service
  • Features Offered
    Widgets
  • Features Offered
    Knowledgebases
  • Features Offered
    FAQ Web Pages
  • Delivery
    Delivery - Direct

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