FRESHDESK
Freshdesk, a product of Freshworks Inc., is a cloud-based customer support and help desk software platform that helps businesses manage customer inquiries across email, phone, chat, social media, and self-service channels. It offers ticketing, automation, knowledge base, and reporting capabilities for customer service teams in SMB and mid-market organizations on a subscription basis. The company generates revenue through tiered SaaS licensing and add-on modules for advanced support, omnichannel engagement, and integrations.
- Customer Support & Help Desk
- Contact Center Software
- Conversational AI & Chatbots
- Revenue
- $650.0M
- Employees
- 6,000
- Founded
- 2010
- Headquarters
- San Mateo, United States of America
What 54 Arbolus experts think of FRESHDESK
NPS scores are strong, with most experts rating Freshdesk between 7 and 10 and only a few indicating lower satisfaction. Renewal intent trends positive among high spenders and mature deployments, though some caution emerges with feature needs and pricing. The majority of customers are in the live, post-implementation stage, reflecting robust stickiness. Key feedback themes cite solid ticketing, automation, and support efficiency, balanced by concerns over advanced customization, reporting, and integration as organizations scale.Overall Customer Sentiment: Positive
Who reviewed FRESHDESK
- C-Suite 63% (34)
- Director 28% (15)
- Manager 9% (5)
Employer names and spend open in the full report, along with the other 51 customers.
Everything 54 customers told us about FRESHDESK.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
20 Net Promoter Score, from 54 scored reviews- Promoters 22
- Passives 21
- Detractors 11
Cumulative NPS by month
+1 over 6 months- May 7
- Jun 7
- Jul 7
- Aug 7
- Sep 8
- Oct 8
Net Promoter Score across 8 reviews, accumulated up to each month. Category median 28 across 8 companies.
Praised
- Effective Support Automation and Self-Service
- Strong Ticketing and SLA Automation
- Ease of Use and Rapid Team Onboarding
- Automation and Analytics Enhancement
Criticised
- Basic Reporting for Complex Needs
- Feature Gating and Add-On Costs
- Advanced Workflows Need Extra Setup
- Scalability and Integration Complexity
What customers say
Renewal intent
Plan to renew 66%Plan to renew, by seniority
- 67% 18 answers
- 56% 9 answers
- 50% 2 answers
- 100% 3 answers
- 8.5/10 Average score from customers who will renew
- 6.9/10 Average score from undecided customers
- 2/10 Average score from customers not renewing
Top alternatives
Most weighed by FRESHDESK customers
Report
More in Workplace & Productivity and Customer Support
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