The Magic Quadrant 2016 for customer service management (Helpdesk) has just been published by Gartner.
Gartner, one of the most prestigious IT research institutes in the world, publishes an annual report ("Magic Quadrant") about software solutions in various fields.
Freshdesk make its entrance in the Magic Quadrant for customer service management in the "Niche players" category. Gartner highlighted the capacity of the Freshdesk solution to enable customer service management with high-performing functionalities such as ticket management, customer portal and knowledge base. These strong points of Freshdesk, as highlighted by Gartner, are especially suitable for companies in the BtoB sector. In addition, Freshdesk is the only application to make its entrance in the Magic Quadrant 2016.
According to Gartner's definition, a "Niche player" is a niche company that offers comprehensive solutions for certain lines of business but still has limitations in certain cases.