| Product | Rating | Most Used By | Product Summary | Starting Price |
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 Freshdesk | Score8.7 out of 10 | N/A | Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,… | $0 Up to 2 agents |
 Freshservice | Score8.8 out of 10 | N/A | Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide. | $29 per month per agent |
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| Considered Both Products | Chose Freshdesk Freshdesk stacks up against Zoho Desk, Zendesk Support Suite, and Freshservice in terms of accurate time tracking, pricing, ease of use, and app integration. Zoho Desk does not support real-time tracking and is not very user-friendly, though it works well with knowledge base … Invited by TrustRadius (TR) on Vendor's Behalf A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Freshdesk Our Sharepoint solution was a home grown solution to track issues that never really worked. Everything we needed we had to build from scratch. It also didn't lend well to expanding into other departments. When I tried Freshservice, I liked it quite well - but it was just a … Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Freshdesk Spiceworks was too much work to get off the road and didn't offer much on the user's side. Freshservice is a lot more focused on IT work and I'd recommend starting with it. Desk.com is great for a whole organization, but rules frequently break with a mixed bag of how useful the … Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Freshdesk Freshworks host a suite of products all on their Freshworks NEO platform. Invited by TrustRadius (TR) on Vendor's Behalf A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info Chose Freshdesk Freshdesk is a cost-effective and seamless GUI-based interface with all along functionalities. Invited by TrustRadius (TR) on Vendor's Behalf A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info Chose Freshdesk Freshdesk has significantly more features that work at an improved rate compared to the competitor. "Round robin" ticket automation, scenario execution, canned responses, etc are all features we use daily and things that Zendesk did not have (or you would need a 3rd party app … Invited by TrustRadius (TR) on Vendor's Behalf A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Freshdesk The most important is the pricing. Freshdesk/Freshworks all the solution and base price is available on the internet, which is easier for us to make fast decisions rather than waiting for other sales reps to get back to us. The graphic user interface is easy to see and use. Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info | Chose Freshservice Incentivized Invited by TrustRadius (TR) on Vendor's Behalf A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Freshservice Incentivized Invited by the Vendor A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Freshservice As we moved to an ITIL framework this just made sense to transfer across as migration was very simple and completed on our behalf. Also alot of the customisation we had came across which really helped. Invited by TrustRadius (TR) on Vendor's Behalf A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Freshservice Freshservice to us was a clear winner, for its simple GUI, simple setup and configuration and support, pre and post go live. Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Freshservice We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. … Invited by the Vendor A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Freshservice The feature sets, intuitive nature, and hosted options were all attractive to us as we looked for a ITIL- centric solution. The interface, and ability to be up-and-running in a very short amount of time drove us to invest in Freshservice. Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info |
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| Would buy again | ||
93% Would buy again 189 Answers | 99% Would buy again 148 Answers | |
| Delivers good value for the price | ||
98% Delivers good value for the price 185 Answers | 99% Delivers good value for the price 141 Answers | |
| Happy with the feature set | ||
93% Happy with the feature set 190 Answers | 99% Happy with the feature set 148 Answers | |
| Lived up to sales and marketing promises | ||
95% Lived up to sales and marketing promises 135 Answers | 97% Lived up to sales and marketing promises 113 Answers | |
| Implementation went as expected | ||
93% Implementation went as expected 158 Answers | 93% Implementation went as expected 117 Answers | |
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| Small Businesses |  Help Scout Score7.9 out of 10 |  Agiloft Service Desk (discontinued) Score9 out of 10 |
| Medium-sized Companies |  LiveAgent Score9.7 out of 10 |  ManageEngine ServiceDesk Plus Score9.2 out of 10 |
| Enterprises |  Front Score7.1 out of 10 |  Ivanti Neurons for ITSM Score4.5 out of 10 |
| All Alternatives | View all alternatives | View all alternatives |
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| Likelihood to Recommend | 8.7 | 8.5 |
| Likelihood to Renew | 8.0 | 8.7 |
| Usability | 8.0 | 9.5 |
| Availability | 4.6 | 9.0 |
| Performance | 5.5 | 7.8 |
| Support Rating | 7.6 | 8.3 |
| In-Person Training | 8.2 | 7.3 |
| Online Training | 8.1 | 7.2 |
| Implementation Rating | 8.6 | 9.1 |
| Configurability | 5.4 | 7.9 |
| Contract Terms and Pricing Model | 6.4 | 7.8 |
| Ease of integration | 7.7 | 6.4 |
| Product Scalability | 5.5 | 8.1 |
| Professional Services | 6.4 | 8.6 |
| Vendor post-sale | 6.8 | 8.3 |
| Vendor pre-sale | 6.9 | 7.0 |
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