Freshdesk vs. Gist

Freshdesk is really good for start-up companies that want to update their current system or buy a new one. It is the best option possible when it comes to having a structure, following up, and making a better strategy because you can always see what your team is doing, and you have some great reports to help you.

Incentivized

Gist is perfect for SaaS I'd say, and perfect for long sales cycles with lots of lead nurturing involved, and for scenarios where you re-market via FB ads, because there's FB custom audience integration built into the workflows. Perfect for customer service and support. Really outstanding there. It's a little less suited to ecom but they're hammering out the finishing touches to make ecom cart recovery easier.

Incentivized

• Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
• Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
• There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.

Incentivized

• Gist provides endless ways of interacting with customers. I can chat and email with them, track their usage on my site, qualify them, add tags and other profile information, and so much more.
• There is even an awesome live view that lets me spy on visitors to see how they're using the site.
• The tools are powerful, easy to use, and constantly getting improvements. It seems like every week there is another update being rolled out that substantially extends the functionality or usability of the features in Gist.

• Data Security.
• SLA Policies where it is not customer / contract driven but agents / groups driven.
• Audit Trail is not available in Pro version makes the tool adoption difficult from compliance perspective.
• Chat Bot and Fresh Chat Services has greater potential to explode, but the pricing model tagged to chat bot sessions .are illogical as it limits the ability to use the fresh chat feature
• Agent Logon Screen use earlier version of Captcha as it is annoying for the agents to login. Very frustrating experience.

Incentivized

• Free plan limits are too low.
• Chatbots should work not only for Gist's native online chat, but also for the other chat-based channels such as Facebook. (instead of having to use another software for that purpose)
• Pricing structure - Support bot should not be an add-on but a core feature.

Incentivized

My company that used Freshdesk was acquired by another company that uses Salesforce, so our only reason to keep Freshdesk would be records, but migrating the tickets, notes, and company details from Freshdesk to Salesforce was straightforward enough. Had the acquisition not occurred, we would have renewed Freshdesk because the cost of switching would've been too great in terms of price, time, and sunk cost (our Freshdesk customizations would not port over well).

Incentivized

Gist is a quite reliable service with a lot of added values. We don't need to pay for different Saas for these important features. If I had an issue the team was super responsive and helpful, that is essential for every business. The email delivery is great, so virtually no email has landed into spam folder

Incentivized

I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!

Incentivized

Gist does pretty much anything you want it to when it comes to managing your contacts. Sometimes I wish it updated faster, but wait a few beats and it gets there. I really love that I can show a colleague how to use the chat messenger and they understand it right away. Very user friendly!

Incentivized

I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.

Incentivized

The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.

Incentivized

The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.

Incentivized

I have communicated with their team multiple times and every time they have been very responsive, knowledgeable, and polite. They work to make sure you are happy and informed of what is going on. Better their team keeps up to date with their app, giving you new features, and keeping you notified and educated about what they are and how to use them. A+

Support Team's knowledge and understood the company's requirement, and always shared the insight of the usage of the tool to it s full potential, moreover the team checks periodically to check if we using the tool right and if we are facing any kind of challenges. Also they would update us on new features that can make the work easy.

Incentivized

Video tutorials, questions answers round before and after testing and Fresh desk team would always share best practices on the needs. Furthermore would periodically check if we are able to work smoothly. Would send alerts to known any issues, send recommendation on new features. Freshdesk team always available when we need certain advise.

Incentivized

Most important, Freshdesk is a user- friendly platform which directly supports interfaces and navigates user to start. Helps to provide multiple and complex documentation and troubleshooting. It provides build templates for different workflows and processes also refuces effort and time to implement and perform corporate tasks and complete the execution.

Incentivized

I use Freshdesk over other similar products I've tested because the price difference and ease of use for the end user seem to me to be the most suitable for achieving a better return on investment within my company. I also found the various AI-powered automation tools to be more optimal and automated, without having to go through long learning curves.

Incentivized

They both seem to have parity with each other with each having their own small advantages. I went with Gist because it was more affordable. Infusionsoft customer for almost 5 years and it seemed I was always working more on getting it to work instead of getting work done. Gist is so intuitive I had it setting up and running the basics in a few hours.

Incentivized

My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.

Incentivized

• Increased response times - Client Success maintains at 98% SLA for resolution
• Categorization of feedback and issues - custom ticket fields make it easier for us to review why clients contact us on a high level
• Standardization of internal procedures via templates, canned responses and automations

Incentivized

• Our ROI has increased significantly because of Gist's chat and app integration into our website. Contact forms are great but a real-time conversation means you can be more effective in meeting your customer's needs.
• The additional features in the recent upgrade mean we can use Gist for more. They have always been effective for email campaigns, but the addition of the knowledge base and more effective workflows means we can automate more. This has saved us from buying more software.