What users are saying about
62 Ratings
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Top Rated
336 Ratings
62 Ratings
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Score 7.7 out of 100

Freshdesk

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Top Rated
336 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Feature Set Ratings

    Sales Force Automation

    9.4

    1CRM

    94%

    Freshdesk

    Feature Set Not Supported
    N/A
    1CRM ranks higher in 9/9 features

    Customer data management / contact management

    9.7
    97%
    5 Ratings
    N/A
    0 Ratings

    Workflow management

    9.6
    96%
    5 Ratings
    N/A
    0 Ratings

    Territory management

    9.4
    94%
    5 Ratings
    N/A
    0 Ratings

    Opportunity management

    9.7
    97%
    5 Ratings
    N/A
    0 Ratings

    Integration with email client (e.g., Outlook or Gmail)

    8.7
    87%
    5 Ratings
    N/A
    0 Ratings

    Contract management

    8.9
    89%
    5 Ratings
    N/A
    0 Ratings

    Quote & order management

    9.7
    97%
    5 Ratings
    N/A
    0 Ratings

    Interaction tracking

    9.7
    97%
    5 Ratings
    N/A
    0 Ratings

    Channel / partner relationship management

    9.2
    92%
    5 Ratings
    N/A
    0 Ratings

    Customer Service & Support

    9.6

    1CRM

    96%

    Freshdesk

    Feature Set Not Supported
    N/A
    1CRM ranks higher in 3/3 features

    Case management

    9.6
    96%
    5 Ratings
    N/A
    0 Ratings

    Call center management

    10.0
    100%
    5 Ratings
    N/A
    0 Ratings

    Help desk management

    9.3
    93%
    4 Ratings
    N/A
    0 Ratings

    Marketing Automation

    8.3

    1CRM

    83%

    Freshdesk

    Feature Set Not Supported
    N/A
    1CRM ranks higher in 2/2 features

    Lead management

    8.4
    84%
    5 Ratings
    N/A
    0 Ratings

    Email marketing

    8.1
    81%
    5 Ratings
    N/A
    0 Ratings

    CRM Project Management

    9.0

    1CRM

    90%

    Freshdesk

    Feature Set Not Supported
    N/A
    1CRM ranks higher in 3/3 features

    Task management

    9.0
    90%
    5 Ratings
    N/A
    0 Ratings

    Billing and invoicing management

    8.7
    87%
    5 Ratings
    N/A
    0 Ratings

    Reporting

    9.2
    92%
    5 Ratings
    N/A
    0 Ratings

    CRM Reporting & Analytics

    9.0

    1CRM

    90%

    Freshdesk

    Feature Set Not Supported
    N/A
    1CRM ranks higher in 3/3 features

    Forecasting

    8.7
    87%
    5 Ratings
    N/A
    0 Ratings

    Pipeline visualization

    9.2
    92%
    5 Ratings
    N/A
    0 Ratings

    Customizable reports

    9.0
    90%
    5 Ratings
    N/A
    0 Ratings

    Customization

    8.8

    1CRM

    88%

    Freshdesk

    Feature Set Not Supported
    N/A
    1CRM ranks higher in 4/4 features

    Custom fields

    8.9
    89%
    5 Ratings
    N/A
    0 Ratings

    Custom objects

    9.2
    92%
    4 Ratings
    N/A
    0 Ratings

    Scripting environment

    8.6
    86%
    4 Ratings
    N/A
    0 Ratings

    API for custom integration

    8.6
    86%
    4 Ratings
    N/A
    0 Ratings

    Security

    9.1

    1CRM

    91%

    Freshdesk

    Feature Set Not Supported
    N/A
    1CRM ranks higher in 2/2 features

    Single sign-on capability

    9.0
    90%
    5 Ratings
    N/A
    0 Ratings

    Role-based user permissions

    9.2
    92%
    5 Ratings
    N/A
    0 Ratings

    Social CRM

    9.0

    1CRM

    90%

    Freshdesk

    Feature Set Not Supported
    N/A
    1CRM ranks higher in 2/2 features

    Social data

    8.9
    89%
    4 Ratings
    N/A
    0 Ratings

    Social engagement

    9.1
    91%
    4 Ratings
    N/A
    0 Ratings

    Integrations with 3rd-party Software

    8.3

    1CRM

    83%

    Freshdesk

    Feature Set Not Supported
    N/A
    1CRM ranks higher in 2/2 features

    Marketing automation

    8.2
    82%
    4 Ratings
    N/A
    0 Ratings

    Compensation management

    8.4
    84%
    4 Ratings
    N/A
    0 Ratings

    Platform

    7.6

    1CRM

    76%

    Freshdesk

    Feature Set Not Supported
    N/A
    1CRM ranks higher in 1/1 features

    Mobile access

    7.6
    76%
    4 Ratings
    N/A
    0 Ratings

    Incident and problem management

    1CRM

    Feature Set Not Supported
    N/A
    8.5

    Freshdesk

    85%
    Freshdesk ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.8
    88%
    56 Ratings

    Expert directory

    N/A
    0 Ratings
    7.9
    79%
    39 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.4
    84%
    3 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.6
    76%
    4 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    9.2
    92%
    57 Ratings

    Ticket response

    N/A
    0 Ratings
    9.1
    91%
    57 Ratings

    Self Help Community

    1CRM

    Feature Set Not Supported
    N/A
    8.2

    Freshdesk

    82%
    Freshdesk ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.9
    79%
    48 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    8.6
    86%
    49 Ratings

    Multi-Channel Help

    1CRM

    Feature Set Not Supported
    N/A
    8.5

    Freshdesk

    85%
    Freshdesk ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.6
    86%
    48 Ratings

    IVR

    N/A
    0 Ratings
    8.6
    86%
    20 Ratings

    Social integration

    N/A
    0 Ratings
    8.2
    82%
    33 Ratings

    Email support

    N/A
    0 Ratings
    9.1
    91%
    56 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.8
    78%
    35 Ratings

    Attribute Ratings

    • 1CRM is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    9.7

    1CRM

    97%
    5 Ratings
    8.5

    Freshdesk

    85%
    127 Ratings

    Likelihood to Renew

    1CRM

    N/A
    0 Ratings
    7.5

    Freshdesk

    75%
    8 Ratings

    Usability

    9.7

    1CRM

    97%
    4 Ratings
    8.6

    Freshdesk

    86%
    29 Ratings

    Availability

    1CRM

    N/A
    0 Ratings
    9.2

    Freshdesk

    92%
    2 Ratings

    Performance

    1CRM

    N/A
    0 Ratings
    7.3

    Freshdesk

    73%
    2 Ratings

    Support Rating

    9.7

    1CRM

    97%
    4 Ratings
    8.7

    Freshdesk

    87%
    32 Ratings

    In-Person Training

    1CRM

    N/A
    0 Ratings
    8.2

    Freshdesk

    82%
    1 Rating

    Online Training

    1CRM

    N/A
    0 Ratings
    7.3

    Freshdesk

    73%
    1 Rating

    Implementation Rating

    1CRM

    N/A
    0 Ratings
    8.9

    Freshdesk

    89%
    56 Ratings

    Configurability

    1CRM

    N/A
    0 Ratings
    9.2

    Freshdesk

    92%
    2 Ratings

    Contract Terms and Pricing Model

    1CRM

    N/A
    0 Ratings
    9.2

    Freshdesk

    92%
    2 Ratings

    Ease of integration

    1CRM

    N/A
    0 Ratings
    8.2

    Freshdesk

    82%
    1 Rating

    Product Scalability

    1CRM

    N/A
    0 Ratings
    9.2

    Freshdesk

    92%
    2 Ratings

    Vendor post-sale

    1CRM

    N/A
    0 Ratings
    8.2

    Freshdesk

    82%
    1 Rating

    Vendor pre-sale

    1CRM

    N/A
    0 Ratings
    7.3

    Freshdesk

    73%
    1 Rating

    Likelihood to Recommend

    1CRM Corp.

    While using 1CRM, I would be able to get the knowledge of customers preference, like how they would like to purchase the products. I'm able to build a good relationship with them. Even if I don't come to know about the contact information of customers, 1CRM ease to recall the full details of the customers.
    Read full review

    Freshworks Inc

    Ease of learning and use by the employee and the method of presentation, but in the last update, we found that messages were not sent, and the solution was to reload the page to be sent, and this happens many times a day.
    Read full review

    Pros

    1CRM Corp.

    • Sales management.
    • Marketing management.
    Read full review

    Freshworks Inc

    • The web interface is very nice.
    • We have the options to configure everything as it best suits us.
    • Having a mobile app in addition to the browser version can be very helpful at times.
    • Even though we are on the free plan, we've had to contact support a few times and they have been absolutely great - extremely helpful and prompt.
    Read full review

    Cons

    1CRM Corp.

    • It should also have voice commands.
    • UX needs to be more interactive.
    • Rest is great.
    Read full review

    Freshworks Inc

    • One of the things that persuaded me to choose Freshdesk was the inclusion of a user type called "Ticket Collaborator." This user type allows managers and members of other teams to read tickets and leave private comments without having to use up a paid seat. However, collaborators must be added manually to each ticket for visibility, even if they have permission to see all tickets. It would be much more useful if there could be a "Ticket Collaborator" user type that has access to all tickets automatically, without the need to be manually added to each and every ticket.
    • Ticket fields cannot be configured with default settings, specifically text boxes. To aid customers in providing an appropriate level of information, we wanted to add a template for them to use. However, this functionality is not provided by default, and we were only able to do this via scripting, kindly provided by Freshdesk's Support team. Other ticketing systems have the ability to set a default value or template text for ticket fields as standard, and adding this feature would make Freshdesk even more awesome.
    • The Jira plug-in is pretty decent, but there are some improvements that could be made. First of all, it would be good if syncing used some kind of default administrator account such that comments synced from Jira to Freshdesk appeared from "Freshdesk Admin" instead of the Freshdesk administrator who set up the account. Secondly, when the plug-in creates a Jira ticket, the text of the description in Jira often appears different from that of the original Freshdesk ticket description and has to be manually formatted to make it readable (bullet points and line breaks specifically). These are minor points but would help to make the plug-in more robust and make for a better user experience overall.
    • Reporting functionality does not have any way of visualizing cumulative totals. So while it is possible to generate reports on incoming ticket number that is filtered by week/month/quarter/year, there is no simple way of seeing a cumulative total over time to see trends better.
    • There is no simple way to manage attached files. If you want to see attached files in a ticket, then you have to go through every single response with an attached file and then manually download the files one by one. Yes, there is a paid extension that helps with this, but this kind of functionality should be built into the product itself.
    Read full review

    Pricing Details

    1CRM

    Starting Price

    $0

    Editions & Modules

    1CRM editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Freshdesk

      Starting Price

      $0 Up to 10 agents per user

      Editions & Modules

      Freshdesk editions and modules pricing
      EditionModules
      Pro$491
      Free$02
      Growth$153
      Enterprise$694

      Footnotes

      1. per month per agent
      2. Up to 10 agents
      3. per month per agent
      4. per month per agent

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Pricing Info

      Likelihood to Renew

      1CRM Corp.

      No answers on this topic

      Freshworks Inc

      We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
      Read full review

      Usability

      1CRM Corp.

      1CRM is wonderful and has helped my company grow and be prosperous. I highly recommend it!
      Read full review

      Freshworks Inc

      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!
      Read full review

      Reliability and Availability

      1CRM Corp.

      No answers on this topic

      Freshworks Inc

      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.
      Read full review

      Performance

      1CRM Corp.

      No answers on this topic

      Freshworks Inc

      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.
      Read full review

      Support Rating

      1CRM Corp.

      I've had some questions and difficulty especially in data reporting and lead tracking but was solved very efficiently.
      Read full review

      Freshworks Inc

      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.
      Read full review

      In-Person Training

      1CRM Corp.

      No answers on this topic

      Freshworks Inc

      In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
      Read full review

      Online Training

      1CRM Corp.

      No answers on this topic

      Freshworks Inc

      This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
      Read full review

      Implementation Rating

      1CRM Corp.

      No answers on this topic

      Freshworks Inc

      For the three years of using and implementing Freshdesk in the company, it has progressed massively. I can still remember that the features it had before are nothing compared to now. It has a lot of app integration which makes system communications effective and easier. Everything in the business now complements Freshdesk. The processes and workflows we have is the best fit with Freshdesk.
      Read full review

      Alternatives Considered

      1CRM Corp.

      While comparing 1crm with ClickUp, I'm able to take 5 screenshots in 1crm whereas in ClickUp i'm able to take only 4 screenshots .
      Read full review

      Freshworks Inc

      Freshdesk offers a free trial of 21 days and the onboarding is a very smooth process. It is comparatively cheaper than its competitors and the UX is far more simple than the other products in the market. Also, the customer support that we get post the purchase is brilliant and the available in-app integrations prove to be very efficient and helpful.
      Read full review

      Contract Terms and Pricing Model

      1CRM Corp.

      No answers on this topic

      Freshworks Inc

      The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
      Read full review

      Scalability

      1CRM Corp.

      No answers on this topic

      Freshworks Inc

      The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
      Read full review

      Return on Investment

      1CRM Corp.

      • It has overall increased sales productivity.
      • Has reduced lead time for customer and made the deliveries faster and more efficient.
      Read full review

      Freshworks Inc

      • Customer response time has improved.
      • The ability to see past emails and conversations easily has improved business productivity.
      • The ability to see which staff members are lacking compared to others and therefore has helped us to train them up to expected levels.
      Read full review

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