Overview
ProductRatingMost Used ByProduct SummaryStarting Price
4me.com
Score 10.0 out of 10
Mid-Size Companies (51-1,000 employees)
Next-Generation Enterprise Service Management Built for the world’s most demanding enterprises. 4me® combines ITSM with ESM and SIAM capabilities making it possible for all internal departments, such as IT, HR and Facilities, to work seamlessly with each other, as well as with external managed service providers. The vendor describes…
$0
per user per month
Freshdesk
Score 8.6 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 10 agents per user
Pricing
4me.comFreshdesk
Editions & Modules
4me.com Freemium
$0
per user per month
4me Premium
on Request
per month per user
Free
$0
Up to 10 agents
Growth
$15
per month per agent
Pro
$49
per month per agent
Enterprise
$69
per month per agent
Offerings
Pricing Offerings
4me.comFreshdesk
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
4me.comFreshdesk
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
4me.comFreshdesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
4me.com
8.7
1 Ratings
7% above category average
Freshdesk
8.4
145 Ratings
6% above category average
Organize and prioritize service tickets10.01 Ratings8.7141 Ratings
Expert directory9.01 Ratings8.195 Ratings
Service restoration6.01 Ratings00 Ratings
Self-service tools10.01 Ratings00 Ratings
Subscription-based notifications9.01 Ratings8.43 Ratings
ITSM collaboration and documentation10.01 Ratings7.64 Ratings
ITSM reports and dashboards7.01 Ratings00 Ratings
Ticket creation and submission00 Ratings8.8142 Ratings
Ticket response00 Ratings8.7142 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
4me.com
8.3
1 Ratings
1% above category average
Freshdesk
-
Ratings
Configuration mangement8.01 Ratings00 Ratings
Asset management dashboard10.01 Ratings00 Ratings
Policy and contract enforcement7.01 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
4me.com
10.0
1 Ratings
18% above category average
Freshdesk
-
Ratings
Change requests repository10.01 Ratings00 Ratings
Change calendar10.01 Ratings00 Ratings
Service-level management10.01 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
4me.com
-
Ratings
Freshdesk
8.3
130 Ratings
7% above category average
External knowledge base00 Ratings8.4116 Ratings
Internal knowledge base00 Ratings8.3120 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
4me.com
-
Ratings
Freshdesk
8.3
138 Ratings
8% above category average
Customer portal00 Ratings8.1116 Ratings
IVR00 Ratings8.143 Ratings
Social integration00 Ratings8.572 Ratings
Email support00 Ratings8.7138 Ratings
Help Desk CRM integration00 Ratings8.284 Ratings
Best Alternatives
4me.comFreshdesk
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
4me.comFreshdesk
Likelihood to Recommend
10.0
(1 ratings)
8.7
(212 ratings)
Likelihood to Renew
-
(0 ratings)
9.8
(14 ratings)
Usability
10.0
(1 ratings)
8.9
(35 ratings)
Availability
-
(0 ratings)
9.1
(4 ratings)
Performance
-
(0 ratings)
8.5
(4 ratings)
Support Rating
-
(0 ratings)
8.6
(33 ratings)
In-Person Training
-
(0 ratings)
8.2
(1 ratings)
Online Training
-
(0 ratings)
7.9
(2 ratings)
Implementation Rating
-
(0 ratings)
8.4
(142 ratings)
Configurability
-
(0 ratings)
8.5
(3 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
9.1
(3 ratings)
Ease of integration
-
(0 ratings)
8.8
(2 ratings)
Product Scalability
-
(0 ratings)
9.1
(4 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(2 ratings)
Vendor pre-sale
-
(0 ratings)
7.8
(2 ratings)
User Testimonials
4me.comFreshdesk
Likelihood to Recommend
4me.com
Great visibility of asset assignment to user but not so good if you track also assignment of user rights through CI for users. It would be nice if you can group types of assets/configuration items to user not to show everything mixed up. There is great options to adopt product to your particular needs, there are options for adding some special fields in process automation to help to have tailored process from enduser fill in forms to complex workflow which utilises various specialists
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Freshworks Inc
Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user
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Pros
4me.com
  • IT processes automation
  • Responsive GUI
  • Weekly updates which pinpoint some difficulties in daily usage
Read full review
Freshworks Inc
  • 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.
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Cons
4me.com
  • It is easy to do first deployment in wrong direction - maybe there should be better guidance how to setup services/service instances to properly work at the end.
  • Reporting is based on predefined templates - to get most of them you have to properly implement services in IT - it is not an easy process
  • Integration with O365 for out of office would be helpfull
Read full review
Freshworks Inc
  • Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
  • The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
  • Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).
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Likelihood to Renew
4me.com
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
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Usability
4me.com
Tool has built-in automation module which helps to more precisely define user requests or workflow condition. This from one hand gives end-user easy and understandable forms to fill in, and from other had it ensure all needed information has been fulfilled for further steps in workflow. Once you follow service principle which is base for that tool it will help you to track in detail your business and your partners
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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!
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Reliability and Availability
4me.com
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.
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Performance
4me.com
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.
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Support Rating
4me.com
No answers on this topic
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.
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In-Person Training
4me.com
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.
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Online Training
4me.com
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.
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Implementation Rating
4me.com
No answers on this topic
Freshworks Inc
Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value"
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Alternatives Considered
4me.com
No answers on this topic
Freshworks Inc
FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.
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Contract Terms and Pricing Model
4me.com
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.
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Scalability
4me.com
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.
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Return on Investment
4me.com
  • As we are finance institution we are strictly regulated so this product helps us in many fields to satisfy regulatory requests through easy workflow management setup.
  • Product is easy to implement, easy to adopt so we use it in different segments of business (central purchase department, security office, IT department) for tracking and standardising various processes in each niche.
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Freshworks Inc
  • Freshdesk is certainly better than nothing, or a simple shared inbox
  • Freshdesk is frustrating to incorporate social media with
  • Freshdesk excels at ticket management
  • Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs.
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ScreenShots

4me.com Screenshots

Screenshot of Portfolio ManagementScreenshot of Change Calendar showing possible conflicts of changesScreenshot of Customer SLA Reports: after defining a SLA the report is automatically thereScreenshot of Waterline Portfolio Management analysisScreenshot of Agile Project ManagementScreenshot of Enterprise Resource planning with 4me