What users are saying about
5 Ratings

Freshdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
105 Ratings
5 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.4 out of 101

Freshdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
105 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.6 out of 101

Add comparison

Likelihood to Recommend

AnswerDash

It is very useful if a customer isn't quite sure what they want, and prefer not to speak to a member of our sales team directly. It is less useful for our experienced knowledgeable customers.
Brooke Schell profile photo

Freshdesk

Freshdesk is great for support ticketing, FAQs, and items that can be easily reviewed, addressed and resolved. It's not ideal for lengthier conversations or long-term projects, as it could get difficult to track multiple conversations or use the SLA notification features since long-term projects will typically have different duration parameters. Though the ability to merge tickets & edit subject lines in Freshdesk is helpful (I wish Gmail would let me merge conversations!).Additionally, I have another client who attempted to use Freshdesk as both a support portal and CRM solution, which didn't work well. It's ideal if all communication runs through Freshdesk, so it can be tracked and monitored. If leads are coming into Freshdesk, and then managed offline, there's a tendency to have a lot of open/unresolved 'tickets' because users don't want to bounce back and forth. However, I believe Freshworks offers a CRM solution, so that would likely be the best way to go for CRM needs (though I've not used it).
Jennifer Hess profile photo

Feature Rating Comparison

Incident and problem management

AnswerDash
Freshdesk
8.7
Organize and prioritize service tickets
AnswerDash
Freshdesk
9.0
Expert directory
AnswerDash
Freshdesk
8.4
Subscription-based notifications
AnswerDash
Freshdesk
8.4
ITSM collaboration and documentation
AnswerDash
Freshdesk
7.6
Ticket creation and submission
AnswerDash
Freshdesk
9.3
Ticket response
AnswerDash
Freshdesk
9.7

Self Help Community

AnswerDash
Freshdesk
8.3
External knowledge base
AnswerDash
Freshdesk
8.7
Internal knowledge base
AnswerDash
Freshdesk
7.9

Multi-Channel Help

AnswerDash
Freshdesk
7.4
Customer portal
AnswerDash
Freshdesk
8.4
IVR
AnswerDash
Freshdesk
3.0
Social integration
AnswerDash
Freshdesk
7.6
Email support
AnswerDash
Freshdesk
9.8
Help Desk CRM integration
AnswerDash
Freshdesk
8.3

Pros

  • Importing our existing frequently asked questions and question and answer pages to the AnswerDash platform is absolutely effortless.
  • The feature within AnswerDash 2 intuitively learns and forecast questions for each individual customer is remarkably accurate.
  • Our customer experience satisfaction is at an all-time high and is contributing to an increase in sales.
Brooke Schell profile photo
  • Great dashboard view for displaying easy to read data.
  • Great tools like "Discussion" which allows me to "chat" with my team about certain tickets.
  • A fun point system which tries to make you want to stay on a positive end so you receive positive feedback from clients.
Eric Weiss profile photo

Cons

  • The price is on the high end. We use a good part of our web growth budget on just AnswerDash.
  • I really have no other complaints. Although expensive, it's worth every penny.
  • We have had 0% negative feedback from our customers regarding AnswerDash.
Brooke Schell profile photo
  • It allows you to add a "Note", but I believe there's must be a discussion box for each ticket for any tickets that may need inputs from multiple people.
  • It should also to add more than one assignee, so that if the ticket needs input from two or more people then everyone will be updated with the progress.
  • I'd like to see a more appealing user interface because customer support people are stressed sometimes, they should see a more lively or bubbly design.
Brent Lionel Mausisa profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Freshdesk10.0
Based on 3 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
Jeffery Albertson profile photo

Usability

No score
No answers yet
No answers on this topic
Freshdesk9.0
Based on 1 answer
The only downside is flexibility in multi email traffic within a single ticket. Other than that everything else is easy to use to get the job done and keep the customer happy.
Mark Wright profile photo

Support

No score
No answers yet
No answers on this topic
Freshdesk10.0
Based on 2 answers
We have never had an incident where Freskdesk was out of service. Any issues we have had was resolved in a timely fashion without the need for multiple contacts. I do not have to worry about the service having problems, because of the quality of support they provide their customers.
Jeffery Albertson profile photo

Alternatives Considered

AnswerDash is the first of its kind that we as a company have had the pleasure of implementing.
Brooke Schell profile photo
We previously used SchoolDude to manage technology tickets. Freshdesk has many more features. One of the best is the ability to reply to a customer in a ticket. When you reply they receive an email which they can reply to instead of having to login to a portal and pull up the ticket and add notes or check the status. When the customer replies, the email content is posted on the ticket in Freshdesk and the technician receives an email notification. Freskdesk also has an interactive app you can use to access and resolve tickets.
Jeffery Albertson profile photo

Return on Investment

  • It has freed up a great amount of time for our sales team.
  • The sales team is able to focus on acquiring new clientele resulting in greater sales numbers company-wide.
  • The sales team can also make a greater number of repeat up-sells and add-on sales when the customers don't feel like they are being taken advantage of.
Brooke Schell profile photo
  • It helps us separate help tickets from sales tickets.
  • Easy to manage and customize to our specific needs.
  • Easy to make notes and communicate with remote colleagues within a ticket.
Erin Harris profile photo

Pricing Details

AnswerDash

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
AnswerDash Editions & Modules
AnswerDash
Additional Pricing Details

Freshdesk

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Freshdesk Editions & Modules
Freshdesk
Edition
Sprout
$01
Blossom
$192
Garden
$352
Estate
$492
Forest
$892
1. Unlimited
2. per Agent
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan . Higher plans at $19, $35, $49 and $89. The 21-day free trial covers all features at the Estate plan.