What users are saying about

Aptean CRM

2 Ratings

Freshdesk<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

Top Rated
97 Ratings

Aptean CRM

2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.3 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
97 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

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Likelihood to Recommend

Aptean CRM

This is a solid basic platform. It's not Salesforce but it IS integrated with IntuitiveERP and is included in the price. For the cost, you certainly can't get this type of functionality in other small CRM packages. If you have IntuitiveERP already and are looking to move towards a CRM package it's certainly a way to help you get your footing before deciding you need a larger scale package, but I don't know that you'd want to invest in Intuitive JUST for their CRM cycle.
Craig Cormier profile photo

Freshdesk

I'm confident that this is a great tool for any startup, or a small project in particular. As this is our scenario, I can't be sure how well or bad it's going to work for a more dedicated team of customer success. If you need a tool to have a great help desk for your users, then this tool will do the job for you. It's straightforward, easy to learn, easy to set up and improves your work on helping your users because you get to order your work.
No photo available

Feature Rating Comparison

Sales Force Automation

Aptean CRM
4.4
Freshdesk
Customer data management / contact management
Aptean CRM
7.0
Freshdesk
Workflow management
Aptean CRM
5.0
Freshdesk
Territory management
Aptean CRM
1.0
Freshdesk
Opportunity management
Aptean CRM
7.0
Freshdesk
Integration with email client (e.g., Outlook or Gmail)
Aptean CRM
6.0
Freshdesk
Contract management
Aptean CRM
1.0
Freshdesk
Quote & order management
Aptean CRM
6.0
Freshdesk
Interaction tracking
Aptean CRM
5.0
Freshdesk
Channel / partner relationship management
Aptean CRM
2.0
Freshdesk

Customer Service & Support

Aptean CRM
6.5
Freshdesk
Case management
Aptean CRM
7.0
Freshdesk
Call center management
Aptean CRM
6.0
Freshdesk

Marketing Automation

Aptean CRM
5.5
Freshdesk
Lead management
Aptean CRM
6.0
Freshdesk
Email marketing
Aptean CRM
5.0
Freshdesk

CRM Project Management

Aptean CRM
2.7
Freshdesk
Task management
Aptean CRM
4.0
Freshdesk
Billing and invoicing management
Aptean CRM
1.0
Freshdesk
Reporting
Aptean CRM
3.0
Freshdesk

CRM Reporting & Analytics

Aptean CRM
5.3
Freshdesk
Forecasting
Aptean CRM
4.0
Freshdesk
Pipeline visualization
Aptean CRM
4.0
Freshdesk
Customizable reports
Aptean CRM
8.0
Freshdesk

Customization

Aptean CRM
6.5
Freshdesk
Custom fields
Aptean CRM
10.0
Freshdesk
Custom objects
Aptean CRM
3.0
Freshdesk

Security

Aptean CRM
9.0
Freshdesk
Single sign-on capability
Aptean CRM
9.0
Freshdesk
Role-based user permissions
Aptean CRM
9.0
Freshdesk

Incident and problem management

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

Self Help Community

Aptean CRM
Freshdesk
8.3
External knowledge base
Aptean CRM
Freshdesk
8.7
Internal knowledge base
Aptean CRM
Freshdesk
7.8

Multi-Channel Help

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

Pros

  • Simple: it isn't too convoluted with too many features
  • Flexible: user-defined fields are able to be added to every segment of both opportunities and incidents
  • Dynamic: Integrates with the existing ERP system to pass customer and vendor data back and forth
Craig Cormier profile photo
  • The user interfaces is fast and easy to use (specially the new one they have rolled out not long ago). We could get up and using it right away. It's pretty easy to visualize the unanswered tickets with the predefined filters (at least if you keep some level of "tidiness")
  • It manages very well and clearly the assignation of agents so you don't mix up the answers. The tickets, even the long ones, are easy to read.
  • Ticket merging is very useful, because it is usual that the people who contact you write answers in different threads
No photo available

Cons

  • There is currently no web portal or mobile front for this CRM package
  • The simplicity sometimes can be a hindrance to deeper data dives.
  • The tracking of contacts if a bit complicated as far as database design goes, making cross-platform integration more difficult.
Craig Cormier profile photo
  • Re-assigning the customer that wrote.
  • Identifying the customer that wrote with a client (account) that you have.
  • Having two agents on one ticket.
Ignacio Cruz 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

IntuitiveERP included this CRM package with our license, so there was no extra cost to implement it. Salesforce is expensive so we felt that we could use this package to justify our need for CRM by implementing this package, and if it was improving our sales we could say that a larger package would give the ROI we expect.
Craig Cormier profile photo
Freshdesk is a lot easier to implement than Desk.com and is a lot cheapier also. I have used Desk.com on my former work, and the tools that it had aveilable were almost the same, but it was easier to manage and start using. Take into account that I am comparing the version of Desk.com from 3 years ago with the Freshdesk of today.
Ignacio Cruz profile photo

Return on Investment

  • Improved interaction with customers for incident management.
  • Greatly improved opportunity management.
  • Lead management for marketing is improved and centralized.
Craig Cormier profile photo
  • It's excellent. Receiving issues in the email are too complicated for us but now we receive all issues or queries in a well-developed platform.
  • Now we are able to answer all queries on time.
  • It increases our work efficiency, and after resolving issues we build our knowledge base which helps other to find a solution instead of making more tickets.
  • The Dashboard and recent activity really help a lot to quick review our work.
ayush dwivedi profile photo

Screenshots

Pricing Details

Aptean CRM

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Aptean CRM Editions & Modules
Aptean CRM
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.