What users are saying about
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Top Rated
141 Ratings
2 Ratings
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Score 6.5 out of 101

Freshdesk

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Top Rated
141 Ratings
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Score 8.6 out of 101

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

It is well suited for organizations that are just looking for an easy to use helpdesk solution, without being too complicated to set up/manage. As it is a web-based cloud solution, there is also the benefit of the back-end of the program being managed by the vendor, so there is not a need for a Sys Admin to run this on a server and manage it. It is less suited for environments that are looking for a "complete" service desk system, which includes features such as asset tracking, inventorying, etc. Freshdesk is more of a basic service desk system, that contains most of what some organizations need for a basic helpdesk tracking solution.
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
7.9

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

Aptean CRM

  • 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

Freshdesk

  • The new interface is very clean and easy to navigate.
  • Awesome knowledgebase, free training and responsive support (even with a free plan) allow my team to spin up on the system without hours of internal training sessions.
  • Easily integrates with custom domains for seamless client experience.
  • Tagging and reassigning is easy.
  • Mobile apps work well and allow for easy use across multiple platforms (particularly useful when working remotely).
  • Lots of great features within the free plan.
  • The free plan allows for a fair amount of branding/customization of client portal.
Jennifer Hess profile photo

Cons

Aptean CRM

  • 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

Freshdesk

  • We are a b2b provider, and we haven't found a good way of identifying the contacts with each of our customers. Tagging the contact seems to be a way, but you need to do couple of extra clics to go into the contact details and then introduce the client identification as a tag.
  • I didn't find a good way to identify tickets with a status representing that it's overdue because of the client.
  • The merging tool, although VERY useful, isn't for me completely intuitive. I have to pay a lot of attention at the icons and read the tooltip to make sure I'm keeping as main ticket the one that I want.
No photo available

Likelihood to Renew

Aptean CRM

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 4 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

Aptean CRM

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 2 answers
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

Aptean CRM

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 3 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

Implementation

Aptean CRM

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 1 answer
No, it is easy to do
Victor Vũ profile photo

Alternatives Considered

Aptean CRM

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

The big competitors of Freshdesk are Zendesk and HappyFox. Freshdesk provides a free version for you to try the product and also is cheaper than other competitors. It is great for SMB segment. For Enterprises there are other options that are more popular like JIRA. Also highly recommended for its ease of use.
Naveen Gabrani profile photo

Return on Investment

Aptean CRM

  • Improved interaction with customers for incident management.
  • Greatly improved opportunity management.
  • Lead management for marketing is improved and centralized.
Craig Cormier profile photo

Freshdesk

  • Positive: Helps me and my team stay on top of our queue so we know when Contacts are engaging with us.
  • Positive: Freshdesk is very simple to use and easy to get started on.
  • Positive: Their API works well with the applications we use in between our app and theirs.
Eric Weiss 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

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

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.

Rating Summary

Likelihood to Recommend

Aptean CRM
6.0
Freshdesk
8.9

Likelihood to Renew

Aptean CRM
Freshdesk
10.0

Usability

Aptean CRM
Freshdesk
10.0

Support

Aptean CRM
Freshdesk
10.0

Implementation

Aptean CRM
Freshdesk
10.0

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