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2 Ratings

Freshdesk

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Top Rated
105 Ratings
2 Ratings
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Score 7.2 out of 101

Freshdesk

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Top Rated
105 Ratings
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Score 8.6 out of 101

Add comparison

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

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

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

  • 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 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

  • 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 could offer a dark view to bring down the brightness of the app. Reddit has done this recently with "Night Mode." It's easier on the eyes when the background is black instead of a bright white/gray main view.
  • I'd like to see some improvements on the Suggested Solutions option when replying to a Contact. We use our help pages a lot to link articles to a Contact so they have extra information as needed. If I need to link multiple articles, there are multiple clicks required to achieve this.
Eric Weiss profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Freshdesk10.0
Based on 3 answers
With our current requirements I see no reason to change from FreshDesk. It really provides all the support tools we need at this time.
Mark Wright 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
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

  • Improved interaction with customers for incident management.
  • Greatly improved opportunity management.
  • Lead management for marketing is improved and centralized.
Craig Cormier profile photo
  • We are able to track repeat problems to identify if there is an ongoing issue.
  • Our Facilities Department is now held accountable for their performance and taking care of requests in a timely manner.
Jeffery Albertson 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.