What users are saying about
6 Ratings
Top Rated
177 Ratings
6 Ratings
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Score 6 out of 100
Top Rated
177 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Axios Assyst

I would suggest that in this product class, you get what you pay for. Although it is was sold as SAAS with a nearly 'plug and play' implementation, at least one full time highly trained admin is needed for ongoing support. I would advise a team implementation strategy.
Anonymous | TrustRadius Reviewer

Freshdesk

Freshdesk works very well for many types of organizations and environments, as long as you need some sort of ticketing or communication tracking system. With the many different plans available, one should fit most use cases. If you don't need ticketing, or need to manage a different sort of communication (e.g. specifically for sales) then there are more applicable options out there.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Axios Assyst
8.9
Freshdesk
8.7
Organize and prioritize service tickets
Axios Assyst
10.0
Freshdesk
9.0
Expert directory
Axios Assyst
9.0
Freshdesk
8.4
Service restoration
Axios Assyst
9.0
Freshdesk
Self-service tools
Axios Assyst
9.0
Freshdesk
Subscription-based notifications
Axios Assyst
9.0
Freshdesk
8.4
ITSM collaboration and documentation
Axios Assyst
9.0
Freshdesk
7.6
ITSM reports and dashboards
Axios Assyst
7.0
Freshdesk
Ticket creation and submission
Axios Assyst
Freshdesk
9.3
Ticket response
Axios Assyst
Freshdesk
9.7

ITSM asset management

Axios Assyst
9.0
Freshdesk
Configuration mangement
Axios Assyst
10.0
Freshdesk
Asset management dashboard
Axios Assyst
9.0
Freshdesk
Policy and contract enforcement
Axios Assyst
8.0
Freshdesk

Change management

Axios Assyst
8.7
Freshdesk
Change requests repository
Axios Assyst
10.0
Freshdesk
Change calendar
Axios Assyst
7.0
Freshdesk
Service-level management
Axios Assyst
9.0
Freshdesk

Self Help Community

Axios Assyst
Freshdesk
8.3
External knowledge base
Axios Assyst
Freshdesk
8.7
Internal knowledge base
Axios Assyst
Freshdesk
7.9

Multi-Channel Help

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

Pros

Axios Assyst

  • IT Asset Management and IT Service Management in one product
  • ITIL framework
  • Highly customisable service catalogue and processes
  • Mature mobility product
Anonymous | TrustRadius Reviewer

Freshdesk

  • Simple and intuitive user interface - The layout is clean and easy to navigate which means we save time and lowers our overall cost to provide support.
  • Reliable - We haven't experienced any downtime with the tool in nearly 2 years of daily use.
  • Feature rich - Freshdesk is rich in features and integrations, there are so many partners and vendors to integrate with in their catalog, many I didn't know existed until we saw them within Freshdesk.
Anonymous | TrustRadius Reviewer

Cons

Axios Assyst

  • Service requests, incident, problem, and change management
  • Knowledge mgmt is not-existent - the product uses a WIKI for it's own knowledge base.
  • Axios help desk does is not knowledgable and does not follow up on reported incidents
  • Training is incomplete - no real resources available except billable by the hour.
Anonymous | TrustRadius Reviewer

Freshdesk

  • Their phone integration is lacking, and to utilize their own phone system can be very expensive to implement and maintain.
  • Handful of "quality of life" fixes never seem to materialize - ability to unmerge tickets that have been merged, or to create parent/child relationships with tickets that have been merged previously.
  • Reporting module is adequate, but lacks a heavy-duty reporting engine - there is an API, but would require a programmer to implement what you need out of the system.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Axios Assyst

Axios Assyst 10.0
Based on 1 answer
At this point, we are stuck with it. We can't afford a change at this point.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Usability

Axios Assyst

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 8.3
Based on 7 answers
I believe that the overall usability is simple enough to integrate into small and medium-sized businesses, but I don't think that it could keep up with our company as a whole. We use it for our department and it depends on how many agents are using the platform. I know that outside of the backend, it's harder to use.
Morganne McIntyre | TrustRadius Reviewer

Support Rating

Axios Assyst

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 8.5
Based on 8 answers
Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.
Anonymous | TrustRadius Reviewer

Implementation Rating

Axios Assyst

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 | TrustRadius Reviewer

Alternatives Considered

Axios Assyst

Axios assyst outperforms JIRA in every aspect, JIRA is a good job system but when it comes to complex processes and configuration management then JIRA is simply not the right system.
Anonymous | TrustRadius Reviewer

Freshdesk

Freshdesk's biggest advantage over some other service desk solutions is that it is completely web-based, so that helps to eliminate the need for a Systems Administrator having to install/set up/manage this on a server. This includes managing a database for the helpdesk solution, which in the case of some solutions out there, this is required. Also, Freshdesk is pretty easy/intuitive to use from an IT Technician standpoint, since it's more of a basic helpdesk solution. Some others on the market may have a lot more features than Freshdesk, but with the additional features, comes a steeper learning curve to master.
Anonymous | TrustRadius Reviewer

Return on Investment

Axios Assyst

  • Replacement of 3 systems with Axios assyst
  • Integration with other enterprise systems
Anonymous | TrustRadius Reviewer

Freshdesk

  • Allows me to rely on my subcontractors for day-to-day requests, improving overall efficiency for both myself and my team.
  • The inexpensive plan keeps us within budget, with Agents we can easily enable/disable as seats are needed/used.
  • Provides a sense of security for clients knowing that responses will be prompt and monitored by a team.
  • Ease-of-use minimizes the need for individual training and shortens onboarding time.
Jennifer Hess | TrustRadius Reviewer

Screenshots

Pricing Details

Axios Assyst

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Axios Assyst 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
SproutFree
Blossom$192
Garden$452
Estate$692
Forest$1252
Estate Omnichannel$992
Forest Omnichannel$1692
  1. per month
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19, $45, $69 and $125. The 21-day free trial covers all features at the Estate plan.

Rating Summary

Likelihood to Recommend

Axios Assyst
9.0
Freshdesk
8.8

Likelihood to Renew

Axios Assyst
10.0
Freshdesk
10.0

Usability

Axios Assyst
Freshdesk
8.3

Support Rating

Axios Assyst
Freshdesk
8.5

Implementation Rating

Axios Assyst
Freshdesk
10.0

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