What users are saying about
2 Ratings
Top Rated
165 Ratings
2 Ratings
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Score 8 out of 100
Top Rated
165 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

ConvergeHub

It is really well suited for clients looking to automate the process with a budget constraint and that is inline with most small and medium enterprises, startups as well as entrepreneurs looking for a productive environment to grow their business in.
Prashant Choudhary | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

ConvergeHub
8.3
Freshdesk
Customer data management / contact management
ConvergeHub
9.0
Freshdesk
Workflow management
ConvergeHub
9.0
Freshdesk
Territory management
ConvergeHub
8.0
Freshdesk
Opportunity management
ConvergeHub
9.0
Freshdesk
Integration with email client (e.g., Outlook or Gmail)
ConvergeHub
7.0
Freshdesk
Contract management
ConvergeHub
8.0
Freshdesk
Quote & order management
ConvergeHub
9.0
Freshdesk
Interaction tracking
ConvergeHub
8.0
Freshdesk
Channel / partner relationship management
ConvergeHub
8.0
Freshdesk

Customer Service & Support

ConvergeHub
7.0
Freshdesk
Case management
ConvergeHub
7.0
Freshdesk

Marketing Automation

ConvergeHub
9.0
Freshdesk
Lead management
ConvergeHub
9.0
Freshdesk
Email marketing
ConvergeHub
9.0
Freshdesk

CRM Project Management

ConvergeHub
9.0
Freshdesk
Task management
ConvergeHub
9.0
Freshdesk
Billing and invoicing management
ConvergeHub
9.0
Freshdesk
Reporting
ConvergeHub
9.0
Freshdesk

CRM Reporting & Analytics

ConvergeHub
8.0
Freshdesk
Pipeline visualization
ConvergeHub
8.0
Freshdesk
Customizable reports
ConvergeHub
8.0
Freshdesk

Customization

ConvergeHub
7.5
Freshdesk
Custom fields
ConvergeHub
8.0
Freshdesk
API for custom integration
ConvergeHub
7.0
Freshdesk

Platform

ConvergeHub
9.0
Freshdesk
Mobile access
ConvergeHub
9.0
Freshdesk

Security

ConvergeHub
9.0
Freshdesk
Role-based user permissions
ConvergeHub
9.0
Freshdesk

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Pros

ConvergeHub

  • The dashboards are really good and feature laden.
  • The UI is really intuitive as well as user friendly.
  • Automation of simple tasks as well as the marketing process is really easy.
  • Above all the pricing takes the cake here.
Prashant Choudhary | TrustRadius Reviewer

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 | TrustRadius Reviewer

Cons

ConvergeHub

  • Customer support isn't that great, takes a lot of time to respond.
  • Notifications are not on time, i.e. they are delayed and not real time.
  • Lack of integration with other applications.
Prashant Choudhary | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

ConvergeHub

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 | TrustRadius Reviewer

Usability

ConvergeHub

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 | TrustRadius Reviewer

Support Rating

ConvergeHub

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 | TrustRadius Reviewer

Implementation Rating

ConvergeHub

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

ConvergeHub

ConvergeHub offers the best set of features and the interface that it does at a price that is by far the best out of its competitors. This has been an easy-to-sell product as the maximum amount of clients are startups or SMEs and budget is the main constraint for them, with which the views of ConvergeHub creators seem to align well.
Prashant Choudhary | TrustRadius Reviewer

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 | TrustRadius Reviewer

Return on Investment

ConvergeHub

  • It helps increase the overall productivity by automating daily routine tasks.
  • Sales & marketing process becomes easier and more productive.
  • Workflow management is easier.
  • Overall productivity increases many-fold.
Prashant Choudhary | TrustRadius Reviewer

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 | TrustRadius Reviewer

Screenshots

Pricing Details

ConvergeHub

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

ConvergeHub Editions & Modules

Edition
Lite$91
Professional$291
Premium$591
  1. per user - per month
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

ConvergeHub
8.0
Freshdesk
9.1

Likelihood to Renew

ConvergeHub
Freshdesk
10.0

Usability

ConvergeHub
Freshdesk
10.0

Support Rating

ConvergeHub
Freshdesk
10.0

Implementation Rating

ConvergeHub
Freshdesk
10.0

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