Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Copper
Score 6.2 out of 10
N/A
Copper is a customer relationship management (CRM) built as an integration into Google Apps.
$25
per month per user
Freshdesk
Score 8.6 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 10 agents per user
Pricing
CopperFreshdesk
Editions & Modules
Basic - Paid Annually
$25.00
per month per user
Basic - Paid Monthly
$29.00
per month per user
Professional - Paid Annually
$59.00
per month per user
Professional - Paid Monthly
$69.00
per month per user
Business - Paid Annually
$119.00
per month per user
Business - Paid Monthly
$129.00
per month per user
Free
$0
Up to 10 agents
Growth
$15
per month per agent
Pro
$49
per month per agent
Enterprise
$69
per month per agent
Offerings
Pricing Offerings
CopperFreshdesk
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsUp to 20% discount for annual pricing.
More Pricing Information
Community Pulse
CopperFreshdesk
Considered Both Products
Copper

No answer on this topic

Freshdesk
Chose Freshdesk
I had previously used HelpScout for a brief period of time, but they increased their pricing so we switched to Freshdesk. At the time, HelpScout had a better interface, but with the recent updates to Freshdesk, I'm really liking the interface and have no desire to switch to …
Top Pros
Top Cons
Features
CopperFreshdesk
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Copper
3.9
19 Ratings
65% below category average
Freshdesk
-
Ratings
Customer data management / contact management5.319 Ratings00 Ratings
Workflow management2.118 Ratings00 Ratings
Territory management5.04 Ratings00 Ratings
Opportunity management4.518 Ratings00 Ratings
Integration with email client (e.g., Outlook or Gmail)7.619 Ratings00 Ratings
Contract management5.29 Ratings00 Ratings
Quote & order management2.07 Ratings00 Ratings
Interaction tracking2.118 Ratings00 Ratings
Channel / partner relationship management1.07 Ratings00 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Copper
1.5
10 Ratings
133% below category average
Freshdesk
-
Ratings
Case management1.29 Ratings00 Ratings
Call center management1.55 Ratings00 Ratings
Help desk management1.77 Ratings00 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Copper
2.4
16 Ratings
104% below category average
Freshdesk
-
Ratings
Lead management3.416 Ratings00 Ratings
Email marketing1.49 Ratings00 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Copper
3.7
19 Ratings
69% below category average
Freshdesk
-
Ratings
Task management4.619 Ratings00 Ratings
Billing and invoicing management1.75 Ratings00 Ratings
Reporting4.917 Ratings00 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Copper
6.7
18 Ratings
13% below category average
Freshdesk
-
Ratings
Forecasting6.815 Ratings00 Ratings
Pipeline visualization6.418 Ratings00 Ratings
Customizable reports7.016 Ratings00 Ratings
Customization
Comparison of Customization features of Product A and Product B
Copper
5.2
19 Ratings
37% below category average
Freshdesk
-
Ratings
Custom fields8.119 Ratings00 Ratings
Custom objects3.412 Ratings00 Ratings
Scripting environment4.13 Ratings00 Ratings
API for custom integration5.49 Ratings00 Ratings
Security
Comparison of Security features of Product A and Product B
Copper
8.4
14 Ratings
1% above category average
Freshdesk
-
Ratings
Single sign-on capability8.712 Ratings00 Ratings
Role-based user permissions8.113 Ratings00 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Copper
2.0
12 Ratings
114% below category average
Freshdesk
-
Ratings
Social data2.012 Ratings00 Ratings
Social engagement2.07 Ratings00 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
Copper
2.1
12 Ratings
109% below category average
Freshdesk
-
Ratings
Marketing automation3.412 Ratings00 Ratings
Compensation management1.01 Ratings00 Ratings
Platform
Comparison of Platform features of Product A and Product B
Copper
7.9
17 Ratings
5% above category average
Freshdesk
-
Ratings
Mobile access7.917 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Copper
-
Ratings
Freshdesk
8.3
145 Ratings
5% above category average
Organize and prioritize service tickets00 Ratings8.7141 Ratings
Expert directory00 Ratings8.195 Ratings
Subscription-based notifications00 Ratings8.43 Ratings
ITSM collaboration and documentation00 Ratings7.64 Ratings
Ticket creation and submission00 Ratings8.7142 Ratings
Ticket response00 Ratings8.6142 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Copper
-
Ratings
Freshdesk
8.3
130 Ratings
7% above category average
External knowledge base00 Ratings8.4116 Ratings
Internal knowledge base00 Ratings8.2120 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Copper
-
Ratings
Freshdesk
8.4
138 Ratings
10% above category average
Customer portal00 Ratings8.1116 Ratings
IVR00 Ratings8.243 Ratings
Social integration00 Ratings8.672 Ratings
Email support00 Ratings8.7138 Ratings
Help Desk CRM integration00 Ratings8.384 Ratings
Best Alternatives
CopperFreshdesk
Small Businesses
Salesmate
Salesmate
Score 9.8 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Creatio
Creatio
Score 9.2 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Creatio
Creatio
Score 9.2 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CopperFreshdesk
Likelihood to Recommend
1.9
(20 ratings)
8.8
(212 ratings)
Likelihood to Renew
-
(0 ratings)
9.8
(14 ratings)
Usability
3.8
(11 ratings)
8.9
(35 ratings)
Availability
-
(0 ratings)
9.1
(4 ratings)
Performance
-
(0 ratings)
8.6
(4 ratings)
Support Rating
1.9
(11 ratings)
8.6
(33 ratings)
In-Person Training
-
(0 ratings)
8.2
(1 ratings)
Online Training
-
(0 ratings)
8.0
(2 ratings)
Implementation Rating
-
(0 ratings)
8.4
(142 ratings)
Configurability
-
(0 ratings)
8.4
(3 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
9.1
(3 ratings)
Ease of integration
-
(0 ratings)
8.9
(2 ratings)
Product Scalability
-
(0 ratings)
9.1
(4 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(2 ratings)
Vendor pre-sale
-
(0 ratings)
7.9
(2 ratings)
User Testimonials
CopperFreshdesk
Likelihood to Recommend
Copper (formerly ProsperWorks)
Copper has helped me extensively keep track of not only my own but my company's workflow. With so many projects and quotes to track, it has become essential to keep me on task and not miss any of our goals. It has been a perfect fit with our specific workflow, but I don't think it has the customizability just yet to be a perfect fit for every company out there.
Read full review
Freshworks Inc
Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user
Read full review
Pros
Copper (formerly ProsperWorks)
  • I think the Opportunities Pipeline is probably the best feature of the CRM. The versatility of it allows for pipelines to be made for not only sales but myriad of other ways.
  • Copper's commitment to customer satisfaction is pretty spectacular. Many CRMs aren't as dedicated to this and provide their customers with simple how to articles that fall short of being an actual help.
  • Copper's ability to sync with Google is an undersold perk. If a company relies on the Google workspace, Copper is an amazing tool to work alongside with Google.
Read full review
Freshworks Inc
  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
Read full review
Cons
Copper (formerly ProsperWorks)
  • I wish it were easier to create a dashboard to view sales and growth.
  • There are some features I would like to change but can't seem to figure out, so I just deal with not being able to, nothing major though.
  • I would like to see it offer more free links to other services such as Quick Books.
Read full review
Freshworks Inc
  • Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
  • The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
  • Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).
Read full review
Likelihood to Renew
Copper (formerly ProsperWorks)
No answers on this topic
Freshworks Inc
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
Read full review
Usability
Copper (formerly ProsperWorks)
I would rate Copper overall usability as a 10. It is easy to use. I am not extremely computer friendly so I needed to find something that would fit what I can do. Copper definitely fit the bill. I would highly recommend it to anyone of any level of computer knowledge.
Read full review
Freshworks Inc
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
Read full review
Reliability and Availability
Copper (formerly ProsperWorks)
No answers on this topic
Freshworks Inc
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
Read full review
Performance
Copper (formerly ProsperWorks)
No answers on this topic
Freshworks Inc
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
Read full review
Support Rating
Copper (formerly ProsperWorks)
It has been so far so good, they have been quick to respond to queries, and do follow up as well. But then again this is a work in progress and I guess they would not have a solution to every problem every posed to them right away. Hence I will refrain from making any judgments.
Read full review
Freshworks Inc
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
Read full review
In-Person Training
Copper (formerly ProsperWorks)
No answers on this topic
Freshworks Inc
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
Read full review
Online Training
Copper (formerly ProsperWorks)
No answers on this topic
Freshworks Inc
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
Read full review
Implementation Rating
Copper (formerly ProsperWorks)
No answers on this topic
Freshworks Inc
Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value"
Read full review
Alternatives Considered
Copper (formerly ProsperWorks)
For my company, we chose Copper over Salesforce and HubSpot for a few reasons. First and foremost, G-Suite integration. This was one of the most attractive features we liked about Copper. The integration allows for seamless lead import, automated activity tracking and much more. Second, Copper is designed with the end user in mind. It has to be one of the simplest CRMs I have ever used. Additionally, Copper has fantastic customer success managers who make sure you are getting the most out of the platform. Lastly, Copper has very competitive pricing and offers many features of the big name CRMs at a much more economical price point
Read full review
Freshworks Inc
FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.
Read full review
Contract Terms and Pricing Model
Copper (formerly ProsperWorks)
No answers on this topic
Freshworks Inc
The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
Read full review
Scalability
Copper (formerly ProsperWorks)
No answers on this topic
Freshworks Inc
The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
Read full review
Return on Investment
Copper (formerly ProsperWorks)
  • I used ProsperWorks at a startup with around 100 people that was undergoing a serious sales crisis. ProsperWorks, I would say, was the number one tool to turn around the sales team as it allowed one book of truth and one place where every one could finally be on the same page.
  • It's hard to judge ROI on the joy of using a well designed product. After using SFDC or Hubspot or any other CRM, ProsperWorks will feel like a Ferrari. Everything is fast, everything is smooth, and it's lightweight in a good way.
  • The ROI was excellent based on a productivity stand point. Being able to pull up daily activity reports went a LONG way to ensuring the sales team was hitting their marks, and getting done what they need to get done.
Read full review
Freshworks Inc
  • Freshdesk is certainly better than nothing, or a simple shared inbox
  • Freshdesk is frustrating to incorporate social media with
  • Freshdesk excels at ticket management
  • Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs.
Read full review
ScreenShots