Copper vs Freshdesk | TrustRadius

What users are saying about

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Score 6 out of 10

Based on 57 reviews and ratings

Score 8.4 out of 10

Based on 257 reviews and ratings

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Feature Set Ratings

Sales Force Automation

4.6

Copper

46%

Freshdesk

Feature Set Not Supported

N/A

Copper ranks higher in 9/9 features

Customer data management / contact management

6.0

60%

18 Ratings

N/A

0 Ratings

Workflow management

3.3

33%

17 Ratings

N/A

0 Ratings

Territory management

5.0

50%

4 Ratings

N/A

0 Ratings

Opportunity management

5.6

56%

17 Ratings

N/A

0 Ratings

Integration with email client (e.g., Outlook or Gmail)

8.3

83%

18 Ratings

N/A

0 Ratings

Contract management

5.9

59%

9 Ratings

N/A

0 Ratings

Quote & order management

2.0

20%

7 Ratings

N/A

0 Ratings

Interaction tracking

4.5

45%

17 Ratings

N/A

0 Ratings

Channel / partner relationship management

1.1

11%

7 Ratings

N/A

0 Ratings

Customer Service & Support

3.6

Copper

36%

Freshdesk

Feature Set Not Supported

N/A

Copper ranks higher in 3/3 features

Case management

2.9

29%

9 Ratings

N/A

0 Ratings

Call center management

3.3

33%

5 Ratings

N/A

0 Ratings

Help desk management

4.4

44%

7 Ratings

N/A

0 Ratings

Marketing Automation

2.9

Copper

29%

Freshdesk

Feature Set Not Supported

N/A

Copper ranks higher in 2/2 features

Lead management

4.4

44%

15 Ratings

N/A

0 Ratings

Email marketing

1.4

14%

9 Ratings

N/A

0 Ratings

CRM Project Management

3.8

Copper

38%

Freshdesk

Feature Set Not Supported

N/A

Copper ranks higher in 3/3 features

Task management

4.7

47%

18 Ratings

N/A

0 Ratings

Billing and invoicing management

1.7

17%

5 Ratings

N/A

0 Ratings

Reporting

5.0

50%

16 Ratings

N/A

0 Ratings

CRM Reporting & Analytics

6.3

Copper

63%

Freshdesk

Feature Set Not Supported

N/A

Copper ranks higher in 3/3 features

Forecasting

5.6

56%

15 Ratings

N/A

0 Ratings

Pipeline visualization

6.9

69%

17 Ratings

N/A

0 Ratings

Customizable reports

6.4

64%

15 Ratings

N/A

0 Ratings

Customization

5.1

Copper

51%

Freshdesk

Feature Set Not Supported

N/A

Copper ranks higher in 4/4 features

Custom fields

8.0

80%

18 Ratings

N/A

0 Ratings

Custom objects

4.9

49%

12 Ratings

N/A

0 Ratings

Scripting environment

4.1

41%

3 Ratings

N/A

0 Ratings

API for custom integration

3.5

35%

8 Ratings

N/A

0 Ratings

Security

8.4

Copper

84%

Freshdesk

Feature Set Not Supported

N/A

Copper ranks higher in 2/2 features

Single sign-on capability

8.9

89%

12 Ratings

N/A

0 Ratings

Role-based user permissions

8.0

80%

12 Ratings

N/A

0 Ratings

Social CRM

2.1

Copper

21%

Freshdesk

Feature Set Not Supported

N/A

Copper ranks higher in 2/2 features

Social data

2.2

22%

12 Ratings

N/A

0 Ratings

Social engagement

2.0

20%

7 Ratings

N/A

0 Ratings

Integrations with 3rd-party Software

2.0

Copper

20%

Freshdesk

Feature Set Not Supported

N/A

Copper ranks higher in 2/2 features

Marketing automation

3.0

30%

12 Ratings

N/A

0 Ratings

Compensation management

1.0

10%

1 Rating

N/A

0 Ratings

Platform

7.2

Copper

72%

Freshdesk

Feature Set Not Supported

N/A

Copper ranks higher in 1/1 features

Mobile access

7.2

72%

16 Ratings

N/A

0 Ratings

Incident and problem management

Copper

Feature Set Not Supported

N/A

8.7

Freshdesk

87%

Freshdesk ranks higher in 6/6 features

Organize and prioritize service tickets

N/A

0 Ratings

9.0

90%

4 Ratings

Expert directory

N/A

0 Ratings

8.4

84%

3 Ratings

Subscription-based notifications

N/A

0 Ratings

8.4

84%

3 Ratings

ITSM collaboration and documentation

N/A

0 Ratings

7.6

76%

4 Ratings

Ticket creation and submission

N/A

0 Ratings

9.3

93%

4 Ratings

Ticket response

N/A

0 Ratings

9.7

97%

3 Ratings

Self Help Community

Copper

Feature Set Not Supported

N/A

8.3

Freshdesk

83%

Freshdesk ranks higher in 2/2 features

External knowledge base

N/A

0 Ratings

8.7

87%

3 Ratings

Internal knowledge base

N/A

0 Ratings

7.9

79%

4 Ratings

Multi-Channel Help

Copper

Feature Set Not Supported

N/A

7.4

Freshdesk

74%

Freshdesk ranks higher in 5/5 features

Customer portal

N/A

0 Ratings

8.4

84%

3 Ratings

IVR

N/A

0 Ratings

3.0

30%

1 Rating

Social integration

N/A

0 Ratings

7.6

76%

2 Ratings

Email support

N/A

0 Ratings

9.8

98%

4 Ratings

Help Desk CRM integration

N/A

0 Ratings

8.3

83%

4 Ratings

Attribute Ratings

Freshdesk is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Copper

30%

19 Ratings

8.1

Freshdesk

81%

70 Ratings

Copper

N/A

0 Ratings

10.0

Freshdesk

100%

4 Ratings

Copper

47%

10 Ratings

8.4

Freshdesk

84%

22 Ratings

Copper

28%

12 Ratings

8.5

Freshdesk

85%

25 Ratings

Copper

N/A

0 Ratings

10.0

Freshdesk

100%

2 Ratings

Pros

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.

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Verified User

Employee in Other

Financial Services Company, 51-200 employees

View all 19 answers on this topic

Freshdesk has enough options to deal with the engagement operations that are collected through the chosen channels. For example, it is easy to compare through analytics tables the engagement achieved in certain social networks and then create commercial strategies in the networks with the best results.
Freshdesk has a very high level of interoperability with customer relationship management platforms, so that through its API it is possible to incorporate sales functions or work with customers, so that the management is a little apart from technical assistance without problems.
It is easy to save the information of each problem that is solved for the buyers of our products, and in case we communicate with them again, the data stored on these interactions are accessible to review their history, and thus better orientate the type of solutions that can or cannot be offered to them.

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Maria Wiley

Master of Busines Administration

SSDIGITALCOMarketing & Advertising, 201-500 employees

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Cons

Copper automatically pulls leads' social information and picture. Sometimes this information is not accurate.
We did not have a successful integration with RingCentral (web phone and meeting app) but this isn't a huge drawback.
I am pleased using Copper and can't think of any other cons since implementation.

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Erik Viager

Manager, Business Development

Manifest LLCMarketing and Advertising, 51-200 employees

View all 19 answers on this topic

Reporting is a bit awkward sometimes, but you can level up for better reporting
The client onboarding to get them user accounts isn't always clearly defined
There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing

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John Reitz

Creative Director

Links Technology SolutionsInternet, 51-200 employees

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

$25 per month per user

Copper Editions & Modules

Edition

Basic	$25.00¹
Professional	$59.00¹
Business	$119.00¹

per month per user

Additional Pricing Details

—

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Starting Price

$15 per month

Freshdesk Editions & Modules

Edition

Sprout	Free
Blossom	$15.00²
Garden	$35.00²
Estate	$49.00²
Forest	$99.00²
Estate Omnichannel	$79.00²
Forest Omnichannel	$139.00²

none
Per Agent/Per Month (billed annually)

Additional Pricing Details

Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19.00, $45.00, $69.00 and $125.00 if billed monthly. The 21-day free trial covers all features at the Estate plan.

Likelihood to Renew

No score

No answers yet

No answers on this topic

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

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Jeffery Albertson

System Administrator

Warren County R-III School DistrictEducation Management, 201-500 employees

View all 4 answers on this topic

Usability

Copper 4.7

Based on 10 answers

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.

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Jason Tenzer

President

Golf Advisory CouncilSports, 1-10 employees

View all 10 answers on this topic

Freshdesk 8.4

Based on 22 answers

Freshdesk equips the sales team with the most enhanced communication capabilities and features that are responsible for delivering high level of customer support. Freshdesk has multiple-channel support that enables the customer care agents to broaden their reach and streamline ticket delivery. It is designed to provide maximum collaboration to internal teams giving them options to split a ticket into smaller tickets.

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Elizabeth Cassidy

Senior Analyst, Customer Analytics

Alliance Data Card ServicesFinancial Services, 5001-10,000 employees

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Support Rating

Copper 2.8

Based on 12 answers

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.

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Ben J. Varghese

Manager, Sales Readiness

NytroComputer Software, 51-200 employees

View all 12 answers on this topic

Freshdesk 8.5

Based on 25 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.

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Verified User

Technician in Information Technology

Information Technology & Services Company, 11-50 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

Freshdesk 10.0

Based on 2 answers

No, it is easy to do

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Victor Vũ

Network & System Specialist

De Heus LLCMachinery, 1001-5000 employees

View all 2 answers on this topic

Alternatives Considered

ProsperWorks is just an amazing lightweight CRM. Unless you're a large organization that needs to build out crazy custom reporting and tools that integrate into your CRM, Prosperworks is the best bet. Instead of being an IT project that you need to get a bunch of other people involved in, it just works and allows the very basic job of managing customer relationships to be done effectively. Salesforce is too bloated for a small organization, and while HubSpot is pretty decent it just doesn't match the Gmail integration and usability of Prosperworks.

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Scott Entwistle

Founder

Predictable HireHuman Resources, 1-10 employees

View all 19 answers on this topic

ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.

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Verified User

Manager in Information Technology

Industrial Automation Company, 51-200 employees

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Return on Investment

Speed to call leads has increased for us over 32%.
Opportunities have not fallen through the cracks with collaboration efforts from CS and Sales.
Saves us time inputting information into just Copper vs. multiple clicks and crappy integrations with other CRMs.

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Kelly Wasden

Sr. Account Executive

MotivosityHuman Resources, 11-50 employees

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The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.

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Verified User

Director in Customer Service

Marketing and Advertising Company, 51-200 employees

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Screenshots

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See All (5) Freshdesk Screenshots