Copper vs Freshdesk

• ProsperWorks UI and integration with Gmail is just unmatched. It's beautiful, easy, straight forward, and a delight to use.
• Their kanban flow for deals is awesome, and the ability to link any deal/company/person/document/calendar event with just about any other one makes drawing connections between things really simple.
• Their reporting for activity is awesome. I used this for a period of 7 months to manage a collections team and it was invaluable to watch daily call volumes, and pull live reports to show the team at the end of the day.

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• 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.

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• I have zero visibility into any of my feature requests. I submit them frequently to my customer success person and I don't know whether they are being worked on or will ever be worked on. I'd like to see some kind of roadmap.
• The Google Sheets add on is a nice tool but it's frustrating having to continually refresh it, I wish it would just refresh daily by itself.
• The analytics and forecasting is not very robust, it needs a lot of number fudging on the Google Sheets add-on to give you actionable results.

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• 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.

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• Being a paid user with many Copper team members, we have definitely reaped the benefit of reports by pipeline, along with financial projections, and determining ROI of paid media channels with opportunity lead sources.
• Copper has also allowed us to have effective sales meetings where our team members go through their pipelines and collaborate together on opportunities and share learning points that help the rest of the sales team avoid similar mistakes.

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• 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.

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