What users are saying about
38 Ratings
Top Rated
165 Ratings
38 Ratings
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Score 8.4 out of 100
Top Rated
165 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Copper

Copper is the perfect CRM for businesses and organizations that use G-Suite. It integrates seamlessly with Google products and makes data entry a thing of the past. With a simple click, you can import leads from your Gmail conversations or import a prebuilt list in a matter of minutes. Copper is truly customizable and is very easy to make the CRM work for you. It is very easy to create custom fields, manage leads, people and opportunities, and run reports on user activity, pipelines, and more. I think Copper is less appropriate for organizations that may need very complex CRM environments and do not leverage Gmail or G-suite products. Copper is the CRM for Google users.
Erik Viager | 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

Copper
7.8
Freshdesk
Customer data management / contact management
Copper
8.3
Freshdesk
Workflow management
Copper
7.2
Freshdesk
Territory management
Copper
8.0
Freshdesk
Opportunity management
Copper
8.6
Freshdesk
Integration with email client (e.g., Outlook or Gmail)
Copper
8.0
Freshdesk
Contract management
Copper
7.9
Freshdesk
Quote & order management
Copper
6.3
Freshdesk
Interaction tracking
Copper
7.9
Freshdesk
Channel / partner relationship management
Copper
7.9
Freshdesk

Customer Service & Support

Copper
8.1
Freshdesk
Case management
Copper
7.9
Freshdesk
Call center management
Copper
8.0
Freshdesk
Help desk management
Copper
8.3
Freshdesk

Marketing Automation

Copper
8.3
Freshdesk
Lead management
Copper
8.3
Freshdesk
Email marketing
Copper
8.4
Freshdesk

CRM Project Management

Copper
7.9
Freshdesk
Task management
Copper
8.1
Freshdesk
Billing and invoicing management
Copper
8.0
Freshdesk
Reporting
Copper
7.5
Freshdesk

CRM Reporting & Analytics

Copper
7.1
Freshdesk
Forecasting
Copper
7.1
Freshdesk
Pipeline visualization
Copper
8.4
Freshdesk
Customizable reports
Copper
5.8
Freshdesk

Customization

Copper
7.4
Freshdesk
Custom fields
Copper
8.3
Freshdesk
Custom objects
Copper
8.1
Freshdesk
Scripting environment
Copper
8.0
Freshdesk
API for custom integration
Copper
5.3
Freshdesk

Security

Copper
8.3
Freshdesk
Single sign-on capability
Copper
8.4
Freshdesk
Role-based user permissions
Copper
8.2
Freshdesk

Social CRM

Copper
7.7
Freshdesk
Social data
Copper
6.5
Freshdesk
Social engagement
Copper
9.0
Freshdesk

Integrations with 3rd-party Software

Copper
7.7
Freshdesk
Marketing automation
Copper
7.7
Freshdesk

Platform

Copper
8.1
Freshdesk
Mobile access
Copper
8.1
Freshdesk

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Pros

Copper

  • 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.
Scott Entwistle | 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

Copper

  • 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.
Anonymous | 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

Copper

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

Copper

Copper 7.9
Based on 2 answers
Any more today, I think CRM's come in at a dime a dozen. There are so many options to choose from today that it can make getting sucked in to a pretty UI rather easy. Don't be fooled since Copper is truly a Google-based CRM and we absolutely love the integrations it provides and ease of use. People just use it
Kelly Wasden | TrustRadius Reviewer

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

Copper

Copper 7.0
Based on 4 answers
Overall the support for ProsperWorks CRM is OK. When I get hold of my reps they are pretty knowledgeable and usually solve my problems. When I first started using the software they were a lot harder to get hold of so this has improved. My biggest complaint though is that my feature requests seem to go into a black hole, I never hear the status of them and I have no idea if they have even been passed on.
Anonymous | TrustRadius Reviewer

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

Copper

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

Copper

I selected Copper because of its interface with all things Google, specifically the sync feature for calendar and capture of email correspondence. It made sense to use Copper because our corporate communications is built on the Google platform. Bloomerang is an excellent tool for tracking donor contributions, but not as facile as a CRM. I didn't work extensively in Zoho or Salesforce.
Jay Werth | 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

Copper

  • 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.
Sam Lepak | 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

Copper

General

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

Copper 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
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

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