Cosential vs Freshdesk | TrustRadius

What users are saying about

Score 8.8 out of 10

Based on 9 reviews and ratings

Score 8.6 out of 10

Based on 195 reviews and ratings

Feature Rating Comparison

Cosential

Freshdesk

Customer data management / contact management

Workflow management

Territory management

Opportunity management

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

Interaction tracking

Channel / partner relationship management

Cosential

Freshdesk

Lead management

Email marketing

Cosential

Freshdesk

Task management

Reporting

Cosential

Freshdesk

Forecasting

Pipeline visualization

Customizable reports

Cosential

Freshdesk

Custom fields

Custom objects

Cosential

Freshdesk

Single sign-on capability

Role-based user permissions

Cosential

Freshdesk

Social data

Social engagement

Cosential

Freshdesk

Marketing automation

Cosential

Freshdesk

Mobile access

Cosential

Freshdesk

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Cosential

Freshdesk

External knowledge base

Internal knowledge base

Cosential

Freshdesk

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

Inputting of companies and leads who may become prospects.
Creating specific opportunities for construction projects.
Tracking opportunities through the entire sales cycle.
Inputting detailed notes and activity by the Sales team.

Read full review

Vice-President - Marketing

WIELANDConstruction, 51-200 employees

View all 1 answers on this topic

A built-in phone system that clients use to reach our agents
Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
The support portal is a one-stop destination where customers find answers and reach out for help.
The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.

Read full review

Elizabeth Cassidy

Senior Analyst, Customer Analytics

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

View all 66 answers on this topic

Cons

The open software is somewhat difficult to master as an administrator.
Report writing could be more intuitive.
The company seems to cater to larger users.

Read full review

Vice-President - Marketing

WIELANDConstruction, 51-200 employees

View all 1 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

Read full review

Creative Director

Links Technology SolutionsInternet, 51-200 employees

View all 66 answers on this topic

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

Read full review

Jeffery Albertson

System Administrator

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

View all 4 answers on this topic

Usability

Cosential 8.0

Based on 1 answer

Cosential is very intuitive for the AEC industry and has the ability to be customized for your specific needs. The reports are especially helpful, with good visual dashboards.

Read full review

Vice-President - Marketing

WIELANDConstruction, 51-200 employees

View all 1 answers on this topic

Freshdesk 8.6

Based on 18 answers

Freshdesk is by far the easiest to use Help Desk software that I have ever used. It is much simpler for day to day use. While it lacks some of the invoicing and CRM features of more cumbersome software, it more than makes up for this by being easy to use and quick for users to learn. The setup was fast as well.

Read full review

Owner

Seidl EnterprisesMarketing & Advertising, 11-50 employees

View all 18 answers on this topic

Support Rating

Cosential 8.0

Based on 1 answer

My original trainer / implementation specialist was fantastic. That relationship has continued, even though I have been officially handed off to the customer service side. The customer service side seems to have higher turnover than normal, but in general they are also very supportive, although not as responsive as I might like.

Read full review

Vice-President - Marketing

WIELANDConstruction, 51-200 employees

View all 1 answers on this topic

Freshdesk 8.9

Based on 18 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.

Read full review

Verified User

Technician in Information Technology

Information Technology & Services Company, 11-50 employees

View all 18 answers on this topic

Implementation Rating

No score

No answers yet

No answers on this topic

Freshdesk 10.0

Based on 1 answer

No, it is easy to do

Read full review

Network & System Specialist

De Heus LLCMachinery, 1001-5000 employees

View all 1 answers on this topic

Alternatives Considered

Cosential is specific to the A/E industry and is the most intuitive software we found for construction.

Read full review

Vice-President - Marketing

WIELANDConstruction, 51-200 employees

View all 1 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.

Read full review

Verified User

Manager in Information Technology

Industrial Automation Company, 51-200 employees

View all 66 answers on this topic

Return on Investment

Allowed for common tracking by business developers in different regions.
Helped us quantify effort.
Provides great reports for management.

Read full review

Vice-President - Marketing

WIELANDConstruction, 51-200 employees

View all 1 answers on this topic

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.

Read full review

Verified User

Director in Customer Service

Marketing and Advertising Company, 51-200 employees

View all 66 answers on this topic

Screenshots

—

See All (5) Freshdesk Screenshots

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Cosential Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

Freshdesk Editions & Modules

Edition

Sprout	Free
Blossom	$19²
Garden	$45²
Estate	$69²
Forest	$125²
Estate Omnichannel	$99²
Forest Omnichannel	$169²

per month

Additional Pricing Details

Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19, $45, $69 and $125. The 21-day free trial covers all features at the Estate plan.

Rating Summary

Cosential

Freshdesk

Cosential

Freshdesk

Cosential

Freshdesk

Cosential

Freshdesk

Cosential

Freshdesk

Add comparison