What users are saying about
9 Ratings
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Top Rated
195 Ratings
9 Ratings
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Score 8.8 out of 100

Freshdesk

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Top Rated
195 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

Cosential

Great for medium and large construction companies that have a specific salesforce.
Kevin Shaw | TrustRadius Reviewer

Freshdesk

Freshdesk does not meet expectations by requiring such a complicated installation for desktop computers, which makes it suitable mainly if you are going to work from the cloud. Based on that it is feasible that the information of each attendance performed is stored online instead of downloading it. The situation where Freshdesk can be most useful is when you need to constantly review lists of support tickets. As easy as it is to find your way around the platform and organize such lists, there is no problem in needing data quickly. It is recommended to improve the support operations of any type of startup, mainly because its model is much more adaptable to the type of small business that can pay more attention to a specific customer.
Maria Wiley | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

Cosential
8.7
Freshdesk
Customer data management / contact management
Cosential
10.0
Freshdesk
Workflow management
Cosential
6.0
Freshdesk
Territory management
Cosential
9.0
Freshdesk
Opportunity management
Cosential
10.0
Freshdesk
Integration with email client (e.g., Outlook or Gmail)
Cosential
10.0
Freshdesk
Interaction tracking
Cosential
9.0
Freshdesk
Channel / partner relationship management
Cosential
7.0
Freshdesk

Marketing Automation

Cosential
7.5
Freshdesk
Lead management
Cosential
10.0
Freshdesk
Email marketing
Cosential
5.0
Freshdesk

CRM Project Management

Cosential
8.0
Freshdesk
Task management
Cosential
7.0
Freshdesk
Reporting
Cosential
9.0
Freshdesk

CRM Reporting & Analytics

Cosential
8.7
Freshdesk
Forecasting
Cosential
6.0
Freshdesk
Pipeline visualization
Cosential
10.0
Freshdesk
Customizable reports
Cosential
10.0
Freshdesk

Customization

Cosential
7.5
Freshdesk
Custom fields
Cosential
9.0
Freshdesk
Custom objects
Cosential
6.0
Freshdesk

Security

Cosential
10.0
Freshdesk
Single sign-on capability
Cosential
10.0
Freshdesk
Role-based user permissions
Cosential
10.0
Freshdesk

Social CRM

Cosential
5.0
Freshdesk
Social data
Cosential
5.0
Freshdesk
Social engagement
Cosential
5.0
Freshdesk

Integrations with 3rd-party Software

Cosential
5.0
Freshdesk
Marketing automation
Cosential
5.0
Freshdesk

Platform

Cosential
7.0
Freshdesk
Mobile access
Cosential
7.0
Freshdesk

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Pros

Cosential

  • 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.
Kevin Shaw | TrustRadius Reviewer

Freshdesk

  • 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.
Elizabeth Cassidy | TrustRadius Reviewer

Cons

Cosential

  • 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.
Kevin Shaw | TrustRadius Reviewer

Freshdesk

  • 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
John Reitz | TrustRadius Reviewer

Likelihood to Renew

Cosential

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

Cosential

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.
Kevin Shaw | TrustRadius Reviewer

Freshdesk

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.
Mikel Seidl | TrustRadius Reviewer

Support Rating

Cosential

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.
Kevin Shaw | TrustRadius Reviewer

Freshdesk

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.
Anonymous | TrustRadius Reviewer

Implementation Rating

Cosential

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

Cosential

Cosential is specific to the A/E industry and is the most intuitive software we found for construction.
Kevin Shaw | TrustRadius Reviewer

Freshdesk

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.
Anonymous | TrustRadius Reviewer

Return on Investment

Cosential

  • Allowed for common tracking by business developers in different regions.
  • Helped us quantify effort.
  • Provides great reports for management.
Kevin Shaw | TrustRadius Reviewer

Freshdesk

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Cosential

General

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

Cosential 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
SproutFree
Blossom$192
Garden$452
Estate$692
Forest$1252
Estate Omnichannel$992
Forest Omnichannel$1692
  1. 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

Likelihood to Recommend

Cosential
10.0
Freshdesk
8.6

Likelihood to Renew

Cosential
Freshdesk
10.0

Usability

Cosential
8.0
Freshdesk
8.6

Support Rating

Cosential
8.0
Freshdesk
8.9

Implementation Rating

Cosential
Freshdesk
10.0

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