DeskRoll Remote Desktop vs. Freshdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
DeskRoll Remote Desktop
Score 8.0 out of 10
N/A
DeskRoll was built to be easy to use by end-users and IT teams alike. It's browser-based, so users being helped do not need to install any applications on their local device; DeskRoll Remote Desktop Sharing requires only a small app on the remote (controlling) computer. DeskRoll guides users through setup and connection processes for 3 basic scenarios: providing remote assistance to a customer, configuring unattended remote access to a remote computer, or configuring unattended remote…
$8.25
per user/per month
Freshdesk
Score 8.6 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 10 agents per user
Pricing
DeskRoll Remote DesktopFreshdesk
Editions & Modules
DeskRoll Lite
$8.25
per user/per month
DeskRoll Pro 1 Month
$29.95
per seat
DeskRoll Starter
$39
per user/per year
DeskRoll Lite
$99
per user/per year
DeskRoll Pro 1 Year
$299.40
per seat
Free
$0
Up to 10 agents
Growth
$15
per month per agent
Pro
$49
per month per agent
Enterprise
$69
per month per agent
Offerings
Pricing Offerings
DeskRoll Remote DesktopFreshdesk
Free Trial
YesYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup Fee$3.25 per seat/per monthNo setup fee
Additional DetailsWith each license a user can configure unlimited remote computers to access from any location. Also, users can make unlimited parallel remote connections - each will open in a new browser tab. Users can pause and resume remote sessions.
More Pricing Information
Community Pulse
DeskRoll Remote DesktopFreshdesk
Top Pros
Top Cons
Features
DeskRoll Remote DesktopFreshdesk
Remote Administration
Comparison of Remote Administration features of Product A and Product B
DeskRoll Remote Desktop
8.2
2 Ratings
0% below category average
Freshdesk
-
Ratings
Screen sharing8.02 Ratings00 Ratings
File transfer8.02 Ratings00 Ratings
Instant message7.01 Ratings00 Ratings
Over-the-Internet remote session10.02 Ratings00 Ratings
Initiate remote control from mobile8.01 Ratings00 Ratings
Multi-platform remote control8.01 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
DeskRoll Remote Desktop
-
Ratings
Freshdesk
8.3
145 Ratings
5% above category average
Organize and prioritize service tickets00 Ratings8.7141 Ratings
Expert directory00 Ratings8.195 Ratings
Subscription-based notifications00 Ratings8.43 Ratings
ITSM collaboration and documentation00 Ratings7.64 Ratings
Ticket creation and submission00 Ratings8.7142 Ratings
Ticket response00 Ratings8.6142 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
DeskRoll Remote Desktop
-
Ratings
Freshdesk
8.3
130 Ratings
7% above category average
External knowledge base00 Ratings8.4116 Ratings
Internal knowledge base00 Ratings8.2120 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
DeskRoll Remote Desktop
-
Ratings
Freshdesk
8.4
138 Ratings
10% above category average
Customer portal00 Ratings8.1116 Ratings
IVR00 Ratings8.143 Ratings
Social integration00 Ratings8.672 Ratings
Email support00 Ratings8.7138 Ratings
Help Desk CRM integration00 Ratings8.384 Ratings
Best Alternatives
DeskRoll Remote DesktopFreshdesk
Small Businesses
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Score 9.8 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
mRemoteNG
mRemoteNG
Score 9.3 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Remote Desktop Services
Remote Desktop Services
Score 9.0 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
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User Ratings
DeskRoll Remote DesktopFreshdesk
Likelihood to Recommend
7.0
(2 ratings)
8.8
(212 ratings)
Likelihood to Renew
-
(0 ratings)
9.8
(14 ratings)
Usability
-
(0 ratings)
8.9
(35 ratings)
Availability
-
(0 ratings)
9.1
(4 ratings)
Performance
-
(0 ratings)
8.6
(4 ratings)
Support Rating
-
(0 ratings)
8.6
(33 ratings)
In-Person Training
-
(0 ratings)
8.2
(1 ratings)
Online Training
-
(0 ratings)
8.0
(2 ratings)
Implementation Rating
-
(0 ratings)
8.4
(142 ratings)
Configurability
-
(0 ratings)
8.4
(3 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
9.1
(3 ratings)
Ease of integration
-
(0 ratings)
8.9
(2 ratings)
Product Scalability
-
(0 ratings)
9.1
(4 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(2 ratings)
Vendor pre-sale
-
(0 ratings)
7.9
(2 ratings)
User Testimonials
DeskRoll Remote DesktopFreshdesk
Likelihood to Recommend
Tomsk Inc.
During the pandemic, our company worked remotely. Various staff in our company had technical difficulties or needed assistance installing software in order to work. DeskRoll Remote Desktop helped us to make this process seamless. Rather than deal with the aggravation of trying to walk someone through something over the phone, we were able to get things established in a simple, easy way.
Read full review
Freshworks Inc
Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user
Read full review
Pros
Tomsk Inc.
  • Ability to remote in at any time
  • Can support unlimited clients with hardware and software issues
  • Multiple remote client logins
  • Cost!
Read full review
Freshworks Inc
  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
Read full review
Cons
Tomsk Inc.
  • It could be more cost-effective.
  • It could include better "help" or "how-to" sections for people who are not as tech savvy.
Read full review
Freshworks Inc
  • Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
  • The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
  • Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).
Read full review
Likelihood to Renew
Tomsk Inc.
No answers on this topic
Freshworks Inc
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
Read full review
Usability
Tomsk Inc.
No answers on this topic
Freshworks Inc
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
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Reliability and Availability
Tomsk Inc.
No answers on this topic
Freshworks Inc
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
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Performance
Tomsk Inc.
No answers on this topic
Freshworks Inc
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
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Support Rating
Tomsk Inc.
No answers on this topic
Freshworks Inc
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
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In-Person Training
Tomsk Inc.
No answers on this topic
Freshworks Inc
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
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Online Training
Tomsk Inc.
No answers on this topic
Freshworks Inc
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
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Implementation Rating
Tomsk Inc.
No answers on this topic
Freshworks Inc
Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value"
Read full review
Alternatives Considered
Tomsk Inc.
Cost, ease of use, file transfer and chat capabilities.
Read full review
Freshworks Inc
FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.
Read full review
Contract Terms and Pricing Model
Tomsk Inc.
No answers on this topic
Freshworks Inc
The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
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Scalability
Tomsk Inc.
No answers on this topic
Freshworks Inc
The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
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Return on Investment
Tomsk Inc.
  • It saved time, which always saves money!
  • It allowed us to save money on additional software licensing - we now use Quickbooks through the use of DeskRoll Remote Desktop.
  • DeskRoll Remote Desktop allowed us to transition to work-from-home easily, which saved us valuable time during the pandemic.
Read full review
Freshworks Inc
  • Freshdesk is certainly better than nothing, or a simple shared inbox
  • Freshdesk is frustrating to incorporate social media with
  • Freshdesk excels at ticket management
  • Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs.
Read full review
ScreenShots

DeskRoll Remote Desktop Screenshots

Screenshot of DeskRoll remote connection view - Windows remote desktop.Screenshot of DeskRoll wizard that quickly guides you through basic remote access scenarios.