What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
351 Ratings
113 Ratings

Freshdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
351 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100
113 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Feature Set Ratings

    Incident and problem management

    8.4

    Freshdesk

    84%

    Freshworks CRM

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.7
    87%
    60 Ratings
    N/A
    0 Ratings

    Expert directory

    7.8
    78%
    43 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.4
    84%
    3 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.6
    76%
    4 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    8.9
    89%
    61 Ratings
    N/A
    0 Ratings

    Ticket response

    8.8
    88%
    61 Ratings
    N/A
    0 Ratings

    Self Help Community

    8.1

    Freshdesk

    81%

    Freshworks CRM

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 2/2 features

    External knowledge base

    7.8
    78%
    52 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    8.4
    84%
    53 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    8.2

    Freshdesk

    82%

    Freshworks CRM

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 5/5 features

    Customer portal

    8.4
    84%
    52 Ratings
    N/A
    0 Ratings

    IVR

    8.2
    82%
    21 Ratings
    N/A
    0 Ratings

    Social integration

    7.9
    79%
    37 Ratings
    N/A
    0 Ratings

    Email support

    8.9
    89%
    60 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    7.6
    76%
    38 Ratings
    N/A
    0 Ratings

    Sales Force Automation

    Freshdesk

    Feature Set Not Supported
    N/A
    7.5

    Freshworks CRM

    75%
    Freshworks CRM ranks higher in 7/7 features

    Customer data management / contact management

    N/A
    0 Ratings
    8.1
    81%
    52 Ratings

    Workflow management

    N/A
    0 Ratings
    8.3
    83%
    50 Ratings

    Territory management

    N/A
    0 Ratings
    8.7
    87%
    40 Ratings

    Opportunity management

    N/A
    0 Ratings
    7.2
    72%
    44 Ratings

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

    N/A
    0 Ratings
    7.2
    72%
    51 Ratings

    Interaction tracking

    N/A
    0 Ratings
    7.1
    71%
    51 Ratings

    Channel / partner relationship management

    N/A
    0 Ratings
    5.8
    58%
    38 Ratings

    Marketing Automation

    Freshdesk

    Feature Set Not Supported
    N/A
    7.7

    Freshworks CRM

    77%
    Freshworks CRM ranks higher in 2/2 features

    Lead management

    N/A
    0 Ratings
    7.9
    79%
    47 Ratings

    Email marketing

    N/A
    0 Ratings
    7.5
    75%
    48 Ratings

    CRM Project Management

    Freshdesk

    Feature Set Not Supported
    N/A
    8.5

    Freshworks CRM

    85%
    Freshworks CRM ranks higher in 2/2 features

    Task management

    N/A
    0 Ratings
    8.6
    86%
    47 Ratings

    Reporting

    N/A
    0 Ratings
    8.5
    85%
    49 Ratings

    CRM Reporting & Analytics

    Freshdesk

    Feature Set Not Supported
    N/A
    7.9

    Freshworks CRM

    79%
    Freshworks CRM ranks higher in 3/3 features

    Forecasting

    N/A
    0 Ratings
    7.0
    70%
    43 Ratings

    Pipeline visualization

    N/A
    0 Ratings
    8.9
    89%
    51 Ratings

    Customizable reports

    N/A
    0 Ratings
    7.7
    77%
    45 Ratings

    Customization

    Freshdesk

    Feature Set Not Supported
    N/A
    6.9

    Freshworks CRM

    69%
    Freshworks CRM ranks higher in 3/3 features

    Custom fields

    N/A
    0 Ratings
    6.8
    68%
    49 Ratings

    Custom objects

    N/A
    0 Ratings
    8.1
    81%
    39 Ratings

    API for custom integration

    N/A
    0 Ratings
    5.9
    59%
    37 Ratings

    Security

    Freshdesk

    Feature Set Not Supported
    N/A
    7.8

    Freshworks CRM

    78%
    Freshworks CRM ranks higher in 2/2 features

    Single sign-on capability

    N/A
    0 Ratings
    8.0
    80%
    39 Ratings

    Role-based user permissions

    N/A
    0 Ratings
    7.7
    77%
    45 Ratings

    Platform

    Freshdesk

    Feature Set Not Supported
    N/A
    9.7

    Freshworks CRM

    97%
    Freshworks CRM ranks higher in 1/1 features

    Mobile access

    N/A
    0 Ratings
    9.7
    97%
    46 Ratings

    Attribute Ratings

    • Freshdesk is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    8.4

    Freshdesk

    84%
    131 Ratings
    7.9

    Freshworks CRM

    79%
    55 Ratings

    Likelihood to Renew

    7.5

    Freshdesk

    75%
    8 Ratings

    Freshworks CRM

    N/A
    0 Ratings

    Usability

    8.5

    Freshdesk

    85%
    29 Ratings
    8.4

    Freshworks CRM

    84%
    7 Ratings

    Availability

    9.2

    Freshdesk

    92%
    2 Ratings

    Freshworks CRM

    N/A
    0 Ratings

    Performance

    7.3

    Freshdesk

    73%
    2 Ratings

    Freshworks CRM

    N/A
    0 Ratings

    Support Rating

    8.7

    Freshdesk

    87%
    32 Ratings
    7.1

    Freshworks CRM

    71%
    6 Ratings

    In-Person Training

    8.2

    Freshdesk

    82%
    1 Rating

    Freshworks CRM

    N/A
    0 Ratings

    Online Training

    7.3

    Freshdesk

    73%
    1 Rating

    Freshworks CRM

    N/A
    0 Ratings

    Implementation Rating

    8.7

    Freshdesk

    87%
    60 Ratings

    Freshworks CRM

    N/A
    0 Ratings

    Configurability

    9.2

    Freshdesk

    92%
    4 Ratings

    Freshworks CRM

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    9.2

    Freshdesk

    92%
    2 Ratings

    Freshworks CRM

    N/A
    0 Ratings

    Ease of integration

    8.2

    Freshdesk

    82%
    2 Ratings

    Freshworks CRM

    N/A
    0 Ratings

    Product Scalability

    9.2

    Freshdesk

    92%
    2 Ratings

    Freshworks CRM

    N/A
    0 Ratings

    Vendor post-sale

    8.2

    Freshdesk

    82%
    2 Ratings

    Freshworks CRM

    N/A
    0 Ratings

    Vendor pre-sale

    7.3

    Freshdesk

    73%
    2 Ratings

    Freshworks CRM

    N/A
    0 Ratings

    Likelihood to Recommend

    Freshworks Inc

    Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.
    Read full review

    Freshworks Inc

    If you are a smaller organization you are probably ok to use [Freshworks CRM (formerly Freshsales)] vs Salesforce - you will save money and still get some great features. I would not recommend for a very large enterprise. It is also challenging to have the support come from another region although they do try to be very responsive.
    Read full review

    Pros

    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

    Freshworks Inc

    • It helps you automate your onboarding process for new leads.
    • It has lots of integrations with other apps, so you can interact with other things like calendars and calls.
    • It's pretty easy to set sequences so the platform automatically follows up with people for you. This is not only helpful for your sales pipeline, but also for client communication when working on a project that requires their input.
    Read full review

    Cons

    Freshworks Inc

    • To be honest I never noticed any
    • It was smooth for me but one thing I found an issue for me as a developer I was required to send code sometimes but due to Freshdesk internal security scanning it was not allowing me to do so.
    Read full review

    Freshworks Inc

    • Persistent and pervasive down time
    • Lack of scalable integrations with data source (e.g., their Segment integration is barely functional and they won't improve it)
    • Slow and unhelpful customer service
    • Account management doesn't understand our business or what we're trying to accomplish
    • Email campaign feature is barely functional and only allows you to have 10 campaigns, even with the most expensive plan
    • Lead and contact records have gone missing and FreshSales is unable to recover data
    Read full review

    Pricing Details

    Freshdesk

    Starting Price

    $0 Up to 10 agents per user

    Editions & Modules

    Freshdesk editions and modules pricing
    EditionModules
    Pro$491
    Free$02
    Growth$153
    Enterprise$694

    Footnotes

    1. per month per agent
    2. Up to 10 agents
    3. per month per agent
    4. per month per agent

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    Freshworks CRM

    Starting Price

    $19 per user per month, billed annually

    Editions & Modules

    Freshworks CRM editions and modules pricing
    EditionModules
    Customer-for-Life Cloud - Growth$29.001
    Customer-for-Life Cloud - Pro$69.002
    Customer-for-Life Cloud - Enterprise$125.003
    Sales Cloud - Growth$29.004
    Sales Cloud - Pro$59.005
    Sales Cloud - Enterprise$99.006
    Marketing Cloud - Growth$19.007
    Marketing Cloud - Pro$59.008
    Marketing Cloud - Enterprise$99.009

    Footnotes

    1. per user per month, billed annually
    2. per user per month, billed annually
    3. per user per month, billed annually
    4. per user per month, billed annually
    5. per user per month, billed annually
    6. per user per month, billed annually
    7. per user per month, billed annually
    8. per user per month, billed annually
    9. per user per month, billed annually

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    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

    Freshworks Inc

    No answers on this topic

    Usability

    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!
    Read full review

    Freshworks Inc

    I would give Freshworks CRM's overall usability a 7 out of 10. Although the software has improved since we first obtained it, it still could use improvements to make functionality more intuitive and easier for the average user. It is not that challenging but there is definitely a learning curve
    Read full review

    Reliability and Availability

    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.
    Read full review

    Freshworks Inc

    No answers on this topic

    Performance

    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.
    Read full review

    Freshworks Inc

    No answers on this topic

    Support Rating

    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.
    Read full review

    Freshworks Inc

    When you initially log in to Freshworks, you get snippets to guide you on how to set up. You have a chat option on every page so you can reach out to the support agent and get your issues resolved in real time. The agents are fast, responsive, and experienced in handling even a person who introduced CRM to the world...
    Read full review

    In-Person Training

    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.
    Read full review

    Freshworks Inc

    No answers on this topic

    Online Training

    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.
    Read full review

    Freshworks Inc

    No answers on this topic

    Implementation Rating

    Freshworks Inc

    For the three years of using and implementing Freshdesk in the company, it has progressed massively. I can still remember that the features it had before are nothing compared to now. It has a lot of app integration which makes system communications effective and easier. Everything in the business now complements Freshdesk. The processes and workflows we have is the best fit with Freshdesk.
    Read full review

    Freshworks Inc

    No answers on this topic

    Alternatives Considered

    Freshworks Inc

    Freshdesk offers a free trial of 21 days and the onboarding is a very smooth process. It is comparatively cheaper than its competitors and the UX is far more simple than the other products in the market. Also, the customer support that we get post the purchase is brilliant and the available in-app integrations prove to be very efficient and helpful.
    Read full review

    Freshworks Inc

    Close.io has less features, costs more, and equally has an inside sales team focus, rather than being just as suitable for both inside and outside sales. Having said this, Close.io has important features and smart automations, a cleaner interface (easier for non-techs to use), and has very strong integrations using Zapier, plus SMS-based support. Where Freshsales won for us is that it ended up being nearly half the cost of Close.io, as well as included telephony support for our local country (Australia), whereas Close.io comes with USA/Canada numbers and requires the top pricing tier to include calls to other countries. We needed a telephony system that worked well for making and receiving from Australia. Freshsales won for us because their pricing is at a good point, had the telephony requirements we needed, and all the features that we required were good enough, or we found a workaround.
    Read full review

    Contract Terms and Pricing Model

    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.
    Read full review

    Freshworks Inc

    No answers on this topic

    Scalability

    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.
    Read full review

    Freshworks Inc

    No answers on this topic

    Return on Investment

    Freshworks Inc

    • Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles.
    • We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed.
    • Our resolution time and turnaround time have decreased dramatically.
    • We are able to easily keep track of our support performance.
    Read full review

    Freshworks Inc

    • It is too soon to make a determination on ROI, but I do think it will help me be more efficient.
    • The reporting functions help me stay on track of sales opportunities.
    • The task reminders help me accelerate how quickly deals come together.
    Read full review

    Screenshots

    Add comparison