What users are saying about
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Top Rated
240 Ratings

Freshdesk

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Top Rated
240 Ratings
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Score 8.4 out of 100
83 Ratings
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Score 8 out of 100

Likelihood to Recommend

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

Freshworks CRM (formerly Freshsales)

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
Freshworks CRM (formerly Freshsales)
Organize and prioritize service tickets
Freshdesk
9.0
Freshworks CRM (formerly Freshsales)
Expert directory
Freshdesk
8.4
Freshworks CRM (formerly Freshsales)
Subscription-based notifications
Freshdesk
8.4
Freshworks CRM (formerly Freshsales)
ITSM collaboration and documentation
Freshdesk
7.6
Freshworks CRM (formerly Freshsales)
Ticket creation and submission
Freshdesk
9.3
Freshworks CRM (formerly Freshsales)
Ticket response
Freshdesk
9.7
Freshworks CRM (formerly Freshsales)

Self Help Community

Freshdesk
8.3
Freshworks CRM (formerly Freshsales)
External knowledge base
Freshdesk
8.7
Freshworks CRM (formerly Freshsales)
Internal knowledge base
Freshdesk
7.9
Freshworks CRM (formerly Freshsales)

Multi-Channel Help

Freshdesk
7.4
Freshworks CRM (formerly Freshsales)
Customer portal
Freshdesk
8.4
Freshworks CRM (formerly Freshsales)
IVR
Freshdesk
3.0
Freshworks CRM (formerly Freshsales)
Social integration
Freshdesk
7.6
Freshworks CRM (formerly Freshsales)
Email support
Freshdesk
9.8
Freshworks CRM (formerly Freshsales)
Help Desk CRM integration
Freshdesk
8.3
Freshworks CRM (formerly Freshsales)

Sales Force Automation

Freshdesk
Freshworks CRM (formerly Freshsales)
8.3
Customer data management / contact management
Freshdesk
Freshworks CRM (formerly Freshsales)
8.7
Workflow management
Freshdesk
Freshworks CRM (formerly Freshsales)
8.6
Territory management
Freshdesk
Freshworks CRM (formerly Freshsales)
9.1
Opportunity management
Freshdesk
Freshworks CRM (formerly Freshsales)
8.4
Integration with email client (e.g., Outlook or Gmail)
Freshdesk
Freshworks CRM (formerly Freshsales)
8.2
Interaction tracking
Freshdesk
Freshworks CRM (formerly Freshsales)
8.4
Channel / partner relationship management
Freshdesk
Freshworks CRM (formerly Freshsales)
6.8

Marketing Automation

Freshdesk
Freshworks CRM (formerly Freshsales)
8.9
Lead management
Freshdesk
Freshworks CRM (formerly Freshsales)
9.1
Email marketing
Freshdesk
Freshworks CRM (formerly Freshsales)
8.7

CRM Project Management

Freshdesk
Freshworks CRM (formerly Freshsales)
8.6
Task management
Freshdesk
Freshworks CRM (formerly Freshsales)
8.6
Reporting
Freshdesk
Freshworks CRM (formerly Freshsales)
8.6

CRM Reporting & Analytics

Freshdesk
Freshworks CRM (formerly Freshsales)
8.6
Forecasting
Freshdesk
Freshworks CRM (formerly Freshsales)
8.4
Pipeline visualization
Freshdesk
Freshworks CRM (formerly Freshsales)
8.9
Customizable reports
Freshdesk
Freshworks CRM (formerly Freshsales)
8.5

Customization

Freshdesk
Freshworks CRM (formerly Freshsales)
8.5
Custom fields
Freshdesk
Freshworks CRM (formerly Freshsales)
8.6
Custom objects
Freshdesk
Freshworks CRM (formerly Freshsales)
8.7
API for custom integration
Freshdesk
Freshworks CRM (formerly Freshsales)
8.2

Security

Freshdesk
Freshworks CRM (formerly Freshsales)
8.7
Single sign-on capability
Freshdesk
Freshworks CRM (formerly Freshsales)
8.7
Role-based user permissions
Freshdesk
Freshworks CRM (formerly Freshsales)
8.6

Platform

Freshdesk
Freshworks CRM (formerly Freshsales)
9.1
Mobile access
Freshdesk
Freshworks CRM (formerly Freshsales)
9.1

Pros

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

Freshworks CRM (formerly Freshsales)

  • 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.
Brandon Howard | TrustRadius Reviewer

Cons

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

Freshworks CRM (formerly Freshsales)

  • 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
Anonymous | TrustRadius Reviewer

Likelihood to Renew

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

Freshworks CRM (formerly Freshsales)

No score
No answers yet
No answers on this topic

Usability

Freshdesk

Freshdesk 8.8
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

Freshworks CRM (formerly Freshsales)

Freshworks CRM (formerly Freshsales) 8.8
Based on 6 answers
It has all a Tech sales company would need. I did run into some issues with the setup and importing initially but the response time and help from the support team were unbelievable and accurate. I was able to solve most of the issues that made me switch from basic Excel and Zoho CRM.
Immanuel Chiplin Sam S | TrustRadius Reviewer

Support Rating

Freshdesk

Freshdesk 9.1
Based on 19 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

Freshworks CRM (formerly Freshsales)

Freshworks CRM (formerly Freshsales) 7.2
Based on 5 answers
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...
Immanuel Chiplin Sam S | TrustRadius Reviewer

Implementation Rating

Freshdesk

Freshdesk 10.0
Based on 2 answers
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Freshworks CRM (formerly Freshsales)

No score
No answers yet
No answers on this topic

Alternatives Considered

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

Freshworks CRM (formerly Freshsales)

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.
Anonymous | TrustRadius Reviewer

Return on Investment

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

Freshworks CRM (formerly Freshsales)

  • 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.
Dan Styklunas | TrustRadius Reviewer

Screenshots

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$15.002
Garden$35.002
Estate$49.002
Forest$99.002
Estate Omnichannel$79.002
Forest Omnichannel$139.002
  1. none
  2. Per Agent/Per Month (billed annually)
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19.00, $45.00, $69.00 and $125.00 if billed monthly. The 21-day free trial covers all features at the Estate plan.

Freshworks CRM (formerly Freshsales)

General

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

Freshworks CRM (formerly Freshsales) Editions & Modules

Edition
Customer-for-Life Cloud - Growth$29.001
Customer-for-Life Cloud - Pro$69.001
Customer-for-Life Cloud - Enterprise$125.001
Sales Cloud - Growth$29.001
Sales Cloud - Pro$59.001
Sales Cloud - Enterprise$99.001
Marketing Cloud - Growth$19.001
Marketing Cloud - Pro$59.001
Marketing Cloud - Enterprise$99.001
  1. per user per month, billed annually
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
Freshworks CRM (formerly Freshsales)
8.5

Likelihood to Renew

Freshdesk
10.0
Freshworks CRM (formerly Freshsales)

Usability

Freshdesk
8.8
Freshworks CRM (formerly Freshsales)
8.8

Support Rating

Freshdesk
9.1
Freshworks CRM (formerly Freshsales)
7.2

Implementation Rating

Freshdesk
10.0
Freshworks CRM (formerly Freshsales)

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