What users are saying about
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Top Rated
237 Ratings
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Top Rated
101 Ratings

Freshdesk

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Top Rated
237 Ratings
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Score 8.4 out of 100

Genesys DX (formerly Bold360)

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Top Rated
101 Ratings
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Score 8.7 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

Genesys DX (formerly Bold360)

The relationship building with the entire team at LMI from Sales, to the Account Manager to our Customer Relationship manager and their product Bold360 was excellent. They were always willing to listen to different ideas and try to make them work for us
Ace Corporation | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
Genesys DX (formerly Bold360)
Organize and prioritize service tickets
Freshdesk
9.0
Genesys DX (formerly Bold360)
Expert directory
Freshdesk
8.4
Genesys DX (formerly Bold360)
Subscription-based notifications
Freshdesk
8.4
Genesys DX (formerly Bold360)
ITSM collaboration and documentation
Freshdesk
7.6
Genesys DX (formerly Bold360)
Ticket creation and submission
Freshdesk
9.3
Genesys DX (formerly Bold360)
Ticket response
Freshdesk
9.7
Genesys DX (formerly Bold360)

Self Help Community

Freshdesk
8.3
Genesys DX (formerly Bold360)
External knowledge base
Freshdesk
8.7
Genesys DX (formerly Bold360)
Internal knowledge base
Freshdesk
7.9
Genesys DX (formerly Bold360)

Multi-Channel Help

Freshdesk
7.4
Genesys DX (formerly Bold360)
Customer portal
Freshdesk
8.4
Genesys DX (formerly Bold360)
IVR
Freshdesk
3.0
Genesys DX (formerly Bold360)
Social integration
Freshdesk
7.6
Genesys DX (formerly Bold360)
Email support
Freshdesk
9.8
Genesys DX (formerly Bold360)
Help Desk CRM integration
Freshdesk
8.3
Genesys DX (formerly Bold360)

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

Genesys DX (formerly Bold360)

  • We’ve built our environment to scale globally and currently leveraging the platform in U.S., LATAM, BRAZIL, APAC, and EMEA.
  • Email integration with Outlook has helped channel emails to agents by skill set.
  • The knowledgebase has shared global articles, which are auto-translated to our fans who engage our brands based on their questions.
  • I want to add kudos to the support received from our Customer Success Manager and Technical Account Manager.
Anonymous | 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

Genesys DX (formerly Bold360)

  • Reporting capabilities. I think the dashboard and reporting tool could contain more details in terms of what data is visible and available to the user/administrator.
  • Native mobile applications to provide added support.
  • Improving the beta testing program to use new features before understanding whether the update can be pushed out without causing issues with the end-user.
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

Genesys DX (formerly Bold360)

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

Genesys DX (formerly Bold360)

Genesys DX (formerly Bold360) 8.0
Based on 20 answers
Day-to-day use of Bold360 AI (chatbot) use (reviewing new questions, adding new responses, tagging, etc.) is fairly simple, but utilizing more advanced features and custom channeling, etc. typically require escalation to developers and may require additional costs if you want help to implement
Anonymous | 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

Genesys DX (formerly Bold360)

Genesys DX (formerly Bold360) 8.3
Based on 23 answers
Great customer support management provided by LogMeIn, which gives you a direct line with regular meetings with the company to make sure your implementation is a success. [The] account manager is always readily available as well for engagement. Opportunities though exist in a balance between professional services support and VIP support that can be improved upon more.
Anthony M. Pacitti II, MBA, MSIS | TrustRadius Reviewer

Implementation Rating

Freshdesk

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

Genesys DX (formerly Bold360)

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

Genesys DX (formerly Bold360)

I used LivePerson in my previous company. It was the same as BoldChat in terms of being a standalone chat application. But when I started using Bold360, for the very first time I felt I'd found a tool that made chat a really good channel for communications.
Pradeep Kumar | 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

Genesys DX (formerly Bold360)

  • Considerable saving on ticket deflection so return on investment
  • Saved on extra support engineer recruitment through self service
  • Enabled support engineers to concentrate on more complex customer issues as simple and semi-complex issues are generally dealt with through self service--so better quality of service for customers
Anonymous | TrustRadius Reviewer

Screenshots

Genesys DX (formerly Bold360)

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.

Genesys DX (formerly Bold360)

General

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

Genesys DX (formerly Bold360) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
Genesys DX (formerly Bold360)
8.2

Likelihood to Renew

Freshdesk
10.0
Genesys DX (formerly Bold360)

Usability

Freshdesk
8.8
Genesys DX (formerly Bold360)
8.0

Support Rating

Freshdesk
9.1
Genesys DX (formerly Bold360)
8.3

Implementation Rating

Freshdesk
10.0
Genesys DX (formerly Bold360)

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