Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk
Score 8.5 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 2 agents
HaloPSA
Score 9.0 out of 10
Enterprise companies (1,001+ employees)
HaloPSA is a solution designed for MSP's and service providers. With HaloPSA out-of-the-box functionality, the solution aims to provide businesses a Cloud platform that enables users to modernise customer experience and automate service. An integrated PSA platform, it includes features such as time-tracking and billing, advanced reporting, asset management, remote access, integrations, and automation tools. Aligned to the user's requirements and boasting an intuitive UI, users…
$35
per month per user
Pricing
FreshdeskHaloPSA
Editions & Modules
Free
$0
Up to 2 agents
Growth
$15
per month (billed annually) per agent
Pro
$49
per month (billed annually) per agent
Enterprise
$79
per month (billed annually) per agent
All-inclusive PSA Software
$35
per month per user
All-inclusive PSA Software
$35
per month per user
Offerings
Pricing Offerings
FreshdeskHaloPSA
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional Details15% discount for all charities, educational institutions and non-profit organisations.
More Pricing Information
Community Pulse
FreshdeskHaloPSA
Features
FreshdeskHaloPSA
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk
8.6
187 Ratings
5% above category average
HaloPSA
-
Ratings
Organize and prioritize service tickets9.2183 Ratings00 Ratings
Expert directory8.0123 Ratings00 Ratings
Subscription-based notifications8.43 Ratings00 Ratings
ITSM collaboration and documentation7.64 Ratings00 Ratings
Ticket creation and submission9.3183 Ratings00 Ratings
Ticket response9.1183 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk
8.4
168 Ratings
5% above category average
HaloPSA
-
Ratings
External knowledge base8.5152 Ratings00 Ratings
Internal knowledge base8.2157 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk
8.7
177 Ratings
9% above category average
HaloPSA
-
Ratings
Customer portal8.7151 Ratings00 Ratings
IVR8.755 Ratings00 Ratings
Social integration8.495 Ratings00 Ratings
Email support9.1176 Ratings00 Ratings
Help Desk CRM integration8.6112 Ratings00 Ratings
Best Alternatives
FreshdeskHaloPSA
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Teamwork.com
Teamwork.com
Score 8.9 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Teamwork.com
Teamwork.com
Score 8.9 out of 10
Enterprises
SysAid
SysAid
Score 8.9 out of 10
Planview AdaptiveWork
Planview AdaptiveWork
Score 7.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshdeskHaloPSA
Likelihood to Recommend
8.7
(254 ratings)
9.0
(4 ratings)
Likelihood to Renew
9.8
(22 ratings)
-
(0 ratings)
Usability
9.8
(42 ratings)
-
(0 ratings)
Availability
7.7
(6 ratings)
-
(0 ratings)
Performance
8.0
(6 ratings)
-
(0 ratings)
Support Rating
9.7
(40 ratings)
-
(0 ratings)
In-Person Training
10.0
(2 ratings)
-
(0 ratings)
Online Training
9.9
(3 ratings)
-
(0 ratings)
Implementation Rating
8.8
(184 ratings)
-
(0 ratings)
Configurability
6.6
(7 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
6.6
(4 ratings)
-
(0 ratings)
Ease of integration
7.5
(5 ratings)
-
(0 ratings)
Product Scalability
5.8
(5 ratings)
-
(0 ratings)
Professional Services
6.4
(1 ratings)
-
(0 ratings)
Vendor post-sale
6.9
(4 ratings)
-
(0 ratings)
Vendor pre-sale
6.9
(4 ratings)
-
(0 ratings)
User Testimonials
FreshdeskHaloPSA
Likelihood to Recommend
Freshworks Inc
I recommend Freshdesk for people who need to handle a large volume of inquiries through tickets and follow-ups. This platform provides tools that will improve problem-solving efficiency, ensuring customers are satisfied with the speed with which their issues are resolved. Overall, it will optimize customer service support operations and the resolution of their problems.
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Halo Service Solutions
Having been in IT for 10+ years and used so many different PSA platforms, I must say working with HaloPSA has been simply amazing. Straight out of the box, it's fast. It's feature-rich. It's easy to set up the basics, and the onboarding team was amazing. The onboarding team actually spends time with you, human on human, walking you through the setup and getting it working how you want. No one else does that included. Yeah, sure, you can pay CW and the other huge amounts of money, and they sort of help you, but HaloPSA helps you from the start; it seems they realise if they help set it up correctly in the first place, it reduces support calls. We can run our business from day one - very customer-centric. We have been using HaloPSA for a year now, and there is still plenty to learn and develop on the platform, but every week we are learning new things that we can do. The support team is great; they are humans who understand the issues we face, so they get things working fast. We have suggested some missing features to the dev team, and so far, they have implemented all of them - WOW. Don't get me wrong, as with all platforms, HaloPSA is not perfect. It's young, but it's maturing fast, very fast, and they are getting integrations built with the major players in the IT industry, which is fantastic. Yes, a few times, the link to Xero broke, which was annoying, but unlike the platforms we used in the past, the support team spoke to us and told us what the problem was and got it fixed, so you can't ask for more than that. Their growth has been fantastic to see, but again this has meant a bit of change around with account managers, support personnel, etc., but everyone they bring on is just as good as the last. All in all, migrating to HaloPSA was the best software/platform decision I have made in our business since I began the business. I would recommend HaloPSA to any IT business. Well done, Team HALO. Keep up the awesome work.
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Pros
Freshworks Inc
  • The price is great for small startups just large enough to need a support ticketing system.
  • This may seem minor, but many tools don't have this: the ability to link a contact to multiple companies/accounts.
  • Agent collision detection is great for making sure agents don't duplicate each others' work!
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Halo Service Solutions
  • Workflows
  • Stock Control
  • Quoting
Read full review
Cons
Freshworks Inc
  • Data Security.
  • SLA Policies where it is not customer / contract driven but agents / groups driven.
  • Audit Trail is not available in Pro version makes the tool adoption difficult from compliance perspective.
  • Chat Bot and Fresh Chat Services has greater potential to explode, but the pricing model tagged to chat bot sessions .are illogical as it limits the ability to use the fresh chat feature
  • Agent Logon Screen use earlier version of Captcha as it is annoying for the agents to login. Very frustrating experience.
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Halo Service Solutions
  • Stock control
  • There are 3-4 different ways to do that same thing
  • Documentation
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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
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Halo Service Solutions
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!
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Halo Service Solutions
No answers on this topic
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.
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Halo Service Solutions
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.
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Halo Service Solutions
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.
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Halo Service Solutions
No answers on this topic
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.
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Halo Service Solutions
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.
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Halo Service Solutions
No answers on this topic
Implementation Rating
Freshworks Inc
Our team easily implemented Freshdesk, and as soon as we started, we were pros with it. In a matter of days, we had integrated signatures and canned responses. The biggest problem was the Help Center part, but after some time, that was also integrated. We did not know some features when we started, but that is normal.
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Halo Service Solutions
No answers on this topic
Alternatives Considered
Freshworks Inc
Freshdesk has a more modern and intuitive user interface, while Help Scout's interface is simpler and more minimalist.In case of features, Freshdesk offers a wider range of features, includes omnichannel support, AI powered automations, and advanced analytics. Help Scout is more focused on providing a simple and efficient ticketing system.
Read full review
Halo Service Solutions
We have used and tried several other PSA vendors and HaloPSA was our favorite by far. Many others were either much too overly complicated, clunky, slow to respond to issues, incomplete, or they simply failed to deliver on promises made, especially in terms of integrations.
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Contract Terms and Pricing Model
Freshworks Inc
I was not very involved with the purchase/contract (my company purchased Fresjdesk before I was brought on), but I will say that pricing per agent made it difficult to grow our support team. Additionally, we were kind of disappointed after our upgrade because it didn't solve our pain points as much as we expected.
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Halo Service Solutions
No answers on this topic
Scalability
Freshworks Inc
My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.
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Halo Service Solutions
No answers on this topic
Professional Services
Freshworks Inc
- good customer support
- personal contact
- usage limited to basic product features, individually designed solutions seem unlikely
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Halo Service Solutions
No answers on this topic
Return on Investment
Freshworks Inc
  • Increased response times - Client Success maintains at 98% SLA for resolution
  • Categorization of feedback and issues - custom ticket fields make it easier for us to review why clients contact us on a high level
  • Standardization of internal procedures via templates, canned responses and automations
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Halo Service Solutions
  • Improve our technicians efficiency
  • Helped improve asset recording
  • Knowledge base
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ScreenShots

HaloPSA Screenshots

Screenshot of Home PageScreenshot of Asset ManagementScreenshot of Dashboard