What users are saying about
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Top Rated
351 Ratings
22 Ratings

Freshdesk

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Top Rated
351 Ratings
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Score 8.5 out of 100
22 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    Incident and problem management

    8.4

    Freshdesk

    84%

    Vincere

    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%

    Vincere

    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%

    Vincere

    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

    Recruiting / ATS

    Freshdesk

    Feature Set Not Supported
    N/A
    8.1

    Vincere

    81%
    Vincere ranks higher in 15/15 features

    Job Requisition Management

    N/A
    0 Ratings
    8.1
    81%
    16 Ratings

    Company Website Posting

    N/A
    0 Ratings
    8.3
    83%
    16 Ratings

    Publish to Social Media

    N/A
    0 Ratings
    7.5
    75%
    15 Ratings

    Job Search Site Posting

    N/A
    0 Ratings
    8.9
    89%
    15 Ratings

    Customized Application Form

    N/A
    0 Ratings
    8.7
    87%
    10 Ratings

    Resume Management

    N/A
    0 Ratings
    7.7
    77%
    15 Ratings

    Duplicate Candidate Prevention

    N/A
    0 Ratings
    7.9
    79%
    16 Ratings

    Candidate Search

    N/A
    0 Ratings
    8.1
    81%
    18 Ratings

    Applicant Tracking

    N/A
    0 Ratings
    8.6
    86%
    17 Ratings

    Collaboration

    N/A
    0 Ratings
    8.3
    83%
    15 Ratings

    Task Creation and Delegation

    N/A
    0 Ratings
    8.1
    81%
    16 Ratings

    Email Templates

    N/A
    0 Ratings
    8.1
    81%
    17 Ratings

    User Permissions

    N/A
    0 Ratings
    7.6
    76%
    16 Ratings

    Notifications and Alerts

    N/A
    0 Ratings
    7.7
    77%
    16 Ratings

    Reporting

    N/A
    0 Ratings
    8.2
    82%
    17 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
    8.3

    Vincere

    83%
    18 Ratings

    Likelihood to Renew

    7.5

    Freshdesk

    75%
    8 Ratings

    Vincere

    N/A
    0 Ratings

    Usability

    8.6

    Freshdesk

    86%
    29 Ratings
    8.3

    Vincere

    83%
    12 Ratings

    Availability

    9.2

    Freshdesk

    92%
    2 Ratings

    Vincere

    N/A
    0 Ratings

    Performance

    7.3

    Freshdesk

    73%
    2 Ratings

    Vincere

    N/A
    0 Ratings

    Support Rating

    8.7

    Freshdesk

    87%
    32 Ratings
    8.5

    Vincere

    85%
    11 Ratings

    In-Person Training

    8.2

    Freshdesk

    82%
    1 Rating

    Vincere

    N/A
    0 Ratings

    Online Training

    7.3

    Freshdesk

    73%
    1 Rating

    Vincere

    N/A
    0 Ratings

    Implementation Rating

    8.7

    Freshdesk

    87%
    60 Ratings

    Vincere

    N/A
    0 Ratings

    Configurability

    9.2

    Freshdesk

    92%
    4 Ratings

    Vincere

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    9.2

    Freshdesk

    92%
    2 Ratings

    Vincere

    N/A
    0 Ratings

    Ease of integration

    8.2

    Freshdesk

    82%
    2 Ratings

    Vincere

    N/A
    0 Ratings

    Product Scalability

    9.2

    Freshdesk

    92%
    2 Ratings

    Vincere

    N/A
    0 Ratings

    Vendor post-sale

    8.2

    Freshdesk

    82%
    2 Ratings

    Vincere

    N/A
    0 Ratings

    Vendor pre-sale

    7.3

    Freshdesk

    73%
    2 Ratings

    Vincere

    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

    HRBoss

    This has been such a fantastic experience for our company, I'd recommend Vincere in a heartbeat. Fantastic service with a team who seem like they genuinely just want to help - they really seemed to care about getting us happy with their product, especially when helping us finish the data import from our old system.

    I'd say it would be a good fit for a large recruitment company as the dashboards and reporting is very good. However, the low price also makes it a good option for start-ups or cost conscious firms.
    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

    HRBoss

    • Alex (on the help desk) is amazing when it comes to helping me when I don't know how to process things on the system; she knows exactly what I need to understand what she is trying to explain and even does a quick video for me which helps a lot and saves me time.
    • CV integration is great and saves me a lot on having to write a candidate's CV from scratch or copying and pasting.
    • The live list to clients and how it allows the client to interact with you and inside their own organization. It also looks more professional, the way it is sent to the client, than just a generic email.
    • I love the reporting system and how it keeps you on your toes, as you can see where you are as in stats and how much you need to bring in still. For managers and owners, the reporting functions are great. As long as your staff are capturing all the info into the system your reports will pretty much be 100% accurate. The best thing is you can pull a report to let you know exactly which data isn't being put into they system by which staff and you can then follow up with them.
    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

    HRBoss

    • Full of bugs.
    • The same data points are quoted differently across the product.
    • Removing data when you wish to leave has been a real challenge. Limited capability in the product itself and a slow to respond support team.
    • Support is poor in general.
    • Every new release provides more complexity that adds no value and compounds the many bugs in the product further.
    • Even as part of a GDPR request we found it difficult to get our data from the company, we were also charged for the privilege.
    • Support is slow and unwilling to admit where fundamental problems exist in the product. If they respond it's with a workaround rather than a fix.
    • Lots of corny comments about billing, making money, "license to Bill" are communicated from the company and in the product. Not everyone in this sector is driven by money some of us want to provide a quality service, the money is an outcome of a good job not the starting point.
    • The sales process consisted of basically lots of window dressing about the product, we were tied to 3 years and then found out most of the features we purchased the product for don't work and many still don't work nearly 3 years later.
    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

    Vincere

    Starting Price

    Editions & Modules

    Vincere editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional

      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

      HRBoss

      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

      HRBoss

      The slow load times, buggy performance, and constant need to use workarounds make it a hugely frustrating offering, as basic as a candidate search requires the exact details to be entered or it cannot find the record in question. We struggled to get our data off their platform which should raise a very real warning for any customers who wants to leave, we were also tied into a lengthy contract, in hindsight, I should have realised the fact they felt the need to tie us in for so long suggests the product alone would not make us want to stay.
      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

      HRBoss

      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

      HRBoss

      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

      HRBoss

      It is made clear that they do not care. We were even told in a call that we were not a 'big enough client' for them to 'spend time and money' fixing an issue- something that should already work for our system!
      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

      HRBoss

      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

      HRBoss

      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

      HRBoss

      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

      HRBoss

      We came very close to signing with Bullhorn. To be fair it looks like a good system but we've heard stories from contacts of ours who have been burned by them. Also, we dealt with about 4 different salespeople during the sales cycle which didn't sit well with me. After being on our previous system for so many years we wanted to make the right choice. We also looked at Jobscience and Talent Rover but the quotations came back too high. Plus, I've used Salesforce.com before and didn't have a great experience. We were quite nervous about signing with a company that we'd never heard of - Vincere- but we felt in capable hands with the team there. It's been a really positive experience.
      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

      HRBoss

      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

      HRBoss

      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

      HRBoss

      • Candidates are lost in the pipeline. With so many candidates, they are forgotten in the system.
      • Notification system leaves us asking each other if something has been done.
      • There is no automation in it. It's like putting papers in a shoebox and digging them all out with the 'incredible' search system.
      • They call 3 times a week to ask if everything is OK. It is not okay to ask users what they want and release it 3 months later.
      Read full review

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