What users are saying about
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Top Rated
237 Ratings
17 Ratings

Freshdesk

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Top Rated
237 Ratings
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Score 8.4 out of 100
17 Ratings
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Score 8.6 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

Vincere

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.
Harriet O'Connor | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
Vincere
Organize and prioritize service tickets
Freshdesk
9.0
Vincere
Expert directory
Freshdesk
8.4
Vincere
Subscription-based notifications
Freshdesk
8.4
Vincere
ITSM collaboration and documentation
Freshdesk
7.6
Vincere
Ticket creation and submission
Freshdesk
9.3
Vincere
Ticket response
Freshdesk
9.7
Vincere

Self Help Community

Freshdesk
8.3
Vincere
External knowledge base
Freshdesk
8.7
Vincere
Internal knowledge base
Freshdesk
7.9
Vincere

Multi-Channel Help

Freshdesk
7.4
Vincere
Customer portal
Freshdesk
8.4
Vincere
IVR
Freshdesk
3.0
Vincere
Social integration
Freshdesk
7.6
Vincere
Email support
Freshdesk
9.8
Vincere
Help Desk CRM integration
Freshdesk
8.3
Vincere

Recruiting / ATS

Freshdesk
Vincere
8.1
Job Requisition Management
Freshdesk
Vincere
7.7
Company Website Posting
Freshdesk
Vincere
8.6
Publish to Social Media
Freshdesk
Vincere
7.9
Job Search Site Posting
Freshdesk
Vincere
7.9
Customized Application Form
Freshdesk
Vincere
7.7
Resume Management
Freshdesk
Vincere
7.9
Duplicate Candidate Prevention
Freshdesk
Vincere
7.9
Candidate Search
Freshdesk
Vincere
8.1
Applicant Tracking
Freshdesk
Vincere
8.2
Collaboration
Freshdesk
Vincere
8.1
Task Creation and Delegation
Freshdesk
Vincere
8.1
Email Templates
Freshdesk
Vincere
8.2
User Permissions
Freshdesk
Vincere
8.9
Notifications and Alerts
Freshdesk
Vincere
8.9
Reporting
Freshdesk
Vincere
7.9

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

Vincere

  • 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.
Lee Jatho MRCSA | 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

Vincere

  • 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.
Mark Hurren | 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

Vincere

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

Vincere

Vincere 8.2
Based on 6 answers
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.
Mark Hurren | 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

Vincere

Vincere 9.8
Based on 5 answers
I mostly got Alex, and she was absolutely amazing and sometimes I would request for her to help me. The support at Vincere that I have received so far has been great!
Lee Jatho MRCSA | TrustRadius Reviewer

Implementation Rating

Freshdesk

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

Vincere

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

Vincere

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.
Sarah Tutty | 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

Vincere

  • 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.
Anonymous | 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.

Vincere

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Vincere Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
Vincere
8.4

Likelihood to Renew

Freshdesk
10.0
Vincere

Usability

Freshdesk
8.8
Vincere
8.2

Support Rating

Freshdesk
9.1
Vincere
9.8

Implementation Rating

Freshdesk
10.0
Vincere

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