What users are saying about
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Top Rated
240 Ratings
Top Rated
47 Ratings

Freshdesk

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Top Rated
240 Ratings
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Score 8.4 out of 100
Top Rated
47 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

Kustomer

Kustomer is great for small and large teams. It has the flexibility to create routing and queues for additional segmentation of workflow, which is great for splitting the workload among reps. If you have a lot of systems that your reps need to use, this is a great option since it pulls them all together in one place.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
Kustomer
8.5
Organize and prioritize service tickets
Freshdesk
9.0
Kustomer
8.6
Expert directory
Freshdesk
8.4
Kustomer
8.3
Subscription-based notifications
Freshdesk
8.4
Kustomer
8.5
ITSM collaboration and documentation
Freshdesk
7.6
Kustomer
8.0
Ticket creation and submission
Freshdesk
9.3
Kustomer
8.7
Ticket response
Freshdesk
9.7
Kustomer
8.9

Self Help Community

Freshdesk
8.3
Kustomer
7.8
External knowledge base
Freshdesk
8.7
Kustomer
7.7
Internal knowledge base
Freshdesk
7.9
Kustomer
7.8

Multi-Channel Help

Freshdesk
7.4
Kustomer
8.5
Customer portal
Freshdesk
8.4
Kustomer
8.6
IVR
Freshdesk
3.0
Kustomer
8.3
Social integration
Freshdesk
7.6
Kustomer
8.0
Email support
Freshdesk
9.8
Kustomer
9.0
Help Desk CRM integration
Freshdesk
8.3
Kustomer
8.9

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

Kustomer

  • All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
  • The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
  • We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.
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

Kustomer

  • Small chat window--maybe the ability to chat in real-time with the person who received your ticket would help.
  • Different teams could have differently colored notes.
  • The notification bell could be a bit bigger. It's hard to keep track sometimes, when a lot of notes pile on.
Hailey Miller | 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

Kustomer

Kustomer 7.8
Based on 2 answers
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
Anonymous | TrustRadius Reviewer

Usability

Freshdesk

Freshdesk 8.7
Based on 18 answers
Freshdesk has a very well designed interface across platforms and uses space well. The desktop interface is not just a reskinned app interface, and vice versa. Space is used well, not letterboxing the page on a wide desktop screen or wasting space. It's easy to learn and quick to get going on.
Anonymous | TrustRadius Reviewer

Kustomer

Kustomer 8.6
Based on 3 answers
Because I think that Kustomer gave us too many options and goodness during the work, it is the best platform I have ever experienced , it is a more professional tool than the others.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Freshdesk

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 9.1
Based on 2 answers
I gave it a 10 rating because it is very helpful and the availability is there when needed. I have never had issues with application errors or unplanned outages so far.
Anonymous | TrustRadius Reviewer

Performance

Freshdesk

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 6.1
Based on 2 answers
Kustomer Performances need improvement. The pages do load very slowly but that might be because of the information they carry. If Kustomer integrates with other software or systems it does slow the performance. They need to find a solution to this.
Anonymous | TrustRadius Reviewer

Support Rating

Freshdesk

Freshdesk 9.0
Based on 21 answers
Freshdesk support, while not nationally based, has been quick to answer any queries or to assist in the setup/explanation should something not be working the way it should. Usual responses to email inquiries are in 24 hours, while their chat is normally available during business hours (more complex inquiries may require a delay and email response from engineers versus the chat rep)
Anonymous | TrustRadius Reviewer

Kustomer

Kustomer 9.0
Based on 11 answers
I think that it has been good. I am not the primary one in contact with Kustomer support. I know that we have experienced technical issues at different points, which has been frustrating, but in my experience, each problem has been quickly resolved. Working in a fast-paced environment, even fairly minor outages have a big impact, and this has happened to us a few times since using Kustomer.
Charlotte Reiter | TrustRadius Reviewer

In-Person Training

Freshdesk

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 7.4
Based on 2 answers
Because they are very hands-on in training us and very approachable
Anonymous | TrustRadius Reviewer

Online Training

Freshdesk

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 8.2
Based on 2 answers
The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
Anonymous | TrustRadius Reviewer

Implementation Rating

Freshdesk

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

Kustomer

Kustomer 7.8
Based on 2 answers
Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Freshdesk

Freshdesk has a cleaner and more intuitive interface, and we also found support to be more responsive with a much quicker turnaround on quick questions and issues. Although we have found reporting shortfalls with Freshdesk, it is vastly better than its competitors, which is one of the main reasons we switched.
Anonymous | TrustRadius Reviewer

Kustomer

The sales rep did a great job of making us feel heard and instilling trust. We felt that we would be valued as a client instead of just one of thousands, and a small company at that. When we signed they promised and delivered on an additional channel that they hadn't previously supported (toll-free MMS). The product just made sense and was innovative, which definitely gave them an edge.
Meagan McKinnon | TrustRadius Reviewer

Scalability

Freshdesk

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 9.1
Based on 1 answer
Because customer is flexible and scalable
Anonymous | TrustRadius Reviewer

Return on Investment

Freshdesk

  • One positive impact it has had was that it has helped productivity from the IT user standpoint, since it's been easy to use/intuitive, and there is not really a need to consult the documentation.
  • Another positive impact is that it has helped with the organization of requests, since there is one central place for all user requests to be submitted to, and each IT technician can work on individual requests and keep track of those requests, in an organized manner.
  • The negative it has had is it doesn't do as much as some other helpdesk systems on the market today, meaning things like asset tracking, inventorying, etc. This is still not a complete service desk solution, so organizations may have to run multiple programs if they are looking for additional features.
Anonymous | TrustRadius Reviewer

Kustomer

  • We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
  • Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.
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

Starting Price

$15 per month

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.

Kustomer

General

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

Starting Price

$89 per month per user

Kustomer Editions & Modules

Edition
Enterprise$891
Ultimate$1391
  1. per month, per user
Additional Pricing Details
All plans require an annual subscription and 8 users minimum.

Rating Summary

Likelihood to Recommend

Freshdesk
8.5
Kustomer
7.9

Likelihood to Renew

Freshdesk
10.0
Kustomer
7.8

Usability

Freshdesk
8.7
Kustomer
8.6

Reliability and Availability

Freshdesk
Kustomer
9.1

Performance

Freshdesk
Kustomer
6.1

Support Rating

Freshdesk
9.0
Kustomer
9.0

In-Person Training

Freshdesk
Kustomer
7.4

Online Training

Freshdesk
Kustomer
8.2

Implementation Rating

Freshdesk
10.0
Kustomer
7.8

Scalability

Freshdesk
Kustomer
9.1

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