What users are saying about
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Top Rated
237 Ratings
122 Ratings

Freshdesk

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Top Rated
237 Ratings
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Score 8.4 out of 100
122 Ratings
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Score 7.4 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

NetSuite CRM

NetSuite [CRM] is a fantastic platform where the merging of a CRM and ERP system is desired. This allows you to track orders, bookings and shipments to have a complete birds eye view of your pipeline and sales processes. The Marketing capability is also there with full capability for mass email campaigns and tracking of those who opened, clicked or unsubscribed.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Freshdesk
8.3
NetSuite CRM
External knowledge base
Freshdesk
8.7
NetSuite CRM
Internal knowledge base
Freshdesk
7.9
NetSuite CRM

Multi-Channel Help

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

Sales Force Automation

Freshdesk
NetSuite CRM
7.6
Customer data management / contact management
Freshdesk
NetSuite CRM
8.7
Workflow management
Freshdesk
NetSuite CRM
8.3
Territory management
Freshdesk
NetSuite CRM
7.5
Opportunity management
Freshdesk
NetSuite CRM
6.7
Integration with email client (e.g., Outlook or Gmail)
Freshdesk
NetSuite CRM
6.1
Contract management
Freshdesk
NetSuite CRM
6.7
Quote & order management
Freshdesk
NetSuite CRM
8.5
Interaction tracking
Freshdesk
NetSuite CRM
8.0
Channel / partner relationship management
Freshdesk
NetSuite CRM
7.8

Customer Service & Support

Freshdesk
NetSuite CRM
7.5
Case management
Freshdesk
NetSuite CRM
8.1
Call center management
Freshdesk
NetSuite CRM
7.0
Help desk management
Freshdesk
NetSuite CRM
7.6

Marketing Automation

Freshdesk
NetSuite CRM
7.8
Lead management
Freshdesk
NetSuite CRM
8.0
Email marketing
Freshdesk
NetSuite CRM
7.6

CRM Project Management

Freshdesk
NetSuite CRM
8.3
Task management
Freshdesk
NetSuite CRM
7.1
Billing and invoicing management
Freshdesk
NetSuite CRM
8.6
Reporting
Freshdesk
NetSuite CRM
9.4

CRM Reporting & Analytics

Freshdesk
NetSuite CRM
7.9
Forecasting
Freshdesk
NetSuite CRM
8.3
Pipeline visualization
Freshdesk
NetSuite CRM
7.0
Customizable reports
Freshdesk
NetSuite CRM
8.3

Customization

Freshdesk
NetSuite CRM
8.2
Custom fields
Freshdesk
NetSuite CRM
8.7
Custom objects
Freshdesk
NetSuite CRM
8.7
Scripting environment
Freshdesk
NetSuite CRM
8.0
API for custom integration
Freshdesk
NetSuite CRM
7.4

Security

Freshdesk
NetSuite CRM
8.2
Single sign-on capability
Freshdesk
NetSuite CRM
7.5
Role-based user permissions
Freshdesk
NetSuite CRM
8.8

Social CRM

Freshdesk
NetSuite CRM
7.0
Social data
Freshdesk
NetSuite CRM
6.7
Social engagement
Freshdesk
NetSuite CRM
7.3

Integrations with 3rd-party Software

Freshdesk
NetSuite CRM
7.4
Marketing automation
Freshdesk
NetSuite CRM
7.4
Compensation management
Freshdesk
NetSuite CRM
7.4

Platform

Freshdesk
NetSuite CRM
6.3
Mobile access
Freshdesk
NetSuite CRM
6.3

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

NetSuite CRM

  • It has a great UI for ERP and provides in-depth reporting and budget planning. NetSuite allows alot of flexibility to build the system out to how your company does business. Our accounting department really likes the Adaptive Planning module as well, as they can provide and quickly turn around presentation-worthy reports.
  • Due to the robust features and functionality of NetSuite, it is easy to customize and put workflows and formulas into practice when necessary to create efficiencies.
  • NetSuite provides the full solution to a business, by tying all systems together for one source of the truth.
Stephanie Locke | 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

NetSuite CRM

  • NetSuite is very good at customization, but sometimes it's hard to make the right customization that we need for particular situations
  • NetSuite likes to change the layout without notifying it's users, so you might go home one day, and come back the next day to the office and have to do some searching to find what you're looking for in NetSuite.
  • If you have an issue with NetSuite, it's really difficult to understand the technical support staff as they're from India and don't speak clear English.
Paul Mills | 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

NetSuite CRM

NetSuite CRM 6.5
Based on 10 answers
Our company is looking for more advanced ecommerce and internet marketing features that are not currently present in NetSuite. We feel there are too many additional costs to NetSuite to make it "our own" and understand at the same time that no software is perfect out of the box. Not having complete control of our customer data worries us, and the slowness or "lag" in the shopping cart is effecting our checkout flow. For the investment, we would not recommend businesses of our size to migrate to NetSuite but rather build in house.
Anonymous | TrustRadius Reviewer

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

NetSuite CRM

NetSuite CRM 7.5
Based on 5 answers
I am not involved with a lot of the reports and additional functions NetSuite CRM provides, I am more familiar with the day to day use when placing orders and preforming customer tasks. Day to day functions are amazing and easy to navigate.
Chrissie Nelms | 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

NetSuite CRM

NetSuite CRM 7.7
Based on 8 answers
For simple issues (that can be answered by reading the documentation) NetSuite support seems to have a good ability to resolve our issues. Unfortunately, anything beyond that ability requires escalation into the black hole of their Tier II / Tier III Support.
Anonymous | TrustRadius Reviewer

Online Training

Freshdesk

No score
No answers yet
No answers on this topic

NetSuite CRM

NetSuite CRM 6.7
Based on 2 answers
Netsuite has comprehensive features, allow full customization plus KPI performance matrix. Over the years we have logged more than 15000 cases.
Paul Yeh | TrustRadius Reviewer

Implementation Rating

Freshdesk

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

NetSuite CRM

NetSuite CRM 5.9
Based on 9 answers
The implementation was very poor and very costly. In the end we had to reconfigure mostly everything over the next year to get it working in a desirable fashion.
Anonymous | TrustRadius Reviewer

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

NetSuite CRM

This year 2015 we will be looking for a new product like Magento. We are still exploring the idea also if we are going to be building our own system or have a consultant to work with us
Anonymous | 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

NetSuite CRM

  • Support can see what services is doing and vice versa. Finance can see both too.
  • Support can provide leads to sales when a power user leaves a current customer and joins the team at a lead.
  • We can see NPS and CSat near time on the account which has increased our ability to mitigate at-risk accounts and increase retention
Jeremy Stephens | 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.

NetSuite CRM

General

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

NetSuite CRM Editions & Modules

Edition
Netsuite$999.001
  1. per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
NetSuite CRM
7.8

Likelihood to Renew

Freshdesk
10.0
NetSuite CRM
6.5

Usability

Freshdesk
8.8
NetSuite CRM
7.5

Support Rating

Freshdesk
9.1
NetSuite CRM
7.7

Online Training

Freshdesk
NetSuite CRM
6.7

Implementation Rating

Freshdesk
10.0
NetSuite CRM
5.9

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