What users are saying about
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Top Rated
240 Ratings
3 Ratings

Freshdesk

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Top Rated
240 Ratings
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Score 8.4 out of 100
3 Ratings
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Score 4.9 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

Oncontact

Oncontact is an excellent software/service, and it covers a tremendous breadth of usage scenarios. The customization means that customers can adapt it as they see fit. About the only place where I don't see it as a great fit is in minimal implementations. A lot is going on, and using it for small tasks isn't the best use of the software.
Michael Palecek | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Sales Force Automation

Freshdesk
Oncontact
5.1
Customer data management / contact management
Freshdesk
Oncontact
4.9
Workflow management
Freshdesk
Oncontact
4.4
Territory management
Freshdesk
Oncontact
4.9
Opportunity management
Freshdesk
Oncontact
5.4
Integration with email client (e.g., Outlook or Gmail)
Freshdesk
Oncontact
9.0
Contract management
Freshdesk
Oncontact
3.9
Quote & order management
Freshdesk
Oncontact
3.9
Interaction tracking
Freshdesk
Oncontact
4.4
Channel / partner relationship management
Freshdesk
Oncontact
4.9

Customer Service & Support

Freshdesk
Oncontact
3.6
Case management
Freshdesk
Oncontact
5.4
Call center management
Freshdesk
Oncontact
4.4
Help desk management
Freshdesk
Oncontact
1.0

Marketing Automation

Freshdesk
Oncontact
8.5
Lead management
Freshdesk
Oncontact
8.0
Email marketing
Freshdesk
Oncontact
9.0

CRM Project Management

Freshdesk
Oncontact
9.0
Task management
Freshdesk
Oncontact
9.0
Reporting
Freshdesk
Oncontact
9.0

CRM Reporting & Analytics

Freshdesk
Oncontact
8.7
Forecasting
Freshdesk
Oncontact
9.0
Pipeline visualization
Freshdesk
Oncontact
8.0
Customizable reports
Freshdesk
Oncontact
9.0

Customization

Freshdesk
Oncontact
4.9
Custom fields
Freshdesk
Oncontact
4.4
Custom objects
Freshdesk
Oncontact
4.4
Scripting environment
Freshdesk
Oncontact
3.9
API for custom integration
Freshdesk
Oncontact
7.0

Security

Freshdesk
Oncontact
10.0
Single sign-on capability
Freshdesk
Oncontact
10.0
Role-based user permissions
Freshdesk
Oncontact
10.0

Social CRM

Freshdesk
Oncontact
7.0
Social data
Freshdesk
Oncontact
7.0
Social engagement
Freshdesk
Oncontact
7.0

Integrations with 3rd-party Software

Freshdesk
Oncontact
7.0
Marketing automation
Freshdesk
Oncontact
7.0

Platform

Freshdesk
Oncontact
8.0
Mobile access
Freshdesk
Oncontact
8.0

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

Oncontact

  • Company Name
  • Contacts
Deb Crosby | 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

Oncontact

  • Customization could be easier. Just about anything is possible, but the learning curve is steep.
  • More focus on mass loading
Michael Palecek | 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

Oncontact

Oncontact 10.0
Based on 1 answer
The company has been using Oncontact for some time now. Many of the business processes require the use of a CRM software package. It helps solve some pretty serious problems, and overall the cost is very justified. Also, the developer is very good at keeping it up to date and introducing new functionality.
Michael Palecek | 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

Oncontact

No score
No answers yet
No answers on this topic

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

Oncontact

No score
No answers yet
No answers on this topic

Implementation Rating

Freshdesk

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

Oncontact

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

Oncontact

  • Oncontact provided many, but not all of the features of Salesforce.com. However, the complexity and cost involved in Salesforce.com was an overriding factor for us to use Oncontact. Not just the initial and licensing fee, but it seemed that just about everything we wanted to do involved consultants or more work or licensing. Oncontact was easier to implement out of the box, even when we did need to make customizations.
  • We looked at Microsoft 365 Business, and while it was comparable in price for the initial cost, the integration with our other software systems was not built-in, so we did not pursue it very much.
Michael Palecek | 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

Oncontact

  • Don't know, I only use occasionally
Deb Crosby | 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.

Oncontact

General

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

Oncontact Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
Oncontact
4.9

Likelihood to Renew

Freshdesk
10.0
Oncontact
10.0

Usability

Freshdesk
8.8
Oncontact

Support Rating

Freshdesk
9.1
Oncontact

Implementation Rating

Freshdesk
10.0
Oncontact

Add comparison