Freshdesk (a product of Freshworks Inc.) is a customer service solution with enterprise capability. Freshdesk unifies channels, conversations, AI capabilities, customer insights, and advanced ticketing into the Freshdesk Command Center so agents are ready to resolve. With Freddy, People-first AI, customer service teams can take AI agents live in minutes to fully resolve complex and simple queries, get response and resolution assistance from AI copilot, and stay ahead with AI insights.…
$18
per month per user
Oracle APEX
Score 8.9 out of 10
N/A
Oracle APEX (or Oracle Application Express) is an online low-code application builder that allows users to develop a database-drive application, customize the application's UI, and then give their users access to the application via URL. Oracle APEX includes a suite of pre-built productivity applications and examples, such as a Survey Builder, Bug Tracking, P-Track project management, etc
I believe Freshdesk is well-suited for companies that manage multiple accounts, such as those in the Business Process Outsourcing industry. It has all the necessary capabilities, such as ticket management that uses omnichannel to receive ticket requests from service requests (managed internally) in the system, emails, etc. There are also several workflow automations that can be built within the platform/system. What is lacking is the API documentation, which limits the possibilities for further automations. Overall, it is a highly recommended tool for managing employee productivity and timeliness.
If you need to develop an application very quickly, without unnecessary lengthy specifications or business requirements, something you need right away, while utilizing all the capabilities of the Oracle database, APEX is the right choice. Thanks to the many components you use from the vast Oracle APEX library, working with this tool is exceptionally pleasant, fast, and effective.
No prior experience with similar platforms is required to use Freshdesk. I found its interface to be quite intuitive, at least for the end user.
It's easy to connect with other platforms, so you can sync and manage data from other platforms because the integrations work correctly.
Freshdesk's technical support is quite responsive, with short and effective response times. They have easily handled my questions and issues.
It has tools for customizing automated chats, answering frequently asked questions before transferring to an agent. Its configuration is extensive and highly customizable.
Can't think of any - the Application Express development team does a fantastic job adopting and supporting emerging trends with each new release.
Requires Oracle RDBMS; i.e., is not portable to other RDBMS platforms. On the surface this may seem like a con but it is as it should be - Oracle database is best RDBMS available and tight integration with Oracle RDBMS promotes creation of reliable performant apps.
New support agents can learn the system quickly, minimizing training time and maximizing productivity from day one. Agents are more willing to use a system that is simple, reducing resistance to change and ensuring all interactions are logged (a common problem with complex systems). The platform is known for being easy to set up and customize, allowing teams (especially smaller ones) to get started with minimal technical expertise.The platform makes it easy to set and monitor Service Level Agreements (SLAs), ensuring customers get timely responses and helping managers enforce performance standards.
I felt very comfortable using Oracle Application Express from the start. I designed my data model and quickly developed the basic CRUD pages for master tables. Then I designed the main functionality and was able to test and deploy it in a couple of days work. I will probably share the app with other members of the team and continue adding some features in the short term.
Freshdesk is extremely easy to use as implemented it on our own with average technical skills. A lot of the options are straightforward and Freshdesk provides easy-to-understand explanations for some of the more complex-sounding ones. We recently onboarded new specialists and they were able to learn Freshdesk with minimal training.
Oracle APEX is an ultra flexible, low code platform having a great easy of use, superior customization capabilities, scalable and provides a very good application and data security. It also has lot of AI capabilities as well as modern features such as GeoLocation maps, Automation capabilities, Workflow approval features and Mobile application capabilities using PWA like features.
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.
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.
Because I never worked with a company that responds so quickly to their customer! They are always fast at responding and very open to new ideas and quickly turning them around to include them in future releases. They walk us through when we need assistance and are very good at communicating. Overall top notch support
Very active and knowledgeable community support includes quick and helpful responses from the Oracle employees on the product development team. I've never had to raise an official support request - everything is dealt with via forums and user groups - or via direct emails. The supposrt commuinty is one of the great things about Apex.
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.
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.
Was a fairly quick implementation for us. However, we are only doing email integration and not some of the more complex integrations that are possible. One clarification on an earlier question. I selected that Freshdesk doesn't have a given feature, but this is not true. I selected this because there wasn't a selection for I don't use the feature. This is a weakness in the survey.
Using it on the cloud is really simple, the entire process of configuring and provisioning an Oracle Database takes only a few minutes (less than 10) and then Oracle APEX is already deployed on the database, so you just have to start using it. I would strongly recommend using APEX on Oracle Cloud Free Tier.
Compared to Crisp, Freshdesk offers much more organization and is just much more helpful when it comes to having more than one region/team. Not that Crisp is bad, but with Freshdesk, internal communication and collaboration are much easier, which was quite important for our team to grow.
Oracle APEX has delivered a strong positive ROI by significantly reducing development time, lowering costs, and improving operational efficiency through automation and real-time reporting. While there are some limitations around frontend flexibility and DevOps, the overall business value—especially in data-driven enterprise applications—has been substantial.
I was not very involved with the purchase/contract (my company purchased Fresjdesk before I was brought on), but I will say that pricing per agent made it difficult to grow our support team. Additionally, we were kind of disappointed after our upgrade because it didn't solve our pain points as much as we expected.
My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.
In the mid-size organization, we had a BI tool that had a significant license cost involved. With Oracle back-end we were able to switch to APEX and move all reporting at literally zero cost.
For Oracle PL/SQL users the learning curve is very quick and easy, there are ready templates that you can start with and eventually create complex reports.
You can track authorization and authentication on data editing and usage. High performance as it is native oracle sql codes.
Centralized data capturing, makes your datawarehouse writable for lookup tables or reference tables.
