What users are saying about
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Top Rated
350 Ratings
Top Rated
331 Ratings

Freshdesk

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Top Rated
350 Ratings
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Score 8.5 out of 100
Top Rated
331 Ratings
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Score 8.6 out of 100

Feature Set Ratings

  • Freshdesk ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

8.4

Freshdesk

84%
7.7

Salesforce Service Cloud

77%
Freshdesk ranks higher in 6/6 features

Organize and prioritize service tickets

8.7
87%
60 Ratings
8.5
85%
55 Ratings

Expert directory

7.8
78%
43 Ratings
7.1
71%
40 Ratings

Subscription-based notifications

8.4
84%
3 Ratings
7.1
71%
47 Ratings

ITSM collaboration and documentation

7.6
76%
4 Ratings
7.3
73%
42 Ratings

Ticket creation and submission

8.9
89%
61 Ratings
8.1
81%
56 Ratings

Ticket response

8.8
88%
61 Ratings
8.1
81%
55 Ratings

Self Help Community

8.1

Freshdesk

81%
7.2

Salesforce Service Cloud

72%
Freshdesk ranks higher in 2/2 features

External knowledge base

7.8
78%
52 Ratings
6.9
69%
46 Ratings

Internal knowledge base

8.4
84%
53 Ratings
7.5
75%
51 Ratings

Multi-Channel Help

8.2

Freshdesk

82%
8.0

Salesforce Service Cloud

80%
Freshdesk ranks higher in 3/5 features

Customer portal

8.4
84%
52 Ratings
7.7
77%
39 Ratings

IVR

8.2
82%
21 Ratings
7.6
76%
25 Ratings

Social integration

7.9
79%
37 Ratings
8.1
81%
34 Ratings

Email support

8.9
89%
60 Ratings
8.2
82%
56 Ratings

Help Desk CRM integration

7.6
76%
38 Ratings
8.2
82%
49 Ratings

Attribute Ratings

  • Freshdesk is rated higher in 4 areas: Likelihood to Recommend, Usability, Availability, Support Rating
  • Salesforce Service Cloud is rated higher in 3 areas: Likelihood to Renew, Performance, Online Training

Likelihood to Recommend

8.4

Freshdesk

84%
131 Ratings
8.3

Salesforce Service Cloud

83%
62 Ratings

Likelihood to Renew

7.5

Freshdesk

75%
8 Ratings
9.6

Salesforce Service Cloud

96%
4 Ratings

Usability

8.6

Freshdesk

86%
29 Ratings
8.4

Salesforce Service Cloud

84%
11 Ratings

Availability

9.2

Freshdesk

92%
2 Ratings
8.7

Salesforce Service Cloud

87%
7 Ratings

Performance

7.3

Freshdesk

73%
2 Ratings
8.6

Salesforce Service Cloud

86%
7 Ratings

Support Rating

8.7

Freshdesk

87%
32 Ratings
7.5

Salesforce Service Cloud

75%
29 Ratings

In-Person Training

8.2

Freshdesk

82%
1 Rating

Salesforce Service Cloud

N/A
0 Ratings

Online Training

7.3

Freshdesk

73%
1 Rating
9.0

Salesforce Service Cloud

90%
1 Rating

Implementation Rating

8.7

Freshdesk

87%
60 Ratings

Salesforce Service Cloud

N/A
0 Ratings

Configurability

9.2

Freshdesk

92%
4 Ratings

Salesforce Service Cloud

N/A
0 Ratings

Contract Terms and Pricing Model

9.2

Freshdesk

92%
2 Ratings

Salesforce Service Cloud

N/A
0 Ratings

Ease of integration

8.2

Freshdesk

82%
2 Ratings

Salesforce Service Cloud

N/A
0 Ratings

Product Scalability

9.2

Freshdesk

92%
2 Ratings

Salesforce Service Cloud

N/A
0 Ratings

Vendor post-sale

8.2

Freshdesk

82%
2 Ratings

Salesforce Service Cloud

N/A
0 Ratings

Vendor pre-sale

7.3

Freshdesk

73%
2 Ratings

Salesforce Service Cloud

N/A
0 Ratings

Likelihood to Recommend

Freshworks Inc

Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.
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Salesforce

Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
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Pros

Freshworks Inc

  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
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Salesforce

  • Flexibility of data tracked, displayed, reported on, and customized.
  • Single source of truth for support, implementations, sales and management.
  • Ability to integrate through built-in app exchange and easy API.
  • Reporting and emailed reports with direct links to drill down into data.
  • Do virtually whatever you "need" to do.
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Cons

Freshworks Inc

  • To be honest I never noticed any
  • It was smooth for me but one thing I found an issue for me as a developer I was required to send code sometimes but due to Freshdesk internal security scanning it was not allowing me to do so.
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Salesforce

  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
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Pricing Details

Freshdesk

Starting Price

$0 Up to 10 agents per user

Editions & Modules

Freshdesk editions and modules pricing
EditionModules
Pro$491
Free$02
Growth$153
Enterprise$694

Footnotes

  1. per month per agent
  2. Up to 10 agents
  3. per month per agent
  4. per month per agent

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing Info

Salesforce Service Cloud

Starting Price

$65 per month

Editions & Modules

Salesforce Service Cloud editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Freshworks Inc

    We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
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    Salesforce

    Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
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    Usability

    Freshworks Inc

    I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
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    Salesforce

    I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
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    Reliability and Availability

    Freshworks Inc

    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.
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    Salesforce

    Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
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    Performance

    Freshworks Inc

    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.
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    Salesforce

    There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
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    Support Rating

    Freshworks Inc

    The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
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    Salesforce

    It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
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    In-Person Training

    Freshworks Inc

    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.
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    Salesforce

    No answers on this topic

    Online Training

    Freshworks Inc

    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.
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    Salesforce

    No answers on this topic

    Implementation Rating

    Freshworks Inc

    For the three years of using and implementing Freshdesk in the company, it has progressed massively. I can still remember that the features it had before are nothing compared to now. It has a lot of app integration which makes system communications effective and easier. Everything in the business now complements Freshdesk. The processes and workflows we have is the best fit with Freshdesk.
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    Salesforce

    No answers on this topic

    Alternatives Considered

    Freshworks Inc

    Freshdesk offers a free trial of 21 days and the onboarding is a very smooth process. It is comparatively cheaper than its competitors and the UX is far more simple than the other products in the market. Also, the customer support that we get post the purchase is brilliant and the available in-app integrations prove to be very efficient and helpful.
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    Salesforce

    I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
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    Contract Terms and Pricing Model

    Freshworks Inc

    The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
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    Salesforce

    No answers on this topic

    Scalability

    Freshworks Inc

    The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
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    Salesforce

    No answers on this topic

    Return on Investment

    Freshworks Inc

    • Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles.
    • We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed.
    • Our resolution time and turnaround time have decreased dramatically.
    • We are able to easily keep track of our support performance.
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    Salesforce

    • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
    • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
    • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
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