What users are saying about
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Top Rated
237 Ratings

Freshdesk

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Top Rated
237 Ratings
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Score 8.4 out of 100
89 Ratings
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Score 8.1 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

SAP Commerce Cloud

Extremely well suited for businesses with multiple different backend systems, multiple brands, and billions of products. Complex B2B businesses looking to scale confidently with a single platform can feel secure in their decision [to] partner with SAP. Their out-of-the-box front-end accelerators are very dated and do not have the same level of flexibility that their backend does. For a client looking to launch a D2C or luxury B2C experience, I would not recommend relying on simply theming the OOTB storefront due to it lacking a lot of common components and experiences those audiences demand and expect.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Freshdesk
8.3
SAP Commerce Cloud
External knowledge base
Freshdesk
8.7
SAP Commerce Cloud
Internal knowledge base
Freshdesk
7.9
SAP Commerce Cloud

Multi-Channel Help

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

Online Storefront

Freshdesk
SAP Commerce Cloud
8.1
Product catalog & listings
Freshdesk
SAP Commerce Cloud
8.4
Product management
Freshdesk
SAP Commerce Cloud
8.6
Bulk product upload
Freshdesk
SAP Commerce Cloud
8.9
Branding
Freshdesk
SAP Commerce Cloud
7.7
Mobile storefront
Freshdesk
SAP Commerce Cloud
7.3
Product variations
Freshdesk
SAP Commerce Cloud
8.7
Website integration
Freshdesk
SAP Commerce Cloud
8.4
Visual customization
Freshdesk
SAP Commerce Cloud
7.5
CMS
Freshdesk
SAP Commerce Cloud
7.5

Online Shopping Cart

Freshdesk
SAP Commerce Cloud
8.9
Abandoned cart recovery
Freshdesk
SAP Commerce Cloud
9.3
Checkout user experience
Freshdesk
SAP Commerce Cloud
8.4

Online Payment System

Freshdesk
SAP Commerce Cloud
9.1
eCommerce security
Freshdesk
SAP Commerce Cloud
9.1

eCommerce Marketing

Freshdesk
SAP Commerce Cloud
8.1
Promotions & discounts
Freshdesk
SAP Commerce Cloud
8.9
Personalized recommendations
Freshdesk
SAP Commerce Cloud
7.9
SEO
Freshdesk
SAP Commerce Cloud
7.4

eCommerce Business Management

Freshdesk
SAP Commerce Cloud
8.4
Multi-site management
Freshdesk
SAP Commerce Cloud
9.0
Order processing
Freshdesk
SAP Commerce Cloud
8.9
Inventory management
Freshdesk
SAP Commerce Cloud
8.7
Shipping
Freshdesk
SAP Commerce Cloud
8.2
Custom functionality
Freshdesk
SAP Commerce Cloud
7.3

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

SAP Commerce Cloud

  • New technologies. One of the reasons that I like the platform is that it's in constant improvement. It feels like some of the competitors are bloated and slow to adopt new features in comparison.
  • Wide range of features. Many out of the box features for common commerce paradigms.
  • Scaleability. We have had no issues of scalability even at what we feel are high volumes of traffic.
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

SAP Commerce Cloud

  • Though there is an online community presence for support, it is not as strong as other platforms I have used.
  • The Content Management System though functional is a bit dated and can be difficult for non technical business owners to manage. Other industry leading CMS solutions are generally used in conjunction with Hybris in my experience.
  • Product indexing and search also is not up to industry leaders, used another product in conjunction with hybris to accomplish this business need.
Carter Lathrop | 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

SAP Commerce Cloud

SAP Commerce Cloud 10.0
Based on 1 answer
I truly enjoy leading Hybris development projects and participating in new feature development for the platform. I see huge potential for growth and hope to be instrumental in bringing Hybris to the bleeding edge of presentation layer technology.
Erin Riggers | 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

SAP Commerce Cloud

SAP Commerce Cloud 9.0
Based on 2 answers
The SAP Commerce Cloud product has powerful content management that identifies products, catalogs, and promotions. In addition, it has a feature where inventory is tracked integrated with existing ERP (SAP and/or non-SAP) systems. With SAP Commerce Cloud, we can enable transactions to trigger all processes to integrate with existing ERP systems. In this way, it is possible to manage the system from end to end.
zahit bogus | 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

SAP Commerce Cloud

SAP Commerce Cloud 8.6
Based on 6 answers
We have the right to open a ticket or submit request to SAP support teams for all the problems we have experienced. They also provide solutions for critical issues within 48 hours. In addition, the product has support documents such as a user guide and admin guide. In addition, there is a strong community of users. In this way, we can access solution of some specific problems that we have fallen on from there.
zahit bogus | TrustRadius Reviewer

Implementation Rating

Freshdesk

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

SAP Commerce Cloud

SAP Commerce Cloud 8.0
Based on 2 answers
I give this an 8 instead of a 10 because in hindsight, while I am extremely happy with the platform and the things I've learned through my exposure to it, I also see so many areas for improvement in the outcome of my efforts. My advice to front end developers working with Hybris and/or the Java stack for the first time, is to not be intimidated by it. Question everything. Trust your intuition. Do not be afraid to refactor or completely replace something that appears integral to the platform if you see a clear benefit to doing so. It's much less far reaching than you think and the core system will not come crumbling to its knees if you make broad sweeping alterations. In fact, the energy you will expend to retool your site with a new framework will grow in tandem with the amount of time you spend hesitating, and at some point may become critical enough to force your hand while simultaneously becoming risky enough to destabilize your entire project delivery. If you don't like JQuery UI, punt it. If you don't care for the Blueprint CSS framework, burn it down. Making the strategic decision to adopt the toolset that best fits your organization from the very beginning will pay off in spades.
Erin Riggers | 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

SAP Commerce Cloud

SAP products are majorly implemented across our organization, therefore SAP Commerce Cloud was an instant favorite for us. We have realized that SAP provides great efficiency and security with unmatched support. Although, Oracle and Salesforce are also very honorable choices. We really like the intuitive cataloging feature of SAP [Commerce Cloud]. It was therefore our choice.
Atif Penkar | TrustRadius Reviewer

Scalability

Freshdesk

No score
No answers yet
No answers on this topic

SAP Commerce Cloud

SAP Commerce Cloud 8.1
Based on 2 answers
I have seen this first hand and can attest to the statement. We have a single platform for a client with over 3,000 unique storefronts and it scales incredibly well with great management of context, content, and product. It is a great platform for those looking to truly lean into digital and have a platform that both can be modeled after their business versus the platform driving their decisions, and scale with their growth into the future.
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

SAP Commerce Cloud

  • Our business went through 3 major initiatives to migrate our legacy platform and data to Hybris over the course of several years with multiple tech leadership and dev teams. All 3 of these initiatives failed to launch, largely due to the complexity of the platforms and massively associated tech burdon. A 4th re-platforming succeeded in launching an MVP version with support from expensive consulting firms and to the tune of millions of dollars.
  • Due to the inflexibility of the content management features, marketing teams are severely limited and have had to seek 3rd-party software to layer on top of Hybris to deliver modern customer experiences.
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

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.

SAP Commerce Cloud

General

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

SAP Commerce Cloud Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
SAP Commerce Cloud
8.2

Likelihood to Renew

Freshdesk
10.0
SAP Commerce Cloud
10.0

Usability

Freshdesk
8.8
SAP Commerce Cloud
9.0

Support Rating

Freshdesk
9.1
SAP Commerce Cloud
8.6

Implementation Rating

Freshdesk
10.0
SAP Commerce Cloud
8.0

Scalability

Freshdesk
SAP Commerce Cloud
8.1

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