What users are saying about
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Top Rated
239 Ratings
148 Ratings

Freshdesk

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Top Rated
239 Ratings
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Score 8.4 out of 100
148 Ratings
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Score 8.6 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 CRM

SAP CRM is a well-designed platform for small to medium-sized businesses that want to manage their customer-centric operations through a single pane of glass. Changes can be made quickly and easily for different scenarios. Many features allow flexibility and scalability, making it ideal for large industries with significant capital and customer bases. Data automation helps maintain a healthy relationship with customers.
Aononna Tazin | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Sales Force Automation

Freshdesk
SAP CRM
8.7
Customer data management / contact management
Freshdesk
SAP CRM
9.0
Workflow management
Freshdesk
SAP CRM
9.1
Territory management
Freshdesk
SAP CRM
8.5
Opportunity management
Freshdesk
SAP CRM
8.3
Integration with email client (e.g., Outlook or Gmail)
Freshdesk
SAP CRM
8.8
Contract management
Freshdesk
SAP CRM
8.6
Quote & order management
Freshdesk
SAP CRM
8.7
Interaction tracking
Freshdesk
SAP CRM
8.8
Channel / partner relationship management
Freshdesk
SAP CRM
8.7

Customer Service & Support

Freshdesk
SAP CRM
8.4
Case management
Freshdesk
SAP CRM
8.7
Call center management
Freshdesk
SAP CRM
8.3
Help desk management
Freshdesk
SAP CRM
8.4

Marketing Automation

Freshdesk
SAP CRM
8.4
Lead management
Freshdesk
SAP CRM
8.4
Email marketing
Freshdesk
SAP CRM
8.4

CRM Project Management

Freshdesk
SAP CRM
8.5
Task management
Freshdesk
SAP CRM
8.1
Billing and invoicing management
Freshdesk
SAP CRM
8.8
Reporting
Freshdesk
SAP CRM
8.7

CRM Reporting & Analytics

Freshdesk
SAP CRM
8.8
Forecasting
Freshdesk
SAP CRM
8.8
Pipeline visualization
Freshdesk
SAP CRM
8.7
Customizable reports
Freshdesk
SAP CRM
8.7

Customization

Freshdesk
SAP CRM
8.3
Custom fields
Freshdesk
SAP CRM
8.4
Custom objects
Freshdesk
SAP CRM
8.7
Scripting environment
Freshdesk
SAP CRM
8.2
API for custom integration
Freshdesk
SAP CRM
8.0

Security

Freshdesk
SAP CRM
8.8
Single sign-on capability
Freshdesk
SAP CRM
8.9
Role-based user permissions
Freshdesk
SAP CRM
8.6

Social CRM

Freshdesk
SAP CRM
8.8
Social data
Freshdesk
SAP CRM
8.6
Social engagement
Freshdesk
SAP CRM
8.9

Integrations with 3rd-party Software

Freshdesk
SAP CRM
8.5
Marketing automation
Freshdesk
SAP CRM
8.7
Compensation management
Freshdesk
SAP CRM
8.3

Platform

Freshdesk
SAP CRM
8.2
Mobile access
Freshdesk
SAP CRM
8.2

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 CRM

  • Our customers benefit from SAP CRM's 360-degree views and case management capabilities.
  • As a middleware business tool, case reporting is excellent, and it works well with WM systems to communicate with various departments.
  • It is an excellent tool for tracking customer relationships across multiple channels, and it's easy to use.
Aurpa Fiza | 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 CRM

  • One of the things I don't like about "SAP CRM" is that there are no alerts or notifications which could warn when something happens within the platform.
  • It does not have integration with any type of social network.
  • The robust and unintuitive appearance makes it a bit complicated to use all its functionalities.
Magly Jhonson | 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 CRM

SAP CRM 9.0
Based on 4 answers
I know what SAP CRM can do in the future. We are very happy with the product and think it is a great choice for both SAP ERP users and even those who do not use other SAP products. We have both Salesforce and SAP CRM, and we feel that Salesforce is a good product for a few years, but SAP CRM is a more fully-featured product and is a better choice for complex organizations capable of running installed software of this complexity. It is often just a question of budget.
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

SAP CRM

SAP CRM 8.7
Based on 6 answers
SAP CRM's usability involve tons and tons of use cases. It is not just for one domain, but multiple threads which run in parallel in companies. Ranging from big data analytics to resource management and housing sales data. SAP CRM is capable of all of these and even more. Therefore, it has a huge list of usabilities.
Anonymous | 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 CRM

SAP CRM 9.3
Based on 7 answers
SAP's customer service is quick and efficient, with a response time of fewer than some minutes. In either case, you'll get instant help from the vendor or online forums. In addition, the vendor provides excellent global support for this tool. Like Salesforce, SugarCRM, etc., it's probably fine as a standalone CRM option.
Aurpa Fiza | TrustRadius Reviewer

Implementation Rating

Freshdesk

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

SAP CRM

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

SAP CRM

SAP CRM is easy to use crm tools with excellent support. Lots of customization is available and increased ROI. High security and easy data analysis and display on dashboards. Builds healthy relation with customers, both pre sales and post sales. Huge variety of patches available depending on industry.
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 CRM

  • Longer implementation time when client needs customization in SAP CRM based on their custom business processes. That leads to longer ROI.
  • Proper training is key step to ROI on SAP CRM.
  • Out of box solution gives quick ROI. When client is implementing process first time & adapts SAP CRM provided solution in their organization.
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 CRM

General

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

SAP CRM Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
SAP CRM
8.5

Likelihood to Renew

Freshdesk
10.0
SAP CRM
9.0

Usability

Freshdesk
8.8
SAP CRM
8.7

Support Rating

Freshdesk
9.1
SAP CRM
9.3

Online Training

Freshdesk
SAP CRM
7.0

Implementation Rating

Freshdesk
10.0
SAP CRM

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