What users are saying about
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Top Rated
351 Ratings
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122 Ratings

Freshdesk

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Top Rated
351 Ratings
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Score 8.5 out of 100

SAP Sales Cloud

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122 Ratings
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Score 8.1 out of 100

Feature Set Ratings

    Incident and problem management

    8.4

    Freshdesk

    84%

    SAP Sales Cloud

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.7
    87%
    60 Ratings
    N/A
    0 Ratings

    Expert directory

    7.8
    78%
    43 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.4
    84%
    3 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.6
    76%
    4 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    8.9
    89%
    61 Ratings
    N/A
    0 Ratings

    Ticket response

    8.8
    88%
    61 Ratings
    N/A
    0 Ratings

    Self Help Community

    8.1

    Freshdesk

    81%

    SAP Sales Cloud

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 2/2 features

    External knowledge base

    7.8
    78%
    52 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    8.4
    84%
    53 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    8.2

    Freshdesk

    82%

    SAP Sales Cloud

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 5/5 features

    Customer portal

    8.4
    84%
    52 Ratings
    N/A
    0 Ratings

    IVR

    8.2
    82%
    21 Ratings
    N/A
    0 Ratings

    Social integration

    7.9
    79%
    37 Ratings
    N/A
    0 Ratings

    Email support

    8.9
    89%
    60 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    7.6
    76%
    38 Ratings
    N/A
    0 Ratings

    Sales Force Automation

    Freshdesk

    Feature Set Not Supported
    N/A
    8.0

    SAP Sales Cloud

    80%
    SAP Sales Cloud ranks higher in 9/9 features

    Customer data management / contact management

    N/A
    0 Ratings
    8.8
    88%
    53 Ratings

    Workflow management

    N/A
    0 Ratings
    7.9
    79%
    54 Ratings

    Territory management

    N/A
    0 Ratings
    7.7
    77%
    48 Ratings

    Opportunity management

    N/A
    0 Ratings
    8.2
    82%
    52 Ratings

    Integration with email client (e.g., Outlook or Gmail)

    N/A
    0 Ratings
    7.8
    78%
    47 Ratings

    Contract management

    N/A
    0 Ratings
    7.5
    75%
    50 Ratings

    Quote & order management

    N/A
    0 Ratings
    8.1
    81%
    49 Ratings

    Interaction tracking

    N/A
    0 Ratings
    8.7
    87%
    49 Ratings

    Channel / partner relationship management

    N/A
    0 Ratings
    7.7
    77%
    49 Ratings

    Customer Service & Support

    Freshdesk

    Feature Set Not Supported
    N/A
    8.3

    SAP Sales Cloud

    83%
    SAP Sales Cloud ranks higher in 3/3 features

    Case management

    N/A
    0 Ratings
    8.2
    82%
    42 Ratings

    Call center management

    N/A
    0 Ratings
    8.4
    84%
    42 Ratings

    Help desk management

    N/A
    0 Ratings
    8.3
    83%
    41 Ratings

    Marketing Automation

    Freshdesk

    Feature Set Not Supported
    N/A
    7.9

    SAP Sales Cloud

    79%
    SAP Sales Cloud ranks higher in 2/2 features

    Lead management

    N/A
    0 Ratings
    7.8
    78%
    45 Ratings

    Email marketing

    N/A
    0 Ratings
    7.9
    79%
    39 Ratings

    CRM Project Management

    Freshdesk

    Feature Set Not Supported
    N/A
    8.3

    SAP Sales Cloud

    83%
    SAP Sales Cloud ranks higher in 3/3 features

    Task management

    N/A
    0 Ratings
    8.6
    86%
    45 Ratings

    Billing and invoicing management

    N/A
    0 Ratings
    8.0
    80%
    39 Ratings

    Reporting

    N/A
    0 Ratings
    8.2
    82%
    41 Ratings

    CRM Reporting & Analytics

    Freshdesk

    Feature Set Not Supported
    N/A
    7.7

    SAP Sales Cloud

    77%
    SAP Sales Cloud ranks higher in 3/3 features

    Forecasting

    N/A
    0 Ratings
    7.5
    75%
    46 Ratings

    Pipeline visualization

    N/A
    0 Ratings
    8.1
    81%
    46 Ratings

    Customizable reports

    N/A
    0 Ratings
    7.5
    75%
    51 Ratings

    Customization

    Freshdesk

    Feature Set Not Supported
    N/A
    7.9

    SAP Sales Cloud

    79%
    SAP Sales Cloud ranks higher in 4/4 features

    Custom fields

    N/A
    0 Ratings
    8.0
    80%
    51 Ratings

    Custom objects

    N/A
    0 Ratings
    8.0
    80%
    49 Ratings

    Scripting environment

    N/A
    0 Ratings
    7.5
    75%
    44 Ratings

    API for custom integration

    N/A
    0 Ratings
    8.3
    83%
    44 Ratings

    Security

    Freshdesk

    Feature Set Not Supported
    N/A
    8.6

    SAP Sales Cloud

    86%
    SAP Sales Cloud ranks higher in 2/2 features

    Single sign-on capability

    N/A
    0 Ratings
    8.6
    86%
    51 Ratings

    Role-based user permissions

    N/A
    0 Ratings
    8.5
    85%
    47 Ratings

    Social CRM

    Freshdesk

    Feature Set Not Supported
    N/A
    8.1

    SAP Sales Cloud

    81%
    SAP Sales Cloud ranks higher in 2/2 features

    Social data

    N/A
    0 Ratings
    8.2
    82%
    33 Ratings

    Social engagement

    N/A
    0 Ratings
    8.0
    80%
    32 Ratings

    Integrations with 3rd-party Software

    Freshdesk

    Feature Set Not Supported
    N/A
    8.0

    SAP Sales Cloud

    80%
    SAP Sales Cloud ranks higher in 2/2 features

    Marketing automation

    N/A
    0 Ratings
    8.3
    83%
    42 Ratings

    Compensation management

    N/A
    0 Ratings
    7.7
    77%
    34 Ratings

    Platform

    Freshdesk

    Feature Set Not Supported
    N/A
    7.1

    SAP Sales Cloud

    71%
    SAP Sales Cloud ranks higher in 1/1 features

    Mobile access

    N/A
    0 Ratings
    7.1
    71%
    44 Ratings

    Attribute Ratings

    • Freshdesk is rated higher in 6 areas: Likelihood to Recommend, Usability, Availability, Online Training, Implementation Rating, Product Scalability
    • SAP Sales Cloud is rated higher in 3 areas: Likelihood to Renew, Performance, Support Rating

    Likelihood to Recommend

    8.4

    Freshdesk

    84%
    131 Ratings
    8.3

    SAP Sales Cloud

    83%
    64 Ratings

    Likelihood to Renew

    7.5

    Freshdesk

    75%
    8 Ratings
    8.8

    SAP Sales Cloud

    88%
    5 Ratings

    Usability

    8.6

    Freshdesk

    86%
    29 Ratings
    7.9

    SAP Sales Cloud

    79%
    8 Ratings

    Availability

    9.2

    Freshdesk

    92%
    2 Ratings
    8.0

    SAP Sales Cloud

    80%
    2 Ratings

    Performance

    7.3

    Freshdesk

    73%
    2 Ratings
    8.0

    SAP Sales Cloud

    80%
    2 Ratings

    Support Rating

    8.7

    Freshdesk

    87%
    32 Ratings
    9.2

    SAP Sales Cloud

    92%
    15 Ratings

    In-Person Training

    8.2

    Freshdesk

    82%
    1 Rating

    SAP Sales Cloud

    N/A
    0 Ratings

    Online Training

    7.3

    Freshdesk

    73%
    1 Rating
    7.0

    SAP Sales Cloud

    70%
    2 Ratings

    Implementation Rating

    8.7

    Freshdesk

    87%
    60 Ratings
    8.0

    SAP Sales Cloud

    80%
    2 Ratings

    Configurability

    9.2

    Freshdesk

    92%
    4 Ratings

    SAP Sales Cloud

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    9.2

    Freshdesk

    92%
    2 Ratings

    SAP Sales Cloud

    N/A
    0 Ratings

    Ease of integration

    8.2

    Freshdesk

    82%
    2 Ratings

    SAP Sales Cloud

    N/A
    0 Ratings

    Product Scalability

    9.2

    Freshdesk

    92%
    2 Ratings
    9.1

    SAP Sales Cloud

    91%
    23 Ratings

    Vendor post-sale

    8.2

    Freshdesk

    82%
    2 Ratings

    SAP Sales Cloud

    N/A
    0 Ratings

    Vendor pre-sale

    7.3

    Freshdesk

    73%
    2 Ratings

    SAP Sales 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.
    Read full review

    SAP

    When users engage with our website and request any information, it immediately notifies them. Large numbers of workloads and customer data can be stored in the secure database that is offered. The sales and marketing team can enhance and better understand customer difficulties thanks to data insights obtained from our marketing websites. When we encounter a difficulty, the SAP customer care team is there to support us and responds quickly when assistance is required.
    Read full review

    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.
    Read full review

    SAP

    • Easy to configure based on our business needs.
    • Seamless Integrations with SAP ERP which makes it much more robust and powerful in managing all our marketing strategies.
    • Periodic upgrade of features like sales advice, sales estimation, and sales facilitation, based on my organisation demands. Which makes this tool very effective and robust.
    • Helps us to break down information silos to understand customers issues and discover new opportunities to nurture our customers relationship.
    Read full review

    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.
    Read full review

    SAP

    • Their customer support is very difficult to reach out to - there needs to be a better option to chat with customer support than to constantly be transferred to different departments.
    • The help pages could be more informational and user friendly.
    Read full review

    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

    SAP Sales Cloud

    Starting Price

    Editions & Modules

    SAP Sales 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

      Pricing Info

      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
      Read full review

      SAP

      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.
      Read full review

      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!
      Read full review

      SAP

      In short, SAP CRM is a complete service that will help improve marketing strategy and productivity. It covers various topics, from big data analytics to resource management and housing sales data. SAP CRM has a long list of features and can do them all.
      Read full review

      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.
      Read full review

      SAP

      Product was mostly available. A couple accessibility issues did exist when sending API calls, and there was either no response, or a delayed response.
      Read full review

      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.
      Read full review

      SAP

      No answers on this topic

      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.
      Read full review

      SAP

      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.
      Read full review

      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.
      Read full review

      SAP

      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.
      Read full review

      SAP

      Training was mostly completed over a couple conference calls, and reading the API documentation. Our developers were able to implement quickly after reading the documentation.
      Read full review

      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.
      Read full review

      SAP

      The API documentation is good. Development team was able to implement in under two weeks, and normally we were told it was a 12-14 week process.
      Read full review

      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.
      Read full review

      SAP

      The main reason we decided to change the service is that the one we had previously had flaws in some of its functionalities such as sending email marketing and that is why we decided to make a change and adopt a new service to eliminate any persistent problems. Before acquiring "SAP CRM", we first evaluated all its functionalities and it seemed like a very good alternative since it has everything we need to address various job roles within our company.
      Read full review

      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.
      Read full review

      SAP

      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.
      Read full review

      SAP

      The biggest plus point with SAP Sales cloud is that it is accessible irrespective of the geography and devices and other such complexities. One can monitor their processes from anywhere which makes it ideal for large organizations that are looking for innovative on cloud solutions. It certainly saves major costs and results in smooth transfer of information which gives agility to the entire process.
      Read full review

      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.
      Read full review

      SAP

      • Fast user adoption due to easy of use web based user interface compared to traditional SAP transaction codes.
      • Streamlining of business processing due to consolidation of functionality within SAP Sales Cloud screens.
      • Lower cost of integration to SAP ERP ECC or S/4HANA using prebuilt seamless connectors.
      Read full review

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