What users are saying about
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Top Rated
237 Ratings
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Top Rated
642 Ratings

Freshdesk

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Top Rated
237 Ratings
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Score 8.4 out of 100

SharpSpring from Constant Contact

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Top Rated
642 Ratings
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Score 8 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

SharpSpring from Constant Contact

SharpSpring enabled us to have our client partnerships instead of letting HubSpot possess the partnership. This has permitted us a tremendous opportunity to scale our company since we can supply a variety of solutions AND the platform to the client when HubSpot doesn't enable that.
Aline Da Costa | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Freshdesk
8.3
SharpSpring from Constant Contact
External knowledge base
Freshdesk
8.7
SharpSpring from Constant Contact
Internal knowledge base
Freshdesk
7.9
SharpSpring from Constant Contact

Multi-Channel Help

Freshdesk
7.4
SharpSpring from Constant Contact
Customer portal
Freshdesk
8.4
SharpSpring from Constant Contact
IVR
Freshdesk
3.0
SharpSpring from Constant Contact
Social integration
Freshdesk
7.6
SharpSpring from Constant Contact
Email support
Freshdesk
9.8
SharpSpring from Constant Contact
Help Desk CRM integration
Freshdesk
8.3
SharpSpring from Constant Contact

Email & Online Marketing

Freshdesk
SharpSpring from Constant Contact
7.7
WYSIWYG email editor
Freshdesk
SharpSpring from Constant Contact
7.1
Dynamic content
Freshdesk
SharpSpring from Constant Contact
7.6
Ability to test dynamic content
Freshdesk
SharpSpring from Constant Contact
7.7
Landing pages
Freshdesk
SharpSpring from Constant Contact
6.9
A/B testing
Freshdesk
SharpSpring from Constant Contact
8.7
Mobile optimization
Freshdesk
SharpSpring from Constant Contact
5.8
Email deliverability reporting
Freshdesk
SharpSpring from Constant Contact
8.1
List management
Freshdesk
SharpSpring from Constant Contact
8.7
Triggered drip sequences
Freshdesk
SharpSpring from Constant Contact
8.8

Lead Management

Freshdesk
SharpSpring from Constant Contact
8.8
Lead nurturing
Freshdesk
SharpSpring from Constant Contact
8.9
Lead scoring and grading
Freshdesk
SharpSpring from Constant Contact
8.4
Data quality management
Freshdesk
SharpSpring from Constant Contact
8.9
Automated sales alerts and tasks
Freshdesk
SharpSpring from Constant Contact
8.9

Campaign Management

Freshdesk
SharpSpring from Constant Contact
8.6
Calendaring
Freshdesk
SharpSpring from Constant Contact
8.6
Event/webinar marketing
Freshdesk
SharpSpring from Constant Contact
8.5

Social Media Marketing

Freshdesk
SharpSpring from Constant Contact
6.5
Social sharing and campaigns
Freshdesk
SharpSpring from Constant Contact
6.3
Social profile integration
Freshdesk
SharpSpring from Constant Contact
6.8

Reporting & Analytics

Freshdesk
SharpSpring from Constant Contact
8.1
Dashboards
Freshdesk
SharpSpring from Constant Contact
7.8
Standard reports
Freshdesk
SharpSpring from Constant Contact
8.7
Custom reports
Freshdesk
SharpSpring from Constant Contact
7.8

Platform & Infrastructure

Freshdesk
SharpSpring from Constant Contact
8.2
API
Freshdesk
SharpSpring from Constant Contact
8.3
Role-based workflow & approvals
Freshdesk
SharpSpring from Constant Contact
8.8
Customizability
Freshdesk
SharpSpring from Constant Contact
7.8
Integration with Salesforce.com
Freshdesk
SharpSpring from Constant Contact
8.0
Integration with Microsoft Dynamics CRM
Freshdesk
SharpSpring from Constant Contact
8.3
Integration with SugarCRM
Freshdesk
SharpSpring from Constant Contact
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

SharpSpring from Constant Contact

  • Marketing Automation - simple to use and effective
  • Sales Pipeline - very customizable for any industry
  • Customer Support - their team is very responsive and knowledgable
  • Email Marketing - Easy to use but powerful segmentation and dynamic content capabilities
  • Dynamic Form Creation - simple to use and very powerful
Tim Hemingway | 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

SharpSpring from Constant Contact

  • The landing page builder is a bit hard to use. Doesn’t have much flexibility.
  • Sometimes confusing between types of workflows to use. Opportunity versus visual.
  • If you imported contacts that weren’t formatted correctly. It is hard to delete a bull amount. Need to type DELETE for each one manually. No bull options to make changes.
Kaila Troia | 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

SharpSpring from Constant Contact

SharpSpring from Constant Contact 7.7
Based on 31 answers
We have been very impressed with all aspects of this software and the potential for it to radically change how we operate is huge! Support has been exceptional and we have discovered many extra uses for the software than originally thought. Not only will it give us benefits for our company's growth, but for our client's growth as well.
David Fox | 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

SharpSpring from Constant Contact

SharpSpring from Constant Contact 8.2
Based on 70 answers
This rating is coming from an administrative perspective. With so many features, workflows, dashboards, and more, there is certainly a lot going on, and even the most savvy software user can get a little overwhelmed when trying to decide how to best implement and utilize the platform to its full potential. That being said, the SharpSpring platform is well-implemented and well-organized, with most solutions being fairly intuitive, once you have a grasp of the software. It is fairly easy to learn, but difficult to master. Just like any powerful platform, however, the complexity is worth it, and once you are comfortable navigating and problem solving within SharpSpring, it becomes a great marketing and sales tool which can do virtually anything you need it to.
Christine Mullins | 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

SharpSpring from Constant Contact

SharpSpring from Constant Contact 8.7
Based on 80 answers
The support is great which really helps overcome challenges if you become stuck and the training videos are great too. Same-day replies are great and I even got some help with some CSS code on the chat. Not many organizations would do this or even respond.
Darren Winter, MA | TrustRadius Reviewer

Implementation Rating

Freshdesk

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

SharpSpring from Constant Contact

SharpSpring from Constant Contact 8.0
Based on 14 answers
Overall I would say to be patient and bring everyone who will be touching the platform to the onboarding sessions. The Virtual Classroom lets you onboard as quickly or slowly as you want. Sales, marketing, design, account management, get 'em all in on it. For the most part, they will be happy to use this platform. I recommend getting as many people as possible to see the SharpSpring demo.
Matthew Maginley | 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

SharpSpring from Constant Contact

We have tested and work with several marketing automation/CRM systems over the course of over 25 years in the B-to-B marketing/advertising business, among them are: HubSpot, Marketo, Pardot, Zoho, Salesforce, and many others. SharpSpring continues to be the gold standard for me in terms of overall value and ease of use.
Dave Strand | 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

SharpSpring from Constant Contact

  • It's had a positive impact on ROI in that it's provided management with visibility into forecasting, making the budgeting process clearer.
  • When new representatives join the company it's easy to get [them] up and running in SharpSpring, minimizing time spent on training.
  • SharpSpring helps our team of reps clearly see the current list of opportunities, and create tasks to make sure we don't miss any follow-ups
Jason Carlage | 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.

SharpSpring from Constant Contact

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

SharpSpring from Constant Contact Editions & Modules

Edition
1,000 Contacts$3991
2,500 Contacts$4991
5,000 Contacts$6991
10,000 Contacts$8991
20,000 Contacts$1,2991
  1. per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
SharpSpring from Constant Contact
8.6

Likelihood to Renew

Freshdesk
10.0
SharpSpring from Constant Contact
7.7

Usability

Freshdesk
8.8
SharpSpring from Constant Contact
8.2

Reliability and Availability

Freshdesk
SharpSpring from Constant Contact
6.2

Performance

Freshdesk
SharpSpring from Constant Contact
5.2

Support Rating

Freshdesk
9.1
SharpSpring from Constant Contact
8.7

Online Training

Freshdesk
SharpSpring from Constant Contact
4.5

Implementation Rating

Freshdesk
10.0
SharpSpring from Constant Contact
8.0

Scalability

Freshdesk
SharpSpring from Constant Contact
3.4

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