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

Freshdesk

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Top Rated
237 Ratings
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Score 8.4 out of 100

Shopify

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Top Rated
444 Ratings
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Score 8.8 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

Shopify

Shopify allows you to create an eCommerce website using powerful and professional tools. You can find more customers so easily you can grow your business online. You can also create and manage digital marketing campaigns so marketing also easy with Shopify. You can easily manage orders, shipping, and payments all from one single dashboard. According to my experience when you want to sell products online, in all these scenarios Shopify is awesome.
Umair Butt | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Freshdesk
8.3
Shopify
External knowledge base
Freshdesk
8.7
Shopify
Internal knowledge base
Freshdesk
7.9
Shopify

Multi-Channel Help

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

Online Storefront

Freshdesk
Shopify
8.2
Product catalog & listings
Freshdesk
Shopify
8.4
Product management
Freshdesk
Shopify
8.6
Bulk product upload
Freshdesk
Shopify
7.9
Branding
Freshdesk
Shopify
8.2
Mobile storefront
Freshdesk
Shopify
8.6
Product variations
Freshdesk
Shopify
8.1
Website integration
Freshdesk
Shopify
8.4
Visual customization
Freshdesk
Shopify
7.7
CMS
Freshdesk
Shopify
8.0

Online Shopping Cart

Freshdesk
Shopify
8.4
Abandoned cart recovery
Freshdesk
Shopify
8.1
Checkout user experience
Freshdesk
Shopify
8.7

Online Payment System

Freshdesk
Shopify
8.9
eCommerce security
Freshdesk
Shopify
8.9

eCommerce Marketing

Freshdesk
Shopify
8.2
Promotions & discounts
Freshdesk
Shopify
8.2
Personalized recommendations
Freshdesk
Shopify
8.4
SEO
Freshdesk
Shopify
8.0

eCommerce Business Management

Freshdesk
Shopify
7.8
Multi-site management
Freshdesk
Shopify
6.7
Order processing
Freshdesk
Shopify
8.4
Inventory management
Freshdesk
Shopify
8.4
Shipping
Freshdesk
Shopify
8.3
Custom functionality
Freshdesk
Shopify
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

Shopify

  • It is definitely easy to set up and get going. This does not take a lot of work or effort on the user end, especially if using templates.
  • Low code platform. You can. make customizations without code.
  • The integrations are diverse and increase functionality.
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

Shopify

  • The main drawback that I am facing in Shopify for a long time is that their sales analytics system is not up to mark. As I am using Shopify to run different stores for my organization it does not get updated after-sales and does not provide the right analytics about the product strength and number of sales.
  • Secondly, Shopify has different apps which are best to run the store on max strength but they are very much costly like inventory management, generating multiple discount codes, and more robust customizable editing.
Bart Kogan | 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

Shopify

Shopify 9.3
Based on 15 answers
Nothing we have used in the past or have seen thus far even comes close to offering what we get with Shopify Plus, especially for the price. You cannot even come close to getting what we are getting at the price we pay. We are beyond thrilled and Shopify Plus meets and exceeds all of our needs and expectations. We love it!
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

Shopify

Shopify 10.0
Based on 3 answers
I think most people are able to suer Shopify that have used a computer. There are some features that take a bit longer to learn. If you are not a creative person it may be a bit more difficult to learn the website customization, but with a help guide or tutorial it will only take a few tries to understand how to work the interface
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

Shopify

Shopify 10.0
Based on 4 answers
In terms of support I give Shopify a 9 out of 10 because they're always very friendly and thorough, and they personally can't solve my problem for me they always point me in the proper direction with the proper information I need to move forward
Paul Francis Jones | TrustRadius Reviewer

Implementation Rating

Freshdesk

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

Shopify

Shopify 10.0
Based on 2 answers
Just start now and make the switch, the sooner the better. You will love it and it is really a simple process
Anonymous | 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

Shopify

The first Magento requires large hosting and server. Also needs to update manually to avoid security concerns so in Shopify they [are] all take care by Shopify team.Also on Shopify [it] doesn't require any technical code knowledge to set up a store.
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

Shopify

  • It got the store up quickly so the client could start selling. She was previously selling products on Etsy and Facebook and wanted to consolidate everything onto one website, so the main thing Shopify solved was to reduce the store owner's time in managing all her products on multiple sites. Also, we had previously built a website on Wix with all the custom functionality and branding she needed - a truly great, high-end website - but it performed so slowly that it was unusable. So the speed at which Shopify can be set up and then works on the page is appreciable.
  • The website was manageable by the client - she could figure the system out herself after a while so she saved money on costs for hiring developers. She did have to hire developers to customize some of the plug-ins but costs are all relative; it wasn't a high investment compared to building a full e-commerce website. With the complexity and size of her product base and the functionality and branding she wanted to have in a website, and the potential of her business, she would have needed to invest well over $10,000 to get to where she really needs to be. In the end she kept the budget under $5000.00.
  • Costs kept climbing with plug-ins having to be added with everything. My client became more involved in building the website and began to try multiple plugins, and she did not have the skill base to evaluate the plugins functionalities so she chose plugins that did not do everything she needed, and then ended up paying the plugin developers to customize the plugins. So on one hand, it's pretty amazing to be able to bring up an e-commerce website as quickly as a week or so, but on the other hand if you need anything customized or deeper functionality in regards to product searching and filtering on the web page, and management on the backend, it quickly goes beyond the skills of the average person to manage, and above their expected budget as well. In the end my client really did not get anything close to the functionality for the website we had originally envisioned.
  • Shopify was the easiest way we could find to bring the client's products to a global market. We evaluated several other platforms and the functionality simple did not seem to be adequate, so Shopify seemed like the only solution that could do enough of what we needed and still stay within this client's budget. Really the problem in this project was not platform per se but that the budget wasn't large enough. Shopify managed to provide a solution for an ecommerce store with thousands of products on a tiny budget, so in the sense of pure functionality it provided the best value of all the platforms we evaluated. The solution still isn't big enough for this client's business though so, without having insights into this client's post-build sales results, my guess is that because her new website did not make her products easier to sort through, and she likely didn't have much more budget left to invest in SEO and other marketing of the website, her sales probably didn't increase substantially as a result of having built the website. So I think this project all in all did not likely have a high ROI.
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.

Shopify

General

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

Shopify Editions & Modules

Edition
Shopify Lite$91
Basic Shopify$291
Shopify$791
Advanced Shopify$2991
Shopify Plus$2,0001
  1. per month
Additional Pricing Details

Rating Summary

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