What users are saying about
Top Rated
259 Ratings
This review does not include a rating.
Top Rated
259 Ratings
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Score 8.4 out of 100
This review does not include a rating.

Feature Set Ratings

    Incident and problem management

    8.7

    Freshdesk

    87%

    Sugar Serve

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

    Organize and prioritize service tickets

    9.0
    90%
    4 Ratings
    N/A
    0 Ratings

    Expert directory

    8.4
    84%
    3 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

    9.3
    93%
    4 Ratings
    N/A
    0 Ratings

    Ticket response

    9.7
    97%
    3 Ratings
    N/A
    0 Ratings

    Self Help Community

    8.3

    Freshdesk

    83%

    Sugar Serve

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

    External knowledge base

    8.7
    87%
    3 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    7.9
    79%
    4 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    7.4

    Freshdesk

    74%

    Sugar Serve

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

    Customer portal

    8.4
    84%
    3 Ratings
    N/A
    0 Ratings

    IVR

    3.0
    30%
    1 Rating
    N/A
    0 Ratings

    Social integration

    7.6
    76%
    2 Ratings
    N/A
    0 Ratings

    Email support

    9.8
    98%
    4 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    8.3
    83%
    4 Ratings
    N/A
    0 Ratings

    Attribute Ratings

      Likelihood to Recommend

      8.1

      Freshdesk

      81%
      70 Ratings

      Sugar Serve

      N/A
      0 Ratings

      Likelihood to Renew

      10.0

      Freshdesk

      100%
      4 Ratings

      Sugar Serve

      N/A
      0 Ratings

      Usability

      8.4

      Freshdesk

      84%
      22 Ratings

      Sugar Serve

      N/A
      0 Ratings

      Support Rating

      8.5

      Freshdesk

      85%
      25 Ratings

      Sugar Serve

      N/A
      0 Ratings

      Implementation Rating

      10.0

      Freshdesk

      100%
      2 Ratings

      Sugar Serve

      N/A
      0 Ratings

      Likelihood to Recommend

      Freshdesk

      It is well suited for a company who needs to provide an enhanced service desk ticketing system. They are scalable to accomodate from small to large scale businesses. Also their product is ready to use right away with very little customizing. There are many integrations that are apart of the system and compliment well
      Anonymous | TrustRadius Reviewer

      Sugar Serve

      No answers on this topic

      Pros

      Freshdesk

      • Freshdesk has enough options to deal with the engagement operations that are collected through the chosen channels. For example, it is easy to compare through analytics tables the engagement achieved in certain social networks and then create commercial strategies in the networks with the best results.
      • Freshdesk has a very high level of interoperability with customer relationship management platforms, so that through its API it is possible to incorporate sales functions or work with customers, so that the management is a little apart from technical assistance without problems.
      • It is easy to save the information of each problem that is solved for the buyers of our products, and in case we communicate with them again, the data stored on these interactions are accessible to review their history, and thus better orientate the type of solutions that can or cannot be offered to them.
      Maria Wiley | TrustRadius Reviewer

      Sugar Serve

      No answers on this topic

      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

      Sugar Serve

      No answers on this topic

      Pricing Details

      Freshdesk

      General

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

      Starting Price

      $15 per month

      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.

      Sugar Serve

      General

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

      Starting Price

      Sugar Serve Editions & Modules

      Additional Pricing Details

      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

      Sugar Serve

      No score
      No answers yet
      No answers on this topic

      Usability

      Freshdesk

      Freshdesk 8.4
      Based on 22 answers
      Freshdesk equips the sales team with the most enhanced communication capabilities and features that are responsible for delivering high level of customer support. Freshdesk has multiple-channel support that enables the customer care agents to broaden their reach and streamline ticket delivery. It is designed to provide maximum collaboration to internal teams giving them options to split a ticket into smaller tickets.
      Elizabeth Cassidy | TrustRadius Reviewer

      Sugar Serve

      No score
      No answers yet
      No answers on this topic

      Support Rating

      Freshdesk

      Freshdesk 8.5
      Based on 25 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

      Sugar Serve

      No score
      No answers yet
      No answers on this topic

      Implementation Rating

      Freshdesk

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

      Sugar Serve

      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

      Sugar Serve

      No answers on this topic

      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

      Sugar Serve

      No answers on this topic

      Screenshots

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