Freshdesk (a product of Freshworks Inc.) is a customer service solution with enterprise capability. Freshdesk unifies channels, conversations, AI capabilities, customer insights, and advanced ticketing into the Freshdesk Command Center so agents are ready to resolve. With Freddy, People-first AI, customer service teams can take AI agents live in minutes to fully resolve complex and simple queries, get response and resolution assistance from AI copilot, and stay ahead with AI insights.…
$18
per month per user
Teamwork.com
Score8.1 out of 10
N/A
Teamwork.com is a project management platform built specifically for client work. The platform helps users deliver work on time and on budget, eliminate client chaos, and understand profitability. Teamwork.com’s customers track and manage their projects with a suite of integrated solutions such as helpdesk, collaboration, knowledge sharing and customer relationship management add-ons, enabling Teamwork.com to be the ‘one-stop shop’ solution for business owners. Teamwork.com…
$13.99
per month per user
Zoho Desk
Score8.3 out of 10
N/A
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
It had a good set of features and tight integration with other Zoho apps, but the UI felt less modern, and some customizations were a bit clunky. That said, Zoho Desk is still a great option, especially for teams already deep into the Zoho ecosystem or those looking for a …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
BPP Service Manager in Information Technology at FPS Economy (Government Administration, 1001-5000 employees)
Chose Freshdesk
We set up test instances of Zendesk, Zoho Desk, UVdesk, Freshdesk and trakdesk and asked our agents to evaluate the products themselves. It was very clear to all that Freshdesk was the more user-friendly, easy-to-set-up and more innovative solution. In the meantime we are very …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Senior Business Analyst in Product Management at Smartsourcing (Outsourcing/Offshoring, 201-500 employees)
Chose Freshdesk
Freshdesk stacks up against Zoho Desk, Zendesk Support Suite, and Freshservice in terms of accurate time tracking, pricing, ease of use, and app integration. Zoho Desk does not support real-time tracking and is not very user-friendly, though it works well with knowledge base …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Co-Founder in Marketing at Headphone Zone (Retail, 51-200 employees)
Chose Freshdesk
Freshdesk is the middle of Zendesk and Zoho Desk when it comes to pricing. For us the biggest reason to switch from Zoho Desk to Freshdesk is because we wanted to consolidate our sales and support team into just one helpdesk software and we really liked the help center and …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Senior Analyst, Customer Analytics in Marketing at Alliance Data Card Services (Financial Services, 5001-10,000 employees)
Chose Freshdesk
Freshdesk is the best overall help desk software that facilitates stronger teamwork between various departments for quicker resolution of issues from different channels and at the same time offering state-of-the-art information security by setting up single sign on script for …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
COO in Corporate at Presearch.com, Inc. (Consumer Services, 51-200 employees)
Chose Freshdesk
Far more straightforward than Salesforce which has too many features and modules and is very hard to navigate, making it too complicated for our organization. Similarly for Zoho, but not nearly as bad as Salesforce. Zendesk, for us, is quite similar to Freshdesk. The key reason …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Marketing Director in Marketing at Ever Indy Realty Group (Real Estate, 11-50 employees)
Chose Freshdesk
I use Freshdesk over other similar products I've tested because the price difference and ease of use for the end user seem to me to be the most suitable for achieving a better return on investment within my company. I also found the various AI-powered automation tools to be …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose Freshdesk
We felt that Freshdesk offered better value in terms of pricing and offered a matching feature set. It was also highly recommended by a member of a team that had used Freshdesk in their previous organisation. Lastly the fact that it could integrate into Hubspot (that we use as …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose Freshdesk
Freshdesk was the easiest to set up and was the most straightforward product of all the products we evaluated. It had a better user interface for agents, and provided a great solution to meet our needs at a lower cost than the other products that we evaluated. Freshdesk offers …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
We chose Freshdesk for the variety of capabilities and easy-to-use features. Jobber lacked the analytics, history, sales features, and easy-to-use options needed to grow our business. Zendesk was not user-friendly and many of the "integrations" could only be connected by people …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose Freshdesk
We used to use Spiceworks but it was extremely clunky and not very customisable at the time. When we started looking at other options we ended up focusing on Freshdesk, Zendesk and Zoho as they seemed like the best out of all the ones we found. We eventually went with Freshdesk …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
We are currently looking to move to other services due to the prohibitive nature of Freshdesk's licenses & the overall cost associated with it. So far, we have looked at Zoho,which currently provides similar services for a lower price.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Assistant Manager in Marketing at SecureNow Tech Services Pvt. Ltd. (Insurance, 51-200 employees)
Chose Freshdesk
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 …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
CIO (Chief Information Officer) in Information Technology at Wamly (Human Resources, 11-50 employees)
Chose Freshdesk
For our use case, Freshdesk was the best option. In particular, the ability to create unlimited automation is what pushed us over the line. On top of that, the Freshdesk UI is far easier to navigate and is more responsive with lower latency.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Lead Product Engineer in Engineering at Fasal - Grow More, Grow Better™ (Computer Software, 51-200 employees)
Chose Freshdesk
The other products in this genre has also amazing offerings and their quality is great, though we have chosen Freshdesk because of the following differentiators -
Excellent onboarding, Ease of learning and Very intuitive UX
Module-wise pricing and integrations between different …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Product Specialiast in Information Technology at MiClub (Information Technology & Services, 11-50 employees)
Chose Freshdesk
Being an early adopter, we were able to fully test the product and could see its potential. We were at first looking for greater value and focus on smaller tech. We found that with Freshdesk and have been able to embed its use right through all the channels of our company as we …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Director Project & Service Delivery in Customer Service at PM Group (Architecture & Planning, 1001-5000 employees)
Chose Freshdesk
Brings everything a company may need to elevate customer service and empower teams to solve the unique challenges and complex issues related to customer service. Helps bring in the right experts to collaborate even if they are not within the organization.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
I feel that they can go head to head with Zendesk, which is considered to be the most popular and well known help desk software.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
Freskdesk is the best support system, solving problems, helps connecting and bonding with the customers and gaining their trust. It collects all the tickets and queries of customers across multiple channels on a single platform makes life easier for a company. You can label …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Program Leader in Information Technology at Kaivalya Education Foundation (Non-Profit Organization Management, 201-500 employees)
Chose Freshdesk
There are many limitations in both ticketing application software we want a low-cost application for a small solution here the following things By Cost: Zendesk needs basic plan cost and Zoho Desk basic version is free to use. Features: Since Zoho's provides basic free cost …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Teamwork
No answer on this topic
Zoho
Verified User
Chose Zoho Desk
Zoho [Desk] has much more quality of the information we required for our business than Freshdesk. It was also easy to work with Zohos different modules albeit based on department specific products than it was when we used Freshdesk. The Project management module was a …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Zoho Desk
The quality of support provided by Zoho Desk is brilliant. Ease of setup is a very easy process. Also it meets all the requirements that can be expected from such kind of software. Zoho Desk is a company that can be easy to do business with. It is really headed in the right …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Zoho Desk
Zoho Desk is easy to set up for small business needs, and its dashboard is well-suited for our organization's needs. We are on a social network, which also helps us to get users' and applicants' queries through the social platform. Another factor to start with it is its trial …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I believe Freshdesk is well-suited for companies that manage multiple accounts, such as those in the Business Process Outsourcing industry. It has all the necessary capabilities, such as ticket management that uses omnichannel to receive ticket requests from service requests (managed internally) in the system, emails, etc. There are also several workflow automations that can be built within the platform/system. What is lacking is the API documentation, which limits the possibilities for further automations. Overall, it is a highly recommended tool for managing employee productivity and timeliness.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Teamwork is awesome for teams who need a flexible tool that supports all types of projects. Since it supports kanban it makes visualizing the work to be done and the work in progress very easy. The Gantt chart support is decent and helps to understand how a team is doing when it comes to getting work done in a given time frame. Teamwork isn't a great option for companies that have a bunch of projects going simultaneously due to the way Teamwork structures their billing based on a number of active projects.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
No prior experience with similar platforms is required to use Freshdesk. I found its interface to be quite intuitive, at least for the end user.
It's easy to connect with other platforms, so you can sync and manage data from other platforms because the integrations work correctly.
Freshdesk's technical support is quite responsive, with short and effective response times. They have easily handled my questions and issues.
It has tools for customizing automated chats, answering frequently asked questions before transferring to an agent. Its configuration is extensive and highly customizable.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Visualization needs to be improved, charts graphs are limited
Value stream mapping should be available to determine and prioritize the work.
Documentation should be available stepwise with export and printable facility.
It should be configurable like ERP with cross functionalities of different users, where users login, assign and approve the work, job or project details, where it should be collectively effected on a project.
Add many examples, little more AI, Machine learning required for suggestion and recommendation. It would be a plus point
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
New support agents can learn the system quickly, minimizing training time and maximizing productivity from day one. Agents are more willing to use a system that is simple, reducing resistance to change and ensuring all interactions are logged (a common problem with complex systems). The platform is known for being easy to set up and customize, allowing teams (especially smaller ones) to get started with minimal technical expertise.The platform makes it easy to set and monitor Service Level Agreements (SLAs), ensuring customers get timely responses and helping managers enforce performance standards.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
We are already at an annual contract, and have been for the past 5 years; so far the system has delivered, and our personal is already trained in it. A major overhaul of our entire infrastructure (as in moving everything to a single, unified platform) might change the current continuity of Teamwork Projects on our organization, but that's not feasible in the near future.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Freshdesk is extremely easy to use as implemented it on our own with average technical skills. A lot of the options are straightforward and Freshdesk provides easy-to-understand explanations for some of the more complex-sounding ones. We recently onboarded new specialists and they were able to learn Freshdesk with minimal training.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
I give it a 9 out of 10, because there is a bit of a learning curve when you first start using Teamwork Projects because there is a lot to learn & recognize where to find it. They do offer a good range of tools that can be applied to every project - So say you're working on an internal project and don't need Milestones or Billing, you can shut those modules off. This can help simplify the interface for beginners. Once you've had a few days in Teamwork Projects, I think it's a 10/10 usability. It's very easy to accomplish your tasks and keep track of what you're managing.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement. There are several times where I am left unable to find a ticket and have to generate a new one. I am hoping in the future that they will make some changes!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Because I never worked with a company that responds so quickly to their customer! They are always fast at responding and very open to new ideas and quickly turning them around to include them in future releases. They walk us through when we need assistance and are very good at communicating. Overall top notch support
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We've been able to meet with the customer success team on multiple occasions to discuss the roadmap and learn about the company culture. Being based in Ireland, we occasionally have to wait until they wake up to get support requests handled in the states and larger conversations about big enhancement requests were politely collected but not followed up on
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue. But I will say that once their Support is in the office they are fairly good to respond. they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Was a fairly quick implementation for us. However, we are only doing email integration and not some of the more complex integrations that are possible. One clarification on an earlier question. I selected that Freshdesk doesn't have a given feature, but this is not true. I selected this because there wasn't a selection for I don't use the feature. This is a weakness in the survey.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Compared to Crisp, Freshdesk offers much more organization and is just much more helpful when it comes to having more than one region/team. Not that Crisp is bad, but with Freshdesk, internal communication and collaboration are much easier, which was quite important for our team to grow.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I spoke about this quite a bit before, but as far as usability goes, Microsoft Projects is totally useless for me, so I avoid it at all costs. Basecamp was just a task management app and had very small feature set beyond that. We had to rig it to do other things for us, but it failed at that. Asana was a very nice app to trial, but it lacked many of the features that we were looking for.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I was not very involved with the purchase/contract (my company purchased Fresjdesk before I was brought on), but I will say that pricing per agent made it difficult to grow our support team. Additionally, we were kind of disappointed after our upgrade because it didn't solve our pain points as much as we expected.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Teamwork was a great starter into project management software. We were WAY more organized and efficient than we ever were with Trello boards and the PM software included with our accounting system.
Clients were mostly pleased with interacting with Teamwork, and appreciated the ability to track their comments and requests in one place.
Ultimately, we stopped using Teamwork after about 6 months because we need something more focused on web development projects specifically
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
