What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
238 Ratings

Freshdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
238 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100
12 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.4 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

Slate, by Technolutions

I would recommend Slate, by Technolutions for any higher education institution, big or small. Though there is a higher cost associated with Slate than most other options, it's well worth the price. The level of detail that you're able to gather, maintain, and query on within your student data is far beyond anything I've experienced with other systems. These insights help you pinpoint areas for action and improvement so that you can pivot when necessary, helping you reach your enrollment goals quicker and more efficiently.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Freshdesk
8.3
Slate, by Technolutions
External knowledge base
Freshdesk
8.7
Slate, by Technolutions
Internal knowledge base
Freshdesk
7.9
Slate, by Technolutions

Multi-Channel Help

Freshdesk
7.4
Slate, by Technolutions
Customer portal
Freshdesk
8.4
Slate, by Technolutions
IVR
Freshdesk
3.0
Slate, by Technolutions
Social integration
Freshdesk
7.6
Slate, by Technolutions
Email support
Freshdesk
9.8
Slate, by Technolutions
Help Desk CRM integration
Freshdesk
8.3
Slate, by Technolutions

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

Slate, by Technolutions

  • Managing contacts.
  • Smart communications (drip email campaigns).
  • Real-time data management.
  • End-to-end control of product (or instance of).
  • Allows for easy to implement segmentation via smart rules and queries (data sets).
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

Slate, by Technolutions

  • Some of their table structures are overly complex; don't necessarily conform to usual standards in relational databases. This is being addressed, but some oddities still exist.
Michele Thibodeau | 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

Slate, by Technolutions

No score
No answers yet
No answers on this topic

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

Slate, by Technolutions

Slate, by Technolutions 8.5
Based on 2 answers
It's incredibly usable and easy to figure out. It's modern and does exactly what we need for it to do
Ashley Watson | 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

Slate, by Technolutions

Slate, by Technolutions 9.0
Based on 1 answer
While I do wish they had actual representatives that we able to come to you for trainings for implementation and new users, I understand that a big draw is the money that is saved by instead investing in knowledgebase, which is it's online tutorials for different functions of Slate.
Ashley Watson | TrustRadius Reviewer

Implementation Rating

Freshdesk

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

Slate, by Technolutions

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

Slate, by Technolutions

Other products can provide what you need to do your job, but can make doing your job more difficult, or even time-consuming. Slate gives you the ability to do your job and to do it well. It creates a means of doing your job efficiently and in a timely manner, creating shortcuts and better processes than other products.
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

Slate, by Technolutions

  • It has dismissed the need for outside services such as Wufoo and Active Campaign.
  • It has dismissed the admissions main use of an outdated "crm": ECAMS.
  • It has intertwined the way that we house everything from digital documents to interactions in a simpler interface.
Iliana Hernandez | TrustRadius Reviewer

Screenshots

Slate, by Technolutions

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.

Slate, by Technolutions

General

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

Slate, by Technolutions Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
Slate, by Technolutions
9.3

Likelihood to Renew

Freshdesk
10.0
Slate, by Technolutions

Usability

Freshdesk
8.8
Slate, by Technolutions
8.5

Support Rating

Freshdesk
9.1
Slate, by Technolutions
9.0

Implementation Rating

Freshdesk
10.0
Slate, by Technolutions

Add comparison