What users are saying about
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Top Rated
237 Ratings

Freshdesk

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Top Rated
237 Ratings
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Score 8.4 out of 100
7 Ratings
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Score 3.7 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

Tour de Force CRM

Tour de Force can be very useful if you have someone on staff to configure and set it up. It needs constant upkeep with changes in what's needed, and constant updates. This would not be good for small businesses that do not have a sales teem. They charge heavily for tech support.
Mike Bursack | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Freshdesk
8.3
Tour de Force CRM
External knowledge base
Freshdesk
8.7
Tour de Force CRM
Internal knowledge base
Freshdesk
7.9
Tour de Force CRM

Multi-Channel Help

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

Sales Force Automation

Freshdesk
Tour de Force CRM
6.4
Customer data management / contact management
Freshdesk
Tour de Force CRM
10.0
Territory management
Freshdesk
Tour de Force CRM
10.0
Opportunity management
Freshdesk
Tour de Force CRM
10.0
Integration with email client (e.g., Outlook or Gmail)
Freshdesk
Tour de Force CRM
1.0
Quote & order management
Freshdesk
Tour de Force CRM
5.0
Interaction tracking
Freshdesk
Tour de Force CRM
7.0
Channel / partner relationship management
Freshdesk
Tour de Force CRM
2.0

Customer Service & Support

Freshdesk
Tour de Force CRM
5.5
Case management
Freshdesk
Tour de Force CRM
8.0
Help desk management
Freshdesk
Tour de Force CRM
3.0

Marketing Automation

Freshdesk
Tour de Force CRM
4.0
Lead management
Freshdesk
Tour de Force CRM
7.0
Email marketing
Freshdesk
Tour de Force CRM
1.0

CRM Project Management

Freshdesk
Tour de Force CRM
3.7
Task management
Freshdesk
Tour de Force CRM
1.0
Billing and invoicing management
Freshdesk
Tour de Force CRM
7.0
Reporting
Freshdesk
Tour de Force CRM
3.0

CRM Reporting & Analytics

Freshdesk
Tour de Force CRM
8.0
Forecasting
Freshdesk
Tour de Force CRM
8.0
Pipeline visualization
Freshdesk
Tour de Force CRM
8.0
Customizable reports
Freshdesk
Tour de Force CRM
8.0

Customization

Freshdesk
Tour de Force CRM
6.0
Custom fields
Freshdesk
Tour de Force CRM
6.0
API for custom integration
Freshdesk
Tour de Force CRM
6.0

Security

Freshdesk
Tour de Force CRM
9.5
Single sign-on capability
Freshdesk
Tour de Force CRM
10.0
Role-based user permissions
Freshdesk
Tour de Force CRM
9.0

Integrations with 3rd-party Software

Freshdesk
Tour de Force CRM
3.0
Marketing automation
Freshdesk
Tour de Force CRM
3.0

Platform

Freshdesk
Tour de Force CRM
8.0
Mobile access
Freshdesk
Tour de Force CRM
8.0

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

Tour de Force CRM

  • We can quickly see Customers sales for the week, month, year, and past years.
  • We can get deep into the data of a customers sales history and what they are or aren't buying.
Mike Bursack | 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

Tour de Force CRM

  • There's too much data, and sales people have trouble finding what they need.
  • It can be hard for IT or sales manager to manage all the data in an informational way.
Mike Bursack | 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

Tour de Force CRM

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

Tour de Force CRM

No score
No answers yet
No answers on this topic

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

Tour de Force CRM

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

Tour de Force CRM

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

Tour de Force CRM

Tour de Force was less expensive than Sales Force, and has more abilities that Epicor CRM.
Mike Bursack | 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

Tour de Force CRM

  • Better customer visibility.
  • We have better customer rating for finding top and bottom customers based on orders.
Mike Bursack | TrustRadius Reviewer

Screenshots

Tour de Force CRM

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.

Tour de Force CRM

General

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

Tour de Force CRM Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
Tour de Force CRM
7.0

Likelihood to Renew

Freshdesk
10.0
Tour de Force CRM

Usability

Freshdesk
8.8
Tour de Force CRM

Support Rating

Freshdesk
9.1
Tour de Force CRM

Implementation Rating

Freshdesk
10.0
Tour de Force CRM

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