What users are saying about
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Top Rated
351 Ratings
18 Ratings

Freshdesk

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Top Rated
351 Ratings
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Score 8.5 out of 100
18 Ratings
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Score 9.3 out of 100

Feature Set Ratings

    Incident and problem management

    8.4

    Freshdesk

    84%

    Veeva CRM

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

    Organize and prioritize service tickets

    8.7
    87%
    60 Ratings
    N/A
    0 Ratings

    Expert directory

    7.8
    78%
    43 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

    8.9
    89%
    61 Ratings
    N/A
    0 Ratings

    Ticket response

    8.8
    88%
    61 Ratings
    N/A
    0 Ratings

    Self Help Community

    8.1

    Freshdesk

    81%

    Veeva CRM

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

    External knowledge base

    7.8
    78%
    52 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    8.4
    84%
    53 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    8.2

    Freshdesk

    82%

    Veeva CRM

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

    Customer portal

    8.4
    84%
    52 Ratings
    N/A
    0 Ratings

    IVR

    8.2
    82%
    21 Ratings
    N/A
    0 Ratings

    Social integration

    7.9
    79%
    37 Ratings
    N/A
    0 Ratings

    Email support

    8.9
    89%
    60 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    7.6
    76%
    38 Ratings
    N/A
    0 Ratings

    Sales Force Automation

    Freshdesk

    Feature Set Not Supported
    N/A
    7.6

    Veeva CRM

    76%
    Veeva CRM ranks higher in 9/9 features

    Customer data management / contact management

    N/A
    0 Ratings
    8.0
    80%
    3 Ratings

    Workflow management

    N/A
    0 Ratings
    8.1
    81%
    3 Ratings

    Territory management

    N/A
    0 Ratings
    7.1
    71%
    3 Ratings

    Opportunity management

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Integration with email client (e.g., Outlook or Gmail)

    N/A
    0 Ratings
    7.6
    76%
    2 Ratings

    Contract management

    N/A
    0 Ratings
    7.1
    71%
    2 Ratings

    Quote & order management

    N/A
    0 Ratings
    6.1
    61%
    2 Ratings

    Interaction tracking

    N/A
    0 Ratings
    8.3
    83%
    3 Ratings

    Channel / partner relationship management

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Customer Service & Support

    Freshdesk

    Feature Set Not Supported
    N/A
    8.0

    Veeva CRM

    80%
    Veeva CRM ranks higher in 3/3 features

    Case management

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Call center management

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Help desk management

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Marketing Automation

    Freshdesk

    Feature Set Not Supported
    N/A
    7.1

    Veeva CRM

    71%
    Veeva CRM ranks higher in 2/2 features

    Lead management

    N/A
    0 Ratings
    7.0
    70%
    2 Ratings

    Email marketing

    N/A
    0 Ratings
    7.1
    71%
    2 Ratings

    CRM Project Management

    Freshdesk

    Feature Set Not Supported
    N/A
    7.5

    Veeva CRM

    75%
    Veeva CRM ranks higher in 3/3 features

    Task management

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Billing and invoicing management

    N/A
    0 Ratings
    7.6
    76%
    2 Ratings

    Reporting

    N/A
    0 Ratings
    6.9
    69%
    2 Ratings

    CRM Reporting & Analytics

    Freshdesk

    Feature Set Not Supported
    N/A
    6.4

    Veeva CRM

    64%
    Veeva CRM ranks higher in 3/3 features

    Forecasting

    N/A
    0 Ratings
    6.1
    61%
    2 Ratings

    Pipeline visualization

    N/A
    0 Ratings
    7.7
    77%
    2 Ratings

    Customizable reports

    N/A
    0 Ratings
    5.5
    55%
    3 Ratings

    Customization

    Freshdesk

    Feature Set Not Supported
    N/A
    7.4

    Veeva CRM

    74%
    Veeva CRM ranks higher in 4/4 features

    Custom fields

    N/A
    0 Ratings
    7.2
    72%
    3 Ratings

    Custom objects

    N/A
    0 Ratings
    7.2
    72%
    3 Ratings

    Scripting environment

    N/A
    0 Ratings
    7.3
    73%
    2 Ratings

    API for custom integration

    N/A
    0 Ratings
    7.9
    79%
    3 Ratings

    Security

    Freshdesk

    Feature Set Not Supported
    N/A
    9.0

    Veeva CRM

    90%
    Veeva CRM ranks higher in 2/2 features

    Single sign-on capability

    N/A
    0 Ratings
    9.0
    90%
    3 Ratings

    Role-based user permissions

    N/A
    0 Ratings
    9.0
    90%
    3 Ratings

    Social CRM

    Freshdesk

    Feature Set Not Supported
    N/A
    8.5

    Veeva CRM

    85%
    Veeva CRM ranks higher in 2/2 features

    Social data

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Social engagement

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Integrations with 3rd-party Software

    Freshdesk

    Feature Set Not Supported
    N/A
    9.0

    Veeva CRM

    90%
    Veeva CRM ranks higher in 1/1 features

    Marketing automation

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Platform

    Freshdesk

    Feature Set Not Supported
    N/A
    9.2

    Veeva CRM

    92%
    Veeva CRM ranks higher in 1/1 features

    Mobile access

    N/A
    0 Ratings
    9.2
    92%
    3 Ratings

    Attribute Ratings

    • Freshdesk is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.4

    Freshdesk

    84%
    131 Ratings
    8.1

    Veeva CRM

    81%
    3 Ratings

    Likelihood to Renew

    7.5

    Freshdesk

    75%
    8 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Usability

    8.6

    Freshdesk

    86%
    29 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Availability

    9.2

    Freshdesk

    92%
    2 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Performance

    7.3

    Freshdesk

    73%
    2 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Support Rating

    8.7

    Freshdesk

    87%
    32 Ratings

    Veeva CRM

    N/A
    0 Ratings

    In-Person Training

    8.2

    Freshdesk

    82%
    1 Rating

    Veeva CRM

    N/A
    0 Ratings

    Online Training

    7.3

    Freshdesk

    73%
    1 Rating

    Veeva CRM

    N/A
    0 Ratings

    Implementation Rating

    8.7

    Freshdesk

    87%
    60 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Configurability

    9.2

    Freshdesk

    92%
    4 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    9.2

    Freshdesk

    92%
    2 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Ease of integration

    8.2

    Freshdesk

    82%
    2 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Product Scalability

    9.2

    Freshdesk

    92%
    2 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Vendor post-sale

    8.2

    Freshdesk

    82%
    2 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Vendor pre-sale

    7.3

    Freshdesk

    73%
    2 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Likelihood to Recommend

    Freshworks Inc

    Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.
    Read full review

    Veeva Systems

    Good for larger teams with a lot of activities and therefore a good justification for the investment. Great for 'as above' + the companies looking to integrate Veeva CRM with other Veeva offerings, such as Align, Inslight, Zinc/PromoMats etc. Not so great for smaller organisations or those with more slightly more restricting budgets.
    Read full review

    Pros

    Freshworks Inc

    • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
    • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
    • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
    Read full review

    Veeva Systems

    • Easily accessible with any devices such as ipads, iphones and desktop
    • Data mining - system provides insightful information to users which are targeted for each customer
    • Increases productivity of field staffs
    Read full review

    Cons

    Freshworks Inc

    • To be honest I never noticed any
    • It was smooth for me but one thing I found an issue for me as a developer I was required to send code sometimes but due to Freshdesk internal security scanning it was not allowing me to do so.
    Read full review

    Veeva Systems

    • Configuration flexibility specific to Medical continues to be a challenge to differentiate from Commercial
    • Standardization of permissions and customization across teams
    • Pricing
    Read full review

    Pricing Details

    Freshdesk

    Starting Price

    $0 Up to 10 agents per user

    Editions & Modules

    Freshdesk editions and modules pricing
    EditionModules
    Pro$491
    Free$02
    Growth$153
    Enterprise$694

    Footnotes

    1. per month per agent
    2. Up to 10 agents
    3. per month per agent
    4. per month per agent

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    Veeva CRM

    Starting Price

    $0

    Editions & Modules

    Veeva CRM editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Freshworks Inc

      We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
      Read full review

      Veeva Systems

      No answers on this topic

      Usability

      Freshworks Inc

      I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
      Read full review

      Veeva Systems

      No answers on this topic

      Reliability and Availability

      Freshworks Inc

      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.
      Read full review

      Veeva Systems

      No answers on this topic

      Performance

      Freshworks Inc

      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.
      Read full review

      Veeva Systems

      No answers on this topic

      Support Rating

      Freshworks Inc

      The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
      Read full review

      Veeva Systems

      No answers on this topic

      In-Person Training

      Freshworks Inc

      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.
      Read full review

      Veeva Systems

      No answers on this topic

      Online Training

      Freshworks Inc

      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.
      Read full review

      Veeva Systems

      No answers on this topic

      Implementation Rating

      Freshworks Inc

      For the three years of using and implementing Freshdesk in the company, it has progressed massively. I can still remember that the features it had before are nothing compared to now. It has a lot of app integration which makes system communications effective and easier. Everything in the business now complements Freshdesk. The processes and workflows we have is the best fit with Freshdesk.
      Read full review

      Veeva Systems

      No answers on this topic

      Alternatives Considered

      Freshworks Inc

      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 the available in-app integrations prove to be very efficient and helpful.
      Read full review

      Veeva Systems

      As Veeva CRM is built on Salesforce' platform, both solutions have rather similar look, feel and offered set of functionalities. Veeva CRM is geared up specifically for the pharmaceutical industry - to my understanding, there is an agreement between the companies, preventing Salesforce.com from stepping into the pharma market. So if you are familiar with the Salesforce.com experience - from the solution to their implementation, training and support approaches - you can expect similar from Veeva (CRM).
      Read full review

      Contract Terms and Pricing Model

      Freshworks Inc

      The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
      Read full review

      Veeva Systems

      No answers on this topic

      Scalability

      Freshworks Inc

      The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
      Read full review

      Veeva Systems

      No answers on this topic

      Return on Investment

      Freshworks Inc

      • Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles.
      • We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed.
      • Our resolution time and turnaround time have decreased dramatically.
      • We are able to easily keep track of our support performance.
      Read full review

      Veeva Systems

      • The system has allowed our field staff to be more efficient
      • Target marketing based on the data analytics
      Read full review

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