What users are saying about
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Top Rated
237 Ratings
16 Ratings

Freshdesk

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Top Rated
237 Ratings
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Score 8.4 out of 100
16 Ratings
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Score 8.8 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

Veeva CRM

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Freshdesk
8.3
Veeva CRM
External knowledge base
Freshdesk
8.7
Veeva CRM
Internal knowledge base
Freshdesk
7.9
Veeva CRM

Multi-Channel Help

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

Sales Force Automation

Freshdesk
Veeva CRM
7.6
Customer data management / contact management
Freshdesk
Veeva CRM
8.0
Workflow management
Freshdesk
Veeva CRM
8.1
Territory management
Freshdesk
Veeva CRM
7.1
Opportunity management
Freshdesk
Veeva CRM
8.0
Integration with email client (e.g., Outlook or Gmail)
Freshdesk
Veeva CRM
7.6
Contract management
Freshdesk
Veeva CRM
7.1
Quote & order management
Freshdesk
Veeva CRM
6.1
Interaction tracking
Freshdesk
Veeva CRM
8.3
Channel / partner relationship management
Freshdesk
Veeva CRM
8.0

Customer Service & Support

Freshdesk
Veeva CRM
8.0
Case management
Freshdesk
Veeva CRM
8.0
Call center management
Freshdesk
Veeva CRM
8.0
Help desk management
Freshdesk
Veeva CRM
8.0

Marketing Automation

Freshdesk
Veeva CRM
7.1
Lead management
Freshdesk
Veeva CRM
7.0
Email marketing
Freshdesk
Veeva CRM
7.1

CRM Project Management

Freshdesk
Veeva CRM
7.5
Task management
Freshdesk
Veeva CRM
8.0
Billing and invoicing management
Freshdesk
Veeva CRM
7.6
Reporting
Freshdesk
Veeva CRM
6.9

CRM Reporting & Analytics

Freshdesk
Veeva CRM
6.4
Forecasting
Freshdesk
Veeva CRM
6.1
Pipeline visualization
Freshdesk
Veeva CRM
7.7
Customizable reports
Freshdesk
Veeva CRM
5.5

Customization

Freshdesk
Veeva CRM
7.4
Custom fields
Freshdesk
Veeva CRM
7.2
Custom objects
Freshdesk
Veeva CRM
7.2
Scripting environment
Freshdesk
Veeva CRM
7.3
API for custom integration
Freshdesk
Veeva CRM
7.9

Security

Freshdesk
Veeva CRM
9.0
Single sign-on capability
Freshdesk
Veeva CRM
9.0
Role-based user permissions
Freshdesk
Veeva CRM
9.0

Social CRM

Freshdesk
Veeva CRM
8.5
Social data
Freshdesk
Veeva CRM
8.0
Social engagement
Freshdesk
Veeva CRM
9.0

Integrations with 3rd-party Software

Freshdesk
Veeva CRM
9.0
Marketing automation
Freshdesk
Veeva CRM
9.0

Platform

Freshdesk
Veeva CRM
9.2
Mobile access
Freshdesk
Veeva CRM
9.2

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

Veeva CRM

  • 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
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

Veeva CRM

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

Veeva 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

Veeva 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

Veeva 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

Veeva 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

Veeva CRM

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).
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

Veeva CRM

  • The system has allowed our field staff to be more efficient
  • Target marketing based on the data analytics
Anonymous | TrustRadius Reviewer

Screenshots

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.

Veeva CRM

General

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

Veeva CRM Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
Veeva CRM
8.1

Likelihood to Renew

Freshdesk
10.0
Veeva CRM

Usability

Freshdesk
8.8
Veeva CRM

Support Rating

Freshdesk
9.1
Veeva CRM

Implementation Rating

Freshdesk
10.0
Veeva CRM

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