Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk
Score 8.6 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 10 agents per user
Veeva CRM
Score 7.6 out of 10
N/A
Veeva CRM is an enterprise customer relationship management application for pharmaceutical, biotech, consumer health, and animal health companies. CRM supports field sales and medical teams, including primary care, specialty care, key accounts, retail sales, and medical science liaisons.N/A
Pricing
FreshdeskVeeva CRM
Editions & Modules
Free
$0
Up to 10 agents
Growth
$15
per month per agent
Pro
$49
per month per agent
Enterprise
$69
per month per agent
No answers on this topic
Offerings
Pricing Offerings
FreshdeskVeeva CRM
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
FreshdeskVeeva CRM
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk
8.4
145 Ratings
6% above category average
Veeva CRM
-
Ratings
Organize and prioritize service tickets8.7141 Ratings00 Ratings
Expert directory8.195 Ratings00 Ratings
Subscription-based notifications8.43 Ratings00 Ratings
ITSM collaboration and documentation7.64 Ratings00 Ratings
Ticket creation and submission8.8142 Ratings00 Ratings
Ticket response8.7142 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk
8.3
130 Ratings
7% above category average
Veeva CRM
-
Ratings
External knowledge base8.4116 Ratings00 Ratings
Internal knowledge base8.3120 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk
8.3
138 Ratings
8% above category average
Veeva CRM
-
Ratings
Customer portal8.2116 Ratings00 Ratings
IVR8.143 Ratings00 Ratings
Social integration8.572 Ratings00 Ratings
Email support8.7138 Ratings00 Ratings
Help Desk CRM integration8.284 Ratings00 Ratings
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Freshdesk
-
Ratings
Veeva CRM
9.1
4 Ratings
17% above category average
Customer data management / contact management00 Ratings10.04 Ratings
Workflow management00 Ratings9.04 Ratings
Territory management00 Ratings7.04 Ratings
Opportunity management00 Ratings8.03 Ratings
Integration with email client (e.g., Outlook or Gmail)00 Ratings10.03 Ratings
Contract management00 Ratings10.03 Ratings
Quote & order management00 Ratings9.03 Ratings
Interaction tracking00 Ratings10.04 Ratings
Channel / partner relationship management00 Ratings9.03 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Freshdesk
-
Ratings
Veeva CRM
9.3
3 Ratings
22% above category average
Case management00 Ratings10.03 Ratings
Call center management00 Ratings8.01 Ratings
Help desk management00 Ratings10.02 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Freshdesk
-
Ratings
Veeva CRM
8.5
3 Ratings
12% above category average
Lead management00 Ratings9.03 Ratings
Email marketing00 Ratings8.03 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Freshdesk
-
Ratings
Veeva CRM
9.7
3 Ratings
25% above category average
Task management00 Ratings10.03 Ratings
Billing and invoicing management00 Ratings10.03 Ratings
Reporting00 Ratings9.03 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Freshdesk
-
Ratings
Veeva CRM
8.7
4 Ratings
13% above category average
Forecasting00 Ratings8.03 Ratings
Pipeline visualization00 Ratings9.03 Ratings
Customizable reports00 Ratings9.04 Ratings
Customization
Comparison of Customization features of Product A and Product B
Freshdesk
-
Ratings
Veeva CRM
8.8
4 Ratings
15% above category average
Custom fields00 Ratings8.04 Ratings
Custom objects00 Ratings7.04 Ratings
Scripting environment00 Ratings10.03 Ratings
API for custom integration00 Ratings10.04 Ratings
Security
Comparison of Security features of Product A and Product B
Freshdesk
-
Ratings
Veeva CRM
9.5
4 Ratings
13% above category average
Single sign-on capability00 Ratings9.04 Ratings
Role-based user permissions00 Ratings10.04 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Freshdesk
-
Ratings
Veeva CRM
8.5
1 Ratings
16% above category average
Social data00 Ratings8.01 Ratings
Social engagement00 Ratings9.01 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
Freshdesk
-
Ratings
Veeva CRM
9.0
2 Ratings
23% above category average
Marketing automation00 Ratings9.02 Ratings
Compensation management00 Ratings9.01 Ratings
Platform
Comparison of Platform features of Product A and Product B
Freshdesk
-
Ratings
Veeva CRM
10.0
4 Ratings
29% above category average
Mobile access00 Ratings10.04 Ratings
Best Alternatives
FreshdeskVeeva CRM
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Creatio
Creatio
Score 9.1 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Creatio
Creatio
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshdeskVeeva CRM
Likelihood to Recommend
8.7
(213 ratings)
9.0
(4 ratings)
Likelihood to Renew
9.8
(14 ratings)
-
(0 ratings)
Usability
8.9
(36 ratings)
-
(0 ratings)
Availability
9.1
(4 ratings)
-
(0 ratings)
Performance
8.5
(4 ratings)
-
(0 ratings)
Support Rating
8.7
(34 ratings)
-
(0 ratings)
In-Person Training
8.2
(1 ratings)
-
(0 ratings)
Online Training
7.9
(2 ratings)
-
(0 ratings)
Implementation Rating
8.4
(142 ratings)
-
(0 ratings)
Configurability
8.5
(3 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.1
(3 ratings)
-
(0 ratings)
Ease of integration
8.8
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(4 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(2 ratings)
-
(0 ratings)
Vendor pre-sale
7.8
(2 ratings)
-
(0 ratings)
User Testimonials
FreshdeskVeeva CRM
Likelihood to Recommend
Freshworks Inc
Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user
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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.
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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
  • Commercial Cloud
  • Sunrise UI
  • Multi device support from browser, iOS devices
Read full review
Cons
Freshworks Inc
  • Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
  • The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
  • Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).
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Veeva Systems
  • There is no offline version of the app so it is hard for field staffs to access where internet connectivity is not strong
  • Can be expensive specially for a smaller company as it is based on SAAS platform
Read full review
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!
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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.
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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.
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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.
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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.
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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.
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Veeva Systems
No answers on this topic
Implementation Rating
Freshworks Inc
Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value"
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Veeva Systems
No answers on this topic
Alternatives Considered
Freshworks Inc
FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.
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Veeva Systems
Better for field based medical personnel when recording Medical calls.
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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.
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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.
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Veeva Systems
No answers on this topic
Return on Investment
Freshworks Inc
  • Freshdesk is certainly better than nothing, or a simple shared inbox
  • Freshdesk is frustrating to incorporate social media with
  • Freshdesk excels at ticket management
  • Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs.
Read full review
Veeva Systems
  • Oftentimes it is the field sales force that heavily influence the choice of the CRM solution. It appears that many of our field sales force prefer Veeva. Happy reps = more actively used CRM = clearer understanding of the reps' activities.
  • Veeva offer 2 implementation versions - out of the box implementation (around 6-8 weeks to install) and 'all singing, all dancing' implementation (based on the length of your specific string). You can pick one and therefore influence your ROI accordingly.
  • Again, as Veeva CRM is pretty much a de facto CRM solution, this is good for scalability if/when rolling it out across multiple regions/branches
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