What users are saying about
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Top Rated
351 Ratings

Freshdesk

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Top Rated
351 Ratings
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Score 8.5 out of 100
8 Ratings
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Score 9.5 out of 100

Feature Set Ratings

  • Freshdesk ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

8.4

Freshdesk

84%
6.8

Vision Helpdesk

68%
Freshdesk ranks higher in 6/6 features

Organize and prioritize service tickets

8.7
87%
60 Ratings
8.0
80%
3 Ratings

Expert directory

7.8
78%
43 Ratings
N/A
0 Ratings

Subscription-based notifications

8.4
84%
3 Ratings
8.0
80%
3 Ratings

ITSM collaboration and documentation

7.6
76%
4 Ratings
N/A
0 Ratings

Ticket creation and submission

8.9
89%
61 Ratings
6.0
60%
3 Ratings

Ticket response

8.8
88%
61 Ratings
5.0
50%
3 Ratings

Self Help Community

8.1

Freshdesk

81%
5.0

Vision Helpdesk

50%
Freshdesk ranks higher in 2/2 features

External knowledge base

7.8
78%
52 Ratings
5.0
50%
2 Ratings

Internal knowledge base

8.4
84%
53 Ratings
5.0
50%
2 Ratings

Multi-Channel Help

8.2

Freshdesk

82%
7.0

Vision Helpdesk

70%
Freshdesk ranks higher in 5/5 features

Customer portal

8.4
84%
52 Ratings
8.0
80%
3 Ratings

IVR

8.2
82%
21 Ratings
N/A
0 Ratings

Social integration

7.9
79%
37 Ratings
7.0
70%
3 Ratings

Email support

8.9
89%
60 Ratings
6.0
60%
3 Ratings

Help Desk CRM integration

7.6
76%
38 Ratings
7.0
70%
1 Rating

Attribute Ratings

  • Freshdesk is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating
  • Vision Helpdesk is rated higher in 2 areas: Likelihood to Renew, Implementation Rating

Likelihood to Recommend

8.4

Freshdesk

84%
131 Ratings
5.0

Vision Helpdesk

50%
4 Ratings

Likelihood to Renew

7.5

Freshdesk

75%
8 Ratings
9.1

Vision Helpdesk

91%
1 Rating

Usability

8.5

Freshdesk

85%
29 Ratings
8.2

Vision Helpdesk

82%
1 Rating

Availability

9.2

Freshdesk

92%
2 Ratings

Vision Helpdesk

N/A
0 Ratings

Performance

7.3

Freshdesk

73%
2 Ratings

Vision Helpdesk

N/A
0 Ratings

Support Rating

8.7

Freshdesk

87%
32 Ratings
6.0

Vision Helpdesk

60%
4 Ratings

In-Person Training

8.2

Freshdesk

82%
1 Rating

Vision Helpdesk

N/A
0 Ratings

Online Training

7.3

Freshdesk

73%
1 Rating

Vision Helpdesk

N/A
0 Ratings

Implementation Rating

8.7

Freshdesk

87%
60 Ratings
9.1

Vision Helpdesk

91%
2 Ratings

Configurability

9.2

Freshdesk

92%
4 Ratings

Vision Helpdesk

N/A
0 Ratings

Contract Terms and Pricing Model

9.2

Freshdesk

92%
2 Ratings

Vision Helpdesk

N/A
0 Ratings

Ease of integration

8.2

Freshdesk

82%
2 Ratings

Vision Helpdesk

N/A
0 Ratings

Product Scalability

9.2

Freshdesk

92%
2 Ratings

Vision Helpdesk

N/A
0 Ratings

Vendor post-sale

8.2

Freshdesk

82%
2 Ratings

Vision Helpdesk

N/A
0 Ratings

Vendor pre-sale

7.3

Freshdesk

73%
2 Ratings

Vision Helpdesk

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.
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Vision Helpdesk

I think that there is probably nothing that Vision Helpdesk can't do given enough work to customize it. The problem is that you almost have to have someone dedicated to knowing everything there is to know about the system and then have them be the administrator of all the customizations and feature additions you want. It's great that it can do so much, but it's not great that it's so complicated and has very little out-of-the-box configurations.
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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.
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Vision Helpdesk

  • The best thing for us - the timer. It's really cool. We can start the timer and end it when support finishes. It's very important for working with other companies we give support for.
  • Good-looking, with good visualisation and usability dashboard.
  • Ticket transfer between support users, comments, ticket printing.
  • The best price and functionality, comparing to other help desks.
  • Support. Best support I have seen on internet. Helped with setup, and helped with few minor questions.
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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.
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Vision Helpdesk

  • Chat feature.
  • Remote desktop.
  • Get more integration with other software and Mobile apps.
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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

Vision Helpdesk

Starting Price

$8 per month

Editions & Modules

Vision Helpdesk editions and modules pricing
EditionModules
Starter Help Desk$81
Pro Help Desk$162
Satellite Help Desk$203
Starter Help Desk$124
Satellite Help Desk$245
Pro Service Desk$326
Ent Service Desk$327
Pro Service Desk$248
Ent Service Desk$489
Pro Help Desk$2010

Footnotes

  1. per month per seat
  2. per month per seat
  3. per month per seat
  4. per month per seat
  5. per month per seat
  6. per month per seat
  7. per month per seat
  8. per month per seat
  9. per month per seat
  10. per month per seat

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
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Vision Helpdesk

For us it's really best solution.
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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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Vision Helpdesk

Really simple, good-looking interface, many features and customizations
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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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Vision Helpdesk

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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Vision Helpdesk

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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Vision Helpdesk

Support from Vision Helpdesk was rather lackluster. We uncovered a bug pretty early on in our use of the system and it took them about a month to fix it. Our internal admin of the system had to keep pestering them to get it fixed. It wasn't critical to our business but was something we needed fixed and it just seemed like they didn't care that much about fixing it.
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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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Vision Helpdesk

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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Vision Helpdesk

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.
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Vision Helpdesk

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.
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Vision Helpdesk

Vision Helpdesk was more open for an NGO while the other companies were more attended on the "big-money", which we don't have as an NGO. Second point is that Vision Helpdesk is very easy and simple to use. Not too much installation, programming etc.
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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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Vision Helpdesk

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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Vision Helpdesk

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.
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Vision Helpdesk

  • Most cost-effective help desk software I have researched from Kayako to SAAS [products] like Zendesk.
  • We got more features and easy customization done with Vision Helpdesk which where not possible for Zendesk and Kayako was too costly.
  • Ticket tracking has been easier and faster with Vision Helpdesk; for our web hosting business we prefer a download version which is not possible with SAAS help desk providers ( Zendesk or Freshdesk).
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Screenshots

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