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
6 Ratings
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Score 5.1 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

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.
Lane Edwards | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
Vision Helpdesk
6.8
Organize and prioritize service tickets
Freshdesk
9.0
Vision Helpdesk
8.0
Expert directory
Freshdesk
8.4
Vision Helpdesk
Subscription-based notifications
Freshdesk
8.4
Vision Helpdesk
8.0
ITSM collaboration and documentation
Freshdesk
7.6
Vision Helpdesk
Ticket creation and submission
Freshdesk
9.3
Vision Helpdesk
6.0
Ticket response
Freshdesk
9.7
Vision Helpdesk
5.0

Self Help Community

Freshdesk
8.3
Vision Helpdesk
5.0
External knowledge base
Freshdesk
8.7
Vision Helpdesk
5.0
Internal knowledge base
Freshdesk
7.9
Vision Helpdesk
5.0

Multi-Channel Help

Freshdesk
7.4
Vision Helpdesk
7.0
Customer portal
Freshdesk
8.4
Vision Helpdesk
8.0
IVR
Freshdesk
3.0
Vision Helpdesk
Social integration
Freshdesk
7.6
Vision Helpdesk
7.0
Email support
Freshdesk
9.8
Vision Helpdesk
6.0
Help Desk CRM integration
Freshdesk
8.3
Vision Helpdesk
7.0

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

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.
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

Vision Helpdesk

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

Vision Helpdesk

Vision Helpdesk 9.1
Based on 1 answer
For us it's really best solution.
Anonymous | TrustRadius Reviewer

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

Vision Helpdesk

Vision Helpdesk 8.2
Based on 1 answer
Really simple, good-looking interface, many features and customizations
Anonymous | TrustRadius Reviewer

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

Vision Helpdesk

Vision Helpdesk 6.0
Based on 2 answers
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.
Lane Edwards | TrustRadius Reviewer

Implementation Rating

Freshdesk

Freshdesk 10.0
Based on 2 answers
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Vision Helpdesk

Vision Helpdesk 9.1
Based on 1 answer
No answer on this topic is available.

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

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.
Y Ce | 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

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).
Max F | 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.

Vision Helpdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Vision Helpdesk Editions & Modules

On-premise Edition
Help Desk Software$71
Satellite Help Desk$141
IT Service Desk$211
  1. Per Seat per Month
SaaS Edition
Help Desk Software$71
Satellite Help Desk$141
IT Service Desk$211
  1. Per User per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
Vision Helpdesk
5.0

Likelihood to Renew

Freshdesk
10.0
Vision Helpdesk
9.1

Usability

Freshdesk
8.8
Vision Helpdesk
8.2

Support Rating

Freshdesk
9.1
Vision Helpdesk
6.0

Implementation Rating

Freshdesk
10.0
Vision Helpdesk
9.1

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