What users are saying about
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Top Rated
77 Ratings
17 Ratings

Freshservice

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Top Rated
77 Ratings
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Score 8.7 out of 100
17 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Freshservice

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
Sean Muller | TrustRadius Reviewer

Teamwork Desk

Teamwork is perfect for small to medium size business. It can be used for any scenario where a team needs to track and respond to email requests, questions or issues. We even had our HR team use it form recruitment communications
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshservice
9.0
Teamwork Desk
9.1
Organize and prioritize service tickets
Freshservice
9.6
Teamwork Desk
10.0
Expert directory
Freshservice
8.3
Teamwork Desk
Service restoration
Freshservice
9.8
Teamwork Desk
Self-service tools
Freshservice
9.1
Teamwork Desk
Subscription-based notifications
Freshservice
9.2
Teamwork Desk
7.3
ITSM collaboration and documentation
Freshservice
8.7
Teamwork Desk
ITSM reports and dashboards
Freshservice
8.4
Teamwork Desk
Ticket creation and submission
Freshservice
Teamwork Desk
10.0
Ticket response
Freshservice
Teamwork Desk
9.1

ITSM asset management

Freshservice
8.5
Teamwork Desk
Configuration mangement
Freshservice
9.0
Teamwork Desk
Asset management dashboard
Freshservice
8.4
Teamwork Desk
Policy and contract enforcement
Freshservice
8.3
Teamwork Desk

Change management

Freshservice
8.9
Teamwork Desk
Change requests repository
Freshservice
8.8
Teamwork Desk
Change calendar
Freshservice
8.7
Teamwork Desk
Service-level management
Freshservice
9.2
Teamwork Desk

Self Help Community

Freshservice
Teamwork Desk
8.2
External knowledge base
Freshservice
Teamwork Desk
8.2
Internal knowledge base
Freshservice
Teamwork Desk
8.2

Multi-Channel Help

Freshservice
Teamwork Desk
9.4
Customer portal
Freshservice
Teamwork Desk
8.2
Email support
Freshservice
Teamwork Desk
10.0
Help Desk CRM integration
Freshservice
Teamwork Desk
10.0

Pros

Freshservice

  • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
  • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
  • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
  • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
John Cilla | TrustRadius Reviewer

Teamwork Desk

  • Smart Inboxes allow us to filter tickets into specific themes/categories that we can use for prioritization
  • Teamwork Desk integrates with Teamwork Projects to turn tickets into tasks
  • The text editor is pretty easy to use to write replies, insert (paste) images, etc.
  • Feedback email sent to customers works well, customers leave ratings
  • Some great ways to automate certain stuff
  • API and webhooks are very flexible and detailed
  • Desk allows part-time agents which they don't charge for, so you can bring someone in to help on select tickets
Viktor Nagornyy | TrustRadius Reviewer

Cons

Freshservice

  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
Rob Buurman | TrustRadius Reviewer

Teamwork Desk

  • Thread Sometimes Gets Confusing Stacks sort of like Gmail
  • Cost Per Ticket
  • Tickets Ended up in Junk Before
Matthew McKenzie | TrustRadius Reviewer

Likelihood to Renew

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | TrustRadius Reviewer

Teamwork Desk

No score
No answers yet
No answers on this topic

Usability

Freshservice

Freshservice 8.9
Based on 6 answers
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
Anonymous | TrustRadius Reviewer

Teamwork Desk

No score
No answers yet
No answers on this topic

Support Rating

Freshservice

Freshservice 10.0
Based on 13 answers
The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
Anonymous | TrustRadius Reviewer

Teamwork Desk

Teamwork Desk 10.0
Based on 2 answers
I have never (ever) gone more than 30 min from receiving a response from their support team(!)
Jeff Mendelson, MBA | TrustRadius Reviewer

Implementation Rating

Freshservice

Freshservice 8.2
Based on 1 answer
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
Anonymous | TrustRadius Reviewer

Teamwork Desk

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | TrustRadius Reviewer

Teamwork Desk

Teamwork is much easier to deploy and administer when compared to Zendesk. It is much cheaper than Zendesk as well. You get a ton of features with even the base pricing.
Anonymous | TrustRadius Reviewer

Return on Investment

Freshservice

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy | TrustRadius Reviewer

Teamwork Desk

  • Desk makes it easy to collect feedback after ticket is closed, so we get good amount of ratings to know how we're doing
  • Having mobile access allows us to reply to customers quickly and on-the-go, so we don't have to wait to get to our computer
  • Integration with Projects is really key, it makes everything streamlined and organized. It saves us dozens of hours every month being able to track and organize everything, without the need for extra typing, clicking, waiting on pages to load
  • It helps us deliver outstanding support and fulfill services efficiently
Viktor Nagornyy | TrustRadius Reviewer

Screenshots

Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

Teamwork Desk

General

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

Teamwork Desk Editions & Modules

Edition
EnterpriseContact sales team
Free Forever$0.002
Pro$10.003
Premium$18.003
  1. none
  2. per month
  3. per user/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshservice
9.4
Teamwork Desk
10.0

Likelihood to Renew

Freshservice
9.1
Teamwork Desk

Usability

Freshservice
8.9
Teamwork Desk

Support Rating

Freshservice
10.0
Teamwork Desk
10.0

Implementation Rating

Freshservice
8.2
Teamwork Desk

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