We performed a comparison between Freshdesk and Hornbill Systems Supportworks based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"Technical support is outstanding."
"The organization that is possible with other departments is the solution's most valuable aspect."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"The UI is easy to use."
"It is quite easy to program custom apps and integrate them."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"Asset management and branding are two areas in the solution that have scope for improvement."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"I would like on-the-go translation,"
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
More Hornbill Systems Supportworks Pricing and Cost Advice →
Earn 20 points
Freshdesk is ranked 9th in Help Desk Software with 27 reviews while Hornbill Systems Supportworks is ranked 34th in Help Desk Software. Freshdesk is rated 8.4, while Hornbill Systems Supportworks is rated 7.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas Hornbill Systems Supportworks is most compared with ServiceNow. See our Freshdesk vs. Hornbill Systems Supportworks report.
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.