We performed a comparison between Freshdesk and Salesforce Sales Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"The organization that is possible with other departments is the solution's most valuable aspect."
"Technical support is outstanding."
"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."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"Omnichannel is one of the most valuable features of the solution."
"Suitable for all sizes of organizations."
"Salesforce highlights what are we selling in different regions and which regions or areas offer opportunities. We are able to view sales by month, quarter or year."
"The company wants to implement the idea of democracy within IT. As an end user, you can do a lot by yourself, so you do not have to write code. The idea is that they go for low-code and they use flow. It's possible to update records and do things like automation without writing real codes. I think this is one of the advantages of the solution."
"This product is lightweight."
"This solution offers a good user experience. It is easy to learn and use, even for those who are using it for the first time."
"You can adapt Salesforce for all customer needs."
"The dashboards and dashboard customization are great."
"It is a very good tool. There are a lot of interesting features. It is one of the best solutions."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"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."
"It should enhance its service and its reporting capabilities."
"I would like on-the-go translation,"
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"When integrating Salesforce Sales Cloud with other applications it can be difficult to maintain security."
"I would like to see a more affordable licensing model."
"Amount of storage provided is limited."
"One area where the solution could improve is with handling feature requests."
"The licensing price could be cheaper."
"It could have a more user-friendly interface."
"If the infrastructure is not correct, then customers are having an issue and it's taking a lot of time to load."
"There could be an option to change the price list without creating a new quote."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while Salesforce Sales Cloud is ranked 3rd in CRM with 94 reviews. Freshdesk is rated 8.4, while Salesforce Sales Cloud is rated 8.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Salesforce Sales Cloud writes "Vast, configurable, and offers great ROI". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Salesforce Sales Cloud is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle E-Business Suite, SAP ERP and IQVIA Orchestrated Customer Engagement.
We monitor all Customer Experience Management 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.
