We performed a comparison between Freshdesk and Salesforce Service Cloud 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."Technical support is outstanding."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"Omnichannel is one of the most valuable features of the solution."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"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."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"It is very easy to make reports."
"The plug-ins that work with other standard systems have made the product industry-ready."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"It is a stable product."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The product's initial setup phase was straightforward."
"The complexity of the solution is very less."
"It's a cloud tool, so it is easy to set up."
"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."
"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."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"Technical support is not the best. It could be much, much better and offer better support to users."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"Asset management and branding are two areas in the solution that have scope for improvement."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"Salesforce Service Cloud's report functionality could be improved."
"The integrations with other solutions can be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The documentation could be improved."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
Freshdesk is ranked 6th in Help Desk Software with 27 reviews while Salesforce Service Cloud is ranked 9th in Help Desk Software with 39 reviews. Freshdesk is rated 8.4, while Salesforce Service Cloud is rated 8.6. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our Freshdesk vs. Salesforce Service Cloud report.
See our list of best Help Desk Software vendors and best Knowledge Management Software vendors.
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