We performed a comparison between Freshdesk and IDERA Uptime Infrastructure Monitor based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."It is very easy to make reports."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"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 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 is quite easy to program custom apps and integrate them."
"Technical support is outstanding."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"My organization can leverage IDERA Uptime Infrastructure Monitor to learn more about how clients perform because the solution lets you monitor and optimize devices and apply best practices."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"Technical support is not the best. It could be much, much better and offer better support to users."
"I would like on-the-go translation,"
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"It should enhance its service and its reporting capabilities."
"Asset management and branding are two areas in the solution that have scope for improvement."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"What I want to improve in IDERA Uptime Infrastructure Monitor is the community aspect, where IDERA would provide customers with updates on functionalities, what comes next, what IDERA Uptime Infrastructure Monitor upgrades would be released, etc. I also want the sustainability of IDERA Uptime Infrastructure Monitor to improve."
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Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while IDERA Uptime Infrastructure Monitor is ranked 60th in Network Monitoring Software with 5 reviews. Freshdesk is rated 8.4, while IDERA Uptime Infrastructure Monitor is rated 8.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of IDERA Uptime Infrastructure Monitor writes "It offers different licensing types that allow you to extend the services to clients; it lets you look into device performance and optimization and helps apply best practices". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas IDERA Uptime Infrastructure Monitor is most compared with Zabbix.
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