We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
Pricing and Cost Advice
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"It was definitely not expensive. It was two grand or maybe three grand total for a year.
It has just straight and simple standard licensing fees. There is no additional fee."
"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
"We use a licensing model only so we pay for the number of agents we have configured in the system only."
"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing.
You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
"It is costly."
"The pricing is pretty manageable and acceptable."
"This is our biggest issue: licensing. Our customer has only purchased a set number of full licensed users, and we are constantly running up against our license limit. To mitigate licensing concerns, we completely control at the admin level user additions and removals, and do a monthly cleanup process driven by security contractor removal reports."
"If the licensing were cheaper, our customer might buy more."
"Pricing is pretty straightforward and listed on their website. I recommend starting small and expanding later."
"The only potential concern is professional services. They are capable, but like to bill on an hourly basis."
"I do not think it is worth the value."
"If you are willing to pay for the licensing of it, it is able to scale out."
"Then, in pricing, you are limited on your number of SMS messages that you can send a month and the licensing cost annually."
"xMatters is pricey, but you have to consider what a critical incident costs your organization."
EthicsPoint enables you to investigate E&C reports from across your organization – and from all reporting channels – in a centralized database. You can effectively take action and resolve specific incidents and view system-wide metrics to identify risk areas.
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.
Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.
Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.
Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.
Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.
With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.
Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
Integration: Freshdesk’s open API can be used to integrate the solution with multiple third-party systems.
Comprehensive security: Freshdesk’s security features allow you to:
Set custom access permissions for agents.
Perform comprehensive audits of networks and systems.
Secure your own support domain or vanity URL with custom SSL certificates.
Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
Set up SSO scripts for credential authentication.
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “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. This information is valuable for board meetings.”
xMatters, an Everbridge company, is a service reliability platform that helps DevOps, SREs, and operations teams rapidly deliver products at scale by automating workflows and ensuring infrastructure and applications are always working. The xMatters code-free workflow builder, adaptive approach to incident management, and real-time performance analytics all support a single goal: deliver customer happiness.
Reliable services, rapid innovation: Automate operations workflows, ensure applications are always working, and deliver remarkable products at scale with the xMatters service reliability platform.
Automate on the xMatters service reliability platform: Move faster with confidence. Our no-code and low-code integrations let you build flexible workflows to address issues proactively—even during deployments.
Frictionless on-call: Manage on-call seamlessly. Automatically escalate to the right people, schedule with ease, and act on detailed alerts from anywhere.
Adaptive Incident Management: Stay resilient in any scenario with our adaptive approach to incident management. Automate resolution, protect customers from disruptions, and learn from each event.
Signal Intelligence: Put situations in context and cut through the noise of multiple monitoring tools with filtering and suppression, alert correlation, enriched notifications, and routing based on role or function.
Actionable Analytics: Get quick insights into key metrics to understand inefficiencies, boosting collaboration and productivity across engineering and operations teams.
Sample Customers
Con-Way Freight
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Over 2.7 million users trust xMatters daily at successful startups and global giants including athenahealth, BMC Software, Box, Credit Suisse, Danske Bank, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide.
Visit our website to see how business like yours found solutions with xMatters.
