We performed a comparison between Freshdesk and Freshsales based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."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."
"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."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"Omnichannel is one of the most valuable features of the solution."
"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."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"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 solution is a low-cost CRM product compared to other CRM alternatives."
"One of the most valuable features is the ability to divert deals based on the potential revenue or specific market to certain sales teams."
"Freshsales is user-friendly, scalable and stable."
"I like Freshsales because it's integrated with Shopify which we use to host our website."
"Freshsales is very simple to use, but it's fairly limited in its functionalities, and it's very cheap."
"I would like to see a little bit more color in the solution."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"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."
"Asset management and branding are two areas in the solution that have scope for improvement."
"I would like on-the-go translation,"
"It should enhance its service and its reporting capabilities."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"The solution needs to improve the user experience and leads capture."
"We have a problem with the time to delivery for our customers, although this is not specific to this solution. Time to delivery can be 90 days."
"The reporting for this solution across all their products could be improved. Currently, we have clients who export their data from Freshservices to third party solutions such Power BI to create more comprehensive reports."
"The price of this solution could be improved as well as the reporting functionality."
"It lacks customizability for complex and larger use cases."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while Freshsales is ranked 20th in CRM with 5 reviews. Freshdesk is rated 8.4, while Freshsales is rated 7.8. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Freshsales writes "Helps to manage sales pipeline". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Freshsales is most compared with monday.com and Blackbaud CRM.
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.