We performed a comparison between Freshdesk and Freshservice 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.
"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 UI is easy to use."
"The organization that is possible with other departments is the solution's most valuable aspect."
"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 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."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"We found the initial setup to be very simple."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"There is a nice user interface."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"The solution has been stable."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"It should enhance its service and its reporting capabilities."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"I would like to see a little bit more color in the solution."
"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."
"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."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"Freshservice could improve the integration with Microsoft Outlook."
"We'd like better integration with other products."
"A chat bot needs to be added to the portal."
"Freshservice's technical support has issues with delays and translations."
"It's hard to interact directly with the users themselves."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
Freshdesk is ranked 6th in Help Desk Software with 27 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. Freshdesk is rated 8.4, while Freshservice is rated 8.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus. See our Freshdesk vs. Freshservice report.
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