We performed a comparison between Freshdesk and vRealize Business for Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, Freshworks, ServiceNow and others in Customer Experience Management."It is very easy to make reports."
"Omnichannel is one of the most valuable features of the solution."
"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."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"The UI is easy to use."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"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."
"The product provides excellent daily reports."
"It doesn't take long to develop an automation blueprint. You need about half an hour, and then you can install or deploy it on several systems. That was our first great advantage in the project because we urgently needed to deploy across many different systems."
"The way the dashboard works with the main orchestrator to combine different types of cloud providers is helpful."
"The most valuable feature is the metering capability."
"I like the integration with other applications or vendors."
"This solution has made us aware that we are over-provisioning our virtual machines."
"The most valuable feature is that it allows us to compare the billing between the clouds."
"The most valuable feature is that it has a very easy and adaptive look and feel, compared with some other cloud solutions."
"I would like on-the-go translation,"
"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."
"I would like to see a little bit more color in the solution."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"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."
"Technical support is not the best. It could be much, much better and offer better support to users."
"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."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"The solution's private cloud is much too expensive."
"If you haven't established a vSphere cluster and you only have a single server to integrate, you can't deploy any service."
"The pricing model is complicated and would be more predictable if it were simplified."
"There are some kinks to resolve with the Web GUI user interface, as it freezes at times."
"I would like it if they could provide their customers with more qualified support."
"It would be a good idea for VMware to be compatible with the most popular orchestration tools in the market."
"I would like to have an easy way of modifying the reference data that is used for the purposes of estimating the total billing."
"It's not always easy to find the information you need. You must have a lot of technical experience to find the right location for what you're implementing within the program."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while vRealize Business for Cloud is ranked 12th in Cloud Cost Management with 10 reviews. Freshdesk is rated 8.4, while vRealize Business for Cloud is rated 8.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of vRealize Business for Cloud writes "Complete solution for automation, orchestration, and end-to-end lifecycle management". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas vRealize Business for Cloud is most compared with VMware Aria Operations, VMware Aria Automation and VMware Aria Cost powered by CloudHealth.
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