Freshdesk Review
Freshdesk – Customer Happiness, Refreshingly Easy
Summary: While a limited feature free version is on offer, paying just a small amount for a monthly package opens up a whole range of powerful and advanced features. Freshdesk integrates with all sorts of business software and has a developer friendly API if you need to make an app yourself. With five different pricing levels, Freshdesk can scale easily to any business size.
Website: http://freshdesk.com/
You might prefer this software if:
- You want a program that integrates well
- You want a program that scales with your business
- You want an intuitive, beginner friendly program
- You want to use their free version
- You want powerful features for a low cost
You might prefer another if:
- They have a specific feature you prefer – Freshdesk is really great!
| Desk.com | Freshdesk | Zendesk | SupportBee | Zoho Support | HappyFox | Kayako | |
|---|---|---|---|---|---|---|---|
| Best Premium | Best for integrations & scalability | Best for Social Media | Without Distinction | Best Low Cost | Best for Email tickets | Best for Phone Support | |
| Customisable Support Centre | y | y | y | y | y | y | |
| Unlimited Users | BEST | ||||||
| Template Responses | y | y | y | y | y | y | y |
| Statistics | y | y | y | y | y | y | y |
| Reporting/Analytics | y | BEST | y | y | y | y | |
| Custom Reporting | BEST | y | y | y | y | ||
| Ticket Time Stamps | y | y | y | y | y | y | y |
| Advanced Time Tracking | y | y | y | y | |||
| Bug Tracking | y | BEST | |||||
| Ticket Filters | y | BEST | y | y | y | BEST | y |
| Workflow Filters & Rules | BEST | y | y | y | y | y | |
| Social Media Monitoring | y | y | y | BEST | |||
| Social Media Responding | y | y | BEST | y | y | ||
| Email Tickets | y | y | y | y | y | BEST | y |
| Phone Integration | y | y | y | y | BEST | ||
| Live Chat Integration | BEST | y | y | y | y | ||
| Self-Service Portal | y | y | y | y | y | BEST | |
| Trial Period | 14 days | 30 days | 30 days | 14 days | 15 days | 30 days | 30 days |
| Payment style | per agent | per agent | per agent | ticket volume | per agent | per agent | per agent |
| Basic | $30/month | $16/month | $29/month | $29/month | $15/month | $19/month | $29/month |
| details | all features except advanced analysis and customization | social media, phone and chat features, automation and filtering features | Regular features - no automation/workflow features | unlimited users, 500 tickets/month | no live chat | no custom reporting or advanced tiime tracking | per agent, live support features OR email filtering features |
| Top-tier | $95/month | $40/month | $69/month | $149/month | $25/month | $49/month | $49/month |
| details | full enterprise features | multiple languages and more customization | Pro features, automation features, no multiple brand support | unlimited users, 5000 tickets/month | alll features | all features | per agent, all features |
| Annual Discount | yes | yes | yes | no | yes | yes | yes |
Freshdesk is commended for the Best value for money, Best Analytics as well as Best Ticket Filters.
Freshdesk integrates with 29 out of 54 third party software analysed while the category’s arithmetic mean is 17/31.
Freshdesk has 54% Integration Score (the Best among the HelpDesk software analysed).
| Desk.com | Freshdesk | Zendesk | SupportBee | Zoho Support | HappyFox | Kayako | |
|---|---|---|---|---|---|---|---|
| API | y | y | y | y | y | y | |
| Google Aps | y | y | y | y | |||
| Zapier | y | y | y | y | y | ||
| CRM | |||||||
| Capsule CRM | y | y | y | ||||
| Pipeline Deals | y | ||||||
| InfusionSoft | y | y | |||||
| Nutshell | y | ||||||
| Microsoft Dynamics | y | ||||||
| SugarCRM | y | y | |||||
| Hubspot | y | ||||||
| Salesforce | y | y | y | y | y | ||
| PipeDrive | y | y | |||||
| Insightly | y | y | y | ||||
| Highrise | y | y | y | y | |||
| Vibe | y | y | |||||
| Batchbook | y | y | y | ||||
| Zoho CRM | y | y | y | y | |||
| Nimble | y | ||||||
| Chat | |||||||
| Hipchat | y | y | y | ||||
| LiveChat | y | y | |||||
| Olark | y | y | y | y | |||
| Snapengage | y | y | y | y | |||
| MailChimp | y | y | y | y | y | ||
| GMail | y | y | y | y | y | y | |
| GetResponse | y | ||||||
| ConstantContact | y | ||||||
| iContact | y | ||||||
| CampaignMonitor | y | ||||||
| Project Management | |||||||
| Slack | y | y | y | y | y | ||
| Basecamp | y | y | |||||
| CMS | |||||||
| Wordpress | y | y | |||||
| Drupal | y | y | |||||
| Joomla | y | y | |||||
| Evernote | y | ||||||
| Dropbox | y | ||||||
| Ecommerce | |||||||
| Shopify | y | y | y | y | |||
| Bigcommerce | y | y | y | ||||
| Magento | y | y | y | y | |||
| WHMCS | y | y | y | ||||
| WooCommerce | y | ||||||
| Wombat | y | y | |||||
| Accounting | |||||||
| Freshbooks | y | y | y | y | |||
| BillLiving | y | ||||||
| Bug Tracking | |||||||
| Bugherd | y | y | |||||
| Bugify | y | ||||||
| Instabug | y |
Nominations
Runner-up
Freshdesk holds the ‘Silver’ in HelpDesk category and is Highly Commended for integrations and scalability. Freshdesk might be lawfully labeled Best All rounder and the Best Small Business choice.
Battle wins
- Freshdesk vs. Zendesk
- Freshdesk vs. Zoho Support
- Freshdesk vs. Supportbee
- Freshdesk vs. Kayako
- Freshdesk vs. Happyfox
Freshdesk won 5 out of 6 battles (lost only to Desk). We decided on battles outcomes mostly on the software Features and Pricing options Yet, when it comes to Integrations, Freshdesk is our all times favourite from all small business software we have reviewed.
