We performed a comparison between Freshdesk and Freshsales based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, Freshworks, ServiceNow and others in Customer Experience Management."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."
"Technical support is outstanding."
"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."
"It is quite easy to program custom apps and integrate them."
"Omnichannel is one of the most valuable features of the solution."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"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."
"One of the most valuable features is the ability to divert deals based on the potential revenue or specific market to certain sales teams."
"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."
"The solution is a low-cost CRM product compared to other CRM alternatives."
"Freshsales is user-friendly, scalable and stable."
"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."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"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."
"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."
"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."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"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."
"I would like to see a little bit more color in the solution."
"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 price of this solution could be improved as well as the reporting functionality."
"The solution needs to improve the user experience and leads capture."
"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."
"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, Blackbaud CRM and Apollo.io.
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.