Freshdesk and Freshservice are leading competitors in the customer service and IT service management sectors, respectively. Freshservice appears to have an edge in integration and management features, especially suited for IT environments, compared to Freshdesk's broader customer service scope.
Features: Freshdesk offers a highly customizable solutions center, ticket automation, and a powerful API. It integrates social media conversations into tickets and provides easy accessibility across various locations. Freshservice focuses on effective asset management, workflow automation, and strong IT service management, HR, and project management features. It integrates seamlessly with project management tools and provides advanced incident management and analytics.
Room for Improvement: Freshdesk could enhance its solutions center customization, improve integrations, and offer better language localization. Users have indicated challenges with handling social media posts and tag management, as well as a need for simpler ticket management. Freshservice needs to work on integration with Microsoft Outlook, expand customization options, and improve asset and project management capabilities.
Ease of Deployment and Customer Service: Freshdesk is primarily cloud-based with some on-premises options. While customer service is strong, technical improvements, particularly in email integration, are necessary. Freshservice operates mostly on a public cloud with some private options and offers prompt customer support, but better integration support for complex setups is needed.
Pricing and ROI: Freshdesk is cost-effective with various licensing models, providing clear pricing but can be costly with additional features. Freshservice's pricing is feature and complexity-dependent, competitive in some regions but higher in others, especially for asset management. Both platforms offer positive ROI through efficiency and time-saving.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
From my experience, once it is set up, we have never had problems.
The first-time response should be within 30 seconds.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
In our environment, which is a fairly small company in one country, Freshdesk is easy to scale.
Freshservice is easy to use for scalability.
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
After installation and continuous operation, I have encountered no problems.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
The current integration is more complicated and doesn’t work as well.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
Our organization pays about 200,000 Indian rupees per year for the license.
Pricing has always been handled by the company I work with, and even when I get in-house feedback, I have never had issues with pricing or complaints when compared to what others have outside.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
The insights I gather have benefited my strategy by providing actionable data that informs our operations and decision-making.
These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them.
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
| Product | Market Share (%) |
|---|---|
| Freshdesk | 2.9% |
| Freshservice | 4.2% |
| Other | 92.9% |
| Company Size | Count |
|---|---|
| Small Business | 21 |
| Midsize Enterprise | 5 |
| Large Enterprise | 8 |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “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. This information is valuable for board meetings.”
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I 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.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
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