We performed a comparison between Freshdesk and Hornbill Systems Supportworks based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"Omnichannel is one of the most valuable features of the solution."
"Technical support is outstanding."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"The organization that is possible with other departments is the solution's most valuable aspect."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"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."
"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."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Technical support is not the best. It could be much, much better and offer better support to users."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
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Freshdesk is ranked 6th in Help Desk Software with 27 reviews while Hornbill Systems Supportworks is ranked 35th in Help Desk Software. Freshdesk is rated 8.4, while Hornbill Systems Supportworks is rated 7.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Hornbill Systems Supportworks is most compared with ServiceNow.
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