We performed a comparison between Freshdesk and IFS Cloud Platform based on real PeerSpot user reviews.
Find out in this report how the two Customer Experience Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Omnichannel is one of the most valuable features of the solution."
"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."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"It is very easy to make reports."
"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."
"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 ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The main reason for the ERP project was to bring together our fourteen sites, which had until then worked in separate silos."
"Feature-wise, I like the way it provides inventory details...It is a stable solution."
"One of our favorite features is the "Info-Zone", which provides operational intelligence in flight and in context to guide both business users and support teams to productivity."
"What I like about IFS Applications is that it's easier to use and implement than SAP. I also like that the IFS Applications team is more flexible than the SAP team."
"When it comes to financing, the solution has helped us to concentrate finance functions like accounting processes in one system. This includes about 70 internal entities around the world."
"We could quickly understand what was going on and what the customer wanted to do."
"The financial posting controls are quite handy. The user interface is really friendly, highly flexible, and pretty intuitive for end users."
"The most valuable feature is the distribution module."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"I would like on-the-go translation,"
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"I would like to see a little bit more color in the solution."
"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."
"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."
"Technical support is not the best. It could be much, much better and offer better support to users."
"The solution needs to improve its documentation and user-friendliness."
"It would be ideal if, in the future, the product could incorporate IoT and blockchain elements. We'd like to explore more of these types of features going forward."
"IFS Applications is not robust enough to handle high-volume transactions, so it's not suitable for larger enterprises."
"We have upgraded to the latest version right now. We have issues with the quality. We tried to enroll in their Evergreen program which was meant to help us adopt any service update or anything that the tool’s providers come up with."
"Technical support could be improved."
"IFS Applications can improve the reporting capabilities and increase the speed of feedback time in the IFS Applications. This would help with the overall performance of the solution and provide better experiences for customers."
"The user interface can be improved. When you're clicking through the screens, there are some icons or symbols that really need updating and would be more useful and noticeable if they are aesthetically pleasing."
"The integration is a bit complex, and post-implementation support services need to be improved. They have a service center based out of Sri Lanka. The support aspect is good, but the response time is a little slower than we anticipated. In the next release, it would be better if Warehouse Management could be improvised. They have a product line that's a data warehouse management system, but it's still premature and requires a bit of enhancement."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while IFS Cloud Platform is ranked 5th in Customer Experience Management with 29 reviews. Freshdesk is rated 8.4, while IFS Cloud Platform is rated 7.8. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of IFS Cloud Platform writes "Robust, customizable, and modern". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas IFS Cloud Platform is most compared with SAP ERP, SAP S/4HANA, Oracle E-Business Suite, Microsoft Dynamics 365 Business Central and IBM Maximo. See our Freshdesk vs. IFS Cloud Platform report.
See our list of best Customer Experience Management vendors, best Field Service Management vendors, and best Help Desk Software vendors.
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