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."The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"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."
"The organization that is possible with other departments is the solution's most valuable aspect."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"Omnichannel is one of the most valuable features of the solution."
"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 solution overall is very versatile and flexible, especially compared to other products."
"All the modules are valuable in their own right, but everything has to go through the ERP. IFS has done an excellent job integrating the various modules to complete these processes. My expertise is in the finance module, but I have used the other verticals. It's an all-around good product."
"Having a young talented programmer, during the six years of use, we were able to save around 75 000 EUR preparing simple modifications using customization rather than ordering them in IFS / Partner."
"IFS Applications is an all-in-one solution for finance, accounting, and production."
"A high level of ERP can be handled in IFS."
"The workflow of the solution is very good."
"The best feature is the maintenance module, which is essentially an industry-specific workflow designed with a manufacturing module as per industry standards. It's very precise and specific without having complex functionalities. It's straightforward. Field Service Management is definitely a wonderful product that IFS has developed because it caters to field services. The energy and utility sectors can answer their business needs using the software."
"Some of the strengths are Enterprise Management Solutions and the series of Management solutions which is number one in Gartner's report and has been for the last five years."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"Technical support is not the best. It could be much, much better and offer better support to users."
"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 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."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Ability to place approval check-points in the custom workflow, so clients can decide what they want it."
"Customization needs to be improved."
"The next version has already been released, and some of the technical things are a little bit behind the curve in development. This is specifically security, maintenance, security role maintenance, and creation. This is in their new product, called IFS Cloud."
"Technical support could be improved."
"We would like to see AI-driven CSI functions built into the tool that would allow us to quickly tie our improvement goals to metrics and activities, so Assyst will suggest the next steps to help us get closer to our goals."
"I'm a business analyst, so I do a lot of customer-facing work. I take calls from businesses I have to troubleshoot. One thing that bugs me is the error messages you get from IFS. If I get an error message, I have to dig to find the cause because, often, the error message doesn't precisely describe the problem. It'll hint about where the problem lies, but you have to work to find the root cause. It doesn't help in my situation. You expect an error message to point to the field or what is causing the issue."
"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."
"I have seen that one of the areas that my company has identified for improvement might be the rental management capabilities within the solution."
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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