Freshdesk vs IFS Cloud Platform comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Freshdesk
Ranking in Customer Experience Management
4th
Ranking in Field Service Management
3rd
Ranking in Help Desk Software
9th
Average Rating
8.4
Number of Reviews
27
Ranking in other categories
Knowledge Management Software (3rd)
IFS Cloud Platform
Ranking in Customer Experience Management
6th
Ranking in Field Service Management
2nd
Ranking in Help Desk Software
7th
Average Rating
7.8
Number of Reviews
29
Ranking in other categories
CRM (12th), ERP (9th), Activity Based Costing Software (7th), Enterprise Asset Management (EAM) (2nd), Local Government CRM (4th), IT Asset Management (8th), IT Service Management (ITSM) (6th), License Management (2nd)
 

Mindshare comparison

As of June 2024, in the Customer Experience Management category, the mindshare of Freshdesk is 13.6%, up from 2.3% compared to the previous year. The mindshare of IFS Cloud Platform is 13.6%, up from 2.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management
Unique Categories:
Help Desk Software
4.1%
CRM
0.2%
Field Service Management
33.3%
 

Featured Reviews

Alexey Timchenko - PeerSpot reviewer
Jan 26, 2024
Incredibly user-friendly, flexible, and affordable
Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.
Jaroslav Kratochvíl - PeerSpot reviewer
Feb 13, 2023
Helped us to concentrate finance functions in one system but there have been issues with the quality of upgrades
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. However, the tool always causes disruption to the business because of issues with quality, general compliance, and others. There is also the issue of missing functions. Some finance people would expect the invoicing behavior to be closer to SAP. They need to think about a different approach in advanced invoicing or something like that. I also have issues with the quality of new releases. In the past, we had to upgrade only every four or five years. We expected it to be a big project. However, when we attempt to do every single update that pops up, it keeps us busy constantly.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It is very easy to make reports."
"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."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"The UI is easy to use."
"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."
"The organization that is possible with other departments is the solution's most valuable aspect."
"It is quite easy to program custom apps and integrate them."
"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."
"Individual user profiles that can be configured as templates to minimize data entry."
"The financial posting controls are quite handy. The user interface is really friendly, highly flexible, and pretty intuitive for end users."
"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."
"The most valuable features of IFS Applications in the latest version are the new user Arena interface. It's from Apps 9, but it brings more flexibility in usage, especially around different devices, such as mobile usage, which doesn't restrict you from using a computer. We are it for the HR side, and it's proving quite good. It has a new modern feel to it similar to a standard cloud application which enhances the user experience."
"Scalability-wise, I rate the solution a nine or ten out of ten since it is an extremely scalable solution that can be used for various use cases with thousands of users."
"IFS Applications' best feature is the user-friendly interface that has a .NET Framework application in the front end and an Oracle database and WebLogic middleware."
"There tends not to be a massive weakness in the product itself, as weaknesses can quickly be resolved in the next patch or the next release."
"The solution overall is very versatile and flexible, especially compared to other products."
 

Cons

"It should enhance its service and its reporting capabilities."
"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."
"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."
"Technical support is not the best. It could be much, much better and offer better support to users."
"I would like to see a little bit more color in the solution."
"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."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"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."
"Technical support could be improved."
"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."
"Aspects of HR and payroll could be better."
"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 CRM was shaky and although this improves in Apps 10, there is room for improvement."
"Ability to place approval check-points in the custom workflow, so clients can decide what they want it."
"IFS uses Crystal Report mostly, which isn't too user-friendly. Developing reports isn't easy and requires a lot of dev time. Since SAP bought it, Crystal Report has become more complicated to use on IFS. You have a dashboard for reporting that is good, but it's incomplete. Most of our clients use Power BI or some additional tooling for BI."
 

Pricing and Cost Advice

"We use a licensing model only so we pay for the number of agents we have configured in the system only."
"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."
"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
"It is costly."
"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
"Ask for all-inclusive pricing, as they are pretty flexible if you ask for custom models."
"The pricing is relatively high compared to competitors."
"It is better to buy implementation services from IFS than from partners"
"There are varying license levels that you can purchase."
"Licensing is on an annual basis, with no additional costs."
"We pay for a license to use the solution, which is not very expensive."
"There's an additional yearly cost for support."
"IFS Applications is expensive software, but it's on par with SAP and Oracle. It's for large enterprises and government entities and not for small and medium-sized enterprises. They have one licensing model, but if you want to have a module-specific license, they provide component-based licenses. Unlike SAP and Oracle, it doesn't have different levels of licensing. It's one level of licensing."
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Top Industries

By visitors reading reviews
Computer Software Company
23%
Retailer
6%
Real Estate/Law Firm
6%
Media Company
6%
Computer Software Company
18%
Manufacturing Company
11%
Government
7%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Freshdesk?
Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.
What needs improvement with Freshdesk?
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. Additionally, more flexibility...
What is your primary use case for Freshdesk?
I use Freshdesk to manage IT support tickets for our team of 15 IT professionals across multiple countries. It has been effective in ticket management, and we find the price-to-functionality ratio ...
What do you like most about IFS Applications?
Scalability-wise, I rate the solution a nine or ten out of ten since it is an extremely scalable solution that can be used for various use cases with thousands of users.
What is your experience regarding pricing and costs for IFS Applications?
IFS Cloud Platform is not a cheap solution, and it is an extremely functional one. I consider it to be a well-priced solution compared to other mid-range or high-end ERP solutions. From a price per...
What needs improvement with IFS Applications?
I think that with the latest version of the product in the cloud, the user experience is very good since it is highly configurable and very capable software. I have seen that one of the areas that ...
 

Also Known As

No data available
IFS Applications, Assyst, IFS Cloud
 

Learn More

 

Overview

 

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Carlsberg, Pukka, Aston Martin, Sky, China Airlines, Cimcorp, Mini, Pepsi.
Find out what your peers are saying about Freshdesk vs. IFS Cloud Platform and other solutions. Updated: May 2024.
789,674 professionals have used our research since 2012.