We performed a comparison between Freshdesk and Salesforce 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."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."
"It is very easy to make reports."
"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 ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"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."
"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."
"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 CRM feature is good. For me, it could be like tracking a customer's entire sales journey, and you can also record their buying behavior and make an effort to upsell on a larger scale."
"The solution enables you not to have to micro-manage your sales team. You could step back and see what's going on at a higher level without having a million meetings and ask people via email and Slack."
"The tool's most valuable feature is the lightning interface."
"We can manage opportunities easily."
"The solution is pretty easy to access and has good customization."
"The product has made our dealings with partners and clients much more structured."
"The tool's most valuable feature is user-friendliness."
"The reporting parts and knowledge capabilities of Salesforce have helped us make more informed business decisions. Because when we have a clear picture of the current activity, we can have a better view of the project. Today, everything is going fast. So, if we have a system that helps us collect information quickly, it's a big value for employees."
"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."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"I would like to see a little bit more color in the solution."
"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."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"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."
"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."
"I would like on-the-go translation,"
"Price is an area of concern in the solution where improvements are required."
"It would be better if we could design our reports much more easily."
"The solution could be more intuitive with regard to customization and navigation."
"When you click on the lightning interface, it opens a tab inside. It's like a browser within a browser. It should open in its browser tab."
"The product needs to improve integration."
"In order to use Salesforce, we have to have a tailor-made program. Because sometimes, mainly in the pharmaceutical sector, it's difficult to obtain the right layout without paying extra for a tailor-made system. This is something that Salesforce could improve."
"My customers wanted to see more analysis, like integration with another system or a third-party system."
"The solution's marketing campaign management needs to be improved."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while Salesforce is ranked 4th in Customer Experience Management with 32 reviews. Freshdesk is rated 8.4, while Salesforce is rated 8.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Salesforce writes "Offers various aspects like process improvement, control, performance evaluation and more". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas Salesforce is most compared with . See our Freshdesk vs. Salesforce report.
See our list of best Customer Experience Management vendors.
We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
