Freshdesk and TOPdesk are competing tools in the helpdesk and customer support software category. Freshdesk generally has the upper hand due to its extensive automation and ease of use, while TOPdesk's structured approach to management features is notable for handling complex workflows.
Features: Freshdesk offers customizable options for chat and customer satisfaction surveys, powerful APIs, and highly adaptable ticketing systems. Its strong integration and automation capabilities enhance operational efficiency, supported by solid analytics. On the other hand, TOPdesk is known for its robust incident and change management, catering to businesses needing more structured solutions, particularly beneficial for complex workflow environments.
Room for Improvement: Freshdesk could improve in customization options and interface optimization for easier navigation. There is also room for enhancement in its technical support and integration features, particularly for localization and automation. TOPdesk, meanwhile, faces criticism for outdated reporting capabilities and limited integration with modern platforms, which could be improved to boost user efficiency.
Ease of Deployment and Customer Service: Freshdesk excels in offering cloud-based deployment, providing flexible and responsive support, though there can be occasional reliance on product teams for intricate issues. It is praised for being accessible and efficient in technical support, despite having scattered support channels. TOPdesk, used primarily for on-premises deployment, provides reliable service with satisfactory responses, although its modular setup can complicate initial deployment. Freshdesk is generally considered easier to deploy with cloud support, compared to TOPdesk's traditional approach.
Pricing and ROI: Freshdesk provides competitive pricing with plans ranging from free basic options to comprehensive enterprise solutions. It is often seen as more affordable and offers significant ROI by streamlining operations. Users value its cost-effectiveness for enhanced customer service. TOPdesk pricing varies, perceived as relatively expensive for small businesses but reasonable for larger enterprises, offering solid value compared to some competitors. Freshdesk's flexible pricing and illustrated ROI make it more favorable for businesses, while TOPdesk remains a strong contender in large-scale deployments.
| Product | Market Share (%) |
|---|---|
| Freshdesk | 2.8% |
| TOPdesk | 2.2% |
| Other | 95.0% |
| Company Size | Count |
|---|---|
| Small Business | 21 |
| Midsize Enterprise | 5 |
| Large Enterprise | 8 |
| Company Size | Count |
|---|---|
| Small Business | 2 |
| Midsize Enterprise | 3 |
| Large Enterprise | 7 |
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “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. This information is valuable for board meetings.”
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