We performed a comparison between Freshdesk and vRealize Business for Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, Freshworks, ServiceNow and others in Customer Experience Management."I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"Technical support is outstanding."
"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."
"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."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"The UI is easy to use."
"This solution has made us aware that we are over-provisioning our virtual machines."
"The tool helps us to monitor the services provided to customers as a cloud provider. The product is a monitoring solution that helps customers pay for their utilization of services."
"The most valuable feature is that it has a very easy and adaptive look and feel, compared with some other cloud solutions."
"The flexibility is the product's most valuable feature."
"The product provides excellent daily reports."
"The way the dashboard works with the main orchestrator to combine different types of cloud providers is helpful."
"I like the integration with other applications or vendors."
"The most valuable feature is that it allows us to compare the billing between the clouds."
"I would like on-the-go translation,"
"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."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"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."
"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."
"I would like to see a little bit more color in the solution."
"There are some kinks to resolve with the Web GUI user interface, as it freezes at times."
"The pricing model is complicated and would be more predictable if it were simplified."
"I would like it if they could provide their customers with more qualified support."
"It would be a good idea for VMware to be compatible with the most popular orchestration tools in the market."
"If you haven't established a vSphere cluster and you only have a single server to integrate, you can't deploy any service."
"The knowledge base is not available for the engineers, which is something that needs to be improved."
"The product needs some investment in configuration. I would like to see better and more optimized configuration in the tool's future releases."
"The solution's private cloud is much too expensive."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while vRealize Business for Cloud is ranked 12th in Cloud Cost Management with 10 reviews. Freshdesk is rated 8.4, while vRealize Business for Cloud is rated 8.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of vRealize Business for Cloud writes "Complete solution for automation, orchestration, and end-to-end lifecycle management". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas vRealize Business for Cloud is most compared with VMware Aria Operations, VMware Aria Automation, Cloudability and VMWare Tanzu CloudHealth.
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