Overview: Freshservice and freshdesk as Help Desk Category solutions.

Freshservice and Freshdesk both cater to the Help Desk category, yet they have distinct offerings. Freshservice excels with its workflow management and extensive integration capabilities, suiting large enterprises and IT services. Freshdesk, with superior AI features and engagement management, is preferred by tech software industries and larger businesses. Understanding these nuances allows businesses to better align their choices with operational demands and strategic goals.

Freshservice: Freshservice offers AI-powered IT service management that is both intelligent and easy to use. Designed for enterprise-level operations, it minimizes complexity.

freshdesk: Freshdesk streamlines customer conversations, automates tasks, and enhances team collaboration for faster issue resolution. Features include multi-channel ticket tracking, email conversion to tickets, and automatic ticket assignment.

Freshservice and freshdesk: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Freshservice supports helpdesk management, knowledge management, and workflow management. It aligns well with operational needs for comprehensive process management. read more →

Freshdesk enhances helpdesk functions, knowledge management, and engagement. It provides robust support for customer-centric processes. read more →

Business Goals

Freshservice aids in enhancing customer relationships and improving ROI. It is designed to scale best practices within organizations. read more →

Freshdesk facilitates boosting customer relationships and acquiring customers. It is also used to improve internal communications. read more →

Core Features

Freshservice stands out with its strong integration capabilities and custom reporting. It meets complex data import/export needs. read more →

Freshdesk is recognized for its AI-powered functionalities and custom reporting. Its powerful analytics contribute to strategic decision-making. read more →

Vendor Support

Freshservice offers comprehensive support with phone, chat, email, and 24/7 support being available. read more →

Freshdesk provides extensive support through email, chat, phone, and around-the-clock services. read more →

Segments and Industries

Freshservice is popular among large enterprises and IT services. It suits the demands of education and other sectors. read more →

Freshdesk caters largely to large enterprises and is also popular in the computer software industry. read more →

Operational Alignment

Freshservice fits seamlessly with large-scale operations and technical environments. It supports data-driven workflows. read more →

Freshdesk is widely adopted for engaging and customer-facing roles in varied business environments. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

high

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high

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Integration Risk

medium

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medium

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Phone Support

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Chat Support

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Email Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for Freshservice and freshdesk

How can Freshservice and freshdesk enhance your Helpdesk Management process?

Freshservice and Freshdesk both allow users to submit tickets via email. Freshservice integrates with CRM and chat services, while Freshdesk offers a more comprehensive support platform. Freshdesk is known for its user-friendly interface, while Freshservice is favored for its robust features and reliability. However, both tools have limitations in terms of cost for paid tiers.

"...Configuration is not complicated, and their support is very helpful and fast to respond to my queries...." Peer review by Carlos H

"...Their website has all of the features you'd want in a help-desk ticketing system...." Peer review by Michael M., Information Technology and Services

Why is Freshservice and freshdesk the best choice for Knowledge Management?

Freshservice and Freshdesk both provide knowledge management features for customers. Freshservice offers a robust knowledge base that can be customized, while Freshdesk provides a knowledge base with the ability to control user access. Freshservice users report that it lowers the number of tickets, while Freshdesk users report that it helps them avoid receiving as many tickets. Both tools have limitations in their knowledge management capabilities, such as the inability to maintain formatting when copying and pasting in Freshservice.

"...I love that a ticketing system, knowledge base and user forums are combined into one easy to use product...." Peer review by Chris, The Conover Company

"...In addition to that, Freshdesk also has the ability to support self-service options such as knowledge bases...." Peer review by Amy L, Customer Service Specialist, Entertainment

What solutions does Freshservice and freshdesk provide for Engagement Management?

Freshservice and Freshdesk both allow users to track customer interactions and provide follow-up support. Freshservice focuses on internal customer engagement with its ticketing system, enabling employees to easily submit and track requests. Freshdesk prioritizes external customer engagement by facilitating communication across various channels. Both tools have limitations in their follow-up functionality, requiring manual effort for complete engagement tracking.

"...The email to ticket and online submission of support request provide me pre-build solution to interact with the customer and to make the history of provided support...." Peer review by Administrator

"...I love using my to-do list to set specific reminders to follow up on tickets/questions...." Peer review by Katie M., Customer Service Manager, Consumer Goods

What benefits does Freshservice and freshdesk offer for Customer Feedback Management?

Both Freshservice and Freshdesk offer customer feedback management features. Freshservice provides gamification and automated surveys to encourage customer satisfaction while Freshdesk prioritizes integration with CRM systems to offer a unified view of customer data and track satisfaction. Freshservice focuses on ITIL best practices while Freshdesk emphasizes documentation and tracking of customer feedback. The limitations of both systems include customer dissatisfaction with their customer satisfaction rating systems.

"...Also, Freshservice is easy to use on both ends of the recruiting process, I've heard great feedback from clients & RCs...." Peer review by Kalyn Sawyer

"...Freshdesk offers a very good interface for your support team to address issues and feedback from our customers...." Peer review by Joseph J., System Integrator