Freshservice and freshdesk, An In-Depth Comparison 2024

Comparison Summary

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: Customer Satisfaction Data

Most deployed common Use Cases for Freshservice and freshdesk

How efficiently Does Freshservice and freshdesk manage your Helpdesk Management?

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.

"...My favourite thing is the super prompt and super helpful customer support over chat and email...." Peer review by Kamna, Headphone Zone

"...It has all of the obvious features needed to run a helpdesk, social media linkage, and there is a free version...." Peer review by tom s., owner, Manufacturing

How does Freshservice and freshdesk facilitate 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

"...FreshDesk enabled our team to effectively & efficiently consolidate tools for email, phone, & knowledge base and provide support via one platform...." Peer review by Claudia H, IT Specialist, Information Technology and Services

What Are the key features of Freshservice and freshdesk 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.

"...Support cases raised by users are closely followed up to completion with every feedback clearly recorded and users consequently feel well catered for...." Peer review by Isabel K., IT Service Operations Manager, Food & Beverages

"...Customer Requests are organized as Tickets Not only did Customer Support respond to my issues, they followed up with emails that documented our discussion...." Peer review by Lori R., Marketing and Advertising

How can Freshservice and freshdesk enhance your Customer Feedback Management process?

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.

"...The other HUGE benefit is that by default, CSAT scores from post ticket survey is tied to the ticket...." Peer review by Chris N., Banking

"...This product has been very helpful keeping in contact with customers and tracking feedback. ...." Peer review by Douglas H., Lead Sales Associate, Automotive