Freshservice is the sister product of Freshdesk and both of these solutions have spearheaded help desk industry. These solid customer care solutions can help to serve different requirements. Both of these solutions are not flawless, yet they are good enough to serve your help desk services. Gaining good idea about pricing, intended users and features would help you in making the final decision process. Let us explore together about the potential of these solutions.
Freshdesk renders free 30-day trial to users so that they could check if it is able to meet their requirements. This intuitive helpdesk solution comes in five range of pricing options, viz. Sprout (Rs. 0 per agent per month, up to 3 agents 13 USD/agent/month thereafter), Blossom (15 USD per agent per month billed annually),Garden (22 USD per agent per month billed annually), Estate (37 USD per agent per month billed annually) and Forest (66 USD per agent per month billed annually).
Freshservice is not competitively priced compared to FreshDesk helpdesk solution, which implies that you could get hold of this helpdesk solution only if you are willing to loosen your wallet a bit. It comes in 4 pricing options – Sprout ( Free forever and supports upto 3 agents and 100 free assets), Blossom ( 29 USD per agent per month , billed annually ), Garden ( 49 USD per agent per month, billed annually) and Estate ( 79 USD per agent per month billed annually). Users who have subscribed to Blossom, Garden and Estate plans could purchase additional assets at the rate of 20 cents per asset per month. NGOs and Voluntary Service Organizations could bag 15% discount on the services as well.
If you are tight on your budget or if you are a small business owner, look no further – Freshdesk is the right option for you. It has good number of features that could serve your business necessities. Typical customers in FreshDesk includes users from all walks of life – Freelancers, small businesses, mid-size businesses and enterprises
We could see from the pricing details that Freshservice is not that cost-effective helpdesk solution compared to Freshdesk helpdesk solution. Target audience for this helpdesk solution includes IT admins, technicians and managers. It is the right choice for users who are in need of quick and simple service desk solutions without broad customization, or integration requirements. If you are in need of asset management, problem management and change management features this solution could prove to be a real blessing.
This is one such features where Freshdesk scores above Freshservice and supports agent collision detection feature. User could view ticket status and manage ticket properties effortlessly. Features like canned responses, keyboard shortcuts and ticket merging work in favour for Freshdesk helpdesk solution. It also offers slew of bulk actions like categorizing, assigning and deleting tickets at the drop of a hat. Freshdesk goes smart with “suggested solutions” feature as it offers solutions on the basis of keywords in the ticket. Agent collision detection feature enables user to find out who else is working on the ticket. Shared inbox enables your group to work hand-in-hand and fix problems effortlessly.
Freshservice brings to table simple and efficient ticket management system and offers good insight into ticket status, recent activities, assigned tasks and the like. It also supports canned response feature which helps to send quick and consistent replies to common queries with the aid of its pre-formatted answer section. Incidents are logged in a chronological manner which facilitates easy ticket management.
Freshdesk really scores above Freshservice in terms of its reporting capabilities. It renders as high as 16 report tracking parameters to add value to your reporting pursuits. Summary reports, At a Glance reports, Comparison Reports and Top-N analysis reports are some good reporting options to quote. Reporting metrics like ticket response, load analysis, top agent performance etc. give an edge to this innovative helpdesk solution. Customer satisfaction is the real key to success and Freshdesk has done commendable job in tapping feedback from end-users in the form of satisfaction surveys. They also help to hone the strong points in your team and improve on your drawbacks or shortcoming.
Reporting feature takes a backseat in the case of Freshservice helpdesk solution and it renders only very less number of reports and it does not back any customization feature. It cannot help user to generate new type of report also. The only parameter which was editable on the reports was time parameter.
If you are looking for native integrations, Freshdesk helpdesk solution is the best solution to go for as it boasts of integration with prominent applications like Dropbox, JIRA, Google Analytics, Salesforce, nimble, Zapier, Shopify and the like. You could even create FreshPlug to receive vital information from third party apps.
Freshservice also sports an array of native integrations – JIRA, FreshBooks, Harvest, CloudWatch, Amazon web services, Microsoft System Center configuration Manager to quote a few.
Asset Management, Problem Management and Change Management
Freshservice gets an upper hand over Freshdesk in these features and does Problem Management, Change Management and Asset Management in elegance. Freshservice sports a decent asset management service that enables users to have quick glance over CIs and asset lifecycle. Asset management is accomplished with the help of CMDB. Freshservice discovery probe helps to discern new assets which are added into your system. It also brings to table capabilities like prioritizing assets, evaluation of depreciation costs, monitoring asset health etc. As the name implies, Problem Management feature helps to easily identify the issue and its root cause.
User could effortlessly navigate through database to check if there is any similar incidents logged in the past and take appropriate remedial measures. At the heart of Problem Management lies root cause analysis which helps to identify the impact and symptoms of the problem mentioned. Smart automation solution for problem management takes Freshservice to an all new level. It is also a competent tool that helps to cater well to your CR management services. It helps to plan, track and roll back changes from one location to another. It also includes powerful risk management features which help to evaluate and alleviate risks to a great extent. Another feature worth mentioning is the ability to add CAB ( Change Advisory Board) which helps to gather opinion from different members so that you know that you are sailing in the right direction.
Freshdesk does not support Problem Management, Change Management and Asset Management features.
Freshdesk Pros and Cons
- Affordable helpdesk solution
- Efficient ticket management and reporting features
- Supports ITIL
- Lack of asset management feature
- Does not help in change or problem management
FreshService Pros and Cons
- Easy installation process and easy to start working on this helpdesk solution
- Backs problem management and asset management
- Admirable search features
- Commendable online support capabilities
- Poor reporting capabilities and lack of customization feature
- Inferior integration feature