Battle of the Titans – Freshdesk vs Salesforce

Over the years many help desk systems went out of business. Some due to competition, other due to changing focus. Yet, through all industry shifts, two companies managed to survive. Yes, today we will be talking about Freshdesk and Salesforce service cloud systems.

These two companies have some of the best features in their tools and each of them understand what makes great customer service even better. In our Salesforce vs Freshdesk review, we’ll be covering all sorts of things. From user interface to exclusive features, there’s a lot to cover. To provide you a good analysis, we’ve based it on personal experience and user reviews. Now that this is out of the way, let's compare Freshdesk vs Salesforce without further ado, let’s get started.

Freshdesk In A Nutshell

As part of our review, we decided to include a brief history of the company, as well as what they are known for. We’ll also be covering basic functionality and performance so that you can have a better understanding of how they work as a daily driver.

Freshdesk is a cloud-based ticketing system developed by Freshworks. The company has been in the industry for a while and has established a reputation for being affordable and functional. And for good reasons too, the owner of Freshworks used to work in Zoho Corporation (then known as AdventNet). Freshworks began its existence as a result of one comment about how the Zendesk prices are high. With all this in mind, Freshdesk started work on their own help desk and after a long development cycle, in 2001 the company released its first iteration of Freshdesk.

Ever since the tool launched, it has evolved multiple times and has added a few vital features. Aside from ticket management, users have access to live chats, an expanding knowledge base, and a reporting tool. Also as part of the suite, you get access to a number of different dashboards. You can customize them, adjust the size, and even stylize if that’s your thing. Last but not least, you have a reporting tool that gathers all kinds of analytics, from burnout rate to customer satisfaction, you have it all. Looking at it from any service cloud vs Freshdesk perspective, it’s clear that the desk went through an interesting path.

Salesforce In A Nutshell

Based in the US, the Salesforce Service Cloud started 20 years ago and has developed a wide range of different service desk products, including Work.com, AppExchange, and Community Cloud. Over the span of these years, the company not only refined their main product which is Salesforce but created very good working conditions for its employee which is directly reflected in the end product.

Just like in our Freshdesk review section, we can’t stress enough how well Salesforce is maintained and how fast their features are. Be it ticket rerouting or expanding the dashboard, everything is seamless and of high accuracy. The company clearly understands what their customers want as we couldn't find any non-exclusive feature missing. Another key point about Service Cloud is the fact that it has a mobile app that you can sync with the desktop solution.

Also as an added bonus, Salesforce Service Cloud has support for canned responses. A canned response is essentially an automated message system that gathers data from your archives to present a solution to a similar or exact issue. It’s pretty accurate and will always increase its value as more tickets are resolved.

Advantages and Disadvantages

In this section, we will be covering every pro and con each tool has. The scope ranges from language support to user interface. We will also cover things that aren’t present in the competition, and finally, we will talk look at integration options and how hard it can be to pair a few popular third-party tools. In any case, let's see what Freshdesk vs Salesforce Service Cloud has to offer.

Salesforce

In brief, Salesforce has a few caveats that we believe could be fixed. But generally speaking, the tool is more than good. You get a ton of integrations, snappy dashboard creation process, and support for multiple languages right from the get-go. Here’s a more detailed look at both the pros and cons:

Pros

  • Seven languages are supported right from the box
  • Dashboard creation is fast
  • Version control
  • Preview functionality
  • More than 100 different integrations
  • Supports all currencies

Cons

  • Does not support Windows Mobile
  • Not suitable for work with freelancers
  • Lack of live support
  • Starting price is high
  • No absence management feature
  • Lack of access control
  • No automatic lead distribution

Freshdesk

All in all, Freshdesk is good. The only gripe we had with it is that it does not have a lot of languages which limits its use outside of English-speaking countries, as well as the lack of a dedicated budgeting tool. Other than that, the URL customization option is very good and the survey system gets the job done no problem. Here’s how the pros stack up against the cons:

Pros

  • Available on all devices (including mobile platforms)
  • Lots of dashboard customization options
  • Monitoring capabilities
  • Detailed performance reports
  • Good survey system
  • URL customization
  • Countless integrations

Cons

  • Only five languages are supported
  • No budgeting tools
  • Lack of business intelligence feature
  • Convoluted campaign planning tool
  • Inaccurate collaborative forecasting
  • Incomplete customer history

In Brief

Looking at Freshdesk vs Salesforce service suites, both are good, especially for the money. Yet, it’s hard to compare Salesforce to Freshdesk as they were built with different objectives in mind. In fact, whichever Service Cloud vs Freshdesk comparison you decide to do, both would seem different, as they aim to do the same thing but with a different approach. So, don’t judge these pros and cons as key characteristics.

Exclusive Features

In this section, we’ll be covering exclusive, refined, and beneficial features that cannot be found elsewhere. Keep in mind that covering all of them can be a tough challenge, hence why we will focus only on a few of them.

Salesforce

Precise dialog titles in created records - The neat thing about Salesforce is that they want to make everything seem natural and this is exactly what this little feature brings to the table. For instance, when you create two record types, namely small and large and assign them to an account, it will be reflected in the dashboard, as well as in the “Create” dialog. This provides more context and makes managing much faster and more accurate.

Highlights Function - Aside from dashboards, Salesforce Service Cloud has the ability to create a compact layout on a per object basis. In other words, you can literary highlight important windows, phrases, dates, etc. and display them on top of everything. Keep in mind, this functionality was first introduced in Salesforce Mobile and is not available in the main desktop version. And speaking of availability, you can use it in any tab you want.

Apply filters to report chart elements - As the name suggests, you can assign any filter you want to any type of report chart. This can also be applied to the backend and represented in the frontend. In other words, if you would like to show/hide certain information on the frontend, you can apply this functionality.

Duplicate Salesforce Pages - This feature might come in handy for those of you who want to test certain things and see how they would look on a real page. And for those of you who don’t have time to play with custom layouts can pick from a wide range of already pre-made pages. Although as cool as this feature might seem, it has its limitations and you can only clone your home page, record page, and email app page.

Freshdesk

Increased efficiency via shared inbox - Among the huge list of features, this one stems as the most useful one out of the bunch. Not to discredit the rest of the features, they are useful in their respectful right, this small feature allows you to unify all agents by providing them a shared inbox where all queries, requests, questions gather automatically 24/7. And it’s not just your local team, everyone who has a Freshdesk account can access this shared inbox.

Ticket SLA management - If there’s one thing that cannot be fixed, its unfulfilled customer expectations. But with Freshdesk you can actually set these expectations using Service Level Agreements. Essentially, this allows you to notify your customers on what to expect. The good thing is, it’s not limited to a single config file. You can assign different expectations for different departments, agents, and even tickets.

Advanced reporting system - Aside from traditional reporting, Freshdesk users can also use an advanced system that is way more robust than the usual one. This advanced system allows you to filter out things such as agents, ticket type, SLA cases, as well as it can group data from different departments and different channels for that matter. With this kind of reporting, it would be much easier to streamline your work as bottlenecks will be identified much faster and with higher accuracy.

Team Huddle - If there’s one thing that really sets the Freshdesk from the rest of the competition its the Team Huddle feature. In a nutshell, Team Huddle is a collaboration system that lets you invite third-party colleagues, partners, freelancers, you name it. Thanks to the native robust integration system you can connect to basically anything. This will completely eliminate the need to switch between different chats, messengers, emails, etc. It’s very convenient and you don’t have to ask your partners to use a dedicated app.

Pricing Options

When it comes to pricing, both service desks have a myriad of different options to choose from. Let's start with Salesforce. The company offers four tariff plans, namely Essentials, Lightning Professional, Lightning Enterprise, and Lightning Unlimited. The starter pack costs from $25 and can go as high as $100. With this package, you get customer support and a complete CRM system for up to 10 users. The higher tariffs start at $175 and up to $325 and with them, you get basically everything you might ever need. These include unlimited sales and service support, as well as a fully customizable CRM system.

Now that we covered Salesforce, let’s have a look at Freshdesks pricing options. Unlike Salesforce, Freshdesk has five different options, including a free variant. The free version is basically a stripped down version of the Blossom (the paid entry point) tariff. There’s virtually no use for it outside of educational purposes. The Blossom one, however, is a pretty good combination of price and performance. With it, you get access to a bunch of automation options, collision detection (which is a very huge plus), and the ability to set business hours. As for the premium options, you have the Garden, Estate, and Forest options respectively. These can range from $29 to $109 and feature basically everything from SLA, IP whitelisting, and even HIPAA compliance.

Conclusion

And that about wraps things up for our review. Throughout our testing, we found it hard to pick the clear winner, and rightfully so as they can fit any business model. After all, it all boils down to what you find useful to you.

These tools are great for what they are and have a proven reputation so no matter which one you choose, you’ll be fine. In the future, we’ll be covering other tools and might even do another Service Cloud vs Freshdesk type of article, so keep an eye on new posts.

Also, if you plan on moving to a new service desk and don’t want to deal with the migration process, we have a nice solution. Our specialists have been hard at work to create a tool that will let you transfer all your user data in just a few clicks. And the best part of it, you can try it for free. Just sign up and see for yourself.

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