The need for a proper help desk software is clear. It helps businesses communicate with customers and can eliminate mundane work. The market is full of different types of software solutions and often, it’s hard to decide which one will work with your business model. To answer some of these questions, we decided that it would be nice to compare Desk.com vs Freshdesk and see how they stack up against each other.
We’ll be covering the pros and cons of each tool, as well as see how they perform in different scenarios. We’ll also be looking at the usability rate, and how often each of them gets updated. Last but not least, we touch on the support system and see what are their pricing plans. Thus, without further ado, let's get started!
Desk.com Pros and Cons
So first off on our list is Desk.com. Before we start any kind of comparisons, we’d like to touch on the history of the product. This will give us a better idea of what to expect and what future updates might bring to the table.
Founded in 1987, Desk (then Assistly) is a sister project of Salesforce that specifically focuses on ticket management. Over the past six years, the tool has become a leading force in the service desk industry and has proven many times that it is a reliable service cloud. Yet, before it launched, it had a rocky development cycle but since then, the process was streamlined, bugs ironed out, and features updated. This can serve as a clear indication that the company takes their product very seriously and they are willing to go the extra mile just to deliver a pleasant experience.
Now that this is out of the way, let’s touch on the advantages and disadvantages of the product. Covering everything would be impossible so we will focus mainly on the core features, or lack off.
- Great for Small, Medium, and Big Companies
- Provide a Mobile App
- Has Collision Detection System
- Multiple Analytics
- Well-documented API
- Ability to Merge Tickets
- Built-in Phone Support Too
- Free to Start
- Only One Language (English)
- Does not have a Linux version
- Lack of Live Support System
- Lack of Integrated Forums
- No External Ticket Support
As we have previously mentioned, this is not the full list but it does provide a general idea of what is lacking. In any case, the tool is still very good and many different companies including SoundCloud, DuckDuckGo, and Vimeo trust it.
Freshdesk Pros and Cons
Just as we talked about the history of Desk.com, we’ll be covering Freshdesk as well. So, the company started back in 2010 with the main focus on delivering a refined service desk service. Over the years, the tool evolved multiple time and calling it a simple ticket management system won’t do it justice. Today, it can be described as a best-in-class tool that is perfect for both small and large multi-billion companies.
Since its launch, the tool won multiple awards and gained the trust of many huge companies including Honda, Hugo Boss, Unicef, and Sony Pictures. It continues to improve and presents new features in almost every update.
The tool has many experimental features but just like we did with Desk.com, we’ll touch only on key service cloud ones.
- 5 Languages are Supported
- Supports Every Mobile Platform
- Free to Start
- Great for Small, Medium, and Big Companies
- Supports a lot of Third-Party Tools
- Training Support
- Poor Dashboard Customization Options
- Steep Learning Curve
- Additional Technical Support Required For API
- UI Needs Refinement
- Difficulty Setting Up Macros
While the above-mentioned gripes aren’t the end of the world, they are still there and it would be nice if Freshdesk could address them in their future update. Other than that, the tool is superb as it delivers everything that it promises.
While looking at Desk.com vs Freshdesk we stumbled on a “hard-to-decide” issue. You’ve heard us, both tools perform exceptionally well. All transitions, all animations, all loading screens are fast. The only difference between the two is that Freshdesk could use a facelift for its user interface. It's snappy but sometimes icons and buttons are placed in a counter-logic manner. You still have the functionality, its the fact that you need to learn extra stuff just to reach it.
On the contrary, Desk has a good UI but with the huge amount of features, you need to spend a few days just learning the basics. Even so, the visual feedback is universal but it doesn’t mean that its a good thing as sometimes it can be hard to differentiate between different menus. Although it is worth stressing out that there is an interactive tutorial that you can toggle any time you need it.
When it comes to usability two key characteristics determine the overall score. One being User Interface and the second one is User Experience. So, as mentioned above, Desk has an abundance of features and it can be hard to pinpoint what exactly menu you are viewing. True, there are a few add-ons that help mitigate this issue but it would be nice if the company actually released an official solution. Another issue is that it lacks the ability to link response and a knowledge base article to a certain issue/ticket. Although with all these issues, the tools still have a few good things going on, namely, its load on your hardware. If you opted for a self-hosting solution, the program is very optimized and require little to no maintenance. You can easily update it and it does not require you to shut it down. Moreover, it can add a few features on the fly, or in other words, it’s simple as downloading an application.
As for Freshdesk, there are instances where a response can take forever to convert into a ticket. It’s rare but when it happens you can imagine the frustration. Another issue this tool has is its CRM integration process. To hookup Freshdesk, you’ll not only need a lot of time but a lot of people as the process has no good description and requires technical knowledge. Yet, in spite of all these issues, Freshdesk is much better in terms of UI and UX if comparing to Desk. You get a strong visual language that helps you navigate intricate menus, as well as a few accessibility options that will ease the process of searching, typing, hearing, etc.
Support and Updates
Desk.com has been in the business for more than a decade and they know how to tackle many common and frankly, uncommon issues. The team is available 24/7 and usually, you don’t have to wait for hours to get a response. In case of necessity, you can also ask for technical advice. The company will hook you up with a qualified specialist that can run you through API, integration processes, etc. When it comes to updates, the company always dishes out the quality of life updates. But it’s not the limit as every three or so months, you will receive a major feature or a complete overhaul of an existing one. There are a few glaring issues that need immediate resolution but we are positive that they will get updated.
Freshdesk is known to deliver high-quality features and this is precisely what their update and support policy is about. The company will never release a function that is eighter buggy or half-baked. They make sure every tool works as it was designed even if it means delaying it. And here essentially lies the main complaint. You see, due to their strict quality control policy, they don’t release new stuff constantly. This can be turnover for some and a selling point to others. The support system is kinda similar at that regard. They have an extensive knowledge base where you can find all kinds of troubleshooting articles. Their phone line is always available and you can always ask technical stuff. You won’t get the same treatment as Desk.com mind you but they will help you with basic stuff no problems.
Looking at both Desk.com and Freshdesk systems, there’s no question that each of them delivers top quality support service and great updates. You can’t go wrong with this one as each company tries to do its best, deliver high quality.
At glance, Freshdesk pricing is the better option, yet, not all that glitters is gold. The company does provide a hassle-free trial option but when you look past that, you will be greeted to a paywall. It’s nothing surprising but it can catch you off guard if you are looking for premium features. As you might have guessed, every major feature is locked by a subscription fee and there’s no way to try them out. Yet, with all these issues, the pricing options are great. You get to choose from four main tariffs that as of the time of this writing range from $15 to $109. The most expensive one is Forest and has all the bells and whistle you might have expected from a premium plan. The $15 one is called Blossom and it includes automation options, lets you set business hours, collision detection capabilities, and multiple marketplace apps. Whatever you choose, you won't be disappointed as the support is there and the features are refined.
Desk.com, on the other hand, is a bit different in terms of pricing. You see, similar to Freshdesk pricing options, there is a trial. You can request a demo and experience everything first hand or you can pay $25 and try the starter package. Their trial version lacks some of the key features and it can be a deal breaker for some. Yet, if you are looking for a premium plan, then you're in for a treat. Their $300 plan, dubbed Lightning Unlimited will grant you access to real-time business analytics, cross-sell capabilities, and even the ability to transform field service operations. It’s very feature packed and everything works the way it should.
There is no clear winner here. Each of the company provides a decent selection of tools for your business. It all depends on what budget you have, as well as what features you need or might want to have in the near future. True, Desk is more expensive but you do get an unlimited plan on all of their features. Freshdesk pricing is cheaper and lacks some of the things Desk has, yet if you don’t really need them, go it a shot.
So, what are our final thoughts about Desk.com vs Freshdesk? All in all, both tools are great and whichever you pick will serve you well. They provide all the necessary features and are very reliable in terms of performance. The support and update systems are generally well introduced and the pricing isn’t as high as other solutions on the market. If you’ve been looking into them and thinking about migrating, we have a solution for you. In just a few clicks our tool will transfer all of your valuable data to the new platform. You don’t have to take our word for it, sign up for a Free Trial and see for your self.
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