So you’ve stumbled on the Freshworks website in search of a help desk system to boost your operations and realized that there are two products from the same company. Which one should go with? Which product will solve more problems? and what kind of benefits outside of solving problems you can expect? All this and much more we will discuss in today's battle of siblings.
Yes, we dared to put Freshservice vs Freshdesk to find out the which one is the better deal. We’ll be covering all kinds of things, including price to performance ratio, feature set, specialties in terms of industries, and more. So, buckle up as we are about to start.
So, if you are wondering what is the difference between Freshdesk and Freshservice, then you must understand that the fact that they are separate products for a reason. For starters, each tool has a different purpose. In this case, Freshdesk is a customer service system whereas the Freshservice is more like an IT-support tool. Both share a lot in common but the underlying technology is significantly different.
An ITSM (Freshservice) tool is tailored for all kinds of things that are IT related. For example, such a tool can be very helpful in cases where you need to manage multiple hardware systems, software tools, and licenses remotely. It's true, you can manage all this using a traditional service desk, its just that each function has different specification. Indeed, stacking up Freshdesk vs Freshservice in terms of IT operation management, Freshservice is the better choice.
On the contrary, Freshdesk is excellent for things such as managing customer expectations, setting up knowledge bases, self-service portals, etc. You get a wide range of intuitive features that will not only help you establish a good customer relationship but will significantly improve your current service. Although don’t run away just yet, we need these products to compare even further.
When you compare products, it's important that you always keep in mind what kind of features they offer. At a glance, they might seem like something you don’t really need but looking at the feature set, it becomes clear that this is exactly what you’ve been looking for. Okay, now that this is out of the way, we’d like to first cover Freshservice.
- SLA Management. This module allows you to lower or increase customer expectations by providing a pre-service description of the process and results. This is a very helpful module as it will reduce the dissatisfaction rate, as well as it will allow you to gather genuine feedback.
- Incident Management. This tool allows you to manage different tickets from different sources. Be social media, emails, phone call, it will automatically record each incident and transform it into a ticket that your agents can access. The system is useful for companies that have a huge volume of customers and cannot keep up with the flow.
- Automation. While there are many different service desks that allow automation, this module was made by software devs for software devs. With it, you can automate a plethora of things starting from bug report fill-ins, issue into ticket transformation, routing, etc.
- Team Inbox. One of the most prominent features Freshdesk has to offer, the Team Inbox tool allows you to receive all your requests and question in one box set up. It has an API token, meaning that it is not limited to a few social media platforms established by the developer. You can hook it to whatever you like as long as it has an open API.
- Agent Collision Detection. This feature provides you the ability to completely remove incidents where two agents are trying to help a single customer. And it's not just customers, this system covers tickets, questions, threads, etc. It’s very robust and a must-have for companies that deal with a huge influx of consumer requests.
- Canned Responses. This feature's purpose is to streamline the service process by providing agents a quick, and most importantly unique, template answer to common problems. The system pulls for a huge database of greeting and solutions to provide an answer that is super unique. With this module, you will never sound repetitive.
So there you have it. As you can see, they are quite different in terms of core functionality. They do have a few similarities but these are just tickets, responses, and a few automation options.
When it comes to pricing, both tools have a few good tariff plans. And to no one's surprise, they come from the same company. Instead of analyzing all plans, we decided to cover the most popular option among companies. These usually are the mid-tiers and suffice to say, that was the case in both Freshdesk and Freshservice. So, here’s what you get for spending cash on the happy medium of plans:
Freshservice — Dubbed as Estate, this mid-tier tariff plan will give you access to customizable agent roles (which is great in large teams), license management capabilities, advanced security systems such as SSL, dedicated email servers. Aside from these, you can also rely on high-quality analytics. dedicated project management tools, and lastly, you get access to change and release management. All this will cost you $79 agent/month ( billed yearly), or $99 agent/month (billed monthly).
Freshdesk — Also dubbed as Estate, this tariff plan is jam-packed with a ton of different features that frankly, you won’t even be able to use each and every one of them. Jokes aside though, with this plan, you get access to things such as ticket assign automation, CSAT surveys, custom roles, enterprise reporting, support bot, session replay. Also as part of the plan, you will get access to multiple SLAs and timezones. There is a lot more in this plan as it covers everything that is available in lower-tiers. Covering all of that just isn’t productive so on to the price itself. You can have all this for just $49 agent/month (billed yearly) or $65 agent/month (billed monthly).
So, as you can see, each tool offers a good set of features that will surely come in handy for some of you. It’s true that when you stack Freshdesk vs Freshservice, Freshdesk has more to offer. But if you are an ITSM company, then there’s no reason to go with Freshdesk unless you plan on transforming your business activities.
To sum it up, both service desk tools are good for what they are. Each offers a nice set of features that can solve different issues and to be honest, there is no real winner as they are practically the same, just made for different industries. If you work in an ITSM industry, then we suggest you go with Freshservice, and if you operate, say, in e-commerce, then Freshdesk is the better choice. Good luck picking the right tool for your business but for now, that’s all we have.
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