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Compare Freshdesk vs Desk.com

What is better Freshdesk or Desk.com? Today’s corporations need the top Customer Support Software product to stay competitive. On this page we help you with choosing the best solution, by allowing you to assess Freshdesk and Desk.com down to the very details of their individual functions.

You can also check our overall scoring values, which rate the software overall quality and performance. Freshdesk got a 9.7 score, while Desk.com has a score of 8.8. Likewise, it is possible to compare their general user satisfaction rating: 100% (Freshdesk) against 90% (Desk.com). Keep in mind to opt for the software that best answers your most crucial needs, not the software with the higher number of features.

Currently, the top products in our Customer Support Software category are: Salesforce Service Cloud, Zendesk, Freshdesk.

SmartScore™

OUR SCORE 9.7

User Satisfaction

CUSTOMER EXPERIENCE 100%

Pricing

Starting from $15

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Ticket Management and Monitoring
  • Team Inbox
  • SLA Management
  • Agent Collision Detection
  • Custom Ticket Creation
  • Repeated Action Automation
  • Pre-formatted Response Generation
  • Team Huddle
  • Shared Ownership
  • Linked Tickets
  • Ticket Splitting
  • Multichannel Support
  • Ticket Dispatch
  • Intelligent Ticket Management
  • Time-triggered Automation
  • Event-triggered Automation
  • Real-time Email Notification
  • Immediate Solutions Provider
  • Email to Knowledge Base Content
  • Feedback Mechanism
  • Knowledge Base Monitoring
  • Moderation Creation and Management
  • Forum topic to ticket conversion
  • Helpdesk and customer satisfaction reports
  • Real-time customer analytics
  • Customized Reports
  • Portal Design and Customization
  • Agent Management and Delegation
  • Custom Ticketing, URL, and apps
  • Customer Segmentation
  • Custom SSL Certificates
  • IP and Network Restrictions
  • Identity and Access Management

Pricing Info

Freshdesk offers a free app and four price points for various business sizes. All plans include 24/7 email support and 24/5 phone support. You can easily sign up for Freshdesk free trial here.

Sprout – Free

  • Unlimited Agents
  • Email Ticketing
  • Ticket Trend Report
  • Social Ticketing
  • Knowledge Base
  • Ticket Dispatch
  • Team Collaboration
  • Call-to-ticket conversion

Blossom

–  $19/agent/month or $15/agent/month/annual billing

  • All Sprout Features
  • Automation Capabilities
  • In-depth Helpdesk
  • Chats and Calls Management
  • Marketplace Apps
  • SLA Management
  • Business Hours

Garden

– $45/agent/month or $35/agent/month/annual billing

  • All Blossom Features
  • Triggered Messages
  • Time Tracking
  • Call Masking
  • Session Replay
  • Multilingual Knowledge Base
  • CSAT Surveys
  • Performance Reports
  • Embedded Chat FAQs
  • IVR

Estate

– $69/agent/month or $49/agent/month/annual billing

  • All Garden Features
  • Automatic Ticket Assignment
  • In-app Chat Campaigns
  • Answer Bot
  • Portal Customization
  • Custom Roles
  • Enterprise Reporting
  • Multiple SLAs and Timezones
  • Smart Call Escalations
  • Call Barging and Monitoring

Forest

– $125/agent/month or $99/agent/month/annual billing

  • All Estate Features
  • Skill-based Ticket Assignment
  • IP Whitelisting
  • Extendable API Rate Limit
  • Sandbox
  • Phone Calls Holiday Routing
  • HIPAA Compliance
  • Co-browsing
  • Multilingual Chat FAQs

Field Service Management

– $29/field technician/month

  • Available on Estate and Forest Plans
  • Add Field Technicians
  • Service Performance tracking
  • Schedule and Appointment Management
  • 24/7 Email Support
  • 24/5 Phone Support
  • Reports

You can take advantage of Freshdesk’s omnichannel capability for a fee if you subscribe to either Garden or Estate. But you get it free with Forest.

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, University of Pennsylvania, Unicef

Integrations

Freshdesk offers out-of-the-box integrations with a wide range of popular business applications such as CRM systems, invoicing tools, and eCommerce solutions, among others. Freshdesk is tightly integrated with Google Apps including Analytics, Contacts, Calendar, Hangouts, Drive, and Gmail. These integrations enable a slew of additional capabilities including the ability to schedule customer calls, attach large files to tickets, and much more. Some of the other integrations include Box, Campaign Monitor, Dropbox, Freshbooks, Jiira, LogMeIn, Mailchimp, Slack, Shopify, Salesforce, SurveyMonkey, Xero and Zapier.

Freshdesk also integrates with the following applications:

  • Facebook
  • Twitter
  • SugarCRM
  • Capsule
  • Harvest
  • Gmail Gadgets
  • Google tools
  • Dropbox
  • HelpOnClick
  • Snap Engage
  • iContact
  • Zoho CRM
  • Freshchat
  • Nimble
  • FetchFlow
  • Knowlarity
  • Highrise
  • Olark
  • Microsoft Teams
  • Constant Check
  • Userlike
  • Magento
  • Woo Themes
  • OneSky
  • FreshPlugs
  • RESTful API

 

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

An efficient and reliable help desk solution and winner of our Expert's Choice Award. The software offers multi-channel support, automation tools, gamification, and self-service portals to help businesses deliver high-quality customer support. The software helps improve organization and ease collaboration within support teams.

Company Email

support@freshdesk.com

Contact No.

Company's Address

311 California Street
San Francisco, CA 94104
USA

NOAWARDS
YET

SmartScore™

OUR SCORE 8.8

User Satisfaction

CUSTOMER EXPERIENCE 90%

Pricing

Starting from $20

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

Universal Inbox

  • Email
  • Twitter/Facebook
  • Live chat window
  • Phone
  • Community discussions

Case management

  • Case filters and business rules to organize priorities and queues
  • Escalation and case tracking
  • Labels and notes for sorting

Support Center

  • Custom branding
  • Content management for non-IT user
  • Multi-brand support

Productivity

  • Business rules for auto tasking
  • Macros to perform simultaneous actions
  • Bulk updating
  • Reward system

Customer profiles

  • Customer history in one place
  • Salesforce integration

Business insights

  • Preconfigured reports
  • Agents performance reports
  • Customizable reports

Multi-lingual support

  • 36 languages including English, Spanish, Chinese and Portuguese variations

Mobile

  • iOS
  • Android
  • BlackBerry
  • Mobile browser

Pricing Info

Desk offers three SMB and enterprise pricing plans, and a free trial users can check to familiarize with its features and functions. You can upgrade/downgrade at any time, but your prepaid plan cannot be credited or refunded in the case of downgrade. You can pay monthly or annually. Visa, Amex and MasterCard accepted.

Give the details a look, and select the best plan for your company:

Standard – $20/month (billed annually)

  • Multi-channel support
  • Self-service support
  • Agent productivity tools
  • Support performance reporting
  • Knowledge base
  • Workflow and automation
  • Desk.com support
  • Easy integrations

Pro – $60/month (billed annually)

  • All features from the Standard plan
  • Desk Connect for Salesforce
  • Advanced reporting and analytics
  • Multibrand self-service support
  • Open CTI (telephony)
  • Native CSAT scores
  • More multilingual support
  • Customize page layouts

Business – $100/month (billed annually)

  • All features from the Pro plan
  • Custom interactive dashboards
  • Advanced integrations and workflow
  • Custom agent roles & permissions
  • Customer Health Monitor
  • SSO for agents & admins
  • Unlimited multibrand support
  • Unlimited page layouts

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Diamond Candles, Greenvelope, Roomorama, Yelp, Snap Engage, Dwolla, StockTwits, Page Lever,Sticker Mule, Vimeo, Big Cartel, SK Songkick, Wunderkinder, Mixergy, Metalab, Utz, Media Piston, SoundCloud, DuckDuckGo, Zaarly, One King's Lane, DirectTV FotoMoto, Klout, Remeber the Milk Fitbit, The Little App Factory

Integrations

Add-Ons

  • Content Rating for Support Center
  • Contact Form for Support Center

Integrations

  • Salesforce
  • MailChimp
  • CampFire
  • TalkDesk
  • Twilio
  • flowdock
  • Atlassian HipChat
  • PagerDuty
  • GTalk
  • Web Hooks
  • JIRA
  • HipMob
  • UserLike
  • Zapier
  • Klaviyo
  • Zenbox
  • Snap Engage
  • Live Chat
  • Olark
  • Lexity
  • Cloud Work
  • Right Signature
  • Nicereply
  • Verbalize it
  • Cirrus Insight
  • Viral Heat
  • Customer Thermometer
  • Panorama 9
  • Preact
  • REST APIs to integrate your own apps

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Powerful and comprehensive CRM solution that integrates well with other Salesforce products.

Company Email

info@desk.com

Contact No.

Company's Address

501 2nd St. Suite 350
San Francisco, CA 94107
USA

Both Freshdesk and Desk.com were reviewed by a group of reliable B2B experts who conducted a full study of all crucial elements of each software. Their final rating was prepared with unique SmartScore system which calculates an individual partial score to each component including: main functionalities, client support, mobile support, security, customer satisfaction as well as market presence. We are aware that useful features are not the only aspect essential to a business so we do our best to pay attention to all facets of a software before calculating its final score.

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