Freshdesk Review - why 4.5 stars?

• Ticketing: End-users can prioritize, categorize and assign tickets so they can never lose track of them.
• Collaboration: Freshdesk enables teams to work together towards quick and efficient ways of solving customer problems.
• Omnichannel: This feature help end-users manage all support-related communications from multiple channels on a single platform.
• Field Service: End-users can manage their end-to-end field service operations from right within Freshdesk.
• Automations: Freshdesk provides built-in capabilities to automate repetitive helpdesk tasks.

• Freshdesk offers optimal issue management and client support
• The software allows for social media integrations
• End-users can manage all their support channel from one place
• The product offers great support from their technical team, which is very helpful if you are having problems with one or more functions.
• Freshdesk can store a vast amount of information, including FAQs, that can help new users resolve issues that were already encountered by others.

• Users complain of an ineffective ticketing system within the software
• One of this solution's downsides, although minimal, is that emails can’t process first names easily
• There is no mobile suitable screen for submitting tickets
• Freshdesk does not support phone call integration, although Facebook and Twitter access is available
• Tickets can’t be navigated based on search results (this issue will be eventually resolved, as promised by the company).

• Functionality: Freshdesk offers features like Ticketing, Collaborations, Automations, Help Widget, Reporting and Analytics, Security, Integrations, etc. Compared to its alternatives, Zendesk shares similar features with Freshdesk like Ticketing, automation, help center, etc. Zendesk offers routing & intelligence, and knowledge management which is lacking in Freshdesk and Zoho desk. Zoho desk offers Omnichannel, which is available in Freshdesk. Zoho desk offers extensibility and customization, which is lacking in Zendesk.
• Customers/Industries: Freshdesk targets Retail & E-commerce, Travel & Hospitality, Software & IT, Online-first, etc. Customers like Hamleys, Big Bus, and Pearson use Freshdesk. Zendesk targets Education, Financial Services, Government, Healthcare, Manufacturing, Media, Retail, Software, and Telecommunications. Customers using Zendesk are Baublebar, 99designs, AdSlot, and MODSY. Zoho desk targets Education, E-commerce, Telecom, Finance, Hospitality, IT/ITES Services, Insurance, and SaaS. Teams at Daimler, McAfee, Essilor, and Lycamobile use Zoho desk. TeamSupport has customers like NBA, American lung association, Teladoc, Comcast, etc.
• Cost: Freshdesk Starts at $15 per agent/month (billed annually) and $18 per agent/month billed monthly. The license cost information for TeamSupport is unavailable on its official website. Zoho desk starts at $12 billed annually and $18 billed monthly. Zendesk starts From $19 per agent/month billed annually. According to ITQlick expert cost research, Freshdesk is cost-rated at 1/5, which means it is a low-cost help desk software. The rating system considers this software rated 1-2 as low-cost and 4-5 as high cost.
• Cloud-based/On-premise: Freshdesk and all its alternatives are cloud-based.
• Popularity: Freshdesk (2010) is a privately held company and trusted by 50,000+ businesses in 120+ countries where customers are served. Zendesk (2007) is publicly traded on the NYSE under the ZEN symbol. With over 160,000 businesses using its help desk system solutions. Zoho desk (now Zoho cooperation) is privately held, with over 50,000 businesses worldwide using its services.
• Support: Freshdesk and all its close alternatives share similar support channels like email/help desk, FAQs/forum, a knowledge base, phone support, and chat. Freshdesk, Zendesk, and Zoho desk offer 24/7 live rep, which is unavailable in TeamSupport.

• The Support Desk category comes with a Free plan and three (3) license plans; Growth, Pro, and Enterprise.
• Growth starts at $15 per agent/month (billed annually) and $18 per agent/month billed monthly.
• Pro comes at $49 per agent/month (billed annually) and $59 per agent/month billed monthly.
• Enterprise comes at $79 per agent/month (billed annually) and $95 per agent/month billed monthly.

• Growth Omnichannel starts at $29 per agent/month (billed annually) and $35 per agent/month billed monthly.
• Pro Omnichannel comes at $59 per agent/month (billed annually), and $71 per agent/month, billed monthly.
• Enterprise Omnichannel comes at $99 per agent/month (billed annually) and $119 per agent/month billed monthly.

What is the REAL total cost of implementation? on top of the total cost of licenses which is easy to calculate you need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 2 out of 10 (10 is most expensive). You can fine here the REAL total cost breakdown for Freshdesk. You can also find here pricing information from Freshdesk's website.