Difference Between Freshdesk vs Freshservice
Freshservice and Freshdesk have different purposes and are the products of Freshworks. It is a customer-oriented help desk software and priced ranges from $0 to $109 per month. Whereas freshservice is an internal service help desk software used to control the company internal information technology support where the cost starts from $19 to $99 per user per month. The important differences and significant comparison factors are discussed in this article.
Head to Head Comparison between Freshdesk vs Freshservice (Infographics)
Below are the top 7 differences between Freshdesk vs Freshservice:
Key Differences between Freshdesk vs Freshservice
The important differences like working, applications, integrations, plugins, support, are explained in this section.
1. Definition and Functions
Freshdesk is a significant tool for enterprises with customers using websites that need support care or a consumer login portal. The features like ticket logging can enable the clients to submit a ticket which limits the working of staff to save the details via phone. The other features like knowledge inventories which enable the user to access the information portal that manages the consumers to find solutions to questions from the content developed like replies to tickets and articles. Whereas freshservice is used in the IT department of the company that manages the internal software and hardware. It is important for tracking and organizing the tickets and manages the release in updated technology that is issued to workers like document approvals and laptops. It is employed for larger teams and requires technology asset management
2. Pricing
Freshservice and Freshdesk fall under the same price ranges with free trials. The price range of freshservice falls from $19 to $99 per month when compared to Freshdesk that starts from $15 for one user per month and ranges till $109 per month. The focus of Freshdesk on customer dependent tools like logging a ticket from website whereas the freshservice aims to solve IT issues and manages the internal asset of information technology. The price of Freshdesk is affordable for small and medium-sized businesses and also includes a free plan that is availed with fundamental support. The paid version is adaptive and business that fluctuates from $15 to $29 per month.
3. Accessibility
Freshdesk creates all types of support tickets via call, social media, and mails. It rejects the essentiality to log the ticket which saves more time and makes it easy in the creation of tickets. It has a visual appeal on the dashboard that highlights the major supporting metrics with all descriptions of tickets like its number, date opened, status, and every mandatory detail to take necessary action on it. It has also an inbox that highlights all the details from accessing channels. Whereas Freshservice has an elegant dashboard with a simple user interface that displays various categories on IT support staff about the queries on request, tickets, new services, and so on. There is an attractive dashboard with metrics and all activities on the status of the ticket. The tools like service catalog enable the user to request the software or hardware about the job and enable easy installation and customization on the department with random clicks that includes automatic initiation of request that sends the request for any approval automatically.
4. Support
The service support for both Freshdesk and Freshservice has the same features and their products are developed and owned by the same organization. The customer gained support for both of the products along with the contact number and mail address. The client support is extended in different methods. The service support has an academy on Freshdesk where the technicians can support the agents to take the courses on modules with agent and admin fundamentals with client service skills. It comprises of knowledge base with modules like how to set up and customize the self-service portal, along with social, phone, email, and web site channels to create and submit tickets that can connect the users with the preferred community. Whereas the Freshservice gives the customer support via webinar and videos, agent guide, community forum, knowledgebase via mail, and phone. It provides the communication channel via chat and the newly deployed services allow the communication channel for chatting facilities. The community forum enables the user to start afresh topic on community members that responds to the related questions.
Freshdesk vs Freshservice Comparison Table
|
Attributes |
Freshdesk |
Freshservice |
| Definition | It is a cloud-based, with omnichannel client service with all business sizes, and gives all the answers to the submitted queries that enhances the productivity of customers and increases customer satisfaction. | It is an online ITIL service desk with ITIL features and enables the ticket and asset managing capabilities with reports, problems, incidents, changes, release, and knowledge management tools. |
| Oriented Platform | It is based on the web, Windows, Android, and iPhone. | It is based on Web, Android, and iPhone. |
| Customers | It has reliable clients like freelancers, small, medium, and large enterprises. | It has all types of clients on small, medium, and larges enterprises except freelancers. |
| Support | It can be accessed via online, phone, video tutorials, and knowledge-based web portals. | It can be accessed via online, phone, video tutorials and knowledge-based web portals |
| Pricing | It is available for $19, with a free trial, no credit card required, based on subscriptions along with free account | It is available as the same cost of $19 with a free trial, no credit card required and based on subscriptions |
| Key features | API, Absence management, activity tracking, activity dashboard and control, retention and archiving | Active directory integrations, alerts, and escalation, approval process control, access control, API are the important features |
| Integrations | Facebook, Gmail, Google Calendar, Mailchimp, and HubSpot marketing can be integrated to get more productivity | Microsoft 365 and Google Calendar have important integration support |
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