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Desk.com (discontinued) vs. Freshdesk

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Desk.com (discontinued)

    Score8.3 out of 10
    N/ADesk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.N/A

    Freshdesk

    Score8.7 out of 10
    N/AFreshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…

    $0

    Up to 2 agents

    Pricing
    Desk.com (discontinued)Freshdesk
    Editions & Modules
    No answers on this topic
    Free
    $0
    Up to 2 agents
    Growth
    $15
    per month (billed annually) per agent
    Pro
    $49
    per month (billed annually) per agent
    Enterprise
    $79
    per month (billed annually) per agent
    Offerings
    Pricing Offerings
    Desk.com (discontinued)Freshdesk
    Free Trial
    YesYes
    Free/Freemium Version
    NoYes
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    Desk.com (discontinued)Freshdesk
    Considered Both Products
    Discontinued Products
    Chose Desk.com (discontinued)
    We liked it as a tool because of the ease and advantages offered by the tool compared to the other solutions evaluated.Due to its ease of implementation and ease of use it adapted very well to the needs of the company, that was the reason why we chose desk.com.
    Incentivized
    Freshworks Inc
    Chose Freshdesk
    Freshdesk is a lot easier to implement than Desk.com and is a lot cheapier also. I have used Desk.com on my former work, and the tools that it had aveilable were almost the same, but it was easier to manage and start using. Take into account that I am comparing the version of De…
    Incentivized
    Chose Freshdesk
    Spiceworks was too much work to get off the road and didn't offer much on the user's side. Freshservice is a lot more focused on IT work and I'd recommend starting with it. Desk.com is great for a whole organization, but rules frequently break with a mixed bag of how useful the …
    Incentivized
    Chose Freshdesk
    Before choosing Freshdesk I reviewed and trialled several alternatives. The obvious key player is ZenDesk but besides the obvious cost benefit of FreshDesk I also found ZenDesk to be too corporate in its approach. The same problem arose from Desk.com and GoToAssist with the …
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Desk.com (discontinued)Freshdesk
    Incident and problem management
    Comparison of Incident and problem management features of Desk.com (discontinued) and Freshdesk
    Feature
    Desk.com (discontinued)
    -
    Ratings
    Freshdesk
    8.6
    174 Ratings
    Organize and prioritize service tickets00 Ratings9.2170 Ratings
    Expert directory00 Ratings8.0115 Ratings
    Subscription-based notifications00 Ratings8.43 Ratings
    ITSM collaboration and documentation00 Ratings7.64 Ratings
    Ticket creation and submission00 Ratings9.1170 Ratings
    Ticket response00 Ratings9.3170 Ratings
    Self Help Community
    Comparison of Self Help Community features of Desk.com (discontinued) and Freshdesk
    Feature
    Desk.com (discontinued)
    -
    Ratings
    Freshdesk
    8.0
    156 Ratings
    External knowledge base00 Ratings8.1142 Ratings
    Internal knowledge base00 Ratings8.0145 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Desk.com (discontinued) and Freshdesk
    Feature
    Desk.com (discontinued)
    -
    Ratings
    Freshdesk
    8.3
    165 Ratings
    Customer portal00 Ratings7.4141 Ratings
    IVR00 Ratings8.251 Ratings
    Social integration00 Ratings8.587 Ratings
    Email support00 Ratings9.4164 Ratings
    Help Desk CRM integration00 Ratings7.7101 Ratings
    User Ratings
    Desk.com (discontinued)Freshdesk
    Likelihood to Recommend
    8.2
    (38 ratings)
    8.6
    (241 ratings)
    Likelihood to Renew
    8.4
    (14 ratings)
    8.0
    (21 ratings)
    Usability
    8.3
    (19 ratings)
    8.0
    (41 ratings)
    Availability
    1.0
    (2 ratings)
    4.6
    (5 ratings)
    Performance
    10.0
    (1 ratings)
    5.5
    (5 ratings)
    Support Rating
    8.2
    (21 ratings)
    7.6
    (39 ratings)
    In-Person Training
    -
    (0 ratings)
    8.2
    (1 ratings)
    Online Training
    -
    (0 ratings)
    8.1
    (2 ratings)
    Implementation Rating
    10.0
    (1 ratings)
    8.6
    (171 ratings)
    Configurability
    -
    (0 ratings)
    5.4
    (6 ratings)
    Contract Terms and Pricing Model
    -
    (0 ratings)
    6.4
    (4 ratings)
    Ease of integration
    -
    (0 ratings)
    7.7
    (5 ratings)
    Product Scalability
    -
    (0 ratings)
    5.5
    (5 ratings)
    Professional Services
    -
    (0 ratings)
    6.4
    (1 ratings)
    Vendor post-sale
    -
    (0 ratings)
    6.8
    (4 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    6.9
    (4 ratings)