TrustRadius

DoubleTick vs. Freshdesk Omni

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
DoubleTick
Score 9.0 out of 10
N/A
A solution to convert conversations to conversions using DoubleTick CRM built on top of WhatsApp Business API. The solution helps users to build deeper relationships, automate operations and increase conversion rates using WhatsApp API.
$300
per year
Freshdesk Omni
Score 9.3 out of 10
N/A
Freshdesk Omni is an AI-powered, comprehensive solution for offering customers seamless experiences today and in the future.
$35
per month per agent
Pricing
DoubleTickFreshdesk Omni
Editions & Modules
Starter
$300
per year
Pro
$720
per year
Enterprise
Custom
Growth
$29
per month (billed annually) per agent
Pro
$69
per month (billed annually) per agent
Enterprise
$109
per month (billed annually) per agent
Offerings
Pricing Offerings
DoubleTickFreshdesk Omni
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Features
DoubleTickFreshdesk Omni
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
DoubleTick
-
Ratings
Freshdesk Omni
8.5
1 Ratings
6% above category average
Organize and prioritize service tickets00 Ratings9.11 Ratings
Expert directory00 Ratings9.11 Ratings
Subscription-based notifications00 Ratings7.31 Ratings
Ticket creation and submission00 Ratings8.21 Ratings
Ticket response00 Ratings9.11 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
DoubleTick
-
Ratings
Freshdesk Omni
9.1
1 Ratings
15% above category average
External knowledge base00 Ratings9.11 Ratings
Internal knowledge base00 Ratings9.11 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
DoubleTick
-
Ratings
Freshdesk Omni
7.3
1 Ratings
6% below category average
Customer portal00 Ratings9.11 Ratings
IVR00 Ratings7.31 Ratings
Social integration00 Ratings4.51 Ratings
Email support00 Ratings7.31 Ratings
Help Desk CRM integration00 Ratings8.21 Ratings
Best Alternatives
DoubleTickFreshdesk Omni
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Score 7.2 out of 10
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Score 9.0 out of 10
Medium-sized Companies
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Genesys DX (discontinued)
Score 10.0 out of 10
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Score 9.0 out of 10
Enterprises
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Genesys DX (discontinued)
Score 10.0 out of 10
SysAid
SysAid
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
DoubleTickFreshdesk Omni
Likelihood to Recommend
-
(0 ratings)
7.3
(1 ratings)
Usability
-
(0 ratings)
8.2
(1 ratings)
User Testimonials
DoubleTickFreshdesk Omni
Likelihood to Recommend
QuickSell (Apport Technologies)
No answers on this topic
Freshworks Inc
For a typical technical support help desk use case Freshdesk Omni is great! It has the advanced features of automating responses and canned answers where appropriate. The AI functionality seems good but not something we are leveraging at this point given the volume of tickets.
Greg Ross | TrustRadius Reviewer
Greg Ross
Systems Engineer
Read full review
Pros
QuickSell (Apport Technologies)
No answers on this topic
Freshworks Inc
  • When an agent receives a call via Dialpad or Amazon Connect, Freshdesk Omni automatically displays relevant customer details, previous interactions, and ticket history in a single view.
  • Every call (answered, missed, or voicemail) is automatically logged into Freshdesk as a ticket, including details like call duration, customer number, and agent notes.
  • Agents can initiate outbound calls directly from Freshdesk using click-to-call functionality, reducing manual dialing errors and saving time.
Verified User
Anonymous
Read full review
Cons
QuickSell (Apport Technologies)
No answers on this topic
Freshworks Inc
  • It is a very user-friendly tool. We haven't found any drwback in any of the modules provided. It works excellently at my organization.
  • Its powerful workflow automation reduces manual effort for job assigning and makes our process more efficient and saves valuable time.
NC
Niranjan choudhary
Manager Business Excellence
Read full review
Usability
QuickSell (Apport Technologies)
No answers on this topic
Freshworks Inc
Utilizing a unified platform has successfully reduced the resolution time for customer-facing issues. This streamlined approach enhances efficiency and generates valuable insights that can be leveraged to improve our services and better understand customer needs, ultimately leading to a more satisfying experience for our clients.
Chaitanya Jadhavar | TrustRadius Reviewer
Chaitanya Jadhavar
Technical account Manager
Read full review
Alternatives Considered
QuickSell (Apport Technologies)
No answers on this topic
Freshworks Inc
1) Price is also a point to decide, other Service Providers were providing similar features but the prices were slightly on a higher side. 2) Coming to feature comparison, JIRA offers whole lot of other features but currently we did not require them and Zoho had few less features comparing to Freshworks
Verified User
Anonymous
Read full review
Return on Investment
QuickSell (Apport Technologies)
No answers on this topic
Freshworks Inc
  • Our customers often give feedback to closed tickets to track satisfaction scores
  • Customers appreciate the value of viewing their tickets in the customer portal
  • We save time by having a single source system to interact with our customers and track issue history.
Greg Ross | TrustRadius Reviewer
Greg Ross
Systems Engineer
Read full review
ScreenShots

Freshdesk Omni Screenshots

Screenshot of Advanced AnalyticsScreenshot of Team InboxScreenshot of Customer Communication ManagementScreenshot of Conversational AI