I dislike the fact that attachments need to be downloaded and opened rather than a double click to open.

We then use Footprints in IT Project Management (Footprints forms are super customizable and this was very useful for registering and monitoring projects).

Version 12 has been the most painful experience in my IT career.

At first it can seem a little confusing, with a seemingly outdated UI. Even with the recent upgrade to 12, it looks and feels a little dated.

If you want a reliable software that is easy to maintain, then go find something else.

Every time there is an issue, ends up it's usually a know defect. There are so many known defects with this garbage software that it causes memory leaks.

I like the amount of services I can access with FootPrints, e.g. requesting a help ticket, ordering new computer hardware, and submitting Data Services requests.

Overly Complex and Functionally Limited Platform.

You will find scads of suggestions about returning out of the box functionality that were in older versions of FP that is missing in v.12.x.

And we quickly discovered. That the tool would be useful to support other business processes as well.

They took away several features that are going to cause us a lot of work, no quick descriptions and no quick actions which was one of the reasons we bought this product.

Footprints does a great job managing help tickets.

Overall it's a good product that we use to manage tickets that are submitted by the client to our help desk.

Great software that just needs a few minor enhancements.

The need for Java to be installed, but no real use for it. The extra cost of a mobile interface, no mobile app.

I liked that we could configure forms to request needed information based on request type and details, as well as configure automatic routing to correct teams.

It was a happy surprise when we were able to implement Footprints in other departments besides IT, we had not planned this, the IT department won many points for that.

Low cost due to the possibility of using named licenses and shared licenses.

Again the software is not overly complicated, but navigation can be tricky at first.

Sometimes the fields get out of index and I see the wrong data in the fields. I can delete the ticket and start a new one to correct the problem.

I like that the software automatically sets send email to customer based on status and that all communication is in one place.

Footprints does a great job keeping your help desk tickets in order.

A fraction of other ITSM tools. There are 3 supported platforms to choose from.

Being part of IT, our department used the software for it's intended purpose; IT help desk tickets.

Ii guess if i had to pick one thing it would be i like the color scheme.

System was very easy to use and was easy to navigate. All the bells and whistles that automated processes was extremely beneficial for our company.

The footprints server must be rebooted daily otherwise it Footprints become even more useless. There are people who take garbage and make a sculpture out of it to give it another look.

We have consistent deadlock errors on the database, we have tracked it down to the table that contains ALL of the relationships for every item in the system.

The number of knowledge base articles and community support was very good.

Didn’t like much about the software, but their support was first rate.

This is a great platform for helpdesk management. We use it for around 5 engineers and it works great as it's not over-complicated.

Lacking rudimentary filter/show by date range feature, terrible for recordkeeping.

Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.

Applications/Addons are great for customizing. Integrations with other products are fantastic.

It is easy to use and it integrates everything which is really helpful, the simplicity of the program was nice.

Freshdesk has been a great product to use for us, it's easy to use and set up and provides a much needed cost effective service.

Freshdesk was great for what we needed. We have since moved to a new product, but recommend Freshdesk to clients when appropriate.

We did not use any software before and we constantly got lost e-mails or forgotten requests because they were all handled through e-mail.

I like it's simplicity, ease of use. It has a very clean interface and is uncluttered.

So user friendly, amazing features and great customer support from pre-sales, to set up, to every day use questions.

Fresh desk is easy to use and to coordinate with a client in best way while its ticketing system is awsome.

Our department has had many debates initially but knows we all are thriving on this product and are super happy with it. A key feature would be the Freshdesk mobile application.

My favourite feature is the very clean inbox and ease of assigning emails to myself or my colleagues.

Contact management and search is awful. It is really difficult to avoid creating duplicated clients with slightly different name.

It simplified things for us, and make our daily tasks easy to maneuver through. It changed the way we work for the better, looks nice, and works well.

The team I dealt with has been great, responsive and attentive to our needs and requirements, they were very easy to work with.

My favorite features are the easy to generate ticket integration with FreshSales, real-time ticket updates, and the ability to draft canned responses for common issues.

It comes with best in class features of reporting, integration, resource management and other useful features that might prove out to be the ways for improving overall productivity.

The ability to sync, manage & assign tickets with ease. Has been a fan of there mobile app and the notifications that helps me keep a track of tickets on the go.

However,  I have terrible experience when it comes to the customer service, which is very horrible.

With their continued lack of responsiveness we cancelled our account after using the service for about a year.

The support and contact system for Freshworks/Freshdesk is as bad as it gets.

Reasonable price and a very easy interface make it an excellent pick for us.

Overall I am so glad I chose freshdesk. It’s very easy to use and is a great value.

We selected them because we can have some top notch solutions just like we had Freshdesk or Zendesk, but we do not have to leave a fortune there.

We liked the Shared ownership concept which helps communicating internally through one interface and best part is the reports structure.

Very useful for customer service agents. With the help of Freshdesk, I was able to offer great customer service to the clients who gave us good company ratings.

I really appreciate that they have a free trial to use for this software and that the customer support they offer is great and helpful.

The interface makes sense to use, and when I needed guidance, the Customer Support Team was SUPER QUICK to help me get to where I needed/wanted to be.

The only negative thing so far, is that some Spanish translations have been erroneous or inaccurate.

The additional issue is if someone can spam your Freshdesk site, then they think they can spam any of your sites.

Happy, good support and account management and good value for money compared to other services in the market.

We are able to track our customers and teams progress. Plus it started our free and there was a chance to learn and implement it into our daily routine and now we are paying for more features.

It has been very good at the time of backing up information and cycling functions that remain programs in the best way effectively.

It felt like it was meant for the company, I was very impressed with how many interesting features you have. It is very secure to use.

US Dollar

FootPrints is on-premise information technology service management solution, which helps businesses manage assets and service delivery across all IT operations. Designed for small and midsize businesses, it provides a platform to improve work efficiencies, maintain compliance, optimize costs and prevent vulnerabilities and risks.


FootPrints’s key features include incident and problem management, change management, a service catalog, asset tracking, self-service and release and deployment administration. Further, it provides reporting dashboards, which allow users to create personalized experiences to increase productivity among employees. Additionally, configurable capabilities of software help automate IT service delivery and improve employee satisfaction.


FootPrints allows integrations with BMC Client Manager, Active Directory, SQL Databases and more. Support is extended via phone, documentation and an online help desk.



LongDescription

Support Ticket Management

Customizable Reports

Activity Tracking

Contract/License Management

Active Directory Integration

Change Management

Project Management

Approval Process Control

Problem Management

Self Service Portal

Configurable Workflow

Dashboard Creation

Capacity Management

Configuration Management

Support Ticket Tracking

Client Portal

Workflow Management

Asset Tracking

Activity Dashboard

Alerts/Notifications

Reporting & Statistics

Knowledge Base Management

Availability Management

Audit Management

Alerts/Escalation

Prioritization

Remote Access/Control

Feedback Management

Incident Management

Drag & Drop

Third-Party Integrations

Release Management

Audit Trail

Windows 7

Linux

Windows 8

Windows 10

To receive accurate pricing, contact FootPrints service desk directly.

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

2-10

11-50

51-200

201-500

501-1000

1000+

FootPrints

In Person

Live Online

Webinars

Documentation

Videos

Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, social media and instant messaging, improve agent productivity with smart automations, deliver self-service experiences with AI-chatbots and branded help centers, and monitor key performance metrics with powerful analytics.



Engagement Tracking

Cataloging/Categorization

Employee Management

Case Management

Surveys & Feedback

Status Tracking

Multi-Channel Management

Access Controls/Permissions

Session Recording

Customer Segmentation

IT Asset Management

Dispatch Management

Real-Time Monitoring

Workflow Configuration

SSL Security

Electronic Signature

Sentiment Analysis

IVR/Voice Recognition

Single Sign On

Project Planning/Scheduling

Rules-Based Workflow

Knowledge Management

Categorization/Grouping

Communication Management

Customer Database

Call Recording

Customizable Fields

Collaboration Tools

Automated Routing

Assignment Management

Full Text Search

Call Center Management

Scheduling

Data Import/Export

Email Tracking

Customer Complaint Tracking

Call Routing

Email Templates

Customer Experience Management

Content Management

Project Time Tracking

Mobile Access

Social Media Monitoring

Multi-Channel Data Collection

Survey/Poll Management

Performance Metrics

Routing

Discussions/Forums

Issue Management

Text Editing

Multi-Channel Communication

Queue Management

Role-Based Permissions

Social Media Integration

Real-Time Notifications

Forms Management

Service History

Real-Time Updates

Email Management

Ticket Management

Event Triggered Actions

Recurring Issues

File Sharing

Predictive Analytics

Network Monitoring

Reminders

Decision Support

Reporting/Project Tracking

Real-Time Chat

Service Level Agreement (SLA) Management

Community Management

Chat/Messaging

Work Order Management

Customizable Templates

Real-time Consumer-facing Chat

Issue Tracking

Freshdesk is priced per support agent per month, and has 4  different plans. 

Free- $0 (unlimited free agents) 
Growth- $18/agent/month billed monthly or $15/agent/month billed yearly
Pro- $47/agent/month billed monthly or $39/agent/month billed yearly
Enterprice- $83/agent/month billed monthly or $69/agent/month billed yearly

FootPrints vs Freshdesk

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Product Demo & Screenshots

Advisor Recommendations & User Awards

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