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.

Excellent software and a great, innovative  company to partner with.

Technical support is very good, they seem to have an efficient team there. The client portal is particularly useful, clients being able to log in online to get live updates on jobs.

I love what (Sensitive Content Hidden) are doing with Protean. For us Protean is not just a piece of software we use everyday.

It has automated so many processes within our company, helping us provide a better service to our clients and improve operational efficiencies.

The technical support and customer service is very good. The security access rights are role based and very granular which is useful.

The system is reasonably configurable and being based on SQL Server database relatively easy to integrate with. The mobile engineer application has been critical to us.

Multi equipment jobs can be difficult to make corrections if not done correctly first time.

We migrated over to Protean in 2018 and now its difficult to imagine our operation without it.

Getting non standard reports can be costly and takes time, but that's about it.

Good way to keep track of invoices paid and unpaid.

The ability to bulk import and amend data was very important to us and Protean handles this very well.

Protean - Solid, reliable & dependable after 6 years of using it.

We have combined all our separate systems into protean with great success.

As a company who have a high volume of preventative maintenance contracts, Protean have a great system for programming and maintaining these.

Protean offer a web portal for our customers to access their job reports/invoicing 24/7 which is a big plus for our company. Great features for attributes.

Protean is very user friendly and intuitive for the users. New users find it very easy to work with and can quickly get a grasp of the basics.

Product is very intuitive -easy to use and very easy integrate with our exciting Financial software Sage 50.

Enhancement requests can take a while to implement, but any bugs found are usually ironed out quickly. Bespoke reports or specific software changes can be quite costly.

It could do with some additional user access rights options, being able to restrict certain users from amending parts of the system. I understand this is currently being developed.

The engineer interface is simple and straight forward to use which was one of the key reasons we went with Protean.

The support we get from Protean is very good, the help desk team are very responsive and can usually resolve any issues very quickly.

The most important feature for us is how reliable the software has been. Protean has been really solid for us with zero downtime in almost 6 years.

Previously this was much more of an issue, and it has helped to streamline our processes, in turn making the team more efficient, and providing our clients with a much more fluid and improved service.

Excellent telephone and email customer support with webinars, videos, and online help also available. Easy to use app which isn't web based so doesn't rely on network connection for continued usage.

Very user friendly, saves a huge amount of time.

When looking initially it can be a little confusing  as it looks complicated, that soon goes away once you understand the layout.

US Dollar

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.



LongDescription

Support Ticket Management

Engagement Tracking

Cataloging/Categorization

Employee Management

Case Management

Surveys & Feedback

Status Tracking

Multi-Channel Management

Customizable Reports

Access Controls/Permissions

Activity Tracking

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

Project Management

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

Self Service Portal

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

Support Ticket Tracking

Role-Based Permissions

Social Media Integration

Real-Time Notifications

Forms Management

Service History

Workflow Management

Real-Time Updates

Email Management

Ticket Management

Event Triggered Actions

Recurring Issues

File Sharing

Activity Dashboard

Alerts/Notifications

Reporting & Statistics

Predictive Analytics

Knowledge Base Management

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

Inbox Management

Macros/Templated Responses

Dashboard

Multi-Language

Alerts/Escalation

Customizable Branding

Conferencing

Reporting/Analytics

Contact Database

Widgets

Monitoring

Web browser (OS agnostic)

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

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

Self-Employed

2-10

11-50

51-200

201-500

501-1000

1000+

Freshdesk

Live Online

Webinars

Documentation

Videos

Pound Sterling

Protean is a cloud-based field service management solution that helps businesses get real-time access to workforce and contract information. The platform provides detailed information about customer history, service schedules, equipment, parts, jobs, contracts and more. Additionally, it allows users to track, communicate and collaborate with teams for scheduling tasks.


Primary features of Protean include tracking, invoicing, equipment registry, data storage, sales forecasting, profit analysis, inventory management and an automated parts reordering system. Its administration management functionality enables users to create/record contracts and define tasks, checklists, expenditure and invoices. Plus, its profit analysis facility provides detailed information on cost and revenue by equipment type, hire contract, customer, site, equipment and manufacturer.


Protean includes a prospect database that allows users to manage leads, sales pipeline and forecasting. Its business and intelligence reporting module provides insights into purchase orders, response time, revenue, cost, log jobs and overdue via interactive charts and graphs.



Freshdesk vs Protean

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