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.

This is a great software, when helps me and my team to have a better communication.

The administration panel is way to complex (however the features are great).

Great experience so far, pricing model is the only limitation for integration into our platform as we dont want to maintain our own app.

Good and is satisfied with its use. And is a very good open source communication tool.

You have many options to work with. It is perfect for companies, but also it is perfect for personal uses.

No straightforward integration with SharePoint. Electron client app only, so notifications are a bit lacking.

Free to install, easy to use. Great for document collaboration, video calling and basic chat and integrates well with Microsoft AD.

Wide  functionallity, configuration, integration options. Mobile apps are with good quality when I'm on the go.

Easy to set up, easy to configure and easy to use.

Chat supports OpenID Connect for SSO authentication out-of-the-box, which we integrate with FusionAuth and it works as expected. So really happy about this.

Great product, works as expected, loads of customization options, and more flexible than Slack. What more could you ask for.

It also provides an interesting websocket + RESTful web service interface which you could integrate with any application you build.

I have used Slack, Teamwork Chat before, but Rocket Chat is very economical to me ( free- minus the VPS cost). ANd it has everything we need.

It has some great features and it's great that you have so much control over the software as administrator.

Also, for those of us who do have cameras, the default initial setting for a call should be camera OFF for heavens sake. There have already been a couple of embarrassing accidents.

I would recommend it to any company or team who wants to keep control over their own data and need a reliable chat messenger.

Chat has me pretty amazed how feature rich rocket chat really is. Make sure if you want video chat capability to enable JITSI in the server admin console.

Rocket chat community support is very good. We can subscribe to different global channels for gaining knowledge.

It is not obvious which sections apply to which sections when you mess around with the font/color/style/formatting.

It's easy to use, didn't cost anything (if self-hosted) and helps us meet EU-GDPR requirements. Further it provides a nice app and a community, that constantly improves the chat and features.

The messaging is robust, and the voice quality is good. Overall, Rocket Chat is extremely solid, plenty strong enough to be used in a mission-critical capacity.

We love that there is an on-premise option for security. The chat features are intuitive and easy to use.

Chat is great in terms of the fact that it allows you to manage your own chat server without having to go through third party services and paid subscription plans.

Per-user pricing model is still to high for a chat, and limitation of push notifications is a problem for mobile user support.

Friendly designed interface and this tool supports LDAP. Funny and creative emojis that helps in delivering the messages in a more innovative manner.

The fact of being logged out anytime it gets an update is a little bit annoying in my opinion, but after a login everything is back to normality.

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

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

Rocket.Chat is a collaboration solution that helps businesses work remotely through audio/video conferencing, screen sharing, live chat and more. It comes with a real-time message translation tool, which allows users to communicate in multiple languages.


Rocket.Chat enables businesses to utilize customizable themes and personalize the user interface of the platform. It provides encryption and two-factor authentication features to ensure user and account security. Professionals can view message history across individual, public and private chat channels. Additionally, the drag-and-drop interface allows users to share ideas, projects and files in real-time, facilitating collaboration across the organization.


Rocket.Chat comes with an API and supports WebHook integration with several third-party solutions including Gmail, Facebook Messenger, WhatsApp, and Instagram. It also provides iOS and Android mobile applications. It is available for free and at monthly or annual subscriptions. Support is extended via email, phone, live chat, documentation and other online measures.



Two-Way Audio & Video

Transfers/Routing

Video Chat

Real Time Editing

Projections

Brainstorming

Offline Form

File Transfer

Contact Management

Version Control

Audio / Video Conferencing

Audio Calls

Screen Sharing

Proactive Chat

Transcripts/Chat History

Multi-User Collaboration

Website Visitor Tracking

Time Zone Tracking

Remote Access/Control

Rocket.Chat offers two pricing plans:

Community: A free, self-managed plan designed for small teams. 


Enterprise: $7/user/month with a minimum of 25 users and $35/agent/month with a minimum of 5 agents. 



Freshdesk vs Rocket.Chat

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