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.

I really dont have a con other than my notifications dont work on my computer so I have to leave the sound on. This makes for interruptions with my patients.

We've tried several chat solutions over the years and found SnapEngage to be the most feature rich, easy to use, and best value available.

It would be a stretch for me to say something I dislike here.

Great that it's web based. Tons of great features and it looks good with the customization available.

I like the shortcuts and ability to customize the interface.

I love the opportunity to speak with customers as well as capture new lead information. Customers can order on the fly or ask me to charge their card for a delivery and it takes just a minute.

We find that customers that are on our website convert better than customers that come in from other inbound lead avenues. They are actively in the moment interested in the product / service.

Being a chat service, they also have amazing customer service available via chat that has been a life saver to answering some questions and keeping our service as attentive as we would like it.

The Chat window and proactive Chat look great on our site and allow us to engage with customers without appearing too pushy.

Ease of use, ease of integration into our website.

SnapEngage is a fantastic software and the best of the chat platforms we have tried.

All analytics available when you log into the back end of the website, you can check the log of all conversations had. It is very user friendly so no need for intense training.

Admin site can be difficult to navigate​ and find the settings you are looking to change.

It was easy to set up on our website, and it is easy to use everyday. Our customers love to be able to text in their questions without having to call and speak to someone.

I liked that it was easy to deploy in our environment. Love the Slasforce integration.

I had a very good experience with it. The customer support was always helpful, and SnapEngage was constantly coming out with new awesome features.

By adding the SnapEngage widget on our website we were able to increase the number of enquiries and start better conversations with our clients.

Chating is good and having a view of what people is browsing ahead is useful.

Engaging tool that allows our team to engage with both customers and prospects alike. It's very easy for people on the site to engage with our sales and customer service team.

The integration with Zendesk has been a game changer for us. We've opened up new channels for reporting based off of our chat and our support team has become much more efficient.

Easy to use from as a customer and as a company.

I really like the layout and ease of use, Everything is easily accessible. When required I can quickly add or edit shortcuts which are immediately available for the rest of the team.

Overall, it has increased effectiveness of my team and made it easier on the customers, so I am very happy we engaged this software.

When something is paused by one of our sales people, if the website visitor is already on the site they can still message the sales person and they can miss that message.

It's been positive and live chat has had a great effect on the number of interactions we have with clients regularly.

My favorite component of the setup is the ability to tailor Chat windows and proactive messaging depending on the specific page the customer or website visitor is visiting.

The customer service is top notch and the accessibility of the chat features for our on the go team is a huge plus. Unlike automated services, I am able to put my team in front of potential clients.

We have been so pleased with how easy to use this chat feature is for both our staff and patients. I would highly recommend this to other practices.

No mobile interaction and no apk to integrate into other app.

The back end is a little clunky at  time. We often have problems with our staff knowing when a chat has come in, but that is probably a bit of our own issue.

I think they are a newer company, so I think they will keep improving. Their support is amazing, so that is awesome.

I don't have to use it often, so every time I return to it, I have some trouble. Unless you go in a bit of a roundabout way, it can be confusing to get in touch with a support agent.

Overall, SnapEngage is worth the cost and will more than meet most live chat needs.

Customizable, easy to get started, and able to handle most of our needs for the price.

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

TeamSupport's Messaging & Live Chat leverages the power of connection to unify your support, sales, and marketing teams in addition to your customer experience. 

With powerful auto-routing tools, AI-powered chatbots, omnichannel capabilities, and analytics; TeamSupport's platform provides you with the insights needed to engage in deep conversations that drive impact. 

By using the chat to meet customer needs when and where it is convenient for them, the chat platform allows you to build trusting customer relationships that are held to the highest security standards. Messaging & Live Chat is compliant with HIPAA, GDPR, and other privacy laws. 


Freshdesk vs TeamSupport Messaging & Live Chat

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