Desk.com vs Freshdesk
Last updated: July 22, 2017
Connect to your customers on Facebook and Twitter as easily as on traditional support channels like email, phone and web. Desk.com organizes all of your support in one place so you can respond efficiently wherever your customers reach out.
Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one. Freshdesk free open-source alternatives are osTicket, OTRS, Mantis.
Face to face in the news:
2014 - Desk.com adds mobile app, intelligent agent console to win over Freshdesk
Salesforce has updated its customer service app Desk.com with a new intelligent agent console and a mobile app and reporting engine among other enhancements for all-in-one automated customer service. The console can be personalized per agent to optimize productivity while rules, workflows and templates maintain the company’s brand integrity. The new reporting engine includes metrics and insights that allows managers to view comprehensive, real-time reports. Mobile app allows to add notes, update statuses and assign cases. In addition, Desk.com now includes 10 times more APIs to quickly connect data from other apps for a holistic view of the customer and an integration with Salesforce. The next generation Desk.com is generally available today with pricing starting at $30 per month, per agent.
2012 - Freshdesk gamifies Customer Service to keep up competition with Desk.com
Gamification has finally reached customer support space. And this is good, because tech support agents often ask themselves "Why am I doing this job?" after talking with some tough customers, and an the extra motivation (via game mechanics) can help them in such moments. One of the pioneers in helpdesk gamification is Freshdesk. They have inbuilt the classical game mechanics into their solution: it awards points based on several factors, including the amount of time it takes to close a ticket, whether an issue is resolved in one call, and customer satisfaction. Points can be tracked through internal leaderboards, and agents will be able to rise through several levels, starting with “Support Newbie” and rising to “Support Guru”. It's interesting that (already super-popular) Freshdesk was founded last year by former Zoho top manager Girish Mathrubootham (who led the development of ManageEngine). He decided to leave his comfortable place at Zoho and create the own startup after reading one brief comment under the news that Zendesk raises prices for its helpdesk-service. Here is this story.