Freshdesk and Freshsales are two different but linked services that Freshworks offers to make customer relationship management easier and better. Freshdesk is software for customer service that helps businesses give great customer service. It has features like ticketing, email management, and self-service choices that help companies handle customer questions and requests for help in an effective way. Freshdesk is important because it can improve customer satisfaction, shorten response times, and centralize customer contacts, all of which make sure users have a good time.
Freshsales, on the other hand, is a CRM (customer relationship management) system for sales and marketing teams. It helps with managing leads, keeping track of emails, and organizing the sales process. Freshsales is a must-have for businesses that want to improve their sales processes, convert more leads, and keep a well-organized sales pipeline.
Freshdesk vs Freshsales Comparison Table
This table shows the most important differences between Freshdesk and Freshsales. Freshdesk is a ticketing system for customer service, while Freshsales is a customer relationship management system (CRM) that is great for sales management and tracking leads. Which one you choose depends on what your business wants.
| Feature | Freshdesk | Freshsales |
|---|---|---|
| Customer Support | Robust helpdesk ticketing system | Sales-focused CRM |
| Contact Management | Limited contact management capabilities | Comprehensive contact management |
| Sales Automation | Basic sales automation | Advanced sales automation |
| Lead Management | Limited lead management features | Full-fledged lead management |
| Email Integration | Email ticketing and basic email integration | Email tracking and integration |
| Telephony | Integrated phone support | No built-in telephony |
| Analytics and Reporting | Extensive customer support analytics | In-depth sales analytics |
| Customization | Customizable for support needs | Highly customizable for sales processes |
| Pricing | Offers multiple pricing plans for support | Offers various pricing plans for sales |
| Ease of Use | User-friendly interface for support tasks | Designed for sales teams, easy to use |
| Integration Options | Integrates with various third-party apps | Integrates with sales and marketing tools |
| Customer Service Features | Knowledge base, chat, and multichannel support | Focused on sales and lead generation |
| Mobile Accessibility | Mobile app for support agents | Mobile app for sales representatives |
| Scalability | Suitable for customer service scalability | Scalable for growing sales operations |
| Visit Website | Visit Website |
User Interface and Ease of Use
Freshdesk has an easy-to-use interface that makes it easier to provide customer help. It has a well-organized dashboard that makes it easy for agents to handle tickets, look at customer information, and work together. Workflows and automations that can be changed to fit your needs increase efficiency.
On the other hand, Freshsales has a sales process management system that is easy to use and looks good. The style is made for sales teams, with an emphasis on managing leads and deals. Pipeline management is made easier with drag-and-drop tools and easy access to leads, contacts, and deals. Both Freshsales and Freshdesk focus on the user experience, but Freshdesk does a better job of easing customer support tasks while Freshsales does a better job of streamlining sales-focused tasks.
Freshdesk vs Freshsales: Integration Capabilities
Freshdesk does a great job in this area because it has a lot of different integrations that make it useful for businesses of all kinds. It works well with famous tools like Slack, Trello, and Google Workspace, making it easier for teams to work together and get more done. Freshdesk also has a marketplace with more than 500 apps that lets users modify their support system in a lot of ways.
On the other hand, Freshsales doesn’t have as many integrations as Freshdesk, but it puts quality over number. It integrates well with important business apps like Mailchimp, Google Calendar, and Zapier, making the sales and marketing processes easier to manage. Freshsales also has a strong API that lets businesses make their own connections as needed. Freshdesk is best if you want to connect everything, while Freshsales focuses on the most important sales and marketing links. So, you should choose between Freshdesk and Freshsales based on how you want to connect them.
Freshdesk vs Freshsales: Customization and Scalability
Freshdesk gives users a lot of control over how their help ticketing system works, so they can make it fit their own workflows and branding. Its marketplace has a lot of connections and add-ons that make it more useful. But it’s mostly made for customer support, which could make it hard to expand for businesses that want more CRM features.
On the other hand, Freshsales was made from the start to be a CRM. It makes sales and marketing efforts very easy to scale up. Users can make changes to lead scoring, routines, and reports so that they fit with how they do sales. Because the system’s API is open, it can be easily integrated with other tools, which makes it easier to scale. But because it focuses on CRM, it may not be as customizable as Freshdesk when it comes to customer service.
Freshdesk: Pros and Cons
Pros
- Robust customer support features.
- Suitable for managing tickets efficiently.
- Offers multichannel support options.
- User-friendly interface.
Cons
- Not designed for sales automation.
- Less comprehensive analytics for sales.
Freshsales: Pros and Cons
Pros
- Advanced sales automation features.
- In-depth sales analytics.
- Scalable for growing sales operations.
- Integrates seamlessly with marketing tools.
Cons
- Not designed for customer support.
- Lacks built-in telephony.
Freshdesk vs Freshsales: Which one should you consider?
Which one you choose between Freshdesk and Freshsales depends on what your business does best. Freshdesk shines as a customer support and helpdesk solution because it has a lot of features, a great ticketing system, and choices to make it your own. Freshsales, on the other hand, is a CRM that is made for sales and marketing. It is great at managing leads, automating tasks, and doing sales data.
Consider Freshdesk if you want to provide great customer service and keep track of tickets. Choose Freshsales if you want to make your sales and marketing efforts bigger. Both are good options, but your choice should be based on your business’s main goals, like giving top-notch support or making your sales processes more efficient.
FAQs
Freshsales and Freshdesk are both business apps made by the company Freshworks.
Freshdesk’s knowledge base has an easy-to-use interface that makes it simple to build and organize knowledge articles. It can also be changed to fit your needs, has rich text layout, and more. Users can make articles and put them in files, categories, and “solution articles.”
