Home/Help Desk Software/Freshdesk vs ReplyManagerUpdated on: February 23, 2024

Compare Freshdesk vs ReplyManager

98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Freshdesk
Freshdesk Help Desk Software (2921 Ratings)
74% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
93% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Salesforce Service Cloud
Salesforce Service Cloud Help Desk Software (1545 Ratings)
98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Zoho Desk
Zoho Desk Help Desk Software (3417 Ratings)
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98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Freshdesk

Freshdesk

Help Desk Software (2921 Ratings)
74% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
93% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Salesforce Service Cloud

Salesforce Service Cloud

Help Desk Software (1545 Ratings)
98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Zoho Desk

Zoho Desk

Help Desk Software (3417 Ratings)
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Overview

Summary

A cloud-based customer support software that offers all in one solution for business needs to deliver exceptional support. Freshdesk is suitable for service providers such as Insurance, Healthcare, Real Estate etc. It offers a host of features and customization functionalities like multi-channel help-desks, ticketing, SLA management, Self Service Portals, SEO ready FAQ section, smart automations, complete customization capabilities that boost productivity. It is priced affordably and is life-time free for the first three agents. ..show more

ReplyManager is a web-based email management tool that helps eBay, Amazon and other online sellers manage high volumes of incoming email. Process eBay refunds, manage returns, cancellations and Resolution Center in one place. Sync orders from Linnworks, Brightpearl, and ChannelAdvisor to pull in order details in each customer message. Know which language your international messages are in, so you always send the right templates or translations. Leave internal notes and send emails to vendors or shipping carriers within the customer’s email thread. ..show more

Salesforce Service Cloud is help desk software that allows customers to obtain answers quickly by connecting them to knowledge articles, account information, and community members. It's an all-in-one platform that allows you to link everything from your client data to your service specialists. You may use Salesforce Service Cloud to include AI-powered chatbots to quickly answer client issues. With Slack and Service Cloud, you can provide a personalized, all-digital experience for your consumers. It allows for cross-company case swarming, which speeds up the resolution of issues. You can bring together teams to respond quickly to issues involving several customers. By intelligently exposing relevant messages, files, channels, and people, you can turn every agent into an expert. You can support customer interactions across all channels using Salesforce. It helps you because you may use intelligent workflows to automate company activities and use smart productivity tools to improve call center administration. Furthermore, every client engagement generates shared, actionable insights. You can easily increase revenue and upsell by utilizing the power of AI. ..show more

It is a context aware health desk software which will help you to provide efficient customer support. It offers fully functional ticketing system and call center solution to address the issues of the customers. It has social support integration that allows you to answer your customer queries in their favourite social media channels like Twitter and Facebook. In addition, it has a separate knowledge base which contain answers for frequently asked questions. Along with this, it has reporting tool and analytics feature using which your managers can identify the issues related to your agent’s performance. ..show more

Features

Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Automated Routing Helps automatically routing queries and data to the right agent

Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement

Customizable Branding Facilitates brand marketing as per the brand-owner's requirement and preference

Document Storage Helps in storing the documents electronically and in a systematic way

Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Known Issue Management Helps to tackle and to manage familiar issues or routine challenges

Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online

Macros (Templated Responses) Helps in storing, creating and sending canned or pre-written responses to main the discussion flow

Multi-Channel Communication Helps in receiving queries and offering help through multiple channels

Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Social Media Integration Enables integrating the software with social media for better reach and coverage

Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

TECHNICAL DETAILS

Access Monitoring

24/7 (Live rep)

Business Hours

Online

Contact Number/Address

San Bruno, California / +1 (866) 832-3090

Hobe Sound, Florida / +1-917-688-2333

San Francisco, California / 1-800-667-6389

Pleasanton, California / +1 888-900-9646

API

Deployment

SaaS/Web/Cloud

Mobile - Android

Mobile - iOS

Mobile - Windows

Mobile - BlackBerry

Installed - Windows

Installed - Mac

Customers

Individuals

Freelancers

Large Enterprises

Medium Business

Small Business

Pricing

Pricing Model

Free Trial

Freemium

One-time license

Open-source

Subscription

Quotation Based

Plans

Free
Free

Get going for free

Features

  • Integrated ticketing across email and social
  • Ticket Dispatch
  • Knowledge Base
  • Ticket Trend Report
  • Out-of-the-box analytics and reporting
  • Choose your data center location
  • Team collaboration
  • 24x7 email support

Add-ons

1. Additional bot sessions : $75 for 1000 bot sessions per month

  • Email bot
  • Chatbots
  • Voicebot consume bot sessions
Growth
$18 /User/Month

Intuitive, industry-leading support for growing businesses

Features

  • Includes features of Free plan, plus
  • Automations
  • Collision Detection
  • 1000+ marketplace apps
  • In-depth helpdesk report
  • SLA management & business hours
  • Custom Email Server
  • Custom Ticket Views
  • Custom ticket fields & status
  • Custom SSL
  • Easily track time spent by agents on tickets
  • 24x5 phone support

Add-ons

1. Additional bot sessions : $75 for 1000 bot sessions per month

  • Email bot
  • Chatbots
  • Voicebot consume bot sessions

2. Field Service Management : $15 per Field Employee per Month

  • Scheduling Dashboard
  • Time Tracking
  • Map View
  • Offline Availability
  • iOS and Android Apps
  • Analytics
Pro
$59 /User/Month

Advanced automation for high performance

Features

  • Includes features of Growth plan, plus
  • Multiple products
  • Includes up to 5000 Collaborators
  • Round-robin routing
  • Custom Roles
  • Custom objects
  • Custom Reports and Dashboards
  • Segment customers for personalized support
  • Customer journey
  • Canned forms
  • Manage versions in knowledge base
  • Community forums
  • Extendable API Limits
  • CSAT surveys & reports
  • Multiple SLA policies & business hours
  • SLA reminder & escalation
  • Multilingual knowledge base
  • Custom apps
  • Average handling Time (AHT)
  • Custom Metrics
  • Report Sharing
  • Includes features of Add-ons
Enterprise
$95 /User/Month

Fully featured with bots for enterprise-level support

Features

  • Includes features of Pro plan, plus
  • Unlimited products
  • Sandbox
  • Easily manage agent shifts across time zones
  • Assist bot
  • Email bot
  • Audit log (Freddy)
  • Skill-based routing
  • Knowledge base approval workflow (Freddy)
  • Flexible knowledge base hierarchy (Freddy)
  • IP range restriction (Freddy)
  • Auto-triage (Freddy)
  • Article suggester
  • Canned response suggester
  • AI-powered social signals
  • Custom Metrics
  • Report Sharing
  • Includes features of Add-ons
View Price Page
ESSENTIAL
$49 /Month

Features

  • Unlimited tickets
  • Unlimited templates
  • Unlimited snippets
  • Unlimited tags
  • Email support

All plan includes these features

  • Email templates
  • Automated personalization tags
  • Internal notes
  • Auto-responses & reminders
  • Full Amazon & eBay integration
  • Customer & order details in each message
  • eBay returns & cases
  • Language auto-detection
  • SLA countdown
  • Performance & sales reports
  • Collision detection
  • Auto-assign tickets
TEAM
$75 /Month

Features

  • Includes features of Essential plan, plus
  • Auto-responder
  • Unlimited rules
  • Collision detection
  • @mentions
  • Custom fields
  • Custom SLAs
  • Merge tickets
  • Internal notes
  • Phone support
  • 7 x 5 support
  • Includes the features of all plan
PROFESSIONAL
$99 /Month

Features

  • Includes the features of Team plan, plus
  • AI-powered responses
  • Auto-translate
  • Full management reports
  • Pre-sales opportunities
  • Feedback included free
  • Custom roles/permissions
  • Assisted onboarding
  • Account manager
  • Chat support
  • 24 x 7 support
  • Includes the features of all plan
ENTERPRISE
$159 /Month

Features

  • Includes the features of Professional plan, plus
  • Chat included free
  • CSAT measurement
  • Enterprise reporting
  • API access
  • Service level guarantee
  • 10 day expert training
  • 99.9% uptime SLA
  • Includes the features of all plan
View Price Page
Essentials
$25 /User/Month

$25 per User per Month** billed Yearly

All-in-one sales and support app*

Features

  • Case Management
  • Service Console App(s)
  • Knowledge
  • Telephony Integration (CTI)

Note :

* Essentials edition good for up to 10 users.
** This edition requires an annual contract. Monthly pricing available on Essentials edition.

Professional
$75 /User/Month

$75 per User per Month** billed Yearly

Complete service CRM for teams of any size

Features

  • Case Management
  • Service Console App(s)
  • Knowledge
  • Service Contracts and Entitlements
  • Telephony Integration (CTI)
Enterprise
$150 /User/Month

$150 per User per Month** billed Yearly

Customizable CRM for comprehensive service

Features

  • Case Management
  • Service Console App(s)
  • Knowledge
  • Service Contracts and Entitlements
  • Telephony Integration (CTI)
  • Web Services API
Unlimited
$300 /User/Month

$300 per User per Month** billed Yearly

Unlimited CRM power

Features

  • Case Management
  • Service Console App(s)
  • Knowledge
  • Service Contracts and Entitlements
  • Telephony Integration (CTI)
  • Web Services API
  • Premier Success Plan

View Price Page
Free
Free

Features

  • 3 Free Agents
  • Email Ticketing
  • Comment in Ticket
  • Private Conversations in Ticket
  • Spam Tickets
  • Ticket History
  • Ticket Resolution Note
  • Ticket Tags: 10 Tags/Ticket
  • Quick Ticket View (Peek View)
  • Response Editor with Rich Text Support
  • Advanced Search
  • Response Draft
  • Email Channel: 1
  • Help Center
  • Feedback Widget: 1
  • Advanced Web Forms: 1
  • Notification Rules
  • Macros: 2
  • Number of SLAs: Default Priority based SLA
  • Stop the SLA Clock (On Hold State): Default for On Hold Status (Not customizable)
  • Custom Email Templates: Default Templates
  • Customize Tabs
  • Customize Form Fields
  • Helpdesk Appearance - Night Mode
  • Display Screen Settings
  • Display Font control
  • Reply Editor Font Controls
  • Reply Button Behaviour
  • Landing Page Settings
  • Reply - Article Auto Suggestion
  • Default Send Behaviour
  • Multi-language Support
  • Date & Time Format Control
  • Private Knowledge Base for Agents
  • Article Versioning
  • Contact & Account Information Management
  • Private Notes for Contacts & Accounts
  • Dedicated Owners for Contacts & Accounts
  • Agent Dashboard
  • Profiles: Default (Non-Editable)
  • Roles: Default (Non-Editable)
  • Add-Ons
    • G Suite
    • Zoho Assist: 1 Free User
  • Radar App for Zoho Desk
  • Zoho Desk App
  • IP Range restriction (active directory)
  • CSP policy header
  • Anonymization of agent and customer
  • Data Center Location
  • Highlight Critical Information
  • Underline Links
  • Emphasis Focus Area
  • Animation Controls
  • Reading Mask
  • Zoom Level Adjuster
  • Screen Reader
  • Keyboard Focus Navigation
  • API: 15,000 calls/day/org.
  • Export Data: 1000/batch
  • Import History: Past 60 days
  • Email Support
Standard
$20 /User/Month

All the essential support features to augment your customer service team.

Features

  • Unlimited Agents
  • Includes features of Free plan, plus
  • Ticket Tags: 20 Tags/Ticket
  • Followers
  • Time Entry
  • Search Facet
  • Snippets for Faster Response
  • Email Templates in Reply Editor
  • Work Modes
  • Real Time Updates in Ticket List & Detail View
  • Real Time Ticket Count in Starred Views
  • Team Feeds
  • Email Channel: 5
  • Advanced Web Forms: 5
  • Community Forums
  • WhatsApp: Yes (Usage-based charges applied by WhatsApp )
  • Telegram
  • Wechat
  • Line
  • Dashboard
  • WhatsApp Sandbox
  • Canned Messages
  • Auto-Responses
  • WhatsApp Template Messages
  • Ticket Conversion
  • Embeddable options
  • Profanity Management
  • Chat transfer
  • Notifications
  • Macros: 5
  • Workflow Rules: 5/Module
  • Supervise - Time-based Rules: 5
  • Direct Assignment to Agents and Teams: 5
  • Agent Idle Timeout
  • Number of SLAs: 4
  • Stop the SLA Clock (On Hold State)
  • Multi-Level Escalations
  • Business Hours: 1
  • Holiday List: 1
  • Custom Email Templates
  • Custom Fields: 50 fields/Module
  • Field Dependencies
  • Public Knowledge Base
  • Knowledge Base Dashboards
  • Community
  • ASAP
  • Contact & Account Custom Fields: 50 Fields
  • Contact & Account Insights
  • Deduplicate Contacts & Accounts
  • Follow Contacts & Accounts
  • Contact to Product Association
  • Tasks
  • Manual Ticket Time Tracking
  • Product Based Ticket Tracking
  • Associate Products to Contacts
  • Associate Products to Accounts
  • Dedicated Owner for Products
  • Custom Fields for Products: 50 Fields
  • Custom Views for Products
  • Tickets Stages
  • Custom Reports: 50
  • Export Reports to CSV, XLS or PDF
  • Custom Dashboards: 10
  • Headquarters Dashboard
  • Response, Resolution & FCR Dashboards
  • Knowledge Base Dashboard
  • Community Dashboard
  • Profiles: 5
  • Roles: 5
  • Integrations
    • Zoho CRM
    • Bigin
    • Zoho Analytics
    • Zoho Projects
    • Zoho BugTracker
    • Zoho Lens Add-on
    • SMS Add-on
    • Zoho Cliq
    • Zoho SalesIQ
    • Atlassian Jira
    • Slack
    • Zoho Books/Invoice
    • Zoho Inventory
    • Zoho Subscription
    • Zoho Flow: Yes (Excludes flows that use features not supported in the standard plan.)
    • Zoho Campaigns
    • Salesforce
    • Zapier: Yes (Excludes zaps that use features not supported in the standard plan.)
    • Office 365
    • MS Teams
    • Zoho PageSense
  • Public Extensions: Yes (Excludes extensions that use features not supported in the standard plan.)
  • Single Sign-on using SAML in Helpcenter
  • User Authentication (JWT) in ASAP
  • API: 200,000 calls/day/org
  • Export Data
  • Data Backup (Beta): 1 backups/month
Professional
$35 /User/Month

Simplified collaboration and process automation functionalities for fast-growing teams.

Features

  • Includes features of Standard plan, plus
  • Ticket Tags: 30 Tags/Ticket
  • Approvals
  • Team Ownership
  • Ticket Sharing
  • Send as Email
  • Review Ticket Replies
  • Gamescope for Agents
  • Agent Collision Detection
  • Agent Collision Chat
  • Agent Collision Reply Avoidance
  • Email Channel: 10
  • Feedback Widget: 1/Department
  • Advanced Web Forms: 10/Department
  • Telephony
  • Custom Workflows
  • Macros: 15/Department
  • Workflow Rules: 15/Department/Module
  • Supervise - Time-based Rules: 15/Department
  • Custom Actions Gallery in Workflows
  • Direct Assignment to Agents and Teams: 15
  • Round-Robin Ticket Assignment by Load Balancing: 10/Department
  • Active Blueprints: 1/Department
  • Transitions per Blueprint: 20
  • Common Transitions per Blueprint: 1
  • Fields and Actions per Transition: 10
  • State Level SLAs & Escalations
  • Dynamic Transition Owner
  • Transitions Draft (Partial Transitions)
  • Number of SLAs: 10/Department
  • Customer Based SLA
  • Custom Fields: 150 fields/Module
  • Teams
  • Ticket Templates
  • Department Specific Layout
  • Multi Lingual (Beta)
  • Remote Authentication
  • Multiple Department Support Tracking: 10
  • All-department View of Tickets
  • Department Based Signatures
  • Department-Specific Product Handling
  • Multilingual Knowledge Base
  • Community Gamification
  • 301 Redirection
  • Google Analytics Integration
  • Themes Gallery
  • CSS Customization
  • Custom Widgets
  • Contact & Account Custom Fields: 150 Fields
  • Secondary Contact (Cc's)
  • Contacts to Multiple Accounts
  • Events
  • Calls
  • Auto Ticket Time Tracking
  • Activity Time Tracking
  • Billing Preferences
  • Custom Fields for Products: 150 Fields
  • Custom Reports
  • Custom Dashboards
  • Calls Reports and Dashboards
  • SLA Dashboards
  • Telephony Agent Availability
  • Telephony
    • In-Product Call Notifications
    • Call-to-Ticket Conversion
    • Answer Over-The-Web
    • Answer Over-The-Phone
    • Call Logging
    • Call Transfer
    • Call Recording
    • Call Hold
    • Call Mute
    • Business Hours Configuration
    • Non-Business Hour Management
    • Call Queue Handling
    • Outbound Calls
    • Missed Call Management
    • Custom Greeting Configuration
    • Call Routing (Sequential & Simultaneous)
    • Call Waiting Message
    • Caller History
    • Voice Mail
    • Real-time Agent Availability
    • Call Reports and Dashboards
    • Fallback Number
    • Spam Call Handling
    • Call Summary
    • Profiles: 25
    • Roles: 25
  • Add-ons
    • Zoho Flow
    • Zapier
    • Telephony and PBX
  • Public Extensions
  • Private Extensions
  • Custom Actions via Extensions
  • Read Recipients
  • API: 500,000 calls/day/org
  • Mobile SDK
  • Webhook: 5 Active
  • Import Data: 20000/batch
  • Chat Support
Enterprise
$50 /User/Month

Advanced AI and customization capabilities to enable enterprise-grade support.

Features

  • Includes features of Professional plan, plus
  • Ticket Tags: 50 Tags/Ticket
  • Email Channel: 100
  • Advanced Web Forms: 20/Department
  • Twitter: 2 Brands (add-on brand available on request)
  • Facebook: 2 Brands (add-on brand available on request)
  • Instagram: 2 Brands (add-on brand available on request)
  • Live Chat
  • Macros: 30/Department
  • Workflow Rules: 30/Department/Module
  • Supervise - Time-based Rules: 30/Department
  • Custom Functions in Workflows
  • Schedules: 10/Department
  • Field Watching - Trigger on Specific Field Updates
  • Direct Assignment to Agents and Teams: 30
  • Round-Robin Ticket Assignment by Load Balancing: 15/Department
  • Active Skills: 30/Department
  • Skill based Ticket Assignment
  • Active Blueprints: 20/Department
  • Transitions per Blueprint: 100
  • Common Transitions per Blueprint: 5
  • Fields and Actions per Transition: 30
  • Strict Mode Controls
  • Custom Functions in Blueprints
  • Number of SLAs: 20/Department
  • Contract Management in SLA
  • Business Hours: 100
  • Holiday List 100
  • Custom Fields: 230 fields/Module
  • Layout Rules
  • Validation Rules
  • Multi Layout: 20 Layouts / Department
  • Reply Assistant
  • Sentiment Predictions
  • Ticket Auto Tagging
  • Anomaly Notifications
  • Zia Answer Bot
  • Multiple Department Support Tracking: 50
  • Auto-translation of KB articles
  • Answer Bot in ASAP
  • Live Chat in ASAP
  • Multi-brand Help Center
  • HTML Customization
  • GC Flows
  • Global Variables
  • Session Variables
  • GC Widgets
  • Contact & Account Custom Fields: 230 Fields
  • Custom Fields for Products: 230 Fields
  • Schedule Reports: 100
  • Blueprint Dashboard
  • ZIA Dashboard
  • All Department Analytics (Global Reports and Dashboards)
  • Profiles: 50
  • Roles: 250
  • Data Sharing
  • DKIM/DMARC
  • Custom Field Encryption
  • ePHI Field Labeling
  • API: 1,000,000 calls/day/org
  • Webhook: 10 Active
  • Deluge (Custom Function)
  • Import Data: 30000/batch
View Price Page

SCREENSHOTS

Freshdesk Screenshots
View 5 screenshot(s)
ReplyManager Screenshots
Salesforce Service Cloud Screenshots
Zoho Desk Screenshots
View 3 screenshot(s)

INTEGRATIONS

  • Knowlarity
  • Olark
  • Freshchat
  • Userlike
  • Dropbox Business
  • Microsoft Teams
  • Slack
  • MailChimp
  • Nimble
  • HelpOnClick
  • Zoho CRM
  • Harvest
  • iContact
  • SnapEngage
  • Salesforce
  • Shopify
  • Capsule
    NA
  • Hubspot Marketing Hub
  • Sage CRM
  • Sage Intacct
  • BigCommerce
  • CustomerGauge
  • Volusion
  • Ecwid
  • Insightly
  • Tipalti
  • Kissmetrics
  • Base
  • Bullhorn ATS & CRM
  • Maximizer CRM
  • Weebly
  • Microsoft Dynamics GP
  • iContact
  • Wrike
  • Quickbooks
  • ConnectWise Sell
  • Allbound PRM
  • Freshbooks
  • Plaid
  • Act-On
  • Freshdesk
  • SugarCRM Survey Rocket
  • NetSuite
  • Campaign Monitor
  • Help Scout
  • MailChimp
  • Constant Contact
  • Freshservice
  • Close
  • Zoho CRM
  • HubSpot CRM
  • WooCommerce
  • Mailjet
  • Microsoft Dynamics 365 for Sales
  • Oracle Eloqua
  • Pipedrive CRM
  • Shopify
  • Sage 200cloud
  • Jira
  • Customer Thermometer
  • Zoho BugTracker
  • Zoho Cliq
  • RingCentral Office
  • Slack
  • Zoho PageSense
  • Twilio Flex
  • Zoho Invoice
  • Zoho Creator
  • Trello
  • Zoho CRM
  • Zoho SalesIQ
  • Zoho Analytics (Zoho Reports)
  • Google Analytics
  • Salesforce
  • Zapier
  • Zoho Projects
  • Jira
  • Zoho Social
  • Zoho Books

ALTERNATIVES

Top alternatives to Freshdesk

HubSpot CRM
HubSpot CRM
Salesforce
Salesforce
Jira
Jira
Freshservice
Freshservice
Zoho Desk
Zoho Desk

Top alternatives to ReplyManager

Freshdesk
Freshdesk
LiveAgent
LiveAgent
SysAid
SysAid
Zoho Desk
Zoho Desk
Help Scout
Help Scout