Freshdesk vs IFS Cloud Platform comparison

Freshworks and IFS are both solutions in the Customer Experience Management category. Freshworks is ranked #6 with an average rating of 8.4, while IFS is ranked #7 with an average rating of 7.6. Freshworks holds a 4.8% mindshare in CEM, compared to IFS’s 2.5% mindshare. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 84% of IFS users who would recommend it.

Freshdesk

Read 29 Freshdesk reviews

217 Views
152 Comparison Views

93% willing to recommend

IFS Cloud Platform

Read 31 IFS Cloud Platform reviews

92 Views
68 Comparison Views

84% willing to recommend

Freshdesk

IFS Cloud Platform

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Executive SummaryUpdated on Dec 1, 2024

IFS Cloud Platform and Freshdesk compete in the enterprise solutions category. IFS Cloud Platform takes the upper hand with its comprehensive ERP capabilities, while Freshdesk excels in ease of use and ticket automation, appealing to businesses seeking simplicity.

Features: IFS Cloud Platform features a Pricing Matrix for complex pricing models, robust Warehouse Functionality supporting multi-business operations, and offers customizable architecture for ERP integration. Freshdesk boasts ticket automation, an omnichannel presence, and a user-friendly customizable solutions center, providing email and social media ticketing services.

Room for Improvement: IFS Cloud Platform could enhance by addressing its complexity and lack of mobile compatibility, alongside improving workflow design, reporting, and flexibility. Freshdesk faces delays in technical support and complexities with features like ticket tagging and lacks strong language localization and asset management.

Ease of Deployment and Customer Service: IFS Cloud Platform provides options for Hybrid Cloud, Private Cloud, and On-premises deployment, although customization delays may occur due to overseas development. Freshdesk employs Public Cloud deployment for quicker setup, yet may require customization. Both have fair customer service, with IFS needing better responsiveness and Freshdesk requiring enhanced integration support.

Pricing and ROI: IFS Cloud Platform uses user-based licensing with upfront negotiation, leading to significant investment but delivering substantial long-term ROI. Freshdesk offers a simpler subscription model per agent, making it more affordable, although additional features may increase costs. It's cost-effective for smaller setups, while IFS suits larger enterprises requiring extensive ERP capabilities.

To learn more, read our detailed Freshdesk vs. IFS Cloud Platform Report (Updated: March 2025).

Buyer's Guide

Freshdesk vs. IFS Cloud Platform

March 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Freshdesk

Ranking in Customer Experience Management

6th

Ranking in Field Service Management

3rd

Ranking in Help Desk Software

8th

Average Rating

8.2

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

Knowledge Management Software (5th)

IFS Cloud Platform

Ranking in Customer Experience Management

7th

Ranking in Field Service Management

2nd

Ranking in Help Desk Software

12th

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM (22nd), ERP (14th), Activity Based Costing Software (7th), Enterprise Asset Management (EAM) (3rd), Local Government CRM (6th), IT Asset Management (10th), IT Service Management (ITSM) (11th), License Management (3rd)

Mindshare comparison

As of March 2025, in the Customer Experience Management category, the mindshare of Freshdesk is 4.8%, down from 5.1% compared to the previous year. The mindshare of IFS Cloud Platform is 2.5%, up from 1.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management

Featured Reviews

Alexey Timchenko

Senior Vice President Information Technology at TASC Towers

Incredibly user-friendly, flexible, and affordable

Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.

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Brendan Fisher

IFS Applications Consultant at Zest Business Process Management Ltd

Robust, customizable, and modern

IFS is a very large and complex software, and implementation of IFS can be challenging and may lead to a difficult lengthy project. It can take between 12 and 24 months in some cases to deploy. I have found that not all clients are fully aware of how big the task is that they're undertaking when they make a decision to move to software like this. Companies need to be more aware of the complexity of an ERP implementation project and while I fully recommend moving to IFS, it is not easy and does require business change when adopting an ERP solution. New features are a difficult ask - I work across multiple industries and everyone would probably choose a different feature. Maybe BIM in Construction or Customs link-ups for importers/exporters.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Technical support is outstanding."

"It is quite easy to program custom apps and integrate them."

"It generated reports for us, which helped us identify the status of requests and the aging of requests."

"It is very easy to make reports."

"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."

"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."

"The UI is easy to use."

"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."

More Freshdesk pros

"The product is quite flexible."

"There tends not to be a massive weakness in the product itself, as weaknesses can quickly be resolved in the next patch or the next release."

"IFS Applications is an all-in-one solution for finance, accounting, and production."

"There are fewer fields on the user screen compared to other products."

"The solution overall is very versatile and flexible, especially compared to other products."

"One of our favorite features is the "Info-Zone", which provides operational intelligence in flight and in context to guide both business users and support teams to productivity."

"The most valuable features of IFS Applications are their intuitiveness and ease of use. The navigations are also straightforward, which makes it easy to train users. The feedback I always receive is that it is very user-friendly."

"We could quickly understand what was going on and what the customer wanted to do."

More IFS Cloud Platform pros

Cons

"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."

"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."

"The solution's inbound calls could be improved."

"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."

"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."

"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."

"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."

"I would like on-the-go translation,"

More Freshdesk cons

"Ability to place approval check-points in the custom workflow, so clients can decide what they want it."

"The integration is a bit complex, and post-implementation support services need to be improved. They have a service center based out of Sri Lanka. The support aspect is good, but the response time is a little slower than we anticipated. In the next release, it would be better if Warehouse Management could be improvised. They have a product line that's a data warehouse management system, but it's still premature and requires a bit of enhancement."

"The solution's initial setup process was complex...The technical support my company receives from the implementation partners of the solution is not that great."

"The solution's reporting tools still require improvement."

"I'm a business analyst, so I do a lot of customer-facing work. I take calls from businesses I have to troubleshoot. One thing that bugs me is the error messages you get from IFS. If I get an error message, I have to dig to find the cause because, often, the error message doesn't precisely describe the problem. It'll hint about where the problem lies, but you have to work to find the root cause. It doesn't help in my situation. You expect an error message to point to the field or what is causing the issue."

"IFS Applications can improve the reporting capabilities and increase the speed of feedback time in the IFS Applications. This would help with the overall performance of the solution and provide better experiences for customers."

"Customization needs to be improved."

"Sometimes from the sales perspective, clients don't always fully understand how large a task or a project they're getting involved in when they decide, "We're going to switch across to IFS." They could probably do a little bit more, maybe around preparing people for these projects."

More IFS Cloud Platform cons

Pricing and Cost Advice

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

"The pricing is pretty manageable and acceptable."

"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

"It is costly."

More Freshdesk pricing and cost advice

"I consider it to be a well-priced solution compared to other mid-range or high-end ERP solutions."

"IFS Applications is expensive software, but it's on par with SAP and Oracle. It's for large enterprises and government entities and not for small and medium-sized enterprises. They have one licensing model, but if you want to have a module-specific license, they provide component-based licenses. Unlike SAP and Oracle, it doesn't have different levels of licensing. It's one level of licensing."

"The pricing is relatively high compared to competitors."

"Compared to SAP, the pricing for IFS Applications was very affordable. People using the solution would find that it's worth the money."

"There's an additional yearly cost for support."

"We pay for a license to use the solution, which is not very expensive."

"There are varying license levels that you can purchase."

"Ask for all-inclusive pricing, as they are pretty flexible if you ask for custom models."

More IFS Cloud Platform pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

24%

Financial Services Firm

Real Estate/Law Firm

Manufacturing Company

Computer Software Company

20%

Manufacturing Company

Construction Company

Energy/Utilities Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Freshdesk?

Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.

See all answers

What needs improvement with Freshdesk?

Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs. Despite having third-part...

See all answers

What is your primary use case for Freshdesk?

The customer's primary use case for Freshdesk is handling emails and social media queries. It is mostly used for managing transactional queries such as deposits and withdrawals. Our support team is...

See all answers

What do you like most about IFS Applications?

Scalability-wise, I rate the solution a nine or ten out of ten since it is an extremely scalable solution that can be used for various use cases with thousands of users.

See all answers

What is your experience regarding pricing and costs for IFS Applications?

The product is reasonably priced. The costs are justified by the value provided, considering the comprehensive features and minimal need for customization. I rate the pricing a seven out of ten.

See all answers

What needs improvement with IFS Applications?

I am not able to recall much about batch. Documentation-wise, they need more. There is not much available online, and the documentation availability is on the lower side compared to other products,...

See all answers

Comparisons

ServiceNow vs Freshdesk

Compared 23% of the time

JIRA Service Management vs Freshdesk

Compared 20% of the time

Maven AGI vs Freshdesk

Compared 8% of the time

Spiceworks vs Freshdesk

Compared 8% of the time

Microsoft Dynamics CRM vs Freshdesk

Compared 8% of the time

More Freshdesk Competitors

SAP ERP vs IFS Cloud Platform

Compared 21% of the time

Microsoft Dynamics 365 Business Central vs IFS Cloud Platform

Compared 12% of the time

IBM Maximo vs IFS Cloud Platform

Compared 12% of the time

SAP S/4HANA vs IFS Cloud Platform

Compared 11% of the time

ServiceNow vs IFS Cloud Platform

Compared 7% of the time

More IFS Cloud Platform Competitors

Product Reports

Buyer's Guide

Freshdesk

March 2025

Download Freshdesk product report

Buyer's Guide

IFS Cloud Platform

February 2025

Download IFS Cloud Platform product report

Also Known As

No data available

IFS Applications, Assyst, IFS Cloud

Overview

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.

Freshdesk Features and Benefits

Some of the solution's top features and benefits include:

Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.

Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.

Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.

Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.

Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.

Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
Integration: Freshdesk’s open API can be used to integrate the solution with multiple third-party systems.

Comprehensive security: Freshdesk’s security features allow you to:
- Set custom access permissions for agents.
- Perform comprehensive audits of networks and systems.
- Secure your own support domain or vanity URL with custom SSL certificates.
- Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
- Set up SSO scripts for credential authentication.

Reviews from Real Users

Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

Freshworks

IFS is the world’s leading provider of Industrial AI and enterprise software for hardcore businesses that make, service, and power our planet. Our technology enables businesses which manufacture goods, maintain complex assets, and manage service-focused operations to unlock the transformative power of Industrial AI™ to enhance productivity, efficiency, and sustainability. Industrial AI is IFS.ai.

IFS Cloud is a fully composable AI-powered platform, designed for ultimate flexibility and adaptability to our customers’ specific requirements and business evolution. It spans the needs of Enterprise Resource Planning (ERP), Enterprise Asset Management (EAM), Supply Chain Management (SCM), Information Technology Service Management (ITSM), and Field Service Management (FSM). IFS technology leverages AI, machine learning, real-time data and analytics to empower our customers to make informed strategic decisions and excel at their Moment of Service™.

IFS

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

China Airlines, Electrolux Group, Babcock, Cimcorp, Sky, Multiplex, Veolia.

Buyer's Guide

Freshdesk vs. IFS Cloud Platform

March 2025

Free Report: Freshdesk vs. IFS Cloud Platform

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