Freshdesk vs IFS Cloud Platform comparison

Freshworks and IFS are both solutions in the Customer Experience Management category. Freshworks is ranked #5 with an average rating of 8.4, while IFS is ranked #7 with an average rating of 8.0. Freshworks holds a 6.1% mindshare in CEM, compared to IFS’s 5.0% mindshare. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 87% of IFS users who would recommend it.

Freshdesk

Read 29 Freshdesk reviews

217 Views
147 Comparison Views

93% willing to recommend

IFS Cloud Platform

Read 30 IFS Cloud Platform reviews

97 Views
64 Comparison Views

87% 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: December 2024).

Buyer's Guide

Freshdesk vs. IFS Cloud Platform

December 2024

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Categories and Ranking

Freshdesk

Ranking in Customer Experience Management

5th

Ranking in Field Service Management

3rd

Ranking in Help Desk Software

9th

Average Rating

8.2

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

Knowledge Management Software (4th)

IFS Cloud Platform

Ranking in Customer Experience Management

7th

Ranking in Field Service Management

1st

Ranking in Help Desk Software

8th

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM (11th), ERP (9th), Activity Based Costing Software (7th), Enterprise Asset Management (EAM) (2nd), Local Government CRM (4th), IT Asset Management (7th), IT Service Management (ITSM) (6th), License Management (2nd)

Mindshare comparison

As of January 2025, in the Customer Experience Management category, the mindshare of Freshdesk is 6.1%, down from 8.0% compared to the previous year. The mindshare of IFS Cloud Platform is 5.0%, up from 2.7% 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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Patrick Abi Habib

IFS Applications & Data Migration consultant at a tech services company with 10,001+ employees

I like the connectivity and interfaces, but the reporting could be more user-friendly

IFS uses Crystal Report mostly, which isn't too user-friendly. Developing reports isn't easy and requires a lot of dev time. Since SAP bought it, Crystal Report has become more complicated to use on IFS. You have a dashboard for reporting that is good, but it's incomplete. Most of our clients use Power BI or some additional tooling for BI. I worked on a third-party system called Harmony Solution. This French company produces a reporting tool that I feel is better than Crystal Report for IFS. They could also improve the plugin for Excel data migration to clarify its use. Many clients use it for massive amounts of data, which affects their systems. There is no communication about that. Clients use the Excel plugin because they know it works, but it does not always work the way it should. They need to improve the plugin's performance or inform customers to limit their use. Migration jobs are often based on Excel inputs, particularly CSV files. That can cause issues when operating across several countries. For example, say I'm working on a French PC collaborating with someone in India who uses an Indian PC. Excel will transform the file based on the country's language, and the input data will be wrong. I believe they are trying to fix this with the smart data tool in the cloud.

Read full review

Quotes from Members

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

Pros

"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."

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

"Omnichannel is one of the most valuable features of the solution."

"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."

"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."

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

"Technical support is outstanding."

"The UI is easy to use."

More Freshdesk pros

"I like the connectivity and interfaces. In V10, it's easy to modify the interfaces and layouts, but it's becoming more complicated in the cloud. IFS is excellent at asset maintenance and incident management. They have specialized modules for IFS that cover incident and asset management and everything else connected to finance. The reporting in IFS is also easy to use."

"Some of the strengths are Enterprise Management Solutions and the series of Management solutions which is number one in Gartner's report and has been for the last five years."

"The platform is reliable and stable."

"Having a young talented programmer, during the six years of use, we were able to save around 75 000 EUR preparing simple modifications using customization rather than ordering them in IFS / Partner."

"When it comes to financing, the solution has helped us to concentrate finance functions like accounting processes in one system. This includes about 70 internal entities around the world."

"IFS Applications' best feature is the user-friendly interface that has a .NET Framework application in the front end and an Oracle database and WebLogic middleware."

"The most valuable features of IFS Applications in the latest version are the new user Arena interface. It's from Apps 9, but it brings more flexibility in usage, especially around different devices, such as mobile usage, which doesn't restrict you from using a computer. We are it for the HR side, and it's proving quite good. It has a new modern feel to it similar to a standard cloud application which enhances the user experience."

"IFS has been completely rebuilt, modernized, and cloud-based so we don't need bulky software installations."

More IFS Cloud Platform pros

Cons

"The reporting, analysis modules and insights capabilities for this solution could be improved."

"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."

"Technical support is not the best. It could be much, much better and offer better support to users."

"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."

"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."

"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."

"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."

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

More Freshdesk cons

"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."

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

"IFS Applications is not robust enough to handle high-volume transactions, so it's not suitable for larger enterprises."

"There were initial difficulties when I started using the application."

"Aspects of HR and payroll could be better."

"The solution needs to improve its documentation and user-friendliness."

"There are certain digital features that need to be incorporated, such as IOP."

"Customization needs to be improved."

More IFS Cloud Platform cons

Pricing and Cost Advice

"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."

"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."

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

"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."

"It is costly."

"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."

"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

More Freshdesk pricing and cost advice

"The pricing of the solution may appear to be expensive for smaller companies with only tens of users; however, for larger and mid-size industrial companies, IFS is able to win deals and the pricing is competitive in the market."

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

"Pricing is an area that could be improved. They could be more competitive."

"The product is reasonably priced."

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

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

"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 additional cost that comes with the solution includes the overhead of the people who are trying to fix the tool issues. These people are trying to reproduce the issue and report it to the technical support and testing with them which is huge. It is the cost of quality in the end."

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

Retailer

Real Estate/Law Firm

Computer Software Company

19%

Manufacturing Company

11%

Government

Construction 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?

The solution's reporting tools still require improvement. The current functionality could be more user-friendly and flexible, which can lead to increased reliance on service partners for custom cha...

See all answers

Comparisons

ServiceNow vs Freshdesk

Compared 25% of the time

JIRA Service Management vs Freshdesk

Compared 24% of the time

Microsoft Dynamics CRM vs Freshdesk

Compared 9% of the time

Spiceworks vs Freshdesk

Compared 7% of the time

Maven AGI vs Freshdesk

Compared 5% of the time

More Freshdesk Competitors

SAP ERP vs IFS Cloud Platform

Compared 23% of the time

SAP S/4HANA vs IFS Cloud Platform

Compared 14% of the time

Microsoft Dynamics 365 Business Central vs IFS Cloud Platform

Compared 10% of the time

IBM Maximo vs IFS Cloud Platform

Compared 10% of the time

ServiceNow vs IFS Cloud Platform

Compared 7% of the time

More IFS Cloud Platform Competitors

Product Reports

Buyer's Guide

Freshdesk

December 2024

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Buyer's Guide

IFS Cloud Platform

December 2024

Download IFS Cloud Platform product report

Also Known As

No data available

IFS Applications, Assyst, IFS Cloud

Learn More

Freshworks

IFS

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.”

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™.

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

December 2024

Free Report: Freshdesk vs. IFS Cloud Platform

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