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Freshdesk vs IFS Cloud Platform comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

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

ROI

Sentiment score
8.2
Freshdesk offers efficient customer service and time management, providing significant financial benefits and excellent return on investment.
Sentiment score
5.6
Users reported improved operations and financial reporting with IFS Cloud, seeing up to 4.5x ROI over 18 months.
 

Customer Service

Sentiment score
7.2
Freshdesk's efficient support resolves issues quickly, though setup challenges and process delays occasionally occur; technical capabilities are highly rated.
Sentiment score
6.0
Australian support is strong with expert consultants, but timeliness and service consistency vary, impacting resolution times and communication.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
 

Scalability Issues

Sentiment score
7.8
Freshdesk is highly scalable, handling increased users and ticket volumes efficiently while facilitating easy growth for organizations.
Sentiment score
7.7
IFS Cloud Platform is scalable for businesses of all sizes, though some face complexity in updates and dependency management.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
In our environment, which is a fairly small company in one country, Freshdesk is easy to scale.
 

Stability Issues

Sentiment score
8.2
Freshdesk is praised for its reliability with minimal downtime, efficient service recovery, despite occasional support concerns and related service issues.
Sentiment score
8.0
IFS Cloud Platform is praised for stability and reliability, with rare downtime, and depends on client maintenance and setup.
 

Room For Improvement

Freshdesk requires enhancements in interface, customization, support, integration, and pricing, with opportunities in translation and asset management.
IFS Cloud Platform requires usability, integration, and support improvements, along with enhanced customization, AI, and simplified user experience.
The current integration is more complicated and doesn’t work as well.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
There is not much available online, and the documentation availability is on the lower side compared to other products, especially Maximo.
 

Setup Cost

Freshdesk's pricing is flexible and affordable compared to Zendesk, with customization options and potential additional costs.
IFS Cloud Platform offers competitive pricing, best for large enterprises, with scalable value similar to SAP and Oracle.
Our organization pays about 200,000 Indian rupees per year for the license.
 

Valuable Features

Freshdesk enhances customer service efficiency with features like automation, scalable APIs, and seamless integration, supporting team collaboration and performance tracking.
IFS Cloud Platform offers customizable pricing, robust integration, intuitive interface, and excels in enterprise management with adaptable features.
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them.
There are fewer fields on the user screen compared to other products.
 

Categories and Ranking

Freshdesk
Ranking in Customer Experience Management
4th
Ranking in Field Service Management
3rd
Ranking in Help Desk Software
6th
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
31
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
11th
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
30
Ranking in other categories
CRM (21st), ERP (13th), Activity Based Costing Software (7th), Enterprise Asset Management (EAM) (3rd), Local Government CRM (6th), IT Asset Management (10th), IT Service Management (ITSM) (10th), License Management (3rd)
 

Mindshare comparison

As of April 2025, in the Customer Experience Management category, the mindshare of Freshdesk is 5.0%, up from 5.0% compared to the previous year. The mindshare of IFS Cloud Platform is 2.4%, 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 - PeerSpot reviewer
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.
Brendan Fisher - PeerSpot reviewer
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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Top Industries

By visitors reading reviews
Computer Software Company
25%
Financial Services Firm
7%
Real Estate/Law Firm
7%
Manufacturing Company
7%
Computer Software Company
20%
Manufacturing Company
10%
Energy/Utilities Company
7%
Financial Services Firm
7%
 

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.
What needs improvement with Freshdesk?
I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well. There's not a really good one for Jira, which we are also using.
What is your primary use case for Freshdesk?
I mainly use Freshdesk as a support system for our customers.
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.
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.
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,...
 

Also Known As

No data available
IFS Applications, Assyst, IFS Cloud
 

Overview

 

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. 
Find out what your peers are saying about Freshdesk vs. IFS Cloud Platform and other solutions. Updated: April 2025.
849,190 professionals have used our research since 2012.