We performed a comparison between Freshdesk and IFS Cloud Platform based on real PeerSpot user reviews.
Find out in this report how the two Customer Experience Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It generated reports for us, which helped us identify the status of requests and the aging of requests."
"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 organization that is possible with other departments is the solution's most valuable aspect."
"Omnichannel is one of the most valuable features of the solution."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"All the modules are valuable in their own right, but everything has to go through the ERP. IFS has done an excellent job integrating the various modules to complete these processes. My expertise is in the finance module, but I have used the other verticals. It's an all-around good product."
"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."
"Feature-wise, I like the way it provides inventory details...It is a stable solution."
"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."
"The workflow of the solution is very good."
"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."
"What I like about IFS Applications is that it's easier to use and implement than SAP. I also like that the IFS Applications team is more flexible than the SAP team."
"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."
"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."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"I would like on-the-go translation,"
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"Asset management and branding are two areas in the solution that have scope for improvement."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"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."
"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."
"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."
"Technical support could be improved."
"Ability to place approval check-points in the custom workflow, so clients can decide what they want it."
"We would like to see AI-driven CSI functions built into the tool that would allow us to quickly tie our improvement goals to metrics and activities, so Assyst will suggest the next steps to help us get closer to our goals."
"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."
"We have upgraded to the latest version right now. We have issues with the quality. We tried to enroll in their Evergreen program which was meant to help us adopt any service update or anything that the tool’s providers come up with."
"There were initial difficulties when I started using the application."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while IFS Cloud Platform is ranked 6th in Customer Experience Management with 29 reviews. Freshdesk is rated 8.4, while IFS Cloud Platform is rated 7.8. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of IFS Cloud Platform writes "Robust, customizable, and modern". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas IFS Cloud Platform is most compared with SAP ERP, SAP S/4HANA, Oracle E-Business Suite, Microsoft Dynamics 365 Business Central and IBM Maximo. See our Freshdesk vs. IFS Cloud Platform report.
See our list of best Customer Experience Management vendors, best Field Service Management vendors, and best Help Desk Software vendors.
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