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."The organization that is possible with other departments is the solution's most valuable aspect."
"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."
"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."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"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."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It is quite easy to program custom apps and integrate them."
"IFS Applications is an all-in-one solution for finance, accounting, and production."
"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 financial posting controls are quite handy. The user interface is really friendly, highly flexible, and pretty intuitive for end users."
"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."
"Individual user profiles that can be configured as templates to minimize data entry."
"The main reason for the ERP project was to bring together our fourteen sites, which had until then worked in separate silos."
"The solution overall is very versatile and flexible, especially compared to other products."
"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."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"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."
"Technical support is not the best. It could be much, much better and offer better support to users."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"The next version has already been released, and some of the technical things are a little bit behind the curve in development. This is specifically security, maintenance, security role maintenance, and creation. This is in their new product, called IFS Cloud."
"It would be ideal if, in the future, the product could incorporate IoT and blockchain elements. We'd like to explore more of these types of features going forward."
"The CRM was shaky and although this improves in Apps 10, there is room for improvement."
"Ability to place approval check-points in the custom workflow, so clients can decide what they want it."
"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."
"Some kind of bot assistance, some kind of artificial intelligence to help people solve the problems, would be interesting."
"Customization needs to be improved."
"Technical support could be improved."
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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