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Freshdesk vs BOSSDesk Comparison
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Good recommendations?
Overview
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase...
BOSSDesk is an integrated ITIL Service Desk/Help Desk and IT Asset Management solution available for both Cloud and On-Premise....
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
Starting from
15
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
19
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.
It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.
Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.
Pros
The portability and mobility of the platform are outstanding. The tools are integrated seamlessly.
BOSS is a fantastic company that cares about their customers. The are fast to respond and supportive of our requests.
BOSS Solutions has proven an extremely stable and feature rich product. Having used both Kaseya and Labtech as comparisons I have been quite pleased with BOSS.
Cons
We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.
Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.
Cons
The support engineer had no way to recover this either. Also there is no documentation on the 2.0 agent in their own knowledgebase.
Some functions are a bit complicated when it comes to defining approvals or routing rules and limited in what you can route on such as limited routing on extended statuses.
After a couple of upgrades, I am no longer able to assign "Primary User" to a computer.
Key features
- Total features112
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Approval Process Control
- Approval Workflow
- Archiving & Retention
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Routing
- Automatic Call Distribution
- Availability Management
- Barcode/Ticket Scanning
- CMDB
- CRM
- Calendar Management
- Call Center Management
- Call Monitoring
- Call Recording
- Call Routing
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Compliance Management
- Computer Telephony Integration
- Conferencing
- Configurable Workflow
- Configuration Management
- Contact Management
- Content Creation
- Content Management
- Contract/License Management
- Cost Tracking
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Segmentation
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Visualization
- Decision Support
- Device Auto Discovery
- Discussions/Forums
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- Forms Management
- Full Text Search
- Gamification
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IVR
- Inbox Management
- Incident Management
- Interaction Tracking
- Inventory Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- License Management
- Live Chat
- Macros/Templated Responses
- Maintenance Management
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple User Accounts
- Negative Feedback Management
- On-Demand Recording
- Online Forums
- Performance Metrics
- Predictive Analytics
- Prioritization
- Problem Management
- Procurement Management
- Project Management
- Queue Management
- Real-Time Chat
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recurring Issues
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requisition Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Scheduled/Automated Reports
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Catalog
- Service Level Agreement (SLA) Management
- Session Recording
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Text Editing
- Third-Party Integrations
- User Management
- Virtual Assistant
- Widgets
- Workflow Configuration
- Workflow Management
- Total features103
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Approval Process Control
- Approval Workflow
- Archiving & Retention
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Routing
- Automatic Call Distribution
- Availability Management
- Barcode/Ticket Scanning
- CMDB
- CRM
- Calendar Management
- Call Center Management
- Call Monitoring
- Call Recording
- Call Routing
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Compliance Management
- Computer Telephony Integration
- Conferencing
- Configurable Workflow
- Configuration Management
- Contact Management
- Content Creation
- Content Management
- Contract/License Management
- Cost Tracking
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Segmentation
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Visualization
- Decision Support
- Device Auto Discovery
- Discussions/Forums
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- Forms Management
- Full Text Search
- Gamification
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IVR
- Inbox Management
- Incident Management
- Interaction Tracking
- Inventory Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- License Management
- Live Chat
- Macros/Templated Responses
- Maintenance Management
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple User Accounts
- Negative Feedback Management
- On-Demand Recording
- Online Forums
- Performance Metrics
- Predictive Analytics
- Prioritization
- Problem Management
- Procurement Management
- Project Management
- Queue Management
- Real-Time Chat
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recurring Issues
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requisition Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Scheduled/Automated Reports
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Catalog
- Service Level Agreement (SLA) Management
- Session Recording
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Text Editing
- Third-Party Integrations
- User Management
- Virtual Assistant
- Widgets
- Workflow Configuration
- Workflow Management
Integrations
- Total integrations497
- Constant Contact
- Gmail
- Google Analytics 360
- Google Calendar
- HubSpot CRM
- Mailchimp
- Meta for Business
- Microsoft Outlook
- PayPal
- Salesforce Sales Cloud
- Shopify
- Slack
- Stripe
- Twilio
- Twitter/X
- WooCommerce
- WordPress
- Xero
- Zapier
- Zendesk Suite
- Total integrations1
- Constant Contact
- Gmail
- Google Analytics 360
- Google Calendar
- HubSpot CRM
- Mailchimp
- Meta for Business
- Microsoft Outlook
- PayPal
- Salesforce Sales Cloud
- Shopify
- Slack
- Stripe
- Twilio
- Twitter/X
- WooCommerce
- WordPress
- Xero
- Zapier
- Zendesk Suite
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