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Freshdesk vs Cayzu Comparison

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Overview

Category Leaders

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase...

Cayzu helps users manage all support requests from a single cloud portal, whether they are coming in via phone, email, Facebook,...

  • 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

4

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

3.2K

5

4

3

2

1

1.9K

1.1K

156

29

16

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

5.0

31

5

4

3

2

1

30

1

0

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

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

I love the level of customization for each agents, and creating forms would better manage, and direct each issue to the appropriate department for great support.
Cayzu is the clear winner for us. Easy to use, flexible, great for agents and great for management.
The wealth of knowledge within the Cayzu Customer Service Knowledge base is very useful and frequently updated. This helps us and them reduce calls and increase customer satisfaction.

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

There are many layers to the features, but you get use to that. Anxious for the customizable end user portal to be released.
New kid on the block so won't have all the features that the bigger apps will have (but will soon).
We're still in the evaluation phase. There's so much capability in there it's difficult to know what we might run across.
  • Vendor responds to reviews
  • Last review10 days ago
  • Vendor responds to reviews
  • Last review6 years ago

Key features

  • Total features115
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IVR/Voice Recognition
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • 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
  • Project Management
  • Queue Management
  • Real Time Data
  • Real Time Reporting
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third-Party Integrations
  • Virtual Assistant
  • Visual Analytics
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features77
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IVR/Voice Recognition
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • 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
  • Project Management
  • Queue Management
  • Real Time Data
  • Real Time Reporting
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third-Party Integrations
  • Virtual Assistant
  • Visual Analytics
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations481
  • 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 integrations34
  • 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

User reviews that mention these apps

AvatarImg
AvatarImg

Sebastien M.

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Really good & well designed helpdesk software - I checked almost all of them and chose Freshdesk.

Reviewed 6 years ago

Much more speed and efficiency in our support work flow : Automation, assignements, grouping, tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, etc. Looking forward to integrate the telephony also :-)

Pros

I'm tech manager in a growing online business and our support team is currently 3 agents. We needed to transition our support flow from mostly shared email support to something more efficient and I was the one to explore and choose the tech solution that we would implement - I chose Freshdesk. Here is why: The User Experience is very very well designed. I looked into ZenDesk, ZohoDesk, Desk.com,...

Cons

The time before we became paying Freshdesk customers is the one place where I feel there is a need for more care. Once we are paying clients however the service is really good. Here are my main points for them to work on: 1. Please, we don't want to feel even the slightest pressure to buy into Freshdesk: we are a slow-moving company tech-wise and we needed more time to try all the features without...

KA
AvatarImg

Kevin A.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Cayzu logo

Cayzu

Finally a helpdesk that works!

Reviewed 10 years ago

We've used Zendesk and Freshdesk, and also trialed a whole heap of other helpdesks but nothing compares to Cayzu. The amount of features, reports and speed were what was most important to us, and Cayzu certainly ticks all these boxes. When dealing with their support it is always pleasant dealing with someone that speaks your language and can fix your problem straight away instead of just putting it in the 'too hard basket'. Cayzu are a pleasure to deal with and I'll continue to recommend them to as many people as possible.

Pros

No pros were added to this review

Cons

No cons were added to this review

Vendor response

Kevin, it's always a pleasure to work with you! Thanks again