Desk.com vs. FreshDesk - my experience with the pricing models

Interesting experience I had when testing out different support desk solutions. How different companies handle pricing and "hidden" fees.

[ShawnKibel]

Thank you for the video. Was researching solutions and this helped steer me away from desk.com and into becoming a FreshDesk customer. To Desk.com, if you come across this video, maybe your pricing plan is turning you a profit, maybe not, but you lost this potential customer over it. You may get more initial sign-ups using these marketing tactics, but I doubt it is serving you well in long-term customer relationships and retention.

[dinocruz]

Wow that was a very helpful review. Thanks Shane

[rpatl]

Many thanks for the video...informative and entertaining! (I especially liked the asterisk "except the stuff that isn't included.") It does look like Freshdesk has changed their pricing since you created this and now offers a free option too, so we plan to give it a try. Hopefully you're still liking it and it works well.

[rpatl]

We are Freshdesk customers, and I do want to share that they are not totally innocent as far as this goes (or at least not as innocent as they pretend to be).  We are on the basic/free plan but do pay for extra agents, so we are revenue generating customers, and despite their claim to offer "basic reporting" at our level, the reporting you get is almost laughable--it's two canned reports that add next to no value.  We wanted a report that simply showed the number of open tickets per agent (seems pretty basic), and we were told that's "advanced" reporting and we'd have to pay for the next level up to get it.

[theRealRMHarrison]

Very helpful, Shane! Thanks so much for sharing.