Category / Section
BoldDesk Growth vs FreshDesk Pro Comparison October 2023
Published:
20 mins read
Comparison:
| Features | FreshDesk(Pro) | BoldDesk(Growth) | Feature Request Tracking Link |
| Ticket Management | |||
| Email ticketing | Yes | Yes | |
| Automatic email notification | Yes | Yes | |
| Split, Clone, Merge Tickets | Yes | Yes | |
| Private Ticket | No | Yes | |
| Ticket export | Yes | Yes | |
| Set priority | Yes | Yes | |
| Set status, custom status | Yes | Yes | |
| In-app notifications | Yes | No | Expected to be available before End of this year |
| Sort ticket conversations | Yes | Yes | |
| Watch tickets | Yes | Yes | |
| Time tracking | Yes | Yes | |
| Ticket templates | Yes | No | |
| Assume identity | Yes | Yes | |
| CSAT surveys | Yes | Yes | |
| Customizable CSAT surveys | Yes | No | |
| Agent - Roles and Permissions | Yes | Yes | |
| AGENT PRODUCTIVITY | |||
| Shared canned responses | Yes | Yes | |
| Public and private notes in tickets | Yes | Yes | |
| Dynamic placeholders | Yes | Yes | |
| Tags | Yes | Yes | |
| Personal canned responses | Yes | Yes | |
| Agent collision detection | Yes | Yes | |
| Basic Ticket Search | Yes | Yes | |
| Advanced TIcket Search | No | Yes | BoldDesk ticket search is more advanced |
| Integrated game mechanics - Gamification | Yes | No | |
| Custom ticket views | Yes | Yes | |
| Canned forms | Yes | No | |
| WORKFLOW AUTOMATION | |||
| Automations that run on ticket creation | Yes | Yes | |
| Time-triggered automations | Yes | Yes | |
| Event-triggered workflow automations | Yes | Yes | |
| Time triggers on custom status | Yes | Yes | |
| Round robin ticket assignment | Yes | Yes | |
| Out of office scheduler | Yes | No | |
| Load balanced ticket assignment | Yes | No | |
| Skill based ticket assignment | No | No | |
| Agent shifts | No | No | Can be handled via workaround automation riles |
| SLA MANAGEMENT | |||
| Business rules management through SLAs | Yes | Yes | |
| SLA reminders | Yes | Yes | |
| Escalation emails for SLA violation | Yes | Yes | |
| Multiple SLA policies | Yes | Yes | |
| Product, group and company level SLAs | Yes | Yes | |
| SLA for every response | Yes | Yes | |
| KNOWLEDGE BASE AND COMMUNITY FORUMS | |||
| Knowledge base | Yes | Yes | |
| Community forums | Yes | No | |
| Private knowledge base | Yes | Yes | |
| Interlinking articles | Yes | Yes | |
| Automatic sitemap generation | Yes | Yes | |
| Advanced article bulk actions | Yes | No | |
| Article versioning | Yes | Yes | |
| Article templates | Yes | Yes | |
| Approval workflow | Yes | Yes | |
| HELP WIDGET | |||
| Embeddable contact form | Yes | Yes | |
| Embeddable solution articles | Yes | Yes | |
| Multiple widgets | Yes | Yes | |
| Appearance customization | Yes | Yes | |
| Multilingual knowledge base | Yes | Yes | |
| Multilingual ticket fields | Yes | Yes | |
| Chat / Omnichannel | |||
| Live Chat | Yes | No | Under Development Expected by Q1 - 2024 |
| Facebook IM integration | Yes | No | Tenatively by Q1 2024 |
| Instagram IM integration | Yes | No | Tenatively by Q1 2024 |
| WhatsApp Business | Yes | No | Under Development Expected by Q1 - 2024 |
| COLLABORATION | |||
| Shared ownership of tickets | Yes | Yes | |
| Parent-child ticketing, Link Tickets, Related tickets | Yes | Yes | |
| REPORTING AND ANALYTICS | |||
| Predefined Reports | Yes | Yes | |
| Custom Reports | Yes | No | |
| TICKET FORMS | |||
| Custom status | Yes | Yes | |
| Custom ticket fields | Yes | Yes | |
| Dependent fields in ticket forms | Yes | Yes | |
| Dynamic ticket forms | Yes | Yes | |
| Multilingual ticket forms | Yes | Yes | |
| GLOBAL SUPPORT | |||
| Dynamic email notifications | Yes | Yes | |
| Multiple time zones | Yes | Yes | |
| Multiple business hours | Yes | Yes | |
| Multiproduct helpdesk / Multibrand Support | Up to 5 products | No | In BoldDesk enteprise plan available |
| Multilanguage support - Ticket/KB | Yes | Yes | |
| CUSTOMER MANAGEMENT | |||
| Contact and company fields | Yes | Yes | |
| Custom contact and company fields | Yes | Yes | |
| Link multiple companies to a single contact | Yes | No | In BoldDesk enteprise plan available |
| Contact Groups | Yes | Yes | |
| CUSTOMIZATION | |||
| Custom domain mapping | Yes | Yes | |
| Customizable agent roles | Yes | Yes | |
| Custom fields for ticket , contact, contact group, forms customization | Yes | Yes | |
| Branding customization | Yes | Yes | |
| CHANGE MANAGEMENT | |||
| Audit log | Yes | Yes | |
| Sandbox | No | No | |
| SECURITY | |||
| Custom Domain , EMails | Yes | Yes | |
| Single sign on | Yes | Yes | |
| Datacenter location | Yes | Yes | |
| Single sign on OAuth/OpenID | Yes | Yes | |
| DKIM/DMARC | Yes | Yes | |
| Advanced password policy for agents and customers | Yes | Yes | |
| Helpdesk restriction | Yes | Yes | |
| IP range restriction | Yes | Yes | |
| Integrations | |||
| Rest API | Yes | Yes | |
| Webhooks | Yes | Yes | |
| Custom apps | Yes | Yes | |
| JIRA | Yes | Yes | |
| SalesForce | Yes | Yes | |
| File Drives | Yes | Yes | |
| Azure DevOps Boards | Yes | Yes | |
| MS Teams | Yes | Yes | |
| Slack | Yes | No | Available soon under development |
| Call / VOIP | Yes | No | |
| MOBILE APP | |||
| iOS mobile app | Yes | Yes | |
| Android app | Yes | Yes |
