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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Mid-Market (52.7% of reviews)
Entry-Level Pricing
$15.00 Per Month
No pricing available
Freshdesk
Star Rating
(3,609)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$15.00 Per Month
Free Trial is available
Browse all 3 pricing plansHigher Logic Vanilla
Star Rating
(98)4.3 out of 5
Market Segments
Mid-Market (52.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Higher Logic VanillaSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk excels in ticket creation user experience with a score of 8.9, while Higher Logic Vanilla's ticket collaboration features are highlighted by reviewers, scoring 9.0, indicating a stronger focus on community engagement.
- Reviewers mention that Freshdesk's quality of support is rated at 8.8, which is slightly lower than Higher Logic Vanilla's impressive score of 9.2, suggesting that Higher Logic Vanilla may provide more responsive and effective customer service.
- G2 users highlight Freshdesk's multi-channel coverage with a score of 8.4, particularly praising its email and social media integration, while Higher Logic Vanilla's community forums are noted for their effectiveness, scoring 9.0, which enhances user interaction.
- Users on G2 report that Freshdesk's ease of use is rated at 8.8, making it user-friendly for small businesses, whereas Higher Logic Vanilla's advanced portal features and self-service experience are rated higher, indicating a more robust offering for mid-market users.
- Reviewers mention that Freshdesk's automation features, such as intelligent routing, score 8.5, but Higher Logic Vanilla's automation capabilities are rated higher at 9.0, suggesting a more sophisticated approach to workflow management.
- Users say that Freshdesk's reporting features, including performance monitoring, score 8.6, while Higher Logic Vanilla's community analytics and downloadable reports are rated lower, indicating Freshdesk may provide better insights for operational improvements.
Pricing
Entry-Level Pricing
Freshdesk
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
Higher Logic Vanilla
No pricing availableFree Trial
Freshdesk
Free Trial is available
Higher Logic Vanilla
Free Trial is available
Ratings
Meets Requirements
8.6
3,175
8.3
83
Ease of Use
8.8
3,197
8.6
84
Ease of Setup
8.6
2,258
8.1
72
Ease of Admin
8.7
2,152
8.5
75
Quality of Support
8.7
3,074
9.2
81
Has the product been a good partner in doing business?
8.8
2,077
8.8
74
Product Direction (% positive)
8.8
3,150
8.4
82
Features by Category
Ticket and Case Management
8.9
2218
|
Verified
Not enough data
8.8
2226
|
Verified
Not enough data
8.5
2139
|
Verified
Not enough data
8.5
2033
|
Verified
Not enough data
8.3
1797
|
Verified
Not enough data
8.5
2085
|
Verified
Not enough data
8.7
2007
|
Verified
Not enough data
8.2
1371
|
Verified
Not enough data
Generative AI
7.3
330
Not enough data
7.4
327
Not enough data
Agentic AI - Help Desk
7.1
59
Not enough data
6.9
59
Not enough data
7.2
57
Not enough data
Communication Channels
8.6
1920
|
Verified
Not enough data
8.9
2068
|
Verified
Not enough data
8.4
1312
|
Verified
Not enough data
8.0
1193
|
Verified
Not enough data
7.9
940
|
Verified
Not enough data
Platform
8.0
1156
|
Verified
Not enough data
8.1
1663
|
Verified
Not enough data
8.6
1546
|
Verified
Not enough data
8.2
1140
|
Verified
Not enough data
8.0
1861
|
Verified
Not enough data
8.3
1960
|
Verified
Not enough data
Channels
8.3
353
Not enough data
7.9
333
Not enough data
7.5
324
Not enough data
Design
8.2
331
Not enough data
7.8
336
Not enough data
8.2
356
Not enough data
8.3
342
Not enough data
8.4
332
Not enough data
Generative AI
7.7
266
Not enough data
7.7
266
Not enough data
Usability
8.7
265
Not enough data
8.7
261
Not enough data
8.7
254
Not enough data
Reporting
8.6
249
Not enough data
8.5
245
Not enough data
8.6
257
Not enough data
Generative AI
7.5
182
Not enough data
7.6
182
Not enough data
Conversational Platform
8.3
434
Not enough data
8.3
380
Not enough data
8.3
372
Not enough data
8.4
308
Not enough data
Support Automation
8.4
389
Not enough data
8.4
410
Not enough data
8.2
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
209
Not enough data
7.4
206
Not enough data
Generative AI
7.9
118
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
584
|
Verified
Not enough data
8.7
601
|
Verified
Not enough data
8.7
495
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1663
|
Verified
Not enough data
8.6
204
Not enough data
8.1
186
Not enough data
8.8
560
|
Verified
Not enough data
8.8
520
|
Verified
Not enough data
8.6
549
|
Verified
Not enough data
Generative AI
7.9
144
Feature Not Available
Self-Service Experience
8.7
960
Not enough data
8.6
913
Not enough data
8.3
687
9.0
5
8.2
241
Not enough data
8.4
258
8.0
5
Self-Service Platform
8.5
254
9.3
5
8.6
261
9.0
5
8.0
221
Not enough data
8.5
237
7.7
5
Agentic AI - Customer Self-Service
7.9
20
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.7
20
Not enough data
7.5
19
Not enough data
7.8
19
Not enough data
Generative AI
8.2(won by default)
81
Not enough data
8.1(won by default)
81
Not enough data
Process
8.6(won by default)
164
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
375
Not enough data
Channels
9.2(won by default)
480
Not enough data
8.7(won by default)
420
Not enough data
8.8(won by default)
381
Not enough data
8.5(won by default)
341
Not enough data
8.2(won by default)
55
Not enough data
Insight
8.6(won by default)
383
Not enough data
8.7(won by default)
171
Not enough data
8.6(won by default)
374
Not enough data
9.1(won by default)
447
Not enough data
Generative AI
7.7
87
Not enough data
7.7
86
Not enough data
Community Building
Not enough data
7.2
23
Not enough data
6.9
14
Not enough data
4.3
5
Not enough data
4.7
5
Not enough data
7.0
5
Not enough data
5.7
5
Community Improvement
Not enough data
8.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
4.3
5
Customer Analytics
Not enough data
6.8
35
Not enough data
7.6
36
Not enough data
7.0
11
Not enough data
6.2
13
Community Management
Not enough data
8.1
31
Not enough data
7.8
37
Not enough data
7.0
5
Community Analytics
Not enough data
7.0
5
Not enough data
4.7
5
Not enough data
6.7
5
Not enough data
6.7
5
Agentic AI - Online Community Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.2
13
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.7
14
Not enough data
8.7
13
Not enough data
8.7
14
Not enough data
Automation
9.0
12
Not enough data
8.8
13
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.6
13
Not enough data
8.3
13
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Higher Logic Vanilla are categorized as Customer Self-Service
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Higher Logic Vanilla
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.1%
Computer Software
12.9%
Internet
4.2%
Financial Services
4.1%
Education Management
3.7%
Other
58.0%
Computer Software
24.2%
Computer Games
12.6%
Information Technology and Services
11.6%
Internet
10.5%
Marketing and Advertising
3.2%
Other
37.9%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
What are the main features of Vanilla Forums?
1 Comment
Official Response from Higher Logic Vanilla
Vanilla Forums offers the following features:
Gamification (Badges and Reactions)
Private Communities
Social Groups
Single Sign On
Customizable...Read more
Can I run a Vanilla forum in an embedded frame?
1 Comment
Official Response from Higher Logic Vanilla
Yes, Vanilla is embed-friendly.Read more
Can Vanilla be integrated with the rest of my website so I do not need a separate login for the forums?
1 Comment
Official Response from Higher Logic Vanilla
Yes, you can connect Vanilla to your other systems using our jsconnect plugin. This will allow for a seamless single sign-on (SSO) experience.Read more
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