Freshdesk vs. OvationCXM Comparison


Freshdesk Freshworks	OvationCXM	+	+
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		Related Products Zendesk Zendesk is an AI-powered service solution that’s easy to set up, use, and scale. It works out-of-the-box and adapts quickly, enabling businesses to move faster. Built on billions of CX interactions, Zendesk AI supports the whole service journey—from self-service to agents to admins—helping teams resolve issues faster and operate efficiently at scale. Zendesk empowers agents with tools, insights, and context to deliver personalized service on any channel—social messaging, phone, or email. It unifies personalized conversations, omnichannel case management, AI workflows, automation, and a Marketplace of 1200+ apps. Easy to implement, it frees teams from relying on IT or costly partners. Serving over 130K global brands in 30+ languages, Zendesk simplifies business complexity to create meaningful customer connections. Headquartered in San Francisco, it operates worldwide. 7,608 Ratings Visit Website Freshservice If you're looking for an IT service desk solution that's actually simple, turn to Freshservice. A plug-and-play ITIL service desk by Freshworks, Freshservice helps businesses modernize IT and other business functions--without the cost and complexity. Freshservice offers everything teams need for proactive IT service management, including ticketing and asset management, configuration management and enhanced impact analysis, robust incident management functionalities, and more. 1,924 Ratings Visit Website Pylon Pylon is an All-in-one B2B Support Platform for modern B2B businesses. We bring together everything a post-sales teams team needs including a ticketing system, B2B omnichannel integrations (Slack Connect, Microsoft Teams), modern chat widget, knowledge base, AI support bot, account management, customer marketing, and more. The support system for B2B companies. Allow your customers to get support wherever they'd like and enable multiple support tiers. Let AI draft support articles for you based on your issue resolutions. Use Triggers to codify business processes and workflows, and create Macros to streamline common responses. Broadcast new features, newsletters, and more to your customers and track engagement. A dedicated place to store, track, and organize all customer data. A shared view to give your stakeholders visibility into their team's active issues. If you use or want Slack for customer support, we should talk. Our Slack power users average 180+ customer channels 61 Ratings Visit Website ManageEngine ServiceDesk Plus Best in class online service desk software. Offer your customers world-class services with ServiceDesk Plus Cloud, the easy-to-use SaaS service desk software from ManageEngine, the IT management division of Zoho. Track and manage IT tickets efficiently, resolve issues faster, and ensure end-user satisfaction with the cloud-based IT ticketing system used by over 100,000 IT service desks worldwide. Manage the complete life cycle of IT incidents, problems, changes, and projects with out of the box ITIL workflows. Create support SLAs, define escalation levels, and ensure compliance. Automate ticket dispatch, categorization, classification, and assignment based on predefined business rules, and set up notifications and alerts for timely ticket resolution. Reduce walk ins and unnecessary tickets by giving your users more control. Enable end users to access IT services through your service catalog in the self-service portal. Help users create and track tickets and search for solutions. 1,661 Ratings Visit Website Sendbird Sendbird is the omnichannel AI agent platform enterprises choose to elevate customer experience, by initiating autonomous support & sales conversations, keeping humans in the loop for complex inquiries, and re-engaging customers with proactive business messages. Combining omnichannel AI and a battle-tested, award-winning communication APIs, Sendbird enables businesses to build AI agents and meaningful customer connections at scale. Sendbird’s AI-powered customer service platform helps businesses deliver scalable, omnichannel support through intelligent AI agents. These agents work seamlessly across channels like mobile apps, web, SMS, and social media, providing instant and proactive assistance to customers 24/7. With the ability to integrate into existing customer support tools, the platform enhances resolution rates, reduces response times, and improves customer experience by offering a unified view of all interactions. 164 Ratings Visit Website NinjaOne NinjaOne automates the hardest parts of IT, delivering visibility, security, and control over all endpoints for more than 20,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. The company seamlessly integrates with a wide range of IT and security technologies. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. 3,945 Ratings Visit Website ServoDesk Award winning, easy to use Help Desk software for service departments challenged to do more with less. ServoDesk delivers flexible solutions for all support teams regardless of size incorporating AI. - Manage multiple data channels from one easy to use interface. - Roles based access to tickets. - Email integration with automated ticket creation and acknowledgements. - Feature rich reporting tool and dynamic dashboards. - Customer Portal theme-able by Department / Customer organization. - Powerful but simple to create business rules and workflows to drive automation. Not to mention our market leading support, don't waste time reviewing thousands of documents online give us a call. 25 Ratings Visit Website Serviceaide Serviceaide is a complete service management solution that can be implemented in weeks, not months, and intuitive to use. With low administration costs and quick implementation, you will see a real return on your investment. A flexible platform that works either on premise or in the cloud. Serviceaide is based on ITIL best practices and has been designed to be a comprehensive solution with all the components your team needs. You can choose the environment that best suits your technology, compliance, and infrastructure needs. Affordable and comprehensive, Serviceaide provides IT staff with the functions required to manage everything from ticketing to incident, change and asset management and more. Serviceaide includes a virtual agent, self-service portals and AI-based features to support analyst and end user productivity. Automate processes across technical workflows, services and business processes for business agility. 139 Ratings Visit Website Project Insight Project Insight is project and portfolio management software built for growing teams and businesses. It brings all your project work together from across departments and software tools, helping you streamline workflows, automate processes, and make faster, more accurate decisions with real-time data. Manage work dynamically at the project, program, and portfolio levels to keep teams aligned and focused on strategic goals. Roll up details like status, resources, budgets, and risks instantly, so you can stay ahead of challenges and drive results. Connect Project Insight with the tools you already use — including Azure DevOps, Jira, Microsoft Project, Salesforce, and ServiceNow — to reduce manual work, break down silos, and improve collaboration across your organization. Leverage AI to predict future capacity, balance workloads, and suggest the best resources for every project. Use AI-powered search to quickly surface project data and keep work moving forward. 101 Ratings Visit Website Atera Atera, the first and only Agentic AI platform for IT management, offers IT teams and MSPs a digital workforce of AI agents to preemptively and autonomously manage their entire IT operations. Its all-in-one platform combines RMM, helpdesk, ticketing, and automation to reduce downtime, improve SLAs, and free IT teams to focus on strategic work over mundane tasks. At the core of Atera’s platform are two powerful AI agents built to enhance every layer of IT operations. AI Copilot helps technicians troubleshoot devices, run diagnostics, and generate actionable solutions in real time. IT Autopilot delivers 24/7/365, autonomously resolving Tier-1 issues and reducing IT workload by up to 40%. It acts like a personal AI technician for every employee, freeing your team to focus on what really matters. Trusted by 13K+ customers in over 120 countries, Atera scales with your needs while maintaining the highest security and compliance standards. 3,068 Ratings Visit Website
About Freshdesk (a product of Freshworks Inc.) is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. Freshdesk unifies channels, conversations, AI capabilities, customer insights, and advanced ticketing into one place in the Freshdesk Command Center so agents are ready to resolve complaints. With Freddy, People-first AI, customer service teams can take AI agents live in minutes to fully resolve complex and simple queries, get response and resolution assistance from AI copilot, and stay ahead with AI insights. Freshdesk also comes packed with advanced workflows, automations, and self service so you can easily set up and scale customer service on any channel–whether you’re a support team of 10 or 500. Freshdesk is quick to set up, easy to use, and designed for rapid impact—it delivers 225% ROI, 95% omnichannel first contact resolution rate, and up to 80% resolutions with AI agents.	About Take your uncoordinated customer, internal and third-party interactions and turn them into exceptional journeys that drive in-year returns and tripled NPS scores. No re-architecture is required. OvationCXM is the first CXM platform that connects siloed internal and third-party systems, unlocking a unified view of your customer's interactions, wherever they occur in your ecosystem. Share a common view across multiple organizations for seamless customer journeys and interactions across your ecosystem. Get precise answers to questions and deliver them directly via Messenger, our multi-component digital interface that covers webchat, email, phone, SMS, and more. Train AI models and tag them to specific knowledge to deliver tailored, highly specific, and relevant information to teams and end-users. Meet your customers where they are with Smart Buttons, and on-screen deep links to drive smarter resolution.
Platforms Supported Windows Mac Linux Cloud On-Premises iPhone iPad Android Chromebook	Platforms Supported Windows Mac Linux Cloud On-Premises iPhone iPad Android Chromebook
Audience Industries: Professional services providers, Real estate, Healthcare, Insurance	Audience Organizations that need a platform to improve their customer experiences with complete visibility and precise control
Support Phone Support 24/7 Live Support Online	Support Phone Support 24/7 Live Support Online
API Offers API	API Offers API
Screenshots and Videos View more images or videos	Screenshots and Videos View more images or videos
Pricing $29/month/user Free Version Free Trial	Pricing No information available. Free Version Free Trial
Reviews/Ratings Overall 4.6 / 5 ease 4.7 / 5 features 4.4 / 5 design 4.8 / 5 support 4.6 / 5 Read all reviews	Reviews/Ratings Overall 0.0 / 5 ease 0.0 / 5 features 0.0 / 5 design 0.0 / 5 support 0.0 / 5 This software hasn't been reviewed yet. Be the first to provide a review: Review this Software
Training Documentation Webinars Live Online In Person	Training Documentation Webinars Live Online In Person
Company Information Freshworks Founded: 2010 United States www.freshworks.com/freshdesk/	Company Information OvationCXM Founded: 2014 United States www.ovationcxm.com
Alternatives Freshservice Freshworks	Alternatives Zendesk
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ServoDesk Simplisys Ltd	Quiq
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Wix Answers WixAnswers.com View All	CXInfinity NovelVox View All
Categories Call Center Campaign Management Chatbot Complaint Management Conversational AI Conversational Support Customer Experience Customer Self-Service Customer Service Help Desk Issue Tracking IT Project Management Knowledge Management Service Request Management	Categories Contact Center Knowledge Base Conversational AI Customer Experience Customer Journey Mapping Tools
Customer Experience Features Action Management Analytics Customer Segmentation Dashboard Feedback Management Knowledge Management Multi-Channel Collection Sentiment Analysis Survey Management Text Analysis Trend Analysis Show More Features Call Center Features Blended Call Center Call Logging Call Recording Call Scripting Campaign Management Database Escalation Management Inbound Call Center IVR / Voice Recognition Manual Dialer Outbound Call Center Predictive Dialer Progressive Dialer Queue Management Real-time Chat Reporting/Analytics Complaint Management Features Case Management Complaint Classification Corrective Actions (CAPA) Customer Complaint Tracking Feedback Management Forms Management Issue Tracking Quality Assurance Management Routing Self Service Portal Social Media Monitoring Survey Management Customer Service Features Alerts / Escalation Appointment Management Call Center Management Email Management Knowledge Base Live Chat Performance Metrics Queue Management Self Service Portal Social Media Integration Surveys & Feedback Virtual Assistant Workflow Management Help Desk Features Alerts / Escalation Automated Routing Community Forums Customizable Branding Document Storage Email Integration Incident Management Interaction Tracking IT Asset Management Knowledge Base Known Issue Management Live Chat Multi-Channel Communication Multiple Brands / Products Network Monitoring Real-time Chat Self Service Portal Service Level Agreement (SLA) Management Ticket Management IT Project Management Features Bug Tracking Issue Management Milestone Tracking Percent-Complete Tracking Portfolio Management Prioritization Product Roadmapping Requirements Management Resource Management Status Tracking Supports Agile Supports Scrum Task Management Testing / QA Management Time & Expense Tracking Issue Tracking Features Assignment Management Dashboard Escalation Management Issue Auditing Issue Scheduling Knowledge Base Project Management Recurring Issues Scheduling Task Management Knowledge Management Features Artificial Intelligence (AI) Cataloging / Categorization Collaboration Content Management Decision Tree Discussion Boards Full Text Search Knowledge Base Management Self Service Portal
Integrations Base.com Bookafy Brevo Dealtale Enterprise Bot Forethought Freedcamp Jira Octopus24 Ohmylead OneLogin Parcelhub Parloa Rippling Sacumen Connector as a Service (CaaS) SanCCS StreetSmart Supaboard WooCommerce Xplenty Show More Integrations View All 659 Integrations	Integrations Base.com Bookafy Brevo Dealtale Enterprise Bot Forethought Freedcamp Jira Octopus24 Ohmylead OneLogin Parcelhub Parloa Rippling Sacumen Connector as a Service (CaaS) SanCCS StreetSmart Supaboard WooCommerce Xplenty Show More Integrations View All 1 Integration
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