What users are saying about
1 Ratings
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Top Rated
147 Ratings
1 Ratings
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Score 9 out of 100

Freshdesk

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Top Rated
147 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Likelihood to Recommend

17hats

I think it's great for businesses who offer monthly services and want to automate their invoicing. Even for businesses who offer one-off services as well.
Marli Espinales | TrustRadius Reviewer

Freshdesk

It is well suited for organizations that are just looking for an easy to use helpdesk solution, without being too complicated to set up/manage. As it is a web-based cloud solution, there is also the benefit of the back-end of the program being managed by the vendor, so there is not a need for a Sys Admin to run this on a server and manage it. It is less suited for environments that are looking for a "complete" service desk system, which includes features such as asset tracking, inventorying, etc. Freshdesk is more of a basic service desk system, that contains most of what some organizations need for a basic helpdesk tracking solution.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

17hats
9.2
Freshdesk
Customer data management / contact management
17hats
9.0
Freshdesk
Workflow management
17hats
9.0
Freshdesk
Integration with email client (e.g., Outlook or Gmail)
17hats
9.0
Freshdesk
Contract management
17hats
10.0
Freshdesk
Quote & order management
17hats
10.0
Freshdesk
Interaction tracking
17hats
8.0
Freshdesk

Customer Service & Support

17hats
8.0
Freshdesk
Case management
17hats
8.0
Freshdesk

Marketing Automation

17hats
8.0
Freshdesk
Lead management
17hats
8.0
Freshdesk

CRM Project Management

17hats
9.5
Freshdesk
Task management
17hats
9.0
Freshdesk
Billing and invoicing management
17hats
10.0
Freshdesk

Customization

17hats
8.0
Freshdesk
Custom fields
17hats
8.0
Freshdesk

Security

17hats
9.5
Freshdesk
Single sign-on capability
17hats
10.0
Freshdesk
Role-based user permissions
17hats
9.0
Freshdesk

Integrations with 3rd-party Software

17hats
8.0
Freshdesk
Marketing automation
17hats
8.0
Freshdesk

Platform

17hats
8.0
Freshdesk
Mobile access
17hats
8.0
Freshdesk

Incident and problem management

17hats
Freshdesk
8.7
Organize and prioritize service tickets
17hats
Freshdesk
9.0
Expert directory
17hats
Freshdesk
8.4
Subscription-based notifications
17hats
Freshdesk
8.4
ITSM collaboration and documentation
17hats
Freshdesk
7.6
Ticket creation and submission
17hats
Freshdesk
9.3
Ticket response
17hats
Freshdesk
9.7

Self Help Community

17hats
Freshdesk
8.3
External knowledge base
17hats
Freshdesk
8.7
Internal knowledge base
17hats
Freshdesk
7.9

Multi-Channel Help

17hats
Freshdesk
7.4
Customer portal
17hats
Freshdesk
8.4
IVR
17hats
Freshdesk
3.0
Social integration
17hats
Freshdesk
7.6
Email support
17hats
Freshdesk
9.8
Help Desk CRM integration
17hats
Freshdesk
8.3

Pros

17hats

  • Invoicing
  • Creating online questionnaire
Marli Espinales | TrustRadius Reviewer

Freshdesk

  • The new interface is very clean and easy to navigate.
  • Awesome knowledgebase, free training and responsive support (even with a free plan) allow my team to spin up on the system without hours of internal training sessions.
  • Easily integrates with custom domains for seamless client experience.
  • Tagging and reassigning is easy.
  • Mobile apps work well and allow for easy use across multiple platforms (particularly useful when working remotely).
  • Lots of great features within the free plan.
  • The free plan allows for a fair amount of branding/customization of client portal.
Jennifer Hess | TrustRadius Reviewer

Cons

17hats

  • Cheaper credit card charges
  • Ability to tweak their questionnaires a bit more
Marli Espinales | TrustRadius Reviewer

Freshdesk

  • We are a b2b provider, and we haven't found a good way of identifying the contacts with each of our customers. Tagging the contact seems to be a way, but you need to do couple of extra clics to go into the contact details and then introduce the client identification as a tag.
  • I didn't find a good way to identify tickets with a status representing that it's overdue because of the client.
  • The merging tool, although VERY useful, isn't for me completely intuitive. I have to pay a lot of attention at the icons and read the tooltip to make sure I'm keeping as main ticket the one that I want.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

17hats

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 4 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
Jeffery Albertson | TrustRadius Reviewer

Usability

17hats

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 2 answers
The only downside is flexibility in multi email traffic within a single ticket. Other than that everything else is easy to use to get the job done and keep the customer happy.
Mark Wright | TrustRadius Reviewer

Support Rating

17hats

17hats 8.0
Based on 1 answer
It's chat based so you have to wait a bit to hear back from them but they have gotten quicker with their responses which I appreciate.
Marli Espinales | TrustRadius Reviewer

Freshdesk

Freshdesk 10.0
Based on 3 answers
We have never had an incident where Freskdesk was out of service. Any issues we have had was resolved in a timely fashion without the need for multiple contacts. I do not have to worry about the service having problems, because of the quality of support they provide their customers.
Jeffery Albertson | TrustRadius Reviewer

Implementation Rating

17hats

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 1 answer
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Alternatives Considered

17hats

No answers on this topic

Freshdesk

The big competitors of Freshdesk are Zendesk and HappyFox. Freshdesk provides a free version for you to try the product and also is cheaper than other competitors. It is great for SMB segment. For Enterprises there are other options that are more popular like JIRA. Also highly recommended for its ease of use.
Naveen Gabrani | TrustRadius Reviewer

Return on Investment

17hats

  • ROI - Saves me time on creating invoices and questionnaires.
Marli Espinales | TrustRadius Reviewer

Freshdesk

  • Positive: Helps me and my team stay on top of our queue so we know when Contacts are engaging with us.
  • Positive: Freshdesk is very simple to use and easy to get started on.
  • Positive: Their API works well with the applications we use in between our app and theirs.
Eric Weiss | TrustRadius Reviewer

Screenshots

Pricing Details

17hats

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

17hats Editions & Modules

Additional Pricing Details

Freshdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Freshdesk Editions & Modules

Edition
Sprout$01
Blossom$192
Garden$352
Estate$492
Forest$892
  1. Unlimited
  2. per Agent
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan . Higher plans at $19, $35, $49 and $89. The 21-day free trial covers all features at the Estate plan.

Rating Summary

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