What users are saying about
7 Ratings
Top Rated
258 Ratings
7 Ratings
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Score 9.1 out of 100
Top Rated
258 Ratings
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Score 8.4 out of 100

Feature Set Ratings

    Sales Force Automation

    9.5

    17hats

    95%

    Freshdesk

    Feature Set Not Supported
    N/A
    17hats ranks higher in 6/6 features

    Customer data management / contact management

    9.9
    99%
    2 Ratings
    N/A
    0 Ratings

    Workflow management

    9.9
    99%
    2 Ratings
    N/A
    0 Ratings

    Integration with email client (e.g., Outlook or Gmail)

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Contract management

    10.0
    100%
    2 Ratings
    N/A
    0 Ratings

    Quote & order management

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Interaction tracking

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Customer Service & Support

    8.0

    17hats

    80%

    Freshdesk

    Feature Set Not Supported
    N/A
    17hats ranks higher in 1/1 features

    Case management

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Marketing Automation

    8.0

    17hats

    80%

    Freshdesk

    Feature Set Not Supported
    N/A
    17hats ranks higher in 1/1 features

    Lead management

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    CRM Project Management

    9.5

    17hats

    95%

    Freshdesk

    Feature Set Not Supported
    N/A
    17hats ranks higher in 2/2 features

    Task management

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Billing and invoicing management

    10.0
    100%
    2 Ratings
    N/A
    0 Ratings

    Customization

    9.9

    17hats

    99%

    Freshdesk

    Feature Set Not Supported
    N/A
    17hats ranks higher in 2/2 features

    Custom fields

    9.8
    98%
    2 Ratings
    N/A
    0 Ratings

    Custom objects

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Security

    9.5

    17hats

    95%

    Freshdesk

    Feature Set Not Supported
    N/A
    17hats ranks higher in 2/2 features

    Single sign-on capability

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Role-based user permissions

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Integrations with 3rd-party Software

    8.0

    17hats

    80%

    Freshdesk

    Feature Set Not Supported
    N/A
    17hats ranks higher in 1/1 features

    Marketing automation

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Platform

    8.0

    17hats

    80%

    Freshdesk

    Feature Set Not Supported
    N/A
    17hats ranks higher in 1/1 features

    Mobile access

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Incident and problem management

    17hats

    Feature Set Not Supported
    N/A
    8.7

    Freshdesk

    87%
    Freshdesk ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.0
    90%
    4 Ratings

    Expert directory

    N/A
    0 Ratings
    8.4
    84%
    3 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.4
    84%
    3 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.6
    76%
    4 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    9.3
    93%
    4 Ratings

    Ticket response

    N/A
    0 Ratings
    9.7
    97%
    3 Ratings

    Self Help Community

    17hats

    Feature Set Not Supported
    N/A
    8.3

    Freshdesk

    83%
    Freshdesk ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    8.7
    87%
    3 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.9
    79%
    4 Ratings

    Multi-Channel Help

    17hats

    Feature Set Not Supported
    N/A
    7.4

    Freshdesk

    74%
    Freshdesk ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.4
    84%
    3 Ratings

    IVR

    N/A
    0 Ratings
    3.0
    30%
    1 Rating

    Social integration

    N/A
    0 Ratings
    7.6
    76%
    2 Ratings

    Email support

    N/A
    0 Ratings
    9.8
    98%
    4 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.3
    83%
    4 Ratings

    Attribute Ratings

    • 17hats is rated higher in 2 areas: Likelihood to Recommend, Usability
    • Freshdesk is rated higher in 1 area: Support Rating

    Likelihood to Recommend

    9.9

    17hats

    99%
    2 Ratings
    8.1

    Freshdesk

    81%
    70 Ratings

    Likelihood to Renew

    17hats

    N/A
    0 Ratings
    10.0

    Freshdesk

    100%
    4 Ratings

    Usability

    9.0

    17hats

    90%
    1 Rating
    8.4

    Freshdesk

    84%
    22 Ratings

    Support Rating

    8.0

    17hats

    80%
    3 Ratings
    8.5

    Freshdesk

    85%
    25 Ratings

    Implementation Rating

    17hats

    N/A
    0 Ratings
    10.0

    Freshdesk

    100%
    2 Ratings

    Likelihood to Recommend

    17hats

    It's great if you want to set up all of your client management so that you don't have to keep manually going through every step. It's so nice for me and my clients to have all of their forms streamlined and automated.
    Erika Tebbens | TrustRadius Reviewer

    Freshdesk

    It is well suited for a company who needs to provide an enhanced service desk ticketing system. They are scalable to accomodate from small to large scale businesses. Also their product is ready to use right away with very little customizing. There are many integrations that are apart of the system and compliment well
    Anonymous | TrustRadius Reviewer

    Pros

    17hats

    • Invoicing
    • Creating online questionnaire
    Marli Espinales | TrustRadius Reviewer

    Freshdesk

    • Freshdesk has enough options to deal with the engagement operations that are collected through the chosen channels. For example, it is easy to compare through analytics tables the engagement achieved in certain social networks and then create commercial strategies in the networks with the best results.
    • Freshdesk has a very high level of interoperability with customer relationship management platforms, so that through its API it is possible to incorporate sales functions or work with customers, so that the management is a little apart from technical assistance without problems.
    • It is easy to save the information of each problem that is solved for the buyers of our products, and in case we communicate with them again, the data stored on these interactions are accessible to review their history, and thus better orientate the type of solutions that can or cannot be offered to them.
    Maria Wiley | TrustRadius Reviewer

    Cons

    17hats

    • Prior to this I was using only Stripe for my invoices and I loved that I could see all of my recurring client payments under "subscriptions." There might be a way to do this in 17Hats, but I'm just not sure. I like to be able to quickly see all of my current clients at a glance.
    Erika Tebbens | TrustRadius Reviewer

    Freshdesk

    • Reporting is a bit awkward sometimes, but you can level up for better reporting
    • The client onboarding to get them user accounts isn't always clearly defined
    • There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing
    John Reitz | TrustRadius Reviewer

    Pricing Details

    17hats

    General

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

    Starting Price

    $45 per month

    17hats Editions & Modules

    Edition
    Starting Price$45.001
    1. per month
    Additional Pricing Details

    Freshdesk

    General

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

    Starting Price

    $15 per month

    Freshdesk Editions & Modules

    Edition
    SproutFree
    Blossom$15.002
    Garden$35.002
    Estate$49.002
    Forest$99.002
    Estate Omnichannel$79.002
    Forest Omnichannel$139.002
    1. none
    2. Per Agent/Per Month (billed annually)
    Additional Pricing Details
    Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19.00, $45.00, $69.00 and $125.00 if billed monthly. The 21-day free trial covers all features at the Estate plan.

    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

    17hats 9.0
    Based on 1 answer
    It's been really great to use with my clients, but I cannot speak to setting it up as my VA handled all of that for me. I anticipate using it for a long time.
    Erika Tebbens | TrustRadius Reviewer

    Freshdesk

    Freshdesk 8.4
    Based on 22 answers
    Freshdesk equips the sales team with the most enhanced communication capabilities and features that are responsible for delivering high level of customer support. Freshdesk has multiple-channel support that enables the customer care agents to broaden their reach and streamline ticket delivery. It is designed to provide maximum collaboration to internal teams giving them options to split a ticket into smaller tickets.
    Elizabeth Cassidy | TrustRadius Reviewer

    Support Rating

    17hats

    17hats 8.0
    Based on 3 answers
    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 8.5
    Based on 25 answers
    Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.
    Anonymous | TrustRadius Reviewer

    Implementation Rating

    17hats

    No score
    No answers yet
    No answers on this topic

    Freshdesk

    Freshdesk 10.0
    Based on 2 answers
    No, it is easy to do
    Victor Vũ | TrustRadius Reviewer

    Alternatives Considered

    17hats

    No answers on this topic

    Freshdesk

    ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.
    Anonymous | TrustRadius Reviewer

    Return on Investment

    17hats

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

    Freshdesk

    • The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
    • We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.
    Anonymous | TrustRadius Reviewer

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