17hats vs Freshdesk | TrustRadius

What users are saying about

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Score 9.1 out of 10

Based on 7 reviews and ratings

Score 8.4 out of 10

Based on 258 reviews and ratings

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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

17hats

99%

2 Ratings

8.1

Freshdesk

81%

70 Ratings

17hats

N/A

0 Ratings

10.0

Freshdesk

100%

4 Ratings

17hats

90%

1 Rating

8.4

Freshdesk

84%

22 Ratings

17hats

80%

3 Ratings

8.5

Freshdesk

85%

25 Ratings

17hats

N/A

0 Ratings

10.0

Freshdesk

100%

2 Ratings

Pros

Invoicing
Creating online questionnaire

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Marli Espinales

Internet Marketing Director and Consultant

Clicc Media IncMarketing and Advertising, 1-10 employees

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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.

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Maria Wiley

Master of Busines Administration

SSDIGITALCOMarketing & Advertising, 201-500 employees

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Cons

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.

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Erika Tebbens

Business Strategist, Owner

Erika Tebbens ConsultingMarketing & Advertising, 1-10 employees

View all 2 answers on this topic

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

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John Reitz

Creative Director

Links Technology SolutionsInternet, 51-200 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

$45 per month

17hats Editions & Modules

Edition

Starting Price	$45.00¹

per month

Additional Pricing Details

—

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Starting Price

$15 per month

Freshdesk Editions & Modules

Edition

Sprout	Free
Blossom	$15.00²
Garden	$35.00²
Estate	$49.00²
Forest	$99.00²
Estate Omnichannel	$79.00²
Forest Omnichannel	$139.00²

none
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

No score

No answers yet

No answers on this topic

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

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Jeffery Albertson

System Administrator

Warren County R-III School DistrictEducation Management, 201-500 employees

View all 4 answers on this topic

Usability

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.

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Erika Tebbens

Business Strategist, Owner

Erika Tebbens ConsultingMarketing & Advertising, 1-10 employees

View all 1 answers on this topic

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.

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Elizabeth Cassidy

Senior Analyst, Customer Analytics

Alliance Data Card ServicesFinancial Services, 5001-10,000 employees

View all 22 answers on this topic

Support Rating

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.

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Marli Espinales

Internet Marketing Director and Consultant

Clicc Media IncMarketing and Advertising, 1-10 employees

View all 3 answers on this topic

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.

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Verified User

Technician in Information Technology

Information Technology & Services Company, 11-50 employees

View all 25 answers on this topic

Implementation Rating

No score

No answers yet

No answers on this topic

Freshdesk 10.0

Based on 2 answers

No, it is easy to do

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Victor Vũ

Network & System Specialist

De Heus LLCMachinery, 1001-5000 employees

View all 2 answers on this topic

Alternatives Considered

No answers on this topic

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.

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Verified User

Manager in Information Technology

Industrial Automation Company, 51-200 employees

View all 70 answers on this topic

Return on Investment

ROI - Saves me time on creating invoices and questionnaires.

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Marli Espinales

Internet Marketing Director and Consultant

Clicc Media IncMarketing and Advertising, 1-10 employees

View all 2 answers on this topic

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.

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Verified User

Director in Customer Service

Marketing and Advertising Company, 51-200 employees

View all 70 answers on this topic

Screenshots

—

See All (5) Freshdesk Screenshots

17hats

Freshdesk

17hats

Freshdesk

Customer data management / contact management

Workflow management

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

Contract management

Quote & order management

Interaction tracking

17hats

Freshdesk

Case management

17hats

Freshdesk

Lead management

17hats

Freshdesk

Task management

Billing and invoicing management

17hats

Freshdesk

Custom fields

Custom objects

17hats

Freshdesk

Single sign-on capability

Role-based user permissions

17hats

Freshdesk

Marketing automation

17hats

Freshdesk

Mobile access

17hats

Freshdesk

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

17hats

Freshdesk

External knowledge base

Internal knowledge base

17hats

Freshdesk

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

17hats

Freshdesk

17hats

Freshdesk

17hats

Freshdesk

17hats

Freshdesk

17hats

Freshdesk

Likelihood to Recommend

17hats

Freshdesk

Pros

17hats

Freshdesk

Cons

17hats

Freshdesk

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

17hats Editions & Modules