17hats vs Freshdesk | TrustRadius

Likelihood to Recommend

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.

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Marli Espinales

Internet Marketing Director and Consultant

Clicc Media IncMarketing and Advertising, 1-10 employees

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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.

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Verified User

Supervisor in Information Technology

Education Management Company, 1001-5000 employees

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Feature Rating Comparison

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

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

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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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.

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Jennifer Hess

Designer, Developer & CEO

SOFO STUDIOS, LLCGraphic Design, 1-10 employees

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Cons

Cheaper credit card charges
Ability to tweak their questionnaires a bit more

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Marli Espinales

Internet Marketing Director and Consultant

Clicc Media IncMarketing and Advertising, 1-10 employees

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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.

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Verified User

Project Manager in Product Management

Internet Company, 1-10 employees

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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

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Usability

No score

No answers yet

No answers on this topic

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.

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Mark Wright

IT Support Manager, UK & Ireland

Innovative Software 360 LtdInformation Technology and Services, 11-50 employees

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Support Rating

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.

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Marli Espinales

Internet Marketing Director and Consultant

Clicc Media IncMarketing and Advertising, 1-10 employees

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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.

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Jeffery Albertson

System Administrator

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

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Implementation Rating

No score

No answers yet

No answers on this topic

Freshdesk 10.0

Based on 1 answer

No, it is easy to do

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Victor Vũ

Network & System Specialist

De Heus LLCMachinery, 1001-5000 employees

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Alternatives Considered

No answers on this topic

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.

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Naveen Gabrani

Founder/CEO

Astrea IT Services Pvt LtdComputer Software, 51-200 employees

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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

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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.

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Eric Weiss

Customer Service Representative

HatchbuckComputer Software, 11-50 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

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?

No

Freshdesk Editions & Modules

Edition

Sprout	Free
Blossom	$19²
Garden	$45²
Estate	$69²
Forest	$125²
Estate Omnichannel	$99²
Forest Omnichannel	$169²

per month

Additional Pricing Details

Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19, $45, $69 and $125. The 21-day free trial covers all features at the Estate plan.

Rating Summary

17hats

Freshdesk

17hats

Freshdesk

17hats

Freshdesk

17hats

Freshdesk

17hats

Freshdesk

Likelihood to Recommend

17hats

Freshdesk

Feature Rating Comparison

Customer data management / contact management

Workflow management

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

Contract management

Quote & order management

Interaction tracking

Case management

Lead management

Task management

Billing and invoicing management

Custom fields

Single sign-on capability

Role-based user permissions

Marketing automation

Mobile access

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

External knowledge base

Internal knowledge base

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

17hats

Freshdesk

Cons

17hats

Freshdesk

Likelihood to Renew

17hats

Freshdesk

Usability

17hats

Freshdesk

Support Rating

17hats

Freshdesk

Implementation Rating

17hats

Freshdesk

Alternatives Considered

17hats

Freshdesk

Return on Investment

17hats

Freshdesk

Screenshots

17hats

Freshdesk

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

17hats Editions & Modules

Edition

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Freshdesk Editions & Modules

Edition

Additional Pricing Details

Rating Summary

Add comparison