3 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 9.5 out of 100
Based on 3 reviews and ratings
Top Rated
166 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
Based on 166 reviews and ratings
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.
Internet Marketing Director and Consultant
Clicc Media IncMarketing and Advertising, 1-10 employees
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.

Verified User
Supervisor in Information Technology
Education Management Company, 1001-5000 employeesFeature 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
Internet Marketing Director and Consultant
Clicc Media IncMarketing and Advertising, 1-10 employees
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.
Designer, Developer & CEO
SOFO STUDIOS, LLCGraphic Design, 1-10 employees
Cons
17hats
- Cheaper credit card charges
- Ability to tweak their questionnaires a bit more
Internet Marketing Director and Consultant
Clicc Media IncMarketing and Advertising, 1-10 employees
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.

Verified User
Project Manager in Product Management
Internet Company, 1-10 employeesLikelihood 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
System Administrator
Warren County R-III School DistrictEducation Management, 201-500 employees
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.
IT Support Manager, UK & Ireland
Innovative Software 360 LtdInformation Technology and Services, 11-50 employees
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.
Internet Marketing Director and Consultant
Clicc Media IncMarketing and Advertising, 1-10 employees
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.
System Administrator
Warren County R-III School DistrictEducation Management, 201-500 employees
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
Network & System Specialist
De Heus LLCMachinery, 1001-5000 employees
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.
Founder/CEO
Astrea IT Services Pvt LtdComputer Software, 51-200 employees
Return on Investment
17hats
- ROI - Saves me time on creating invoices and questionnaires.
Internet Marketing Director and Consultant
Clicc Media IncMarketing and Advertising, 1-10 employees
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.
Customer Service Representative
HatchbuckComputer Software, 11-50 employees
Screenshots
17hats
—Pricing Details
17hats
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
—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 | Free |
---|---|
Blossom | $192 |
Garden | $452 |
Estate | $692 |
Forest | $1252 |
Estate Omnichannel | $992 |
Forest Omnichannel | $1692 |
- per month