7 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9.1 out of 100
Based on 7 reviews and ratings
Top Rated
258 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.4 out of 100
Based on 258 reviews and ratings
Feature Set Ratings
Sales Force Automation
9.5
17hats
95%

Freshdesk
Feature Set Not Supported
N/A
17hats ranks higher in 6/6 features
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
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
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
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
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
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
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
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
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
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
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.
Business Strategist, Owner
Erika Tebbens ConsultingMarketing & Advertising, 1-10 employees
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

Verified User
C-Level Executive in Information Technology
Higher Education Company, 201-500 employeesPros
17hats
- Invoicing
- Creating online questionnaire
Internet Marketing Director and Consultant
Clicc Media IncMarketing and Advertising, 1-10 employees
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.
Master of Busines Administration
SSDIGITALCOMarketing & Advertising, 201-500 employees
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.
Business Strategist, Owner
Erika Tebbens ConsultingMarketing & Advertising, 1-10 employees
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
Creative Director
Links Technology SolutionsInternet, 51-200 employees
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 |
---|
- 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
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
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
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.
Business Strategist, Owner
Erika Tebbens ConsultingMarketing & Advertising, 1-10 employees
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.
Senior Analyst, Customer Analytics
Alliance Data Card ServicesFinancial Services, 5001-10,000 employees
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.
Internet Marketing Director and Consultant
Clicc Media IncMarketing and Advertising, 1-10 employees
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.

Verified User
Technician in Information Technology
Information Technology & Services Company, 11-50 employeesImplementation 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
Network & System Specialist
De Heus LLCMachinery, 1001-5000 employees
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.

Verified User
Manager in Information Technology
Industrial Automation Company, 51-200 employeesReturn 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
- 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.

Verified User
Director in Customer Service
Marketing and Advertising Company, 51-200 employees