What users are saying about
92 Ratings
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Top Rated
336 Ratings
92 Ratings
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Score 8.3 out of 100

Freshdesk

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Top Rated
336 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Feature Set Ratings

    Project Management

    7.8

    Bitrix24

    78%

    Freshdesk

    Feature Set Not Supported
    N/A
    Bitrix24 ranks higher in 7/7 features

    Task Management

    8.1
    81%
    19 Ratings
    N/A
    0 Ratings

    Gantt Charts

    7.6
    76%
    15 Ratings
    N/A
    0 Ratings

    Scheduling

    7.9
    79%
    16 Ratings
    N/A
    0 Ratings

    Workflow Automation

    8.1
    81%
    16 Ratings
    N/A
    0 Ratings

    Mobile Access

    7.6
    76%
    19 Ratings
    N/A
    0 Ratings

    Search

    7.3
    73%
    17 Ratings
    N/A
    0 Ratings

    Visual planning tools

    8.3
    83%
    17 Ratings
    N/A
    0 Ratings

    Communication

    7.9

    Bitrix24

    79%

    Freshdesk

    Feature Set Not Supported
    N/A
    Bitrix24 ranks higher in 8/8 features

    Chat

    8.3
    83%
    19 Ratings
    N/A
    0 Ratings

    Notifications

    7.8
    78%
    19 Ratings
    N/A
    0 Ratings

    Discussions

    8.2
    82%
    18 Ratings
    N/A
    0 Ratings

    Surveys

    8.7
    87%
    13 Ratings
    N/A
    0 Ratings

    Internal knowledgebase

    7.5
    75%
    16 Ratings
    N/A
    0 Ratings

    Integrates with GoToMeeting

    7.6
    76%
    8 Ratings
    N/A
    0 Ratings

    Integrates with Gmail and Google Hangouts

    7.4
    74%
    11 Ratings
    N/A
    0 Ratings

    Integrates with Outlook

    7.9
    79%
    10 Ratings
    N/A
    0 Ratings

    File Sharing & Management

    7.8

    Bitrix24

    78%

    Freshdesk

    Feature Set Not Supported
    N/A
    Bitrix24 ranks higher in 8/8 features

    Versioning

    7.6
    76%
    16 Ratings
    N/A
    0 Ratings

    Video files

    7.7
    77%
    14 Ratings
    N/A
    0 Ratings

    Audio files

    7.3
    73%
    13 Ratings
    N/A
    0 Ratings

    Document collaboration

    8.3
    83%
    20 Ratings
    N/A
    0 Ratings

    Access control

    7.6
    76%
    18 Ratings
    N/A
    0 Ratings

    Advanced security features

    7.4
    74%
    16 Ratings
    N/A
    0 Ratings

    Integrates with Google Drive

    8.3
    83%
    15 Ratings
    N/A
    0 Ratings

    Device sync

    8.3
    83%
    16 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Bitrix24

    Feature Set Not Supported
    N/A
    8.5

    Freshdesk

    85%
    Freshdesk ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.8
    88%
    56 Ratings

    Expert directory

    N/A
    0 Ratings
    7.9
    79%
    39 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
    9.2
    92%
    57 Ratings

    Ticket response

    N/A
    0 Ratings
    9.1
    91%
    57 Ratings

    Self Help Community

    Bitrix24

    Feature Set Not Supported
    N/A
    8.2

    Freshdesk

    82%
    Freshdesk ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.9
    79%
    48 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    8.6
    86%
    49 Ratings

    Multi-Channel Help

    Bitrix24

    Feature Set Not Supported
    N/A
    8.5

    Freshdesk

    85%
    Freshdesk ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.6
    86%
    48 Ratings

    IVR

    N/A
    0 Ratings
    8.6
    86%
    20 Ratings

    Social integration

    N/A
    0 Ratings
    8.2
    82%
    33 Ratings

    Email support

    N/A
    0 Ratings
    9.1
    91%
    56 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.8
    78%
    35 Ratings

    Attribute Ratings

    • Freshdesk is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    7.9

    Bitrix24

    79%
    20 Ratings
    8.5

    Freshdesk

    85%
    127 Ratings

    Likelihood to Renew

    Bitrix24

    N/A
    0 Ratings
    7.5

    Freshdesk

    75%
    8 Ratings

    Usability

    7.9

    Bitrix24

    79%
    7 Ratings
    8.6

    Freshdesk

    86%
    29 Ratings

    Availability

    Bitrix24

    N/A
    0 Ratings
    9.2

    Freshdesk

    92%
    2 Ratings

    Performance

    Bitrix24

    N/A
    0 Ratings
    7.3

    Freshdesk

    73%
    2 Ratings

    Support Rating

    8.0

    Bitrix24

    80%
    7 Ratings
    8.7

    Freshdesk

    87%
    32 Ratings

    In-Person Training

    Bitrix24

    N/A
    0 Ratings
    8.2

    Freshdesk

    82%
    1 Rating

    Online Training

    Bitrix24

    N/A
    0 Ratings
    7.3

    Freshdesk

    73%
    1 Rating

    Implementation Rating

    Bitrix24

    N/A
    0 Ratings
    8.9

    Freshdesk

    89%
    56 Ratings

    Configurability

    Bitrix24

    N/A
    0 Ratings
    9.2

    Freshdesk

    92%
    2 Ratings

    Contract Terms and Pricing Model

    Bitrix24

    N/A
    0 Ratings
    9.2

    Freshdesk

    92%
    2 Ratings

    Ease of integration

    Bitrix24

    N/A
    0 Ratings
    8.2

    Freshdesk

    82%
    1 Rating

    Product Scalability

    Bitrix24

    N/A
    0 Ratings
    9.2

    Freshdesk

    92%
    2 Ratings

    Vendor post-sale

    Bitrix24

    N/A
    0 Ratings
    8.2

    Freshdesk

    82%
    1 Rating

    Vendor pre-sale

    Bitrix24

    N/A
    0 Ratings
    7.3

    Freshdesk

    73%
    1 Rating

    Likelihood to Recommend

    Bitrix24

    One application unifies the entire sales cycle from leads to collaborating with internal team members. Why use 3, 4, or 5 programs, just use one. Yes, it might not always be the fastest, but when you don't need to switch from one application to the next, in the end, you are saving some time. If you also use Google Drive, you can share files with this program too. If you also need to track time for projects or with clients, this has a time tracking feature too. The visuals in Bitrix24 are awesome, if you like to see projects, plans, team's tasks visually, this is for you!
    Read full review

    Freshworks Inc

    Ease of learning and use by the employee and the method of presentation, but in the last update, we found that messages were not sent, and the solution was to reload the page to be sent, and this happens many times a day.
    Read full review

    Pros

    Bitrix24

    • Huge opportunities for customization, integration with other services. Easy search for solutions to setup questions.
    • The ability to write letters directly from the system with the help of a binding for working mail.
    • The presence of an application for Android. This helps to get access anywhere.
    Read full review

    Freshworks Inc

    • The web interface is very nice.
    • We have the options to configure everything as it best suits us.
    • Having a mobile app in addition to the browser version can be very helpful at times.
    • Even though we are on the free plan, we've had to contact support a few times and they have been absolutely great - extremely helpful and prompt.
    Read full review

    Cons

    Bitrix24

    • It's user interface can use some work. Although it doesn't take as long as some other software to learn, there is still a bit of a learning curve when it comes to day to day usage.
    • Bitrix offers a lot of features. It would be nice to have those features laid out in an easier-to-read layout, versus the long list at the side of the page.
    • It's mobile app functionality is quite limited. It can be difficult to work with other team members, solely off of their mobile app.
    Read full review

    Freshworks Inc

    • One of the things that persuaded me to choose Freshdesk was the inclusion of a user type called "Ticket Collaborator." This user type allows managers and members of other teams to read tickets and leave private comments without having to use up a paid seat. However, collaborators must be added manually to each ticket for visibility, even if they have permission to see all tickets. It would be much more useful if there could be a "Ticket Collaborator" user type that has access to all tickets automatically, without the need to be manually added to each and every ticket.
    • Ticket fields cannot be configured with default settings, specifically text boxes. To aid customers in providing an appropriate level of information, we wanted to add a template for them to use. However, this functionality is not provided by default, and we were only able to do this via scripting, kindly provided by Freshdesk's Support team. Other ticketing systems have the ability to set a default value or template text for ticket fields as standard, and adding this feature would make Freshdesk even more awesome.
    • The Jira plug-in is pretty decent, but there are some improvements that could be made. First of all, it would be good if syncing used some kind of default administrator account such that comments synced from Jira to Freshdesk appeared from "Freshdesk Admin" instead of the Freshdesk administrator who set up the account. Secondly, when the plug-in creates a Jira ticket, the text of the description in Jira often appears different from that of the original Freshdesk ticket description and has to be manually formatted to make it readable (bullet points and line breaks specifically). These are minor points but would help to make the plug-in more robust and make for a better user experience overall.
    • Reporting functionality does not have any way of visualizing cumulative totals. So while it is possible to generate reports on incoming ticket number that is filtered by week/month/quarter/year, there is no simple way of seeing a cumulative total over time to see trends better.
    • There is no simple way to manage attached files. If you want to see attached files in a ticket, then you have to go through every single response with an attached file and then manually download the files one by one. Yes, there is a paid extension that helps with this, but this kind of functionality should be built into the product itself.
    Read full review

    Pricing Details

    Bitrix24

    Starting Price

    $49 per month 5 Users

    Editions & Modules

    Bitrix24 editions and modules pricing
    EditionModules
    BASIC$49.001
    STANDARD$99.002
    PROFESSIONAL$199.003
    Enterprise$399.004
    Enterprise 250$399.005
    Enterprise 500$639.006
    Enterprise 1000$799.007

    Footnotes

    1. per month 5 Users
    2. per month 50 Users
    3. per month 100 Users
    4. per month 250 Users
    5. per month 250 Users
    6. per month 500 Users
    7. per month 1000 Users

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Price per month when paying for 1 year.

    Freshdesk

    Starting Price

    $0 Up to 10 agents per user

    Editions & Modules

    Freshdesk editions and modules pricing
    EditionModules
    Pro$491
    Free$02
    Growth$153
    Enterprise$694

    Footnotes

    1. per month per agent
    2. Up to 10 agents
    3. per month per agent
    4. per month per agent

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    Likelihood to Renew

    Bitrix24

    No answers on this topic

    Freshworks Inc

    We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
    Read full review

    Usability

    Bitrix24

    This application is a complete scam and way over priced for what you are getting. They are filled full of false advertising and false statements regarding integrations. They claim to integrate with quickbooks and they DO NOT. This software accomplished nothing but making our day to day lives more difficult and wasted months of our time attempting to build out.
    Read full review

    Freshworks Inc

    I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
    Read full review

    Reliability and Availability

    Bitrix24

    No answers on this topic

    Freshworks Inc

    I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
    Read full review

    Performance

    Bitrix24

    No answers on this topic

    Freshworks Inc

    The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
    Read full review

    Support Rating

    Bitrix24

    It comes with a lot of features for managing customers relation for making a dynamic marketing strategy. Sharing and attaching any type of file makes our work much easier for our portfolio. I personally don’t like its customer service that needs to be vigilant and should know the way they should treat their clients
    Read full review

    Freshworks Inc

    The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
    Read full review

    In-Person Training

    Bitrix24

    No answers on this topic

    Freshworks Inc

    In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
    Read full review

    Online Training

    Bitrix24

    No answers on this topic

    Freshworks Inc

    This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
    Read full review

    Implementation Rating

    Bitrix24

    No answers on this topic

    Freshworks Inc

    For the three years of using and implementing Freshdesk in the company, it has progressed massively. I can still remember that the features it had before are nothing compared to now. It has a lot of app integration which makes system communications effective and easier. Everything in the business now complements Freshdesk. The processes and workflows we have is the best fit with Freshdesk.
    Read full review

    Alternatives Considered

    Bitrix24

    We went with Bitrix because it avoided the per seat cost of large sales teams. We discovered you get what you pay for. We wasted $800 given their no refund policy, but more importantly lost 3 months of quality sales management
    Read full review

    Freshworks Inc

    Freshdesk offers a free trial of 21 days and the onboarding is a very smooth process. It is comparatively cheaper than its competitors and the UX is far more simple than the other products in the market. Also, the customer support that we get post the purchase is brilliant and the available in-app integrations prove to be very efficient and helpful.
    Read full review

    Contract Terms and Pricing Model

    Bitrix24

    No answers on this topic

    Freshworks Inc

    The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
    Read full review

    Scalability

    Bitrix24

    No answers on this topic

    Freshworks Inc

    The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
    Read full review

    Return on Investment

    Bitrix24

    • It definitely has a positive impact as it helps with collaboration and improves data health.
    • Overall it reduces time and speeds up the processes and helps achieve more in the less time.
    • It has helped target the right customers and the success ration or the success rate has gone up when we have sent out marketing campaigns.
    Read full review

    Freshworks Inc

    • Customer response time has improved.
    • The ability to see past emails and conversations easily has improved business productivity.
    • The ability to see which staff members are lacking compared to others and therefore has helped us to train them up to expected levels.
    Read full review

    Screenshots

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