What users are saying about
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60 Ratings
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Top Rated
213 Ratings

Bitrix24

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60 Ratings
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Score 7.9 out of 100

Freshdesk

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Top Rated
213 Ratings
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Score 8.5 out of 100

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!
Sanjit Mandal | TrustRadius Reviewer

Freshdesk

Freshdesk does not meet expectations by requiring such a complicated installation for desktop computers, which makes it suitable mainly if you are going to work from the cloud. Based on that it is feasible that the information of each attendance performed is stored online instead of downloading it. The situation where Freshdesk can be most useful is when you need to constantly review lists of support tickets. As easy as it is to find your way around the platform and organize such lists, there is no problem in needing data quickly. It is recommended to improve the support operations of any type of startup, mainly because its model is much more adaptable to the type of small business that can pay more attention to a specific customer.
Maria Wiley | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Bitrix24
7.5
Freshdesk
Task Management
Bitrix24
7.9
Freshdesk
Gantt Charts
Bitrix24
7.5
Freshdesk
Scheduling
Bitrix24
7.3
Freshdesk
Workflow Automation
Bitrix24
7.7
Freshdesk
Mobile Access
Bitrix24
6.9
Freshdesk
Search
Bitrix24
7.3
Freshdesk
Visual planning tools
Bitrix24
7.7
Freshdesk

Communication

Bitrix24
7.6
Freshdesk
Chat
Bitrix24
7.6
Freshdesk
Notifications
Bitrix24
7.5
Freshdesk
Discussions
Bitrix24
7.9
Freshdesk
Surveys
Bitrix24
8.3
Freshdesk
Internal knowledgebase
Bitrix24
7.5
Freshdesk
Integrates with GoToMeeting
Bitrix24
7.1
Freshdesk
Integrates with Gmail and Google Hangouts
Bitrix24
7.1
Freshdesk
Integrates with Outlook
Bitrix24
7.4
Freshdesk

File Sharing & Management

Bitrix24
7.6
Freshdesk
Versioning
Bitrix24
7.5
Freshdesk
Video files
Bitrix24
7.1
Freshdesk
Audio files
Bitrix24
7.5
Freshdesk
Document collaboration
Bitrix24
7.9
Freshdesk
Access control
Bitrix24
7.6
Freshdesk
Advanced security features
Bitrix24
7.3
Freshdesk
Integrates with Google Drive
Bitrix24
7.9
Freshdesk
Device sync
Bitrix24
8.0
Freshdesk

Incident and problem management

Bitrix24
Freshdesk
8.7
Organize and prioritize service tickets
Bitrix24
Freshdesk
9.0
Expert directory
Bitrix24
Freshdesk
8.4
Subscription-based notifications
Bitrix24
Freshdesk
8.4
ITSM collaboration and documentation
Bitrix24
Freshdesk
7.6
Ticket creation and submission
Bitrix24
Freshdesk
9.3
Ticket response
Bitrix24
Freshdesk
9.7

Self Help Community

Bitrix24
Freshdesk
8.3
External knowledge base
Bitrix24
Freshdesk
8.7
Internal knowledge base
Bitrix24
Freshdesk
7.9

Multi-Channel Help

Bitrix24
Freshdesk
7.4
Customer portal
Bitrix24
Freshdesk
8.4
IVR
Bitrix24
Freshdesk
3.0
Social integration
Bitrix24
Freshdesk
7.6
Email support
Bitrix24
Freshdesk
9.8
Help Desk CRM integration
Bitrix24
Freshdesk
8.3

Pros

Bitrix24

  • The internal HR manager in Bitrix24 does not allow us to create sufficiently structured graphical lists of all absences that each employee has taken during his career within the company, and of all accessibility requests by employees to access some limited functionalities within the service.
  • When it comes to group management work, it has been good to be able to identify elements within the service that remain oriented to business processes, such as the specialized area of web sales. Based on that, Bitrix24 is a good service to be able to manage business directly and to bring in leads on an ongoing basis, while still having positive results.
  • It is well known that despite being a sales and CRM service, Bitrix24 has enough features to be able to plan projects of different scopes. Each of the project setup operations that can be executed within the Bitrix24 platform are accurate, or at least seem better and more streamlined than with any other service we've had the opportunity to test.
  • Bitrix24 automates the execution of administrative dynamics to optimize the overall sales force level, thus leading to better level transactions within the sales modalities, and by integrating Bitrix24 with other sales services, it is possible to mobilize the documents of operations performed from one service to another.
  • It can also be used to increase the quality level of the technical support operations that our support staff manages, as it allows for reviews of each support session, in order to evaluate the technician in question who is talking to customers while he is working in real time.
  • In the case of managing crossover operations, we believe that Bitrix24 offers a good level of analysis for such crossovers, even when you need to work surprisingly with charts of various shapes that require a large number of crossovers. This information on graphs and reports coming from Bitrix24 is very easy to configure to match the technical formats or general aspects of any other CRM, without losing the quality of the work.
Susan Everett | TrustRadius Reviewer

Freshdesk

  • A built-in phone system that clients use to reach our agents
  • Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
  • The support portal is a one-stop destination where customers find answers and reach out for help.
  • The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.
Elizabeth Cassidy | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

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
John Reitz | TrustRadius Reviewer

Likelihood to Renew

Bitrix24

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
Jeffery Albertson | TrustRadius Reviewer

Usability

Bitrix24

Bitrix24 7.7
Based on 10 answers
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.
Lee holter | TrustRadius Reviewer

Freshdesk

Freshdesk 8.7
Based on 20 answers
Freshdesk is by far the easiest to use Help Desk software that I have ever used. It is much simpler for day to day use. While it lacks some of the invoicing and CRM features of more cumbersome software, it more than makes up for this by being easy to use and quick for users to learn. The setup was fast as well.
Mikel Seidl | TrustRadius Reviewer

Support Rating

Bitrix24

Bitrix24 7.7
Based on 10 answers
The support offered by Bitrix24 is quite good; they also have a help center on their website that explains in detail each section of the tool and in many cases they include videos that provide a lot of valuable information. Perhaps if they could improve their service time for tickets, development would be great.
Anonymous | TrustRadius Reviewer

Freshdesk

Freshdesk 8.9
Based on 21 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.
Anonymous | TrustRadius Reviewer

Implementation Rating

Bitrix24

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 2 answers
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Alternatives Considered

Bitrix24

The choice of the B24 was prompted by the fact that in 2012 the company had a box version, but without the CMR. The license was expired, the version was no longer supported by B24. In the stages, the company's directorate drove the employees into tasks for B24, but with different success. However, most of the B24 was still familiar.
Oleg Galimov | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Bitrix24

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Bitrix24 Editions & Modules

On-premise Edition
Bitrix24.CRM$1,341
BusinessStarting at $2,691
    SaaS Edition
    FreeFree
    Start+14.402
    CRM+41.402
    Project+41.402
    Standard59.402
    Professional119.402
    1. 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
    SproutFree
    Blossom$15.002
    Garden$35.002
    Estate$49.002
    Forest$99.002
    Estate Omnichannel$79.002
    Forest Omnichannel$139.002
    1. 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.

    Rating Summary

    Likelihood to Recommend

    Bitrix24
    7.6
    Freshdesk
    8.6

    Likelihood to Renew

    Bitrix24
    Freshdesk
    10.0

    Usability

    Bitrix24
    7.7
    Freshdesk
    8.7

    Support Rating

    Bitrix24
    7.7
    Freshdesk
    8.9

    Implementation Rating

    Bitrix24
    Freshdesk
    10.0

    Add comparison