What users are saying about
124 Ratings
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Top Rated
351 Ratings
124 Ratings
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Score 8 out of 100

Freshdesk

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Top Rated
351 Ratings
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Score 8.5 out of 100

Feature Set Ratings

  • Freshdesk ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.1

Autotask PSA

71%
8.4

Freshdesk

84%
Freshdesk ranks higher in 6/9 features

Organize and prioritize service tickets

7.6
76%
29 Ratings
8.7
87%
60 Ratings

Expert directory

7.5
75%
23 Ratings
7.8
78%
43 Ratings

Service restoration

6.7
67%
19 Ratings
N/A
0 Ratings

Self-service tools

7.0
70%
23 Ratings
N/A
0 Ratings

Subscription-based notifications

7.4
74%
20 Ratings
8.4
84%
3 Ratings

ITSM collaboration and documentation

5.7
57%
20 Ratings
7.6
76%
4 Ratings

ITSM reports and dashboards

7.8
78%
23 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
8.9
89%
61 Ratings

Ticket response

N/A
0 Ratings
8.8
88%
61 Ratings

ITSM asset management

7.1

Autotask PSA

71%

Freshdesk

Feature Set Not Supported
N/A
Datto Autotask PSA ranks higher in 3/3 features

Configuration mangement

6.9
69%
22 Ratings
N/A
0 Ratings

Asset management dashboard

6.4
64%
20 Ratings
N/A
0 Ratings

Policy and contract enforcement

8.0
80%
17 Ratings
N/A
0 Ratings

Change management

7.5

Autotask PSA

75%

Freshdesk

Feature Set Not Supported
N/A
Datto Autotask PSA ranks higher in 3/3 features

Change requests repository

7.3
73%
24 Ratings
N/A
0 Ratings

Change calendar

7.0
70%
19 Ratings
N/A
0 Ratings

Service-level management

8.3
83%
26 Ratings
N/A
0 Ratings

Self Help Community

Autotask PSA

Feature Set Not Supported
N/A
8.1

Freshdesk

81%
Freshdesk ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
7.8
78%
52 Ratings

Internal knowledge base

N/A
0 Ratings
8.4
84%
53 Ratings

Multi-Channel Help

Autotask PSA

Feature Set Not Supported
N/A
8.2

Freshdesk

82%
Freshdesk ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
8.4
84%
52 Ratings

IVR

N/A
0 Ratings
8.2
82%
21 Ratings

Social integration

N/A
0 Ratings
7.9
79%
37 Ratings

Email support

N/A
0 Ratings
8.9
89%
60 Ratings

Help Desk CRM integration

N/A
0 Ratings
7.6
76%
38 Ratings

Attribute Ratings

  • Datto Autotask PSA is rated higher in 2 areas: Likelihood to Renew, Usability
  • Freshdesk is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

7.6

Autotask PSA

76%
29 Ratings
8.4

Freshdesk

84%
131 Ratings

Likelihood to Renew

9.0

Autotask PSA

90%
1 Rating
7.5

Freshdesk

75%
8 Ratings

Usability

9.0

Autotask PSA

90%
1 Rating
8.6

Freshdesk

86%
29 Ratings

Availability

Autotask PSA

N/A
0 Ratings
9.2

Freshdesk

92%
2 Ratings

Performance

Autotask PSA

N/A
0 Ratings
7.3

Freshdesk

73%
2 Ratings

Support Rating

8.4

Autotask PSA

84%
8 Ratings
8.7

Freshdesk

87%
32 Ratings

In-Person Training

Autotask PSA

N/A
0 Ratings
8.2

Freshdesk

82%
1 Rating

Online Training

Autotask PSA

N/A
0 Ratings
7.3

Freshdesk

73%
1 Rating

Implementation Rating

Autotask PSA

N/A
0 Ratings
8.7

Freshdesk

87%
60 Ratings

Configurability

Autotask PSA

N/A
0 Ratings
9.2

Freshdesk

92%
4 Ratings

Contract Terms and Pricing Model

Autotask PSA

N/A
0 Ratings
9.2

Freshdesk

92%
2 Ratings

Ease of integration

Autotask PSA

N/A
0 Ratings
8.2

Freshdesk

82%
2 Ratings

Product Scalability

Autotask PSA

N/A
0 Ratings
9.2

Freshdesk

92%
2 Ratings

Vendor post-sale

Autotask PSA

N/A
0 Ratings
8.2

Freshdesk

82%
2 Ratings

Vendor pre-sale

Autotask PSA

N/A
0 Ratings
7.3

Freshdesk

73%
2 Ratings

Likelihood to Recommend

Datto Inc

In my opinion, Datto Autotask is exceptionally complicated to set up, manage, and use on a daily basis. I would think the target market for this product would be someone managing a team of 20 - 50 people, possibly more. In my experience, for it to run properly you will need to dedicate at least half an FTE to running this product in an organization of that size per month. I would not recommend it for companies with less than 10 people or for companies that value quick communication with their clients. I would not recommend it for companies using Datto's RMM product. The integration exists, but it is clearly a bolt-on. They were not developed together and they are slow to talk to each other. Frequently you cannot add details from RMM sessions into the PSA without manually copying the ticket number, and if the ticket is more than a week old, then you can't even find it with the ticket number.
Read full review

Freshworks Inc

Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.
Read full review

Pros

Datto Inc

  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Read full review

Freshworks Inc

  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
Read full review

Cons

Datto Inc

  • The GUI is a little dated.
  • Some integrations are limited for not being a Datto product.
  • While not as complex to set up as Connectwise, it definitely requires some serious thought during the initial setup.
  • Email processing could offer more options for parsing keywords and allow for more automation.
  • The mobile app is just not worth using in my experience.
Read full review

Freshworks Inc

  • To be honest I never noticed any
  • It was smooth for me but one thing I found an issue for me as a developer I was required to send code sometimes but due to Freshdesk internal security scanning it was not allowing me to do so.
Read full review

Pricing Details

Autotask PSA

Starting Price

Editions & Modules

Autotask PSA editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    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

    Datto Inc

    After using multiple products on the market, Autotask was intuitive and easy to manage.
    Read full review

    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

    Datto Inc

    The work flow is much better then other competitors
    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

    Datto Inc

    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

    Datto Inc

    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

    Datto Inc

    They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
    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

    Datto Inc

    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

    Datto Inc

    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

    Datto Inc

    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

    Datto Inc

    The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want. Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask.
    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

    Datto Inc

    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

    Datto Inc

    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

    Datto Inc

    • We were able to identify the profitability of our entire client base.
    • We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask.
    • Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips.
    • Autotask is the heartbeat of our operation.
    Read full review

    Freshworks Inc

    • Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles.
    • We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed.
    • Our resolution time and turnaround time have decreased dramatically.
    • We are able to easily keep track of our support performance.
    Read full review

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