What users are saying about
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Top Rated
156 Ratings
4 Ratings
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Score 7.1 out of 100

Freshdesk

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Top Rated
156 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Deltek WorkBook

My recommendation very much depends on who the colleague is. I would recommend WorkBook if it is an accountant, project manager or someone similar, and if the setup is done within WorkBook and passwords, etc. are being used within WorkBook only. I would tell IT Managers to avoid the application and think twice in terms of access management etc.
Christopher Fritz | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Deltek WorkBook
7.8
Freshdesk
Task Management
Deltek WorkBook
8.1
Freshdesk
Resource Management
Deltek WorkBook
9.0
Freshdesk
Gantt Charts
Deltek WorkBook
9.0
Freshdesk
Scheduling
Deltek WorkBook
9.0
Freshdesk
Workflow Automation
Deltek WorkBook
6.1
Freshdesk
Team Collaboration
Deltek WorkBook
6.1
Freshdesk
Support for Agile Methodology
Deltek WorkBook
10.0
Freshdesk
Support for Waterfall Methodology
Deltek WorkBook
10.0
Freshdesk
Document Management
Deltek WorkBook
6.1
Freshdesk
Email integration
Deltek WorkBook
6.1
Freshdesk
Mobile Access
Deltek WorkBook
4.1
Freshdesk
Timesheet Tracking
Deltek WorkBook
7.1
Freshdesk
Change request and Case Management
Deltek WorkBook
10.0
Freshdesk
Budget and Expense Management
Deltek WorkBook
8.0
Freshdesk

Professional Services Automation

Deltek WorkBook
6.1
Freshdesk
Quotes/estimates
Deltek WorkBook
5.2
Freshdesk
Invoicing
Deltek WorkBook
6.1
Freshdesk
Project & financial reporting
Deltek WorkBook
6.1
Freshdesk
Integration with accounting software
Deltek WorkBook
7.1
Freshdesk

Incident and problem management

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

Self Help Community

Deltek WorkBook
Freshdesk
8.3
External knowledge base
Deltek WorkBook
Freshdesk
8.7
Internal knowledge base
Deltek WorkBook
Freshdesk
7.9

Multi-Channel Help

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

Pros

Deltek WorkBook

  • Workbook handles all processes in a consultancy company
  • Workflow options on all thinkable processes
  • Support global growth and intercompany management
  • Strong planning tool
  • Able to manage multiple clients to one project
  • Advanced template set-up
  • The communication module, so all relevant information is available on the projects
  • Flexible planning and project management
Frants E. Moraitis | TrustRadius Reviewer

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.
Jennifer Hess | TrustRadius Reviewer

Cons

Deltek WorkBook

  • The integrations on IT level are not great and should be improved.
  • Change of IP's that's used for logins are being changed without reporting it to super users.
Christopher Fritz | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Deltek WorkBook

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

Deltek WorkBook

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.
Mark Wright | TrustRadius Reviewer

Support Rating

Deltek WorkBook

No score
No answers yet
No answers on this topic

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.
Jeffery Albertson | TrustRadius Reviewer

Implementation Rating

Deltek WorkBook

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 1 answer
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Alternatives Considered

Deltek WorkBook

Timelog, e-conomic project module and podio
Frants E. Moraitis | TrustRadius Reviewer

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.
Naveen Gabrani | TrustRadius Reviewer

Return on Investment

Deltek WorkBook

  • WorkBook is one of the cheaper solutions on the market, which, in the long term, gives a great ROI.
  • We have spent a lot of time on support which is a negative impact.
Christopher Fritz | TrustRadius Reviewer

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.
Eric Weiss | TrustRadius Reviewer

Screenshots

Pricing Details

Deltek WorkBook

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Required
$19*

* per month

Deltek WorkBook Editions & Modules

Additional Pricing Details
BASIC PLAN INCLUDES TIME SHEET INCLUDES IPHONE & ANDROID APP Log your time on any job you have access to and get a reminder if you forget to submit hours. You can log your time on any job; billable, non-billable, customer jobs, and internal jobs. WorkBook also keeps track of absence entries and holiday requests. CUSTOMERS & PROJECTS Add as many customers, contacts, and projects/jobs as you like. Jobs are connected to clients and each job can be set to be billable, non-billable, internal, or a client job. COLLABORATION Collaborate with your colleagues and clients and keep track of comments, news, events, and notifications. Receive notifications whenever you need to approve anything, or a warning if something is about to go wrong. FILE SHARING Save all of your files in WorkBook and benefit from having them being kept secure in one, central location. Whenever a new customer or job is added, WorkBook will automatically create a folder structure (decided by you), allowing you to upload all of your documents and briefings to WorkBook. WorkBook will connect directly to your local file server or online storage, which means that you can save your files locally and have them be shown in WorkBook. Moreover, we have options to integrate with Google Drive or Dropbox.

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$01
Blossom$192
Garden$352
Estate$492
Forest$892
  1. Unlimited
  2. per Agent
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan . Higher plans at $19, $35, $49 and $89. The 21-day free trial covers all features at the Estate plan.

Rating Summary

Likelihood to Recommend

Deltek WorkBook
7.1
Freshdesk
9.1

Likelihood to Renew

Deltek WorkBook
Freshdesk
10.0

Usability

Deltek WorkBook
Freshdesk
10.0

Support Rating

Deltek WorkBook
Freshdesk
10.0

Implementation Rating

Deltek WorkBook
Freshdesk
10.0

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