What users are saying about
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Top Rated
237 Ratings
2 Ratings

Freshdesk

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Top Rated
237 Ratings
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Score 8.4 out of 100
2 Ratings
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Score 9.7 out of 100

Likelihood to Recommend

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

HaloPSA

We have tried several PSA providers, some well known and others not so much, and HaloPSA was the only one that we found to have the right balance between functionality, usability, and price. The system is really easy to use, comprehensive, very clean and responsive, and what also really pushed it ahead is the excellent support they provide--fast, thorough, and very approachable.
Michael Rubin | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Pros

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

HaloPSA

  • Support ticket system--Very comprehensive and configurable
  • Great user interface--Modern, intuitive, and fast
  • Fantastic array of integrations available at no extra charge
  • Very competitive price
Michael Rubin | TrustRadius Reviewer

Cons

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

HaloPSA

No answers on this topic

Likelihood to Renew

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

HaloPSA

No score
No answers yet
No answers on this topic

Usability

Freshdesk

Freshdesk 8.8
Based on 18 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

HaloPSA

No score
No answers yet
No answers on this topic

Support Rating

Freshdesk

Freshdesk 9.1
Based on 19 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

HaloPSA

No score
No answers yet
No answers on this topic

Implementation Rating

Freshdesk

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

HaloPSA

No score
No answers yet
No answers on this topic

Alternatives Considered

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

HaloPSA

We have used and tried several other PSA vendors and HaloPSA was our favorite by far. Many others were either much too overly complicated, clunky, slow to respond to issues, incomplete, or they simply failed to deliver on promises made, especially in terms of integrations.
Michael Rubin | TrustRadius Reviewer

Return on Investment

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

HaloPSA

  • Our teams have been brought closer together
  • We are more accessible to our clients thanks to HaloPSA
  • All aspects of the business are covered under one system
Michael Rubin | TrustRadius Reviewer

Screenshots

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. none
  2. 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.

HaloPSA

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

HaloPSA Editions & Modules

On-premise Edition
All-inclusive PSA Software$291
  1. per user/month
SaaS Edition
All-inclusive PSA Software$291
  1. per user/month
Additional Pricing Details
15% discount for all charities, educational institutions and non-profit organisations.

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
HaloPSA
10.0

Likelihood to Renew

Freshdesk
10.0
HaloPSA

Usability

Freshdesk
8.8
HaloPSA

Support Rating

Freshdesk
9.1
HaloPSA

Implementation Rating

Freshdesk
10.0
HaloPSA

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