What users are saying about
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Top Rated
329 Ratings
8 Ratings

Freshdesk

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Top Rated
329 Ratings
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Score 8.5 out of 100
8 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    Incident and problem management

    8.5

    Freshdesk

    85%

    HelpCrunch

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.8
    88%
    51 Ratings
    N/A
    0 Ratings

    Expert directory

    7.9
    79%
    36 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.4
    84%
    3 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.6
    76%
    4 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    9.2
    92%
    51 Ratings
    N/A
    0 Ratings

    Ticket response

    9.1
    91%
    51 Ratings
    N/A
    0 Ratings

    Self Help Community

    8.3

    Freshdesk

    83%

    HelpCrunch

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 2/2 features

    External knowledge base

    7.9
    79%
    42 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    8.6
    86%
    43 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    8.5

    Freshdesk

    85%

    HelpCrunch

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 5/5 features

    Customer portal

    8.6
    86%
    44 Ratings
    N/A
    0 Ratings

    IVR

    8.6
    86%
    19 Ratings
    N/A
    0 Ratings

    Social integration

    8.2
    82%
    30 Ratings
    N/A
    0 Ratings

    Email support

    9.1
    91%
    51 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    7.8
    78%
    32 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Freshdesk is rated higher in 1 area: Likelihood to Recommend
    • HelpCrunch is rated higher in 1 area: Support Rating

    Likelihood to Recommend

    8.5

    Freshdesk

    85%
    121 Ratings
    8.0

    HelpCrunch

    80%
    4 Ratings

    Likelihood to Renew

    7.5

    Freshdesk

    75%
    8 Ratings

    HelpCrunch

    N/A
    0 Ratings

    Usability

    8.6

    Freshdesk

    86%
    29 Ratings

    HelpCrunch

    N/A
    0 Ratings

    Availability

    9.2

    Freshdesk

    92%
    2 Ratings

    HelpCrunch

    N/A
    0 Ratings

    Performance

    7.3

    Freshdesk

    73%
    2 Ratings

    HelpCrunch

    N/A
    0 Ratings

    Support Rating

    8.8

    Freshdesk

    88%
    31 Ratings
    10.0

    HelpCrunch

    100%
    2 Ratings

    In-Person Training

    8.2

    Freshdesk

    82%
    1 Rating

    HelpCrunch

    N/A
    0 Ratings

    Online Training

    7.3

    Freshdesk

    73%
    1 Rating

    HelpCrunch

    N/A
    0 Ratings

    Implementation Rating

    8.9

    Freshdesk

    89%
    50 Ratings

    HelpCrunch

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    9.2

    Freshdesk

    92%
    2 Ratings

    HelpCrunch

    N/A
    0 Ratings

    Product Scalability

    9.2

    Freshdesk

    92%
    2 Ratings

    HelpCrunch

    N/A
    0 Ratings

    Likelihood to Recommend

    Freshdesk

    We are a startup company that usually receives 30-100 tickets on a regular basis but we’re seeing that number grow steadily as our company grows. Our primary concern was automations because we wanted to ease the demand on our specialists so that they can focus on complex tickets and impeccable customer service. With Freshdesk, we were able to automate mundane tasks and shift our team’s focus on the more important things.
    Anonymous | TrustRadius Reviewer

    HelpCrunch

    Pros:- It is very easy to deploy out of the box.- Has good integration with most large scale platform and Operating Systems.Cons:- Because it is SaaS based, the used cases are very specific.
    Anonymous | TrustRadius Reviewer

    Pros

    Freshdesk

    • Creates great value for the organisation by providing a great managed portal for support and grievance.
    • Provides an amazing ticket-based system and gives an ability to get issues of the users which can be tracked and resolved through the system.
    • A wide range of integrations available, particularly for us the API-based integration has been performing really well.
    Partha Roy | TrustRadius Reviewer

    HelpCrunch

    • Fastest time to market - set up the application fast and easy.
    • The tags, filters, automated messaging and pop-ups are the best way to keep the potential customers engaged and achieve higher productivity.
    • Coolest dashboard where I can find all tabs, data, analytics, and insights to make better decisions and provide ultimate customer experience.
    Shahid Khan | TrustRadius Reviewer

    Cons

    Freshdesk

    • 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.
    Anonymous | TrustRadius Reviewer

    HelpCrunch

    • Not found any so far
    Alan Smith | TrustRadius Reviewer

    Pricing Details

    Freshdesk

    General

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

    Starting Price

    $0 Up to 10 agents per user

    Freshdesk Editions & Modules

    Edition
    Pro$491
    Free$02
    Growth$153
    Enterprise$693
    1. per month per agent
    2. Up to 10 agents
    3. per month per agent
    Additional Pricing Details

    HelpCrunch

    General

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

    Starting Price

    $12 per month

    HelpCrunch Editions & Modules

    Edition
    Basic - Live chat$12.001
    Premium - Live chat$21.001
    Basic - Live chat+Emails$25.001
    Premium - Live chat+Emails$43.001
    1. per month
    Additional Pricing Details
    Unlike most competitors, HelpCrunch's pricing is agent-based (not contacts-based) which gives you a full transparency of your chosen pricing plan and straightforward billing. Free 14-day trial is available to take the solution for a test drive. We're pretty flexible in terms of pricing. If you need a custom pricing plan - just message us via our website chat and we'll come up with a suitable pricing for your needs.

    Likelihood to Renew

    Freshdesk

    Freshdesk 7.5
    Based on 8 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

    HelpCrunch

    No score
    No answers yet
    No answers on this topic

    Usability

    Freshdesk

    Freshdesk 8.6
    Based on 29 answers
    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!
    Anonymous | TrustRadius Reviewer

    HelpCrunch

    No score
    No answers yet
    No answers on this topic

    Reliability and Availability

    Freshdesk

    Freshdesk 9.2
    Based on 2 answers
    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.
    Karan Thakur | TrustRadius Reviewer

    HelpCrunch

    No score
    No answers yet
    No answers on this topic

    Performance

    Freshdesk

    Freshdesk 7.3
    Based on 2 answers
    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.
    Karan Thakur | TrustRadius Reviewer

    HelpCrunch

    No score
    No answers yet
    No answers on this topic

    Support Rating

    Freshdesk

    Freshdesk 8.8
    Based on 31 answers
    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.
    Maria Wiley | TrustRadius Reviewer

    HelpCrunch

    HelpCrunch 10.0
    Based on 2 answers
    Always available, very knowledgeable, faster resolution.
    Shahid Khan | TrustRadius Reviewer

    In-Person Training

    Freshdesk

    Freshdesk 8.2
    Based on 1 answer
    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.
    Karan Thakur | TrustRadius Reviewer

    HelpCrunch

    No score
    No answers yet
    No answers on this topic

    Online Training

    Freshdesk

    Freshdesk 7.3
    Based on 1 answer
    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.
    Karan Thakur | TrustRadius Reviewer

    HelpCrunch

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    Freshdesk

    Freshdesk 8.9
    Based on 50 answers
    I wasn't the person who implemented the system however, I do recall the guy who did and said that it was very straightforward and did not need a tech-savvy IT guy to help. The only difficult thing was getting the staff familiar with the system so we could carry on as we were.
    Anonymous | TrustRadius Reviewer

    HelpCrunch

    No score
    No answers yet
    No answers on this topic

    Alternatives Considered

    Freshdesk

    The product that Freshdesk compares to the most on this list is Zendesk, which was considerably more expensive and was missing a server integration that we required. It did have a lot of great features, though, and its Support and Account Managers are located in the U.S. (vs. India), so if that matters for you, it might be worth a look. Intercom is catered mostly to Chat as a Support Channel and doesn't offer that, and it was also a lot more expensive than Freshdesk. Jira is ok, but we wanted something that was geared more towards Support and less towards Developers.
    Jared Lerner | TrustRadius Reviewer

    HelpCrunch

    HelpCrunch is more affordable than other alternatives on the market and offers better customer support.
    Anonymous | TrustRadius Reviewer

    Contract Terms and Pricing Model

    Freshdesk

    Freshdesk 9.2
    Based on 2 answers
    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.
    Karan Thakur | TrustRadius Reviewer

    HelpCrunch

    No score
    No answers yet
    No answers on this topic

    Scalability

    Freshdesk

    Freshdesk 9.2
    Based on 2 answers
    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.
    Karan Thakur | TrustRadius Reviewer

    HelpCrunch

    No score
    No answers yet
    No answers on this topic

    Return on Investment

    Freshdesk

    • It gave back a lot of time to managers by automatically routing or allowing teams to pick up tickets
    • Freshdesk was a less expensive alternative to Zendesk which is near identical
    • If you are getting more than 1 request a day, this is a no [brainer]
    John Reitz | TrustRadius Reviewer

    HelpCrunch

    • Great price point.
    • Effective self service platform.
    • Good alerting solution.
    Anonymous | TrustRadius Reviewer

    Screenshots

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