What users are saying about
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Top Rated
349 Ratings
27 Ratings

Freshdesk

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Top Rated
349 Ratings
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Score 8.5 out of 100
27 Ratings
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Score 8.7 out of 100

Feature Set Ratings

    Incident and problem management

    8.4

    Freshdesk

    84%

    HoneyBook

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

    Organize and prioritize service tickets

    8.7
    87%
    60 Ratings
    N/A
    0 Ratings

    Expert directory

    7.8
    78%
    43 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

    8.9
    89%
    61 Ratings
    N/A
    0 Ratings

    Ticket response

    8.8
    88%
    61 Ratings
    N/A
    0 Ratings

    Self Help Community

    8.1

    Freshdesk

    81%

    HoneyBook

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

    External knowledge base

    7.8
    78%
    52 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    8.4
    84%
    53 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    8.2

    Freshdesk

    82%

    HoneyBook

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

    Customer portal

    8.4
    84%
    52 Ratings
    N/A
    0 Ratings

    IVR

    8.2
    82%
    21 Ratings
    N/A
    0 Ratings

    Social integration

    7.9
    79%
    37 Ratings
    N/A
    0 Ratings

    Email support

    8.9
    89%
    60 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    7.6
    76%
    38 Ratings
    N/A
    0 Ratings

    Sales Force Automation

    Freshdesk

    Feature Set Not Supported
    N/A
    6.6

    HoneyBook

    66%
    HoneyBook ranks higher in 7/7 features

    Customer data management / contact management

    N/A
    0 Ratings
    6.4
    64%
    9 Ratings

    Workflow management

    N/A
    0 Ratings
    6.1
    61%
    8 Ratings

    Opportunity management

    N/A
    0 Ratings
    6.8
    68%
    8 Ratings

    Integration with email client (e.g., Outlook or Gmail)

    N/A
    0 Ratings
    6.5
    65%
    8 Ratings

    Contract management

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Quote & order management

    N/A
    0 Ratings
    6.9
    69%
    7 Ratings

    Interaction tracking

    N/A
    0 Ratings
    5.6
    56%
    7 Ratings

    Customer Service & Support

    Freshdesk

    Feature Set Not Supported
    N/A
    5.7

    HoneyBook

    57%
    HoneyBook ranks higher in 2/2 features

    Case management

    N/A
    0 Ratings
    5.4
    54%
    5 Ratings

    Help desk management

    N/A
    0 Ratings
    6.0
    60%
    6 Ratings

    Marketing Automation

    Freshdesk

    Feature Set Not Supported
    N/A
    4.9

    HoneyBook

    49%
    HoneyBook ranks higher in 1/1 features

    Lead management

    N/A
    0 Ratings
    4.9
    49%
    7 Ratings

    CRM Project Management

    Freshdesk

    Feature Set Not Supported
    N/A
    6.1

    HoneyBook

    61%
    HoneyBook ranks higher in 3/3 features

    Task management

    N/A
    0 Ratings
    5.4
    54%
    9 Ratings

    Billing and invoicing management

    N/A
    0 Ratings
    7.2
    72%
    8 Ratings

    Reporting

    N/A
    0 Ratings
    5.6
    56%
    8 Ratings

    CRM Reporting & Analytics

    Freshdesk

    Feature Set Not Supported
    N/A
    4.7

    HoneyBook

    47%
    HoneyBook ranks higher in 1/1 features

    Customizable reports

    N/A
    0 Ratings
    4.7
    47%
    6 Ratings

    Customization

    Freshdesk

    Feature Set Not Supported
    N/A
    6.2

    HoneyBook

    62%
    HoneyBook ranks higher in 2/2 features

    Custom fields

    N/A
    0 Ratings
    6.8
    68%
    8 Ratings

    Custom objects

    N/A
    0 Ratings
    5.5
    55%
    8 Ratings

    Security

    Freshdesk

    Feature Set Not Supported
    N/A
    5.6

    HoneyBook

    56%
    HoneyBook ranks higher in 2/2 features

    Single sign-on capability

    N/A
    0 Ratings
    6.0
    60%
    6 Ratings

    Role-based user permissions

    N/A
    0 Ratings
    5.2
    52%
    7 Ratings

    Platform

    Freshdesk

    Feature Set Not Supported
    N/A
    6.5

    HoneyBook

    65%
    HoneyBook ranks higher in 1/1 features

    Mobile access

    N/A
    0 Ratings
    6.5
    65%
    8 Ratings

    Attribute Ratings

    • Freshdesk is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating
    • HoneyBook is rated higher in 1 area: Likelihood to Renew

    Likelihood to Recommend

    8.4

    Freshdesk

    84%
    131 Ratings
    7.7

    HoneyBook

    77%
    9 Ratings

    Likelihood to Renew

    7.5

    Freshdesk

    75%
    8 Ratings
    9.0

    HoneyBook

    90%
    1 Rating

    Usability

    8.6

    Freshdesk

    86%
    29 Ratings
    7.1

    HoneyBook

    71%
    7 Ratings

    Availability

    9.2

    Freshdesk

    92%
    2 Ratings

    HoneyBook

    N/A
    0 Ratings

    Performance

    7.3

    Freshdesk

    73%
    2 Ratings

    HoneyBook

    N/A
    0 Ratings

    Support Rating

    8.7

    Freshdesk

    87%
    32 Ratings
    7.2

    HoneyBook

    72%
    7 Ratings

    In-Person Training

    8.2

    Freshdesk

    82%
    1 Rating

    HoneyBook

    N/A
    0 Ratings

    Online Training

    7.3

    Freshdesk

    73%
    1 Rating

    HoneyBook

    N/A
    0 Ratings

    Implementation Rating

    8.7

    Freshdesk

    87%
    60 Ratings

    HoneyBook

    N/A
    0 Ratings

    Configurability

    9.2

    Freshdesk

    92%
    4 Ratings

    HoneyBook

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    9.2

    Freshdesk

    92%
    2 Ratings

    HoneyBook

    N/A
    0 Ratings

    Ease of integration

    8.2

    Freshdesk

    82%
    2 Ratings

    HoneyBook

    N/A
    0 Ratings

    Product Scalability

    9.2

    Freshdesk

    92%
    2 Ratings

    HoneyBook

    N/A
    0 Ratings

    Vendor post-sale

    8.2

    Freshdesk

    82%
    2 Ratings

    HoneyBook

    N/A
    0 Ratings

    Vendor pre-sale

    7.3

    Freshdesk

    73%
    2 Ratings

    HoneyBook

    N/A
    0 Ratings

    Likelihood to Recommend

    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

    HoneyBook

    I would recommend Honeybook to other coaches, consultants, and small business owners. It may not be appropriate for a large team's use, but works for the size of organization I currently own and manage. It also integrates with QuickBooks and makes financial data management fairly seamless.
    Read full review

    Pros

    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

    HoneyBook

    • HoneyBook offers incredible resources to train users how to best use their system. It's informative and eye-opening to watch one of their training sessions.
    • I love how easy HoneyBook makes it to create highly professional materials that are beautiful. Its brochures and selling materials are stellar and I'm able to streamline the process without feeling like I actually have to sell my capabilities.
    • I'm thrilled with the billing system and how simple it is to automate. I love that I can see how my customers have engaged with the bills.
    • The app helps me feel connected to my leads and data while I'm away from my computer.
    Read full review

    Cons

    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

    HoneyBook

    • The online scheduling tool does not work with different time zones very well. It doesn't automatically adjust to my clients' timezones and it doesn't even have many international time zones as an option! I had 3 clients in a row schedule meetings at the wrong time when I first started using HoneyBook's scheduler. I had to switch to Calendly because HoneyBook's scheduling tool was causing me to lose business.
    • The transaction fees for instant deposits are expensive.
    • [I believe} many of the features on HoneyBook are half-baked. It's marketed as an all-in-one business management platform, but I'm still using Calendly, Google Drive, Typeform, Clockify, and ClickUp because HoneyBook's equivalent features aren't as sophisticated or as easy to use.
    • The notes section for client projects does not have much space or allow for any custom formatting such as hyperlinks, bold text, highlighted text, etc. Tools such as Teamwork, Pipedrive, Asana, and ClickUp do a much better job at displaying this type of information.
    Read full review

    Pricing 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

    HoneyBook

    Starting Price

    $390 Year

    Editions & Modules

    HoneyBook editions and modules pricing
    EditionModules
    Unlimited Plan - Annual$3901
    $1 Promo$1 Per Month2
    Unlimited Plan - Monthly$393

    Footnotes

    1. Year
    2. 6 Months Promo Code = ONLY1
    3. Month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    For the first 6 months, get HoneyBook for $1 per month with code ONLY1!

    Likelihood to Renew

    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

    HoneyBook

    Since I do not use ALL the functionality in HoneyBook, I have wondered if the plan I am on is too much. That is why I rated a 9 rather than 10. I have definitely considered downgrading but not leaving HoneyBook.
    Read full review

    Usability

    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

    HoneyBook

    This is now a copy-paste response since this platform is asking me to answer every single question. It is such a negative experience with Honeybook that they even upset me while I'm trying to warn others of all the horrible pitfalls in working with the platform.
    Read full review

    Reliability and Availability

    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

    HoneyBook

    No answers on this topic

    Performance

    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

    HoneyBook

    No answers on this topic

    Support Rating

    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

    HoneyBook

    They have ALWAYS been amazing when I needed any type of service or help. Their concierge service is also amazing vs other services I have used in the past. I have confidence when I ask for help - both through Chat or even on their Facebook group that I will get an answer quickly.
    Read full review

    In-Person Training

    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

    HoneyBook

    No answers on this topic

    Online Training

    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

    HoneyBook

    No answers on this topic

    Implementation Rating

    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

    HoneyBook

    No answers on this topic

    Alternatives Considered

    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

    HoneyBook

    We switched to HubSpot after a few years of the company using HoneyBook. We switched to HubSpot because we needed more features that would allow us to automate our processes and pull better data on our clients, their vendors, and our overall client process. I appreciated that HoneyBook was its own booking/payment system, that it was easy to use and set up, but ultimately that was not enough to keep us in the platform.
    Read full review

    Contract Terms and Pricing Model

    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

    HoneyBook

    No answers on this topic

    Scalability

    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

    HoneyBook

    No answers on this topic

    Return on Investment

    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

    HoneyBook

    • Workflow/task management has increased our bookings and saved lost opportunities by 25%.
    • Customization of brochures and contracts allows us to fully represent our brand through the sales process.
    Read full review

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