What users are saying about
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Top Rated
240 Ratings
22 Ratings

Freshdesk

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Top Rated
240 Ratings
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Score 8.4 out of 100
22 Ratings
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Score 9.6 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

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.
Tiffany Waddell Tate | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Sales Force Automation

Freshdesk
HoneyBook
8.6
Customer data management / contact management
Freshdesk
HoneyBook
8.0
Workflow management
Freshdesk
HoneyBook
8.0
Opportunity management
Freshdesk
HoneyBook
9.0
Integration with email client (e.g., Outlook or Gmail)
Freshdesk
HoneyBook
8.4
Contract management
Freshdesk
HoneyBook
10.0
Quote & order management
Freshdesk
HoneyBook
9.8
Interaction tracking
Freshdesk
HoneyBook
7.5

Customer Service & Support

Freshdesk
HoneyBook
9.2
Case management
Freshdesk
HoneyBook
9.5
Help desk management
Freshdesk
HoneyBook
8.8

Marketing Automation

Freshdesk
HoneyBook
7.1
Lead management
Freshdesk
HoneyBook
7.1

CRM Project Management

Freshdesk
HoneyBook
7.9
Task management
Freshdesk
HoneyBook
6.6
Billing and invoicing management
Freshdesk
HoneyBook
9.6
Reporting
Freshdesk
HoneyBook
7.5

CRM Reporting & Analytics

Freshdesk
HoneyBook
6.5
Customizable reports
Freshdesk
HoneyBook
6.5

Customization

Freshdesk
HoneyBook
8.2
Custom fields
Freshdesk
HoneyBook
9.1
Custom objects
Freshdesk
HoneyBook
7.4

Security

Freshdesk
HoneyBook
7.3
Single sign-on capability
Freshdesk
HoneyBook
7.9
Role-based user permissions
Freshdesk
HoneyBook
6.7

Platform

Freshdesk
HoneyBook
8.5
Mobile access
Freshdesk
HoneyBook
8.5

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

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.
Melody Alexander | 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

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.
Alyssa Parr | TrustRadius Reviewer

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

HoneyBook

HoneyBook 9.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

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

HoneyBook

HoneyBook 8.8
Based on 6 answers
When I was onboarded I was given a complete walk-through, and as new items are added they do a great job of utilizing help videos and tutorials.
Ce'Erica Christine Allen | TrustRadius Reviewer

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

HoneyBook

HoneyBook 9.0
Based on 6 answers
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.
Dana Sacco | TrustRadius Reviewer

Implementation Rating

Freshdesk

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

HoneyBook

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

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.
Anonymous | 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

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.
Kristin Cole | 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.

HoneyBook

General

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

HoneyBook Editions & Modules

Edition
Unlimited Plan - Annual$3901
Starter Plan$92
Unlimited Plan - Monthly$392
  1. Year
  2. Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
HoneyBook
9.5

Likelihood to Renew

Freshdesk
10.0
HoneyBook
9.0

Usability

Freshdesk
8.8
HoneyBook
8.8

Support Rating

Freshdesk
9.1
HoneyBook
9.0

Implementation Rating

Freshdesk
10.0
HoneyBook

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