What users are saying about
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Top Rated
349 Ratings
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Top Rated
1039 Ratings

Freshdesk

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Top Rated
349 Ratings
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Score 8.5 out of 100

Hootsuite

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Top Rated
1039 Ratings
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Score 8 out of 100

Feature Set Ratings

    Incident and problem management

    8.4

    Freshdesk

    84%

    Hootsuite

    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%

    Hootsuite

    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%

    Hootsuite

    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

    Listening/monitoring

    Freshdesk

    Feature Set Not Supported
    N/A
    7.5

    Hootsuite

    75%
    Hootsuite ranks higher in 4/4 features

    Boolean keyword searches

    N/A
    0 Ratings
    7.3
    73%
    154 Ratings

    Filtering out noise/spam

    N/A
    0 Ratings
    7.0
    70%
    167 Ratings

    Sentiment analysis

    N/A
    0 Ratings
    7.4
    74%
    155 Ratings

    Broad channel coverage

    N/A
    0 Ratings
    8.2
    82%
    220 Ratings

    Publishing

    Freshdesk

    Feature Set Not Supported
    N/A
    8.2

    Hootsuite

    82%
    Hootsuite ranks higher in 4/4 features

    Content planning and scheduling

    N/A
    0 Ratings
    9.1
    91%
    321 Ratings

    Audience targeting

    N/A
    0 Ratings
    7.7
    77%
    217 Ratings

    Content optimization

    N/A
    0 Ratings
    7.8
    78%
    259 Ratings

    Workflow management

    N/A
    0 Ratings
    8.2
    82%
    265 Ratings

    Engagement

    Freshdesk

    Feature Set Not Supported
    N/A
    7.8

    Hootsuite

    78%
    Hootsuite ranks higher in 3/3 features

    Automated routing and prioritization

    N/A
    0 Ratings
    7.6
    76%
    183 Ratings

    Customer interaction histories

    N/A
    0 Ratings
    7.7
    77%
    199 Ratings

    Bulk actions

    N/A
    0 Ratings
    7.9
    79%
    220 Ratings

    Marketing

    Freshdesk

    Feature Set Not Supported
    N/A
    7.5

    Hootsuite

    75%
    Hootsuite ranks higher in 4/4 features

    Lead generation

    N/A
    0 Ratings
    7.1
    71%
    151 Ratings

    Content marketing

    N/A
    0 Ratings
    8.1
    81%
    227 Ratings

    Paid media management

    N/A
    0 Ratings
    7.3
    73%
    144 Ratings

    Campaigns and promotions

    N/A
    0 Ratings
    7.6
    76%
    191 Ratings

    Channel coverage/integration

    Freshdesk

    Feature Set Not Supported
    N/A
    8.4

    Hootsuite

    84%
    Hootsuite ranks higher in 7/7 features

    Twitter

    N/A
    0 Ratings
    9.1
    91%
    293 Ratings

    Facebook

    N/A
    0 Ratings
    9.0
    90%
    302 Ratings

    LinkedIn

    N/A
    0 Ratings
    8.6
    86%
    259 Ratings

    Google+

    N/A
    0 Ratings
    8.9
    89%
    60 Ratings

    Instagram

    N/A
    0 Ratings
    8.1
    81%
    265 Ratings

    Pinterest

    N/A
    0 Ratings
    7.7
    77%
    136 Ratings

    YouTube

    N/A
    0 Ratings
    7.8
    78%
    126 Ratings

    Reporting/analytics

    Freshdesk

    Feature Set Not Supported
    N/A
    7.8

    Hootsuite

    78%
    Hootsuite ranks higher in 3/3 features

    Campaign success analytics

    N/A
    0 Ratings
    7.8
    78%
    227 Ratings

    Real-time tracking

    N/A
    0 Ratings
    7.8
    78%
    233 Ratings

    Competitor analysis

    N/A
    0 Ratings
    7.7
    77%
    156 Ratings

    Account management

    Freshdesk

    Feature Set Not Supported
    N/A
    8.1

    Hootsuite

    81%
    Hootsuite ranks higher in 2/2 features

    Role-based user permissions & privileges

    N/A
    0 Ratings
    8.5
    85%
    221 Ratings

    Mobile access

    N/A
    0 Ratings
    7.8
    78%
    248 Ratings

    Attribute Ratings

    • Freshdesk is rated higher in 3 areas: Likelihood to Recommend, Support Rating, In-Person Training
    • Hootsuite is rated higher in 9 areas: Likelihood to Renew, Usability, Availability, Performance, Online Training, Implementation Rating, Configurability, Vendor post-sale, Vendor pre-sale

    Likelihood to Recommend

    8.4

    Freshdesk

    84%
    131 Ratings
    8.3

    Hootsuite

    83%
    379 Ratings

    Likelihood to Renew

    7.5

    Freshdesk

    75%
    8 Ratings
    8.9

    Hootsuite

    89%
    80 Ratings

    Usability

    8.6

    Freshdesk

    86%
    29 Ratings
    9.0

    Hootsuite

    90%
    27 Ratings

    Availability

    9.2

    Freshdesk

    92%
    2 Ratings
    10.0

    Hootsuite

    100%
    36 Ratings

    Performance

    7.3

    Freshdesk

    73%
    2 Ratings
    10.0

    Hootsuite

    100%
    32 Ratings

    Support Rating

    8.7

    Freshdesk

    87%
    32 Ratings
    8.1

    Hootsuite

    81%
    262 Ratings

    In-Person Training

    8.2

    Freshdesk

    82%
    1 Rating
    6.0

    Hootsuite

    60%
    1 Rating

    Online Training

    7.3

    Freshdesk

    73%
    1 Rating
    10.0

    Hootsuite

    100%
    8 Ratings

    Implementation Rating

    8.7

    Freshdesk

    87%
    60 Ratings
    10.0

    Hootsuite

    100%
    65 Ratings

    Configurability

    9.2

    Freshdesk

    92%
    4 Ratings
    10.0

    Hootsuite

    100%
    1 Rating

    Contract Terms and Pricing Model

    9.2

    Freshdesk

    92%
    2 Ratings

    Hootsuite

    N/A
    0 Ratings

    Ease of integration

    8.2

    Freshdesk

    82%
    2 Ratings

    Hootsuite

    N/A
    0 Ratings

    Product Scalability

    9.2

    Freshdesk

    92%
    2 Ratings

    Hootsuite

    N/A
    0 Ratings

    Vendor post-sale

    8.2

    Freshdesk

    82%
    2 Ratings
    9.1

    Hootsuite

    91%
    1 Rating

    Vendor pre-sale

    7.3

    Freshdesk

    73%
    2 Ratings
    10.0

    Hootsuite

    100%
    2 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

    Hootsuite

    I like how simple it is to navigate the platform. It allows me to easily arrange my material and share my posts across several platforms in a sensible and orderly manner. Furthermore, whenever I have a problem with scheduling, I can obtain help quickly from the service team. I've been using Hootsuite since 2021 and haven't missed a single post.
    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

    Hootsuite

    • Hootsuite is excellent for viewing all your posts on every social media platform in one place
    • Hootsuite is great for showing you what that post will look like with the graphic attached.
    • Hootsuite is great for moving posts that need to be edited to a different day or month.
    • Hootsuite is great for offering you times to post if you aren't sure at which time to post
    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

    Hootsuite

    • I wish I could have Hootsuite automatically delete hashtags from my Facebook posts, which would save me having to delete them manually before hitting post to multiple accounts.
    • Hootsuite doesn't work great when trying to add multiple photos to an Instagram post.
    • I wish there was an ability to have notifications from accounts pop up or somehow notify me elsewhere on my computer. You might need an app rather than a browser window to accomplish this however.
    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

    Hootsuite

    Starting Price

    $49 per month

    Editions & Modules

    Hootsuite editions and modules pricing
    EditionModules
    Professional$491
    Team$2492
    Business$7393
    EnterpriseContact for Pricing4

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional Details

    *Prices displayed in USD, based on annual billing, but do not include applicable taxes. Free - 1 user / 2 social accounts Professional @ $49/month - 1 user / 10 social accounts Team @ $249/month - 3 users / 20 social accounts Business - starting @ $739/month - 5 users / 35 social accounts Enterprise - contact for pricing, unlimited users / 50+ social accounts

    Pricing Plans

    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

    Hootsuite

    At this time we are satisfied that Hootsuite offers the most of what we are looking for at the most reasonable price point. As the social media landscape and monitoring/scheduling software changes, so do our needs. We re-evaluate our tools semi-annually or as new tools emerge onto the market. If we find at any point that we aren't gaining an advantage, then we are open to switching products.
    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

    Hootsuite

    The layout of horizontal columns for each stream or search is a very cumbersome way to display information. There isn't an easy way to sort, filter, or otherwise re-organize the streams to limit the current view to relevancy. This is one of the primary reasons why we plan to move to another 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

    Hootsuite

    Any outages are communicated in advance and have not been a problem. We let our clients know based on communications from HootSuite. Since we operate 24/7 with multiple shifts, planned outages can interfere with our operations, but we can always work around it.
    Read full review

    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

    Hootsuite

    Hootsuite makes passing on articles from the web very easy- when it works! I have had a number of gliches with Chrome where it does not open properly and the solution (after some toing and froing with support) was to uninstall and reinstall. The support staff are always very helpful (which is great!) but the gliches..... well, they suck when you are already busy!
    Read full review

    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

    Hootsuite

    I haven't had to use support for Hootsuite at all, but from what I hear, their functionality is incredible! I hope I never have to use support, but it's good to know that they're efficient at their job, and it is one of the reasons why I love Hootsuite so much.
    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

    Hootsuite

    Very easy to teach and learn
    Read full review

    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

    Hootsuite

    Would rate it a 10. We received two hours of online training and it was of very high-quality. HootSuite also offers HootSuite University which is an extremely comprehensive training portal with self-paced quizzes, training webinars and videos, best-practice papers, product certification, and access to a network of external experts. This is a fantastic resource.
    Read full review

    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

    Hootsuite

    One person of the organization must take the time to understand the product throughly. Next that person should work with the Hootsuite team to maximize the architecture of your platform and mitigate any problems that may crop up. Also, if a team members voices a concern or is having a problem roll your sleeves up and help them if not it can kill support for the product and end any chances of a renewal. Lastly, set aside enough time to allow for training and refresher training. Solve all problems ambiguity can not be permitted
    Read full review

    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

    Hootsuite

    A colleague recommended that I look at Hootsuite as an invaluable extension of our social media engagement strategy. When I began this role and sparked a renewed focus on marketing and communication, I encouraged the use of Hootsuite. My colleagues have enjoyed using the platform, and we are very satisfied with the way Hootsuite enables our work to go forward.
    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

    Hootsuite

    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

    Hootsuite

    We haven't needed to scale it all.
    Read full review

    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

    Hootsuite

    • I have been able to evaluate which posts, in general, do well and figure out what types of posts to make (content)
    • It's been harder however to compare on social medial platform compared to another because it's hard to duplicate a post with a new owly (I think you used to be able to) but more so, you also can't assign it a custom owly link so I can see at a glance which owly link was associated with what platform.
    Read full review

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