What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
240 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
820 Ratings

Freshdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
240 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Hootsuite

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
820 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.1 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

Hootsuite

We promoted a game event using Hootsuite by uploading multiple banners and posters on various social media accounts. The analytical reports from Hootsuite greatly assisted us in tracking and analyzing what's good and what's not. Hootsuite doesn't offer image resizing since every social site and app has a unique layout for the image. As a result, we had to resize images before posting them on different social media sites, which decreased our productivity. Although, the customer support team at Hootsuite has been quite responsive to my queries.
Neeraj Kumar | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Listening/monitoring

Freshdesk
Hootsuite
7.7
Boolean keyword searches
Freshdesk
Hootsuite
7.7
Filtering out noise/spam
Freshdesk
Hootsuite
7.4
Sentiment analysis
Freshdesk
Hootsuite
7.5
Broad channel coverage
Freshdesk
Hootsuite
8.2

Publishing

Freshdesk
Hootsuite
8.4
Content planning and scheduling
Freshdesk
Hootsuite
9.1
Audience targeting
Freshdesk
Hootsuite
8.0
Content optimization
Freshdesk
Hootsuite
8.1
Workflow management
Freshdesk
Hootsuite
8.4

Engagement

Freshdesk
Hootsuite
8.2
Automated routing and prioritization
Freshdesk
Hootsuite
7.9
Customer interaction histories
Freshdesk
Hootsuite
8.2
Bulk actions
Freshdesk
Hootsuite
8.5

Marketing

Freshdesk
Hootsuite
7.9
Lead generation
Freshdesk
Hootsuite
7.5
Content marketing
Freshdesk
Hootsuite
8.4
Paid media management
Freshdesk
Hootsuite
7.8
Campaigns and promotions
Freshdesk
Hootsuite
7.8

Channel coverage/integration

Freshdesk
Hootsuite
8.7
Twitter
Freshdesk
Hootsuite
9.2
Facebook
Freshdesk
Hootsuite
9.2
LinkedIn
Freshdesk
Hootsuite
8.9
Google+
Freshdesk
Hootsuite
8.9
Instagram
Freshdesk
Hootsuite
8.5
Pinterest
Freshdesk
Hootsuite
8.3
YouTube
Freshdesk
Hootsuite
8.3

Reporting/analytics

Freshdesk
Hootsuite
8.0
Campaign success analytics
Freshdesk
Hootsuite
8.0
Real-time tracking
Freshdesk
Hootsuite
8.1
Competitor analysis
Freshdesk
Hootsuite
7.9

Account management

Freshdesk
Hootsuite
8.5
Role-based user permissions & privileges
Freshdesk
Hootsuite
8.8
Mobile access
Freshdesk
Hootsuite
8.2

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

Hootsuite

  • The product has a really interactive media library which is very helpful even when we are out of images.
  • Customer support of this tool is also very understandable and interactive due to which the experience goes very smoothly.
  • It would not be wrong to say that the usability of this product is one of the greatest strengths of Hootsuite.
  • With this tool modification of scheduled posts is just so simple and easy to do which yields great results as well.
Jake Widner | 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

Hootsuite

  • I would like to have the ability to see suggested hashtags for the content I'm about to post, and the top or most popular hashtags at the time of the post.
  • I would like to have the ability to be told when it is the best time for me to post across all of my social media platforms.
  • I wish it wouldn't mess up the quality of the picture/video on some platforms - it should adjust depending on the platform.
Raine Bepler | 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

Hootsuite

Hootsuite 8.8
Based on 78 answers
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.
Laura Pence | 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

Hootsuite

Hootsuite 9.1
Based on 27 answers
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.
Matthew Hardesty | TrustRadius Reviewer

Reliability and Availability

Freshdesk

No score
No answers yet
No answers on this topic

Hootsuite

Hootsuite 10.0
Based on 36 answers
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.
Anonymous | TrustRadius Reviewer

Performance

Freshdesk

No score
No answers yet
No answers on this topic

Hootsuite

Hootsuite 10.0
Based on 32 answers
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!
Michael Royal | 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

Hootsuite

Hootsuite 8.2
Based on 144 answers
Sometimes it has become a little tough to get in touch and receive a response when issues arise. As you know social media nowadays it's very important and it can become very stressful to wait for so long to obtain a response in order to resolve issues that keep you from moving forward in a business.
Anonymous | TrustRadius Reviewer

In-Person Training

Freshdesk

No score
No answers yet
No answers on this topic

Hootsuite

Hootsuite 6.0
Based on 1 answer
Very easy to teach and learn
Jessica Rudolph | TrustRadius Reviewer

Online Training

Freshdesk

No score
No answers yet
No answers on this topic

Hootsuite

Hootsuite 10.0
Based on 8 answers
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.
Anonymous | TrustRadius Reviewer

Implementation Rating

Freshdesk

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

Hootsuite

Hootsuite 10.0
Based on 65 answers
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
Edgar Carpenter IV | TrustRadius Reviewer

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

Hootsuite

Hootsuite is a much more cost effective option, despite many of the strengths, that both Sprout Social and Agorapulse have to offer. Even with a tool like Tweetdeck, Hootsuite's offering is more in-class and good for an organization just starting out or looking to scale a business. I highly recommend it!
Anonymous | TrustRadius Reviewer

Scalability

Freshdesk

No answers on this topic

Hootsuite

We haven't needed to scale it all.
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

Hootsuite

  • This product has a direct correlation with our ability to post blogs so without this tool, we would have not been able to post much.
  • It has made so many tasks so quick and prompt that it has altogether saved a significant amount of our time.
  • Their customer support is pretty consistent and that is what I really like about them.
David Braun | 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.

Hootsuite

General

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

Hootsuite Editions & Modules

Edition
Professional$49.001
Team$129.002
Business$599.003
EnterpriseContact for Pricing
  1. per month (1 user / 10 social profiles)
  2. per month (3 users / 20 social profiles)
  3. per month (5, up to 10 users / 35 social profiles)
  4. none
Additional Pricing Details
For feature comparison across our different plans, please visit: https://www.hootsuite.com/plans

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
Hootsuite
8.5

Likelihood to Renew

Freshdesk
10.0
Hootsuite
8.8

Usability

Freshdesk
8.8
Hootsuite
9.1

Reliability and Availability

Freshdesk
Hootsuite
10.0

Performance

Freshdesk
Hootsuite
10.0

Support Rating

Freshdesk
9.1
Hootsuite
8.2

In-Person Training

Freshdesk
Hootsuite
6.0

Online Training

Freshdesk
Hootsuite
10.0

Implementation Rating

Freshdesk
10.0
Hootsuite
10.0

Add comparison