What users are saying about
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Top Rated
237 Ratings
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Top Rated
1464 Ratings

Freshdesk

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Top Rated
237 Ratings
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Score 8.4 out of 100

HubSpot CRM

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Top Rated
1464 Ratings
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Score 8.4 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

HubSpot CRM

If the client has a convoluted sales process and poor data management, we highly recommended using HubSpot [CRM] to start getting on top of your client information. The truth of the matter is that it's not a one size fits all type program; there [are] certain companies that maybe don't merit the complexity of a tool like HubSpot [CRM] but each use case is different. If organization and actionable insight are important factors, it naturally makes sense to have a discussion.
Mathew Hrappstead | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Freshdesk
8.3
HubSpot CRM
External knowledge base
Freshdesk
8.7
HubSpot CRM
Internal knowledge base
Freshdesk
7.9
HubSpot CRM

Multi-Channel Help

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

Sales Force Automation

Freshdesk
HubSpot CRM
8.0
Customer data management / contact management
Freshdesk
HubSpot CRM
8.5
Workflow management
Freshdesk
HubSpot CRM
8.1
Territory management
Freshdesk
HubSpot CRM
7.2
Opportunity management
Freshdesk
HubSpot CRM
8.3
Integration with email client (e.g., Outlook or Gmail)
Freshdesk
HubSpot CRM
8.5
Contract management
Freshdesk
HubSpot CRM
7.9
Quote & order management
Freshdesk
HubSpot CRM
7.8
Interaction tracking
Freshdesk
HubSpot CRM
8.6
Channel / partner relationship management
Freshdesk
HubSpot CRM
7.3

Customer Service & Support

Freshdesk
HubSpot CRM
7.5
Case management
Freshdesk
HubSpot CRM
7.6
Call center management
Freshdesk
HubSpot CRM
7.3
Help desk management
Freshdesk
HubSpot CRM
7.7

Marketing Automation

Freshdesk
HubSpot CRM
8.7
Lead management
Freshdesk
HubSpot CRM
8.6
Email marketing
Freshdesk
HubSpot CRM
8.8

CRM Project Management

Freshdesk
HubSpot CRM
7.8
Task management
Freshdesk
HubSpot CRM
8.2
Billing and invoicing management
Freshdesk
HubSpot CRM
6.9
Reporting
Freshdesk
HubSpot CRM
8.2

CRM Reporting & Analytics

Freshdesk
HubSpot CRM
7.9
Forecasting
Freshdesk
HubSpot CRM
7.9
Pipeline visualization
Freshdesk
HubSpot CRM
8.1
Customizable reports
Freshdesk
HubSpot CRM
7.8

Customization

Freshdesk
HubSpot CRM
7.8
Custom fields
Freshdesk
HubSpot CRM
8.4
Custom objects
Freshdesk
HubSpot CRM
8.1
Scripting environment
Freshdesk
HubSpot CRM
6.5
API for custom integration
Freshdesk
HubSpot CRM
8.2

Security

Freshdesk
HubSpot CRM
8.6
Single sign-on capability
Freshdesk
HubSpot CRM
8.6
Role-based user permissions
Freshdesk
HubSpot CRM
8.5

Social CRM

Freshdesk
HubSpot CRM
7.7
Social data
Freshdesk
HubSpot CRM
7.8
Social engagement
Freshdesk
HubSpot CRM
7.5

Integrations with 3rd-party Software

Freshdesk
HubSpot CRM
8.3
Marketing automation
Freshdesk
HubSpot CRM
8.6
Compensation management
Freshdesk
HubSpot CRM
8.0

Platform

Freshdesk
HubSpot CRM
6.9
Mobile access
Freshdesk
HubSpot CRM
6.9

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

HubSpot CRM

  • It is incredibly easy to configure, teach, and use.
  • The email templates and snippets save lots of time and help maintain a consistent message regardless of the user.
  • Email sequences are a nice way to make sure your message gets out on time and appropriately.
  • The visibility of what documents and information is being consumed and what isn't making an impact.
Anonymous | 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

HubSpot CRM

  • They don't allow automatic timezoning to let SDR's quickly know what time zone they're calling into
  • The phone app it glitchy and almost not worth downloading
  • A lot of what I believe should be base functionality, is not in the free version, but is paywalled. And sometimes behind very high paywalls
Anonymous | 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

HubSpot CRM

HubSpot CRM 9.4
Based on 6 answers
Because it's integrated with HubSpot marketing platform, which is indispensable, and works simply and seamlessly with the marketing platform. The CRM is intuitive, never a time burden, and makes doing business development work a whole lot easier and enjoyable. I think at this point it's safe and fair to say we would be somewhat lost without the CRM.
Greg Linnemanstons | 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

HubSpot CRM

HubSpot CRM 8.6
Based on 274 answers
Easy to use. Not too complicated and the mobile App is also great. I know other CRM tools and they have too many functions and a bad menu at all. HubSpot is directly usable and the integration in O365 is awesome and easy to activate. We could add all fields we need for our company and also work with different sales teams with HubSpot!
Anonymous | 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

HubSpot CRM

HubSpot CRM 8.2
Based on 17 answers
HubSpot has a very good customer support, one can chat in real time by phone or text, or send an email. I have not had to use their support very much, but when I have they have been very professional and quick to respond to address my needs and concerns.
Anonymous | TrustRadius Reviewer

Implementation Rating

Freshdesk

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

HubSpot CRM

HubSpot CRM 9.1
Based on 10 answers
If you've had any prior experience with cloud based marketing automation or group communication tools, you can do the implementation without paid outside support. Though getting to a SLA (service level agreement) would be best achieved with the help of a third party who can facilitate
Greg Linnemanstons | 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

HubSpot CRM

We're using an old version of Microsoft CRM (on Prem). It is difficult to use, has no graphical interface, regularly crashes or boots users out, even when actively entering data. Dashboards in our implementation are nonexistent. System changes are impossible. There is no workflow for tasks. Adoption is poor at my company. In a prior life, I used Salesforce.com. My company had a fairly well-done implementation of Salesforce, and it was maintained by an expert administrator. Dashboarding was still difficult, and without an onsite expert (who started a year after I began using Salesforce) the product was very difficult to use and adoption was poor.
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

HubSpot CRM

  • Allows me to send out the number of emails I need each week (500) with ease compared to doing all of that manually-- more emails means more email bookings so more, clients.
  • Shorter deal cycles-- lets you maintain velocity and access materials quickly.
  • Give visibility into where we stand today and where we need to go to hit our goals.
Alex Giarrusso | 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.

HubSpot CRM

General

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

HubSpot CRM Editions & Modules

Edition
Free Forever$01
CRM Bundle$502
  1. Per Month [Unlimited Users]
  2. per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
HubSpot CRM
8.6

Likelihood to Renew

Freshdesk
10.0
HubSpot CRM
9.4

Usability

Freshdesk
8.8
HubSpot CRM
8.6

Support Rating

Freshdesk
9.1
HubSpot CRM
8.2

Implementation Rating

Freshdesk
10.0
HubSpot CRM
9.1

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