What users are saying about
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Top Rated
351 Ratings
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Top Rated
2620 Ratings

Freshdesk

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Top Rated
351 Ratings
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Score 8.5 out of 100

HubSpot CRM

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Top Rated
2620 Ratings
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Score 8.4 out of 100

Feature Set Ratings

    Incident and problem management

    8.4

    Freshdesk

    84%

    HubSpot CRM

    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%

    HubSpot CRM

    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%

    HubSpot CRM

    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
    8.2

    HubSpot CRM

    82%
    HubSpot CRM ranks higher in 9/9 features

    Customer data management / contact management

    N/A
    0 Ratings
    8.9
    89%
    821 Ratings

    Workflow management

    N/A
    0 Ratings
    8.5
    85%
    796 Ratings

    Territory management

    N/A
    0 Ratings
    7.4
    74%
    184 Ratings

    Opportunity management

    N/A
    0 Ratings
    8.4
    84%
    766 Ratings

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

    N/A
    0 Ratings
    8.5
    85%
    814 Ratings

    Contract management

    N/A
    0 Ratings
    7.9
    79%
    185 Ratings

    Quote & order management

    N/A
    0 Ratings
    8.0
    80%
    525 Ratings

    Interaction tracking

    N/A
    0 Ratings
    8.7
    87%
    791 Ratings

    Channel / partner relationship management

    N/A
    0 Ratings
    7.4
    74%
    186 Ratings

    Customer Service & Support

    Freshdesk

    Feature Set Not Supported
    N/A
    7.9

    HubSpot CRM

    79%
    HubSpot CRM ranks higher in 3/3 features

    Case management

    N/A
    0 Ratings
    8.1
    81%
    505 Ratings

    Call center management

    N/A
    0 Ratings
    7.8
    78%
    444 Ratings

    Help desk management

    N/A
    0 Ratings
    7.8
    78%
    468 Ratings

    Marketing Automation

    Freshdesk

    Feature Set Not Supported
    N/A
    8.8

    HubSpot CRM

    88%
    HubSpot CRM ranks higher in 2/2 features

    Lead management

    N/A
    0 Ratings
    8.8
    88%
    707 Ratings

    Email marketing

    N/A
    0 Ratings
    8.9
    89%
    703 Ratings

    CRM Project Management

    Freshdesk

    Feature Set Not Supported
    N/A
    8.0

    HubSpot CRM

    80%
    HubSpot CRM ranks higher in 3/3 features

    Task management

    N/A
    0 Ratings
    8.4
    84%
    735 Ratings

    Billing and invoicing management

    N/A
    0 Ratings
    7.3
    73%
    358 Ratings

    Reporting

    N/A
    0 Ratings
    8.3
    83%
    687 Ratings

    CRM Reporting & Analytics

    Freshdesk

    Feature Set Not Supported
    N/A
    8.2

    HubSpot CRM

    82%
    HubSpot CRM ranks higher in 3/3 features

    Forecasting

    N/A
    0 Ratings
    7.8
    78%
    586 Ratings

    Pipeline visualization

    N/A
    0 Ratings
    8.5
    85%
    710 Ratings

    Customizable reports

    N/A
    0 Ratings
    8.4
    84%
    694 Ratings

    Customization

    Freshdesk

    Feature Set Not Supported
    N/A
    7.9

    HubSpot CRM

    79%
    HubSpot CRM ranks higher in 4/4 features

    Custom fields

    N/A
    0 Ratings
    8.6
    86%
    718 Ratings

    Custom objects

    N/A
    0 Ratings
    8.5
    85%
    609 Ratings

    Scripting environment

    N/A
    0 Ratings
    6.3
    63%
    133 Ratings

    API for custom integration

    N/A
    0 Ratings
    8.4
    84%
    490 Ratings

    Security

    Freshdesk

    Feature Set Not Supported
    N/A
    8.7

    HubSpot CRM

    87%
    HubSpot CRM ranks higher in 2/2 features

    Single sign-on capability

    N/A
    0 Ratings
    8.8
    88%
    609 Ratings

    Role-based user permissions

    N/A
    0 Ratings
    8.7
    87%
    654 Ratings

    Social CRM

    Freshdesk

    Feature Set Not Supported
    N/A
    8.1

    HubSpot CRM

    81%
    HubSpot CRM ranks higher in 2/2 features

    Social data

    N/A
    0 Ratings
    8.0
    80%
    480 Ratings

    Social engagement

    N/A
    0 Ratings
    8.1
    81%
    476 Ratings

    Integrations with 3rd-party Software

    Freshdesk

    Feature Set Not Supported
    N/A
    8.3

    HubSpot CRM

    83%
    HubSpot CRM ranks higher in 2/2 features

    Marketing automation

    N/A
    0 Ratings
    8.6
    86%
    531 Ratings

    Compensation management

    N/A
    0 Ratings
    8.0
    80%
    331 Ratings

    Platform

    Freshdesk

    Feature Set Not Supported
    N/A
    7.6

    HubSpot CRM

    76%
    HubSpot CRM ranks higher in 1/1 features

    Mobile access

    N/A
    0 Ratings
    7.6
    76%
    618 Ratings

    Attribute Ratings

    • Freshdesk is rated higher in 1 area: Support Rating
    • HubSpot CRM is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Implementation Rating

    Likelihood to Recommend

    8.4

    Freshdesk

    84%
    131 Ratings
    8.7

    HubSpot CRM

    87%
    866 Ratings

    Likelihood to Renew

    7.5

    Freshdesk

    75%
    8 Ratings
    8.8

    HubSpot CRM

    88%
    10 Ratings

    Usability

    8.6

    Freshdesk

    86%
    29 Ratings
    8.8

    HubSpot CRM

    88%
    768 Ratings

    Availability

    9.2

    Freshdesk

    92%
    2 Ratings

    HubSpot CRM

    N/A
    0 Ratings

    Performance

    7.3

    Freshdesk

    73%
    2 Ratings

    HubSpot CRM

    N/A
    0 Ratings

    Support Rating

    8.7

    Freshdesk

    87%
    32 Ratings
    8.3

    HubSpot CRM

    83%
    21 Ratings

    In-Person Training

    8.2

    Freshdesk

    82%
    1 Rating

    HubSpot CRM

    N/A
    0 Ratings

    Online Training

    7.3

    Freshdesk

    73%
    1 Rating

    HubSpot CRM

    N/A
    0 Ratings

    Implementation Rating

    8.7

    Freshdesk

    87%
    60 Ratings
    9.1

    HubSpot CRM

    91%
    10 Ratings

    Configurability

    9.2

    Freshdesk

    92%
    4 Ratings

    HubSpot CRM

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    9.2

    Freshdesk

    92%
    2 Ratings

    HubSpot CRM

    N/A
    0 Ratings

    Ease of integration

    8.2

    Freshdesk

    82%
    2 Ratings

    HubSpot CRM

    N/A
    0 Ratings

    Product Scalability

    9.2

    Freshdesk

    92%
    2 Ratings

    HubSpot CRM

    N/A
    0 Ratings

    Vendor post-sale

    8.2

    Freshdesk

    82%
    2 Ratings

    HubSpot CRM

    N/A
    0 Ratings

    Vendor pre-sale

    7.3

    Freshdesk

    73%
    2 Ratings

    HubSpot CRM

    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

    HubSpot

    It's definitely easier to use than Salesforce. It's especially great for us in the SMB market. In my opinion, it would be nice if we were able to call out to international prospects and text them as well. The SalesMessage plugin doesn't allow for that.
    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

    HubSpot

    • The sales funnel is one of my favorites in the entire industry.
    • Their task managing system truly helps Account Executives be on top of every lead and opportunity without dropping the ball.
    • The data tracking for KPI truly helps our team set goals and improve weekly.
    • The e-mail sequences are top tier as well.
    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

    HubSpot

    • Price Point: Pricey Expense for Company.
    • A lot of new features are being rolled out, but intuitive additions always take 1-3 years to add on. I Recently added rescheduling/cancel to Meetings, but contacts are unable to optionally provide why they canceled/rescheduled.
    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

    HubSpot CRM

    Starting Price

    $0 Per Month [Unlimited Users]

    Editions & Modules

    HubSpot CRM editions and modules pricing
    EditionModules
    Free Forever$01
    CRM Bundle$502

    Footnotes

    1. Per Month [Unlimited Users]
    2. per month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    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

    HubSpot

    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.
    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

    HubSpot

    HubSpot functions great and has never had any issues. Support is great and is always ready to help solve any problems or questions you have. We love to create workflows for processes and manage new leads, which makes our life so much easier!
    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

    HubSpot

    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

    HubSpot

    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

    HubSpot

    Because when I needed help HubSpot responded immediately and provided me with the information I needed which enabled me to realize that HubSpot was even more customizable and easier to use than I thought! And I already thought HubSpot was very user friendly and easy to use, and then Support showed me how to manipulate the settings, columns and the appearance of the tool.
    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

    HubSpot

    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

    HubSpot

    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

    HubSpot

    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
    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

    HubSpot

    I have to admit that I prefer Salesloft, but I do think HS can be better. SL is very simple and gives me everything I need. However, in the future, I would definitely lean toward HS as it has more capabilities. I just need the integration and onboarding to be more seamless before I commit long-term.
    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

    HubSpot

    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

    HubSpot

    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

    HubSpot

    • HubSpot has allowed us to Sunset our internal CRM which was running at a great time and opportunity cost for our dev team.
    • HubSpot brought our two distinct sales teams together onto common performance & activity metrics.
    • HubSpot reports have replaced our former self-written shareholder sales reports, now being sent.
    Read full review

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