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Compare Freshdesk and Incident IQ 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Mid-Market (51.2% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
No pricing available
Freshdesk
Star Rating
(3,697)4.4 out of 5
Market Segments
Small-Business (48.3% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansIncident IQ
Star Rating
(218)4.6 out of 5
Market Segments
Mid-Market (51.2% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Learn more about Incident IQSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in user experience, particularly highlighting its intuitive UI and UX. Users appreciate how easy it is to navigate and manage customer issues, with one reviewer noting that it has been easy to scale as ticket volume has grown.
- Users say that Incident IQ shines in its collaboration features, allowing agents to work together effectively and attach documentation to tickets. This capability has been praised for enhancing workflow and ensuring that processes are not missed due to human error.
- Reviewers mention that Freshdesk's automation features are a significant advantage, with integrations like Genesys Cloud and Microsoft Teams making day-to-day operations smoother. Users find the automation tools particularly helpful in managing escalations and ticket duplication.
- According to verified reviews, Incident IQ offers strong customization options, enabling users to tailor predefined fields and actions to their specific needs. This flexibility has been noted as a key factor in maintaining high workflow efficiency.
- G2 reviewers highlight that while both platforms have similar ease of use ratings, Freshdesk's recent user feedback emphasizes its child ticket feature, which simplifies the escalation process by automatically duplicating information from parent tickets.
- Users report that Freshdesk has a significantly higher overall satisfaction score compared to Incident IQ, with many praising its reliability and ease of setup. In contrast, Incident IQ, while having a solid support rating, has fewer recent reviews, which may indicate less current user engagement.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Incident IQ
No pricing availableFree Trial
Freshdesk
Free Trial is available
Incident IQ
No trial information availableRatings
Meets Requirements
8.6
3,239
9.0
202
Ease of Use
8.9
3,261
8.9
204
Ease of Setup
8.6
2,321
8.9
99
Ease of Admin
8.7
2,180
9.0
105
Quality of Support
8.7
3,136
9.1
185
Has the product been a good partner in doing business?
8.8
2,103
9.4
101
Product Direction (% positive)
8.8
3,211
9.4
199
Features by Category
Ticket and Case Management
8.9
2239
|
Verified
8.8
91
8.8
2257
|
Verified
8.8
91
8.5
2170
|
Verified
8.9
92
8.5
2053
|
Verified
8.9
83
8.3
1810
|
Verified
8.7
66
8.5
2094
|
Verified
9.0
91
8.7
2020
|
Verified
9.0
89
8.3
1379
|
Verified
8.8
75
Generative AI
7.3
332
7.8
26
7.4
330
7.8
26
Agentic AI - Help Desk
7.1
61
Not enough data
7.0
61
Not enough data
7.3
61
Not enough data
Communication Channels
8.6
1930
|
Verified
8.7
81
8.9
2089
|
Verified
8.6
74
8.4
1322
|
Verified
7.9
46
8.0
1198
|
Verified
Feature Not Available
7.9
943
|
Verified
Feature Not Available
Platform
8.0
1162
|
Verified
8.0
63
8.1
1664
|
Verified
8.7
79
8.6
1550
|
Verified
8.6
83
8.2
1151
|
Verified
9.0
84
8.0
1877
|
Verified
8.5
80
8.3
1965
|
Verified
8.9
84
Customization
Not enough data
Not enough data
Not enough data
Not enough data
HR Content
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Logistics
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Channels
8.4
360
Not enough data
8.0
336
Not enough data
7.5
326
Not enough data
Design
8.2
334
Not enough data
7.8
337
Not enough data
8.3
357
Not enough data
8.3
347
Not enough data
8.4
335
Not enough data
Generative AI
7.7
266
Not enough data
7.8
266
Not enough data
Usability
8.8
268
Not enough data
8.7
264
Not enough data
8.8
258
Not enough data
Reporting
8.6
252
Not enough data
8.5
248
Not enough data
8.6
260
Not enough data
Generative AI
7.5
183
Not enough data
7.6
183
Not enough data
Asset Inventory
Not enough data
9.2
95
Not enough data
8.7
72
Not enough data
8.6
65
Not enough data
8.5
77
Not enough data
8.7
74
Generative AI
Not enough data
8.1
26
Not enough data
8.1
26
Agentic AI - IT Asset Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
9.0
89
Not enough data
8.7
74
Not enough data
8.4
55
Not enough data
8.9
87
Conversational Platform
8.3
439
Not enough data
8.3
385
Not enough data
8.3
378
Not enough data
8.4
314
Not enough data
Support Automation
8.4
395
Not enough data
8.4
415
Not enough data
8.3
380
Not enough data
8.3
321
Not enough data
Generative AI
7.4
212
Not enough data
7.4
208
Not enough data
Generative AI
7.9
119
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
587
|
Verified
Not enough data
8.7
603
|
Verified
Not enough data
8.7
497
|
Verified
Not enough data
8.5
202
Not enough data
8.2
205
Not enough data
Internal Use
8.1
1664
|
Verified
8.7
79
8.6
206
Not enough data
8.2
189
Not enough data
8.8
561
|
Verified
Not enough data
8.8
521
|
Verified
Not enough data
8.6
549
|
Verified
Not enough data
Generative AI
7.9
144
Not enough data
Self-Service Experience
8.7
963
Not enough data
8.6
915
Not enough data
8.3
688
Not enough data
8.2
243
Not enough data
8.4
261
Not enough data
Self-Service Platform
8.5
257
Not enough data
8.6
266
Not enough data
8.0
226
Not enough data
8.5
241
Not enough data
Agentic AI - Customer Self-Service
7.9
20
Not enough data
7.9
18
Not enough data
8.0
19
Not enough data
7.9
21
Not enough data
7.7
20
Not enough data
7.5
19
Not enough data
7.8
19
Not enough data
Generative AI
8.2(won by default)
81
Not enough data
8.1(won by default)
81
Not enough data
Process
8.6(won by default)
166
Not enough data
9.3(won by default)
488
Not enough data
8.6(won by default)
375
Not enough data
Channels
9.2(won by default)
483
Not enough data
8.7(won by default)
419
Not enough data
8.8(won by default)
380
Not enough data
8.5(won by default)
344
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
386
Not enough data
8.7(won by default)
173
Not enough data
8.6(won by default)
377
Not enough data
9.1(won by default)
449
Not enough data
Generative AI
7.7
88
Not enough data
7.7
87
Not enough data
Incident Management
Not enough data
9.0
119
Not enough data
8.9
111
Not enough data
8.9
121
Not enough data
8.4
114
Not enough data
8.4
108
Reporting
Not enough data
8.9
119
Not enough data
8.7
103
Not enough data
8.5
90
Access & Usability
Not enough data
8.0
104
Not enough data
8.5
106
Not enough data
8.6
103
Not enough data
8.6
89
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.1
12
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.6
13
Not enough data
8.7
13
Not enough data
8.6
13
Not enough data
Automation
9.0
12
Not enough data
8.8
12
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.5
12
Not enough data
8.2
12
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Incident IQ are categorized as Help Desk
Unique Categories
Incident IQ is categorized as HR Service Delivery, IT Asset Management, School Management, and Service Desk
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Incident IQ
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.0%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.1%
Primary/Secondary Education
38.6%
Information Technology and Services
22.8%
Education Management
21.4%
Computer Software
2.3%
Telecommunications
1.9%
Other
13.0%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
How are you priced?
2 Comments
Official Response from Incident IQ
Incident IQ is priced based on student enrollment, creating a price point that is accessible for districts of all sizes. Read more
Do you integrate with single sign-on providers?
2 Comments
Official Response from Incident IQ
Yes. Incident IQ currently integrates with Google SSO, Azure, and Microsoft Local AD. Integrations with further SSO providers will be released in the near...Read more
Do you have a mobile app?
1 Comment
Official Response from Incident IQ
Yes. Incident IQ features a native mobile app, built for iOS and Android. Read more
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