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Compare Freshdesk and Issuetrak 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Mid-Market (39.3% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Starting at $26.00 1 per agent Per Month
Freshdesk
Star Rating
(3,620)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 plansIssuetrak
Star Rating
(62)4.1 out of 5
Market Segments
Mid-Market (39.3% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
Starting at $26.00 1 per agent Per Month
Learn more about IssuetrakSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in user satisfaction, boasting a significantly higher overall score compared to Issuetrak. Users appreciate its clean interface and strong automation features, which streamline ticket management and enhance productivity.
- According to verified reviews, Freshdesk's implementation process is praised for its intuitive onboarding, making it easier for teams to get started. In contrast, Issuetrak has received feedback indicating that while it has valuable features, the setup can be less straightforward.
- Users say that Freshdesk's multi-channel support and SLA tracking are standout features that help teams stay organized. Reviewers highlight how the shared inbox functionality prevents ticket duplication, ensuring efficient handling of customer requests.
- Reviewers mention that Issuetrak shines in its reporting capabilities, with users valuing the custom reporting features that allow for tailored insights. However, Freshdesk's reporting tools are also well-regarded, providing users with essential data to manage support effectively.
- G2 reviewers highlight that Freshdesk offers a better overall user experience, particularly in areas like ticket creation and response times. Users find the ticketing process to be smooth and efficient, while Issuetrak, although functional, has room for improvement in these aspects.
- According to recent feedback, while Issuetrak is recognized for its strong support quality, Freshdesk still leads in overall support satisfaction. Users appreciate the responsiveness and helpfulness of Freshdesk's support team, which contributes to a more positive experience.
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
Issuetrak
Cloud
Starting at $26.00
1 per agent Per Month
Great for use cases such as Issue Tracking, Help Desk, and Complaint Management!
Cloud and on-premises hosting
Agent-only Team Plans or Unlimited FREE User Support Plans!
Free Trial available.
- On-Premises or Cloud
- Unlimited Free Users
- Dashboard and Issue Hub
Free Trial
Freshdesk
Free Trial is available
Issuetrak
Free Trial is available
Ratings
Meets Requirements
8.6
3,185
8.0
58
Ease of Use
8.8
3,208
8.2
59
Ease of Setup
8.6
2,267
8.0
42
Ease of Admin
8.7
2,154
8.3
43
Quality of Support
8.7
3,083
9.0
56
Has the product been a good partner in doing business?
8.8
2,078
9.3
43
Product Direction (% positive)
8.8
3,160
7.8
59
Features by Category
Ticket and Case Management
8.9
2225
|
Verified
8.4
43
|
Verified
8.8
2232
|
Verified
8.1
43
|
Verified
8.5
2147
|
Verified
7.9
42
|
Verified
8.5
2037
|
Verified
8.2
39
8.3
1800
|
Verified
7.4
24
8.5
2088
|
Verified
8.1
41
|
Verified
8.7
2010
|
Verified
8.1
40
|
Verified
8.2
1374
|
Verified
7.8
24
|
Verified
Generative AI
7.3
331
Feature Not Available
7.4
328
Feature Not Available
Agentic AI - Help Desk
7.1
59
Not enough data
6.9
59
Not enough data
7.2
59
Not enough data
Communication Channels
8.6
1923
|
Verified
8.2
30
|
Verified
8.9
2070
|
Verified
8.4
32
|
Verified
8.4
1314
|
Verified
7.3
15
|
Verified
8.0
1193
|
Verified
Not enough data
7.9
940
|
Verified
Not enough data
Platform
8.0
1154
|
Verified
5.7
18
8.1
1662
|
Verified
7.7
30
|
Verified
8.6
1545
|
Verified
8.3
30
|
Verified
8.2
1142
|
Verified
6.7
11
|
Verified
8.0
1865
|
Verified
6.8
38
|
Verified
8.3
1959
|
Verified
7.9
38
|
Verified
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Service Desk
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
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
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
Channels
8.3
355
Not enough data
7.9
333
Not enough data
7.5
324
Not enough data
Design
8.2
331
Not enough data
7.8
336
Not enough data
8.2
356
Not enough data
8.3
343
Not enough data
8.4
332
Not enough data
Generative AI
7.7
266
Not enough data
7.7
266
Not enough data
Usability
8.7
266
Not enough data
8.7
262
Not enough data
8.7
255
Not enough data
Reporting
8.6
249
Not enough data
8.5
245
Not enough data
8.6
257
Not enough data
Generative AI
7.5
182
Not enough data
7.6
182
Not enough data
Monitoring
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 Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Agentic AI - Incident 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
Conversational Platform
8.3
433
Not enough data
8.3
381
Not enough data
8.3
373
Not enough data
8.4
308
Not enough data
Support Automation
8.4
389
Not enough data
8.4
410
Not enough data
8.2
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
209
Not enough data
7.4
206
Not enough data
Generative AI
7.9
118
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
585
|
Verified
Not enough data
8.7
602
|
Verified
Not enough data
8.7
496
|
Verified
Not enough data
8.5
200
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1662
|
Verified
7.7
30
|
Verified
8.6
204
Not enough data
8.1
186
Not enough data
8.8
560
|
Verified
Not enough data
8.8
520
|
Verified
Not enough data
8.6
548
|
Verified
Not enough data
Generative AI
7.9
144
Feature Not Available
Self-Service Experience
8.7
960
Not enough data
8.6
913
Not enough data
8.3
687
Not enough data
8.2
241
Not enough data
8.4
258
Not enough data
Self-Service Platform
8.5
254
Not enough data
8.6
261
Not enough data
8.0
221
Not enough data
8.4
238
Not enough data
Agentic AI - Customer Self-Service
7.8
19
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.5
19
Not enough data
7.4
18
Not enough data
7.7
18
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)
164
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
374
Not enough data
Channels
9.2(won by default)
480
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)
342
Not enough data
8.2(won by default)
56
Not enough data
Insight
8.6(won by default)
383
Not enough data
8.7(won by default)
172
Not enough data
8.6(won by default)
375
Not enough data
9.1(won by default)
447
Not enough data
Generative AI
7.7
88
Not enough data
7.7
87
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 Issuetrak are categorized as Help Desk and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents, Digital Customer Service Platforms, Conversational Support, Shared Inbox, Complaint Management, Customer Communications Management, Social Customer Service, and Live Chat
Issuetrak is categorized as Incident Management and IT Service Management (ITSM) Tools
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Issuetrak
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
13.0%
Internet
4.1%
Financial Services
4.1%
Education Management
3.7%
Other
58.1%
Information Technology and Services
14.5%
Telecommunications
8.1%
Hospital & Health Care
8.1%
Financial Services
6.5%
Education Management
6.5%
Other
56.5%
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
What is required for installation?
2 Comments
DH
IssueTrak is a web-based software application available for On-Premises installation using your own web server and database platform or hosted and maintained...Read more
Where is your support team based?
1 Comment
Official Response from Issuetrak
Our Virginia-based support team maintains at least a 97% customer satisfaction rate and is available 24/7.
• Web-based, email, mobile issue/ticket...Read more
What is Issuetrak used for?
1 Comment
Official Response from Issuetrak
Issuetrak is used by organizations to track tickets at their help desk, whether for internal IT requests or external customer support requests. A number of...Read more
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