# Freshdesk vs Issuetrak Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in managing client support tickets, with users appreciating its ability to organize tickets with updated statuses for easy tracking and resolution. The automation features, such as ticket flow configuration and categorization, are particularly highlighted as beneficial for enhancing customer satisfaction.
- **Users say** that Issuetrak provides a seamless experience for inter-departmental ticket management, allowing easy communication and status updates. The time tracking feature is also praised, enabling users to monitor how long tickets take to resolve, which can be crucial for efficiency.
- **Reviewers mention** that Freshdesk's user-friendly interface contributes to a smoother onboarding process, making it easier for teams to adapt quickly. The filter options for differentiating ticket types are also noted as a significant advantage, streamlining the support process.
- **According to verified reviews** , Issuetrak stands out for its robust reporting capabilities, with users valuing the ability to generate summary reports and custom queries. This feature is particularly useful for teams that need to analyze ticket trends and performance metrics.
- **G2 reviewers highlight** that Freshdesk's overall satisfaction ratings are higher, reflecting a more favorable user experience. Features like automated ticket creation for user-reported issues enhance its appeal, making it a strong choice for businesses looking for comprehensive support solutions.
- **Users express mixed feelings** about the quality of support from both platforms, with Issuetrak receiving slightly higher marks. However, Freshdesk's extensive user base and recent positive feedback suggest that it may offer more resources and community support for troubleshooting and best practices.



| | Freshdesk | Issuetrak | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.1 out of 5 | 
| **Total Reviews** | 3,748 | 63 | 
| **Largest Market Segment** | Small-Business (48.6% of reviews) | Mid-Market (40.4% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | Starting at $26.00 1 per agent Per Month | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (223 reviews)
- Features (158 reviews)

Cons:
- Missing Features (69 reviews)
- Limited Features (62 reviews)

### Issuetrak

**Not enough data**

---
## Ratings Comparison
| Rating | Freshdesk | Issuetrak | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3280 reviews) | 8.0 (58 reviews) | 
  | **Ease of Use** | 8.9 (3304 reviews) | 8.2 (59 reviews) | 
  | **Ease of Setup** | 8.6 (2360 reviews) | 8.0 (42 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 8.3 (43 reviews) | 
  | **Quality of Support** | 8.7 (3179 reviews) | 9.0 (56 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 9.3 (43 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3249 reviews) | 7.8 (59 reviews) | 

---
## Pricing

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

### Issuetrak

#### Entry-Level Pricing

Plan: Cloud

Price: Starting at $26.00 1 per agent Per Month

Description: 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.

Key Features:
- On-Premises or Cloud
- Unlimited Free Users
- Dashboard and Issue Hub

[Learn more about Issuetrak](https://www.g2.com/products/issuetrak/reviews)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.2/10 | 2591 |
| **Issuetrak** | 7.7/10 | 44 |

#### Ticket and Case Management

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2252 reviews) ✓ Verified | 8.4 (43 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (2264 reviews) ✓ Verified | 8.1 (43 reviews) ✓ Verified | 
| **Workflow** | 8.5 (2192 reviews) ✓ Verified | 7.9 (42 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (2068 reviews) ✓ Verified | 8.2 (39 reviews) | 
| **SLA Management** | 8.3 (1810 reviews) ✓ Verified | 7.4 (24 reviews) | 
| **Attachments/Screencasts** | 8.5 (2094 reviews) ✓ Verified | 8.1 (41 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.7 (2027 reviews) ✓ Verified | 8.1 (40 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.3 (1378 reviews) ✓ Verified | 7.8 (24 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **AI Text Generation** | 7.3 (331 reviews) | Feature Not Available | 
| **AI Text Summarization** | 7.4 (325 reviews) | Feature Not Available | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Autonomous Task Execution** | 7.2 (58 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.9 (57 reviews) | Not enough data | 
| **Proactive Assistance** | 7.2 (56 reviews) | Not enough data | 

#### Communication Channels

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Customer Portal** | 8.6 (1926 reviews) ✓ Verified | 8.2 (30 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (2090 reviews) ✓ Verified | 8.4 (32 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.4 (1316 reviews) ✓ Verified | 7.3 (15 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (1191 reviews) ✓ Verified | Not enough data | 
| **Voice** | 7.9 (937 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Mobile User Support** | 8.1 (1161 reviews) ✓ Verified | 5.7 (18 reviews) | 
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | 7.7 (30 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (1550 reviews) ✓ Verified | 8.3 (30 reviews) ✓ Verified | 
| **Integration** | 8.3 (1157 reviews) ✓ Verified | 6.7 (11 reviews) ✓ Verified | 
| **Reporting** | 8.0 (1881 reviews) ✓ Verified | 6.8 (38 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1967 reviews) ✓ Verified | 7.9 (38 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Issuetrak** | N/A | N/A |

#### Administration

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Change Management** | Not enough data | Not enough data | 
| **Asset Management** | Not enough data | Not enough data | 
| **Reports & Analytics** | Not enough data | Not enough data | 

#### Service Desk

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Help Desk** | Not enough data | Not enough data | 
| **Incident Reports** | Not enough data | Not enough data | 
| **Process Workflow** | Not enough data | Not enough data | 

#### Management

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Reporting** | Not enough data | Not enough data | 
| **Administration Console** | Not enough data | Not enough data | 
| **Access Management** | Not enough data | Not enough data | 
| **Asset Management** | Not enough data | Not enough data | 
| **Policy Dictation** | Not enough data | Not enough data | 

#### Functionality

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Ticketing System** | Not enough data | Not enough data | 
| **Performance Logging** | Not enough data | Not enough data | 
| **Alerting** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 404 |
| **Issuetrak** | N/A | N/A |

#### Channels

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | Not enough data | 
| **Open Listening** | 8.0 (334 reviews) | Not enough data | 
| **Physical Media** | 7.5 (324 reviews) | Not enough data | 

#### Design

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | Not enough data | 
| **Create Content** | 7.8 (335 reviews) | Not enough data | 
| **Personalization** | 8.3 (356 reviews) | Not enough data | 
| **Inbound Identification** | 8.3 (344 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.4 (332 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (264 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **Issuetrak** | N/A | N/A |

#### Usability

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | Not enough data | 
| **Supporting Documents** | 8.7 (259 reviews) | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | 

#### Reporting

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (253 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (178 reviews) | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 269 |
| **Issuetrak** | N/A | N/A |

#### Productivity Tools

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Notes** | 8.9 (237 reviews) | Not enough data | 
| **Internal Discussion** | 8.7 (222 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.6 (225 reviews) | Not enough data | 
| **Workflows** | 8.7 (229 reviews) | Not enough data | 
| **Templates** | 8.7 (232 reviews) | Not enough data | 
| **Integrations** | 8.3 (209 reviews) | Not enough data | 
| **Tagging System** | 8.7 (227 reviews) | Not enough data | 

#### Analytics

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Trends** | 8.3 (204 reviews) | Not enough data | 
| **Performance Tracking** | 8.5 (214 reviews) | Not enough data | 
| **Email Tracking** | 8.6 (212 reviews) | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (12 reviews) | Not enough data | 
| **Decision Making** | 7.1 (14 reviews) | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Issuetrak** | N/A | N/A |

#### Monitoring

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Constant Monitoring** | Not enough data | Not enough data | 
| **Timely Alerts** | Not enough data | Not enough data | 
| **TIcket Accuracy** | Not enough data | Not enough data | 
| **AI Monitoring** | Not enough data | Not enough data | 

#### Management Tools

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Ticket Assignment** | Not enough data | Not enough data | 
| **Standardization** | Not enough data | Not enough data | 
| **Lifecycle Visualization** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | 
| **AI Text Summarization** | Not enough data | Feature Not Available | 

#### Agentic AI - Incident Management

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **Issuetrak** | N/A | N/A |

#### Conversational Platform

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Personalization** | 8.3 (432 reviews) | Not enough data | 
| **Omnichannel** | 8.3 (378 reviews) | Not enough data | 
| **Contextual Engagement** | 8.3 (371 reviews) | Not enough data | 
| **Proactive Engagement** | 8.4 (307 reviews) | Not enough data | 

#### Support Automation

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | Not enough data | 
| **Seamless Escalation** | 8.4 (408 reviews) | Not enough data | 
| **Transcripts** | 8.3 (373 reviews) | Not enough data | 
| **Self-Serve Support** | 8.2 (314 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (203 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1886 |
| **Issuetrak** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (114 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | Not enough data | 

#### Communication

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (199 reviews) | Not enough data | 
| **Co-Browsing** | 8.2 (202 reviews) | Not enough data | 

####  Internal Use

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | 7.7 (30 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (203 reviews) | Not enough data | 
| **Lead Development** | 8.2 (186 reviews) | Not enough data | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **Issuetrak** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | Feature Not Available | 

#### Self-Service Experience

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | Not enough data | 
| **Searchable Articles** | 8.6 (911 reviews) | Not enough data | 
| **Community Forums** | 8.3 (682 reviews) | Not enough data | 
| **Mobile Optimization** | 8.2 (238 reviews) | Not enough data | 
| **Personalization** | 8.4 (255 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Branding** | 8.5 (253 reviews) | Not enough data | 
| **Automation** | 8.6 (260 reviews) | Not enough data | 
| **Artificial Intelligence** | 8.0 (220 reviews) | Not enough data | 
| **Integrations** | 8.4 (237 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | Not enough data | 
| **Multi-step Planning** | 7.7 (15 reviews) | Not enough data | 
| **Cross-system Integration** | 7.9 (16 reviews) | Not enough data | 
| **Adaptive Learning** | 7.7 (17 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.6 (17 reviews) | Not enough data | 
| **Proactive Assistance** | 7.6 (16 reviews) | Not enough data | 
| **Decision Making** | 7.8 (16 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 532 |
| **Issuetrak** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (79 reviews) | Not enough data | 

#### Process

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Mentions** | 8.6 (163 reviews) | Not enough data | 
| **Tickets** | 9.3 (485 reviews) | Not enough data | 
| **Macros** | 8.6 (372 reviews) | Not enough data | 

#### Channels

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Email** | 9.2 (480 reviews) | Not enough data | 
| **Social** | 8.7 (416 reviews) | Not enough data | 
| **Live Chat** | 8.8 (377 reviews) | Not enough data | 
| **Phone** | 8.5 (341 reviews) | Not enough data | 
| **Text** | 8.3 (59 reviews) | Not enough data | 

#### Insight

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Surveys** | 8.6 (383 reviews) | Not enough data | 
| **Reporting** | 8.7 (170 reviews) | Not enough data | 
| **Visitor Activity** | 8.6 (374 reviews) | Not enough data | 
| **Help Desk** | 9.1 (446 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **Issuetrak** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (85 reviews) | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **Issuetrak** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | Not enough data | 
| **Contextual Response Generation** | 8.5 (9 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.3 (9 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | Not enough data | 
| **Multilingual Support** | 8.0 (9 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (10 reviews) | Not enough data | 
| **Escalation Handling** | 8.7 (10 reviews) | Not enough data | 
| **Workflow Optimization** | 8.5 (10 reviews) | Not enough data | 

#### Automation

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (9 reviews) | Not enough data | 
| **Document Processing** | 9.1 (9 reviews) | Not enough data | 

#### Autonomy

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | Not enough data | 
| **Adaptive Responses** | 8.3 (9 reviews) | Not enough data | 
| **Task Execution** | 8.3 (9 reviews) | Not enough data | 
| **Problem Solving** | 8.0 (9 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Issuetrak** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | Issuetrak | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (2):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Freshdesk (8):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat)

**Unique to Issuetrak (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | Issuetrak | 
|---|---|---|
| **Small-Business** | 48.6% | 24.6% | 
| **Mid-Market** | 39.7% | 40.4% | 
| **Enterprise** | 11.7% | 35.1% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.7%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

#### Issuetrak

- **Information Technology and Services:** 14.5%
- **Telecommunications:** 8.1%
- **Hospital & Health Care:** 8.1%
- **Education Management:** 6.5%
- **Financial Services:** 6.5%
- **Computer Software:** 4.8%
- **Accounting:** 3.2%
- **Computer Networking:** 3.2%
- **Electrical/Electronic Manufacturing:** 3.2%
- **Furniture:** 3.2%
- **Other:** 38.7%

---
## Alternatives

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6946 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
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- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1110 reviews)

### Alternatives to Issuetrak

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- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7629 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (590 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1537 reviews)

---
## Top Discussions

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"
- Title: [How can Integrate FreashDesk with Zoho Books](https://www.g2.com/discussions/how-can-integrate-freashdesk-with-zoho-books) — 2 comments, 1 upvote
  > **Top comment:** "You can use Zapier to connect the systems.
For example, create a Zap that is triggered by a ticket update in Freshdesk. When the ticket is 'closed' to then..."

### Issuetrak

- Title: [What is required for installation?](https://www.g2.com/discussions/what-is-required-for-installation) — 2 comments, 1 upvote
  > **Top comment:** "IssueTrak is a web-based software application available for On-Premises installation using your own web server and database platform or hosted and maintained..."
- Title: [What is Issuetrak used for?](https://www.g2.com/discussions/what-is-issuetrak-used-for) — 1 comment *(includes official response)*
  > **Top comment:** "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..."
- Title: [Where is your support team based?](https://www.g2.com/discussions/support-team) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Our Virginia-based support team maintains at least a 97% customer satisfaction rate and is available 24/7.

•	Web-based, email, mobile issue/ticket..."
- Title: [What kinds of businesses & industries are working with Issuetrak?](https://www.g2.com/discussions/755-industries-using-issuetrak) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "
Issuetrak is at the same time easy to use AND highly customizable, offering many user-defined options. This is why our customer base spans a wide range of..."

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**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-vs-issuetrak)