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Compare Freshservice and Issuetrak 
Featured Products
At a Glance
Market Segments
Mid-Market (62.1% of reviews)
Mid-Market (39.3% of reviews)
Entry-Level Pricing
$19.00
Starting at $26.00 1 per agent Per Month
Freshservice
Star Rating
(1,308)4.6 out of 5
Market Segments
Mid-Market (62.1% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 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 Freshservice excels in user experience, with an intuitive interface that simplifies customer support management. Users appreciate its modern tools, which streamline processes and enhance productivity, making it a favorite for organizations looking to consolidate multiple applications into one platform.
- According to verified reviews, Issuetrak stands out for its robust reporting capabilities. Users highlight the highly utilized Reports section, which allows for custom queries and automated reports, making it a valuable asset for organizations that rely on detailed analytics for decision-making.
- Reviewers mention that Freshservice's versatility is a significant advantage, as it supports multiple departments beyond just IT. This flexibility has been particularly beneficial for organizations that have expanded its use for ticketing and support across various teams, enhancing overall collaboration.
- Users say that while Issuetrak is praised for its effective ticketing system, it may face challenges in matching specific workflow needs. Some reviewers noted configuration difficulties, which could impact the overall user experience for teams with unique requirements.
- G2 reviewers highlight that Freshservice has a strong market presence, reflected in its higher total number of reviews and recent user feedback. This suggests a more active user community, which can be beneficial for prospective buyers seeking a well-supported product with ongoing updates and improvements.
- According to recent feedback, both products receive high marks for quality of support, with Issuetrak scoring particularly well. However, Freshservice's overall higher ratings in ease of use and setup indicate that it may be a more user-friendly option for teams looking to get started quickly without extensive training.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
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
Freshservice
Free Trial is available
Issuetrak
Free Trial is available
Ratings
Meets Requirements
8.9
1,169
8.0
58
Ease of Use
9.2
1,171
8.2
59
Ease of Setup
8.8
954
8.0
42
Ease of Admin
9.0
957
8.3
43
Quality of Support
9.0
1,129
9.0
56
Has the product been a good partner in doing business?
9.1
932
9.3
43
Product Direction (% positive)
9.5
1,156
7.8
59
Features by Category
Ticket and Case Management
Not enough data
8.4
43
|
Verified
Not enough data
8.1
43
|
Verified
Not enough data
7.9
42
|
Verified
Not enough data
8.2
39
Not enough data
7.4
24
Not enough data
8.1
41
|
Verified
Not enough data
8.1
40
|
Verified
Not enough data
7.8
24
|
Verified
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.2
30
|
Verified
Not enough data
8.4
32
|
Verified
Not enough data
7.3
15
|
Verified
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
5.7
18
Not enough data
7.7
30
|
Verified
Not enough data
8.3
30
|
Verified
Not enough data
6.7
11
|
Verified
Not enough data
6.8
38
|
Verified
Not enough data
7.9
38
|
Verified
Administration
8.6
321
|
Verified
Not enough data
8.4
345
|
Verified
Not enough data
8.4
374
|
Verified
Not enough data
Service Desk
9.4
402
|
Verified
Not enough data
9.1
377
|
Verified
Not enough data
8.8
370
|
Verified
Not enough data
Management
8.5
312
|
Verified
Not enough data
8.9
319
|
Verified
Not enough data
8.8
283
|
Verified
Not enough data
8.5
286
|
Verified
Not enough data
8.2
230
|
Verified
Not enough data
Functionality
9.4
333
|
Verified
Not enough data
8.7
271
|
Verified
Not enough data
8.7
268
|
Verified
Not enough data
8.8
304
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
8.0
9
Not enough data
7.3
10
Not enough data
8.0
9
Not enough data
7.6
9
Not enough data
7.4
9
Not enough data
8.1
9
Not enough data
8.3
10
Not enough data
Monitoring
8.3
267
|
Verified
Not enough data
8.6
303
|
Verified
Not enough data
8.8
320
|
Verified
Not enough data
6.1
25
Not enough data
Management Tools
9.1
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Not enough data
Generative AI
7.8
136
Feature Not Available
7.8
135
Feature Not Available
Agentic AI - Incident Management
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Generative AI
7.2
75
Feature Not Available
Self-Service Experience
8.4
136
Not enough data
8.7
132
Not enough data
7.1
112
Not enough data
7.6
114
Not enough data
8.2
133
Not enough data
Self-Service Platform
8.5
134
Not enough data
8.7
138
Not enough data
7.1
107
Not enough data
8.1
129
Not enough data
Agentic AI - Customer Self-Service
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Not enough data
Generative AI
7.7
70
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Incident Management
9.1
736
Not enough data
8.9
739
Not enough data
9.0
792
Not enough data
8.6
728
Not enough data
8.6
693
Not enough data
Reporting
8.6
774
Not enough data
8.2
637
Not enough data
8.2
616
Not enough data
Access & Usability
8.4
702
Not enough data
8.9
725
Not enough data
8.5
550
Not enough data
8.7
562
Not enough data
Agentic AI - Service Desk
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
6.7
8
Not enough data
Analysis
7.6
175
Not enough data
Platform
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Not enough data
Security
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
Not enough data
Agentic AI - Enterprise IT 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
Categories
Categories
Shared Categories
Freshservice and Issuetrak are categorized as IT Service Management (ITSM) Tools, Incident Management, and Customer Self-Service
Reviews
Reviewers' Company Size
Freshservice
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
19.6%
Computer Software
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.4%
Other
63.4%
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
How has your experience been with Freshservice support?
12 Comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 Comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...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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