Freshdesk vs IT Care Center comparison

Freshworks and IT Care Center are both solutions in the Help Desk Software category. Freshworks is ranked #5 with an average rating of 8.3, while IT Care Center is ranked #45. Freshworks holds a 2.9% mindshare in HDS, compared to IT Care Center’s 0.6% mindshare. Additionally, 92% of Freshworks users are willing to recommend the solution, compared to 100% of IT Care Center users who would recommend it.

Freshdesk

Read 36 Freshdesk reviews

2,111 Views
1,330 Comparison Views

92% willing to recommend

IT Care Center

Read 7 IT Care Center reviews

337 Views
283 Comparison Views

100% willing to recommend

Freshdesk

IT Care Center

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Freshdesk and IT Care Center compete in the customer service and IT management category. Based on the feature set and pricing flexibility, Freshdesk seems to have the upper hand, especially in automation and integration capabilities.

Features: Freshdesk offers a customizable solution center, multi-agent systems, and omnichannel capabilities. Its robust ticketing system, automation, and integration with social media and CRM tools are notable. Freshdesk's API enables significant customization. IT Care Center focuses on task management with flexible form creation, supporting a global view of tasks. It boasts custom development capabilities and tailored environment solutions for enhancing internal processes.

Room for Improvement: Freshdesk could improve integration and customization flexibility, with technical complexities in platform connections. Localization and app optimization are also needed. Users suggest better reporting and dashboards. IT Care Center needs a modern interface and mobile responsiveness improvements. A stronger mobile application presence and simplification of telephony connections are essential. Users also seek easier API usage and intuitive tracking metrics.

Ease of Deployment and Customer Service: Freshdesk provides flexible deployment options with a focus on cloud environments and is praised for responsive support, though consistency in technical assistance is needed. IT Care Center offers mainly on-premises solutions but has expanded to cloud deployments. Users appreciate its dedicated support but suggest faster response times and direct technical contact.

Pricing and ROI: Freshdesk offers various pricing models that are generally more affordable than competitors like Zendesk, though fees for social media integration apply. Users report good ROI through efficiency gains, though some find licensing restrictive as agent numbers grow. IT Care Center provides competitive pricing with bundled modules under one license, appealing to those seeking a comprehensive solution without unexpected costs. It offers valuable ROI through its customization and inclusive pricing despite lesser utilized modules.

To learn more, read our detailed Freshdesk vs. IT Care Center Report (Updated: September 2025).

Buyer's Guide

Freshdesk vs. IT Care Center

September 2025

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Helped 871,469 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Freshdesk

Ranking in Help Desk Software

5th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Customer Experience Management (5th), Field Service Management (3rd), Knowledge Management Software (5th)

IT Care Center

Ranking in Help Desk Software

45th

Average Rating

8.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (42nd)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of Freshdesk is 2.9%, down from 4.3% compared to the previous year. The mindshare of IT Care Center is 0.6%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Freshdesk	2.9%
IT Care Center	0.6%
Other	96.5%

Help Desk Software

Featured Reviews

Bharanidharan K

NOC SOC ANALYST at SAVIC Inc.

User-friendly interface but needs enhancement in ticket tracking and response times

There is no room for improvement in Freshdesk. We can set a time period for particular employees as something that could be better. For example, if some new employees are unfamiliar with Freshdesk, it should be more user-friendly. They need to give shortcut keys to use the ticketing portal. If some users don't know how to generate a ticket, providing them with a help desk or tutorial portal would be useful for the end-user.

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Yoram Avraham

Technology and Infrastructure Manager at Colmobil

Simple and quick to implement, easy to use, saves us time and money

This is a very flexible system, which is why I chose the platform. It is flexible with respect to our company processes and workflows, and this is something that is very important to us. The system allows us to configure simple forms and flows, and we use it when new employees are hired, when one transfers from one unit to another, or when one leaves the company. These are the main reasons that I use the functionality of the forms. IT Care Center has very much helped to simplify our IT service management. I have an SLA that commits me to 85% with the company. This platform allows me to provide services at almost 92%. It is very useful from this point of view. This product has helped us to reduce the number of IT tickets because after we have worked on a problem and closed the ticket, we send the user information on what steps we took to solve the problem. With the explanation, a user knows how to deal with the problem if it happens again. The reports also help us to reduce the number of tickets that we have. We look to see what the main reasons are for incidents and look at whether the same problem is recurring. This allows us to fix the problem in basic maintenance, and it has been very successful in helping to reduce the number of related tickets. Using this solution has helped us to reduce costs in two ways, both as a result of having fewer tickets. The first is that we have fewer employees; we have reduced our staff from five people to only three. Second, we have reduced the related hardware costs. We do not need to pay for as many PCs or laptops.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Technical support is outstanding."

"The most valuable features of Freshdesk that I have found useful are the quick and automated customer handling that uses AI and self-service options along with collaboration tools, which I plug into Slack, allowing my developer team to know directly what errors come from the main core of our website."

"It is very easy to make reports."

"Freshdesk is very easy to use, it is user-friendly, and users can access knowledge base articles."

"It is quite easy to program custom apps and integrate them."

"The organization that is possible with other departments is the solution's most valuable aspect."

"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."

"Freshdesk provides a plain vanilla solution, making it user-friendly and less complex."

More Freshdesk pros

"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."

"It runs smoothly and all of the components are very easy to work with."

"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."

"We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened."

"All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure."

"For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT."

"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."

Cons

"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."

"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."

"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."

"I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well."

"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."

"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."

"An area for improvement in Freshdesk would be enabling all features regardless of company or user size."

"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."

More Freshdesk cons

"They should have full integration with SSO services, like Okta, creating a full service solution."

"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."

"The UI screens could be a little bit more modern."

"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."

"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."

"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."

"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

Pricing and Cost Advice

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"The pricing is pretty manageable and acceptable."

"It is costly."

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

More Freshdesk pricing and cost advice

"The licensing model is very flexible."

"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."

"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."

"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

"This product is very cheap when compared to other platforms."

"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."

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Top Industries

By visitors reading reviews

Computer Software Company

23%

Manufacturing Company

Educational Organization

Financial Services Firm

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	21
Midsize Enterprise	5
Large Enterprise	8

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	4
Large Enterprise	2

Questions from the Community

What do you like most about Freshdesk?

Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.

See all answers

What needs improvement with Freshdesk?

With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature.

See all answers

What is your primary use case for Freshdesk?

As a customer success manager for over six years, I can sum up the benefits I've seen from using Freshdesk: it has played a huge role in ensuring that my customers stay happy, and happiness means d...

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Comparisons

ServiceNow vs Freshdesk

Compared 18% of the time

Maven AGI vs Freshdesk

Compared 8% of the time

JIRA Service Management vs Freshdesk

Compared 8% of the time

TOPdesk vs Freshdesk

Compared 7% of the time

Salesforce vs Freshdesk

Compared 6% of the time

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ServiceNow vs IT Care Center

Compared 100% of the time

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Product Reports

Buyer's Guide

Freshdesk

October 2025

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Buyer's Guide

IT Care Center

October 2025

Download IT Care Center product report

Also Known As

No data available

IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog

Overview

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.

Freshdesk Features and Benefits

Some of the solution's top features and benefits include:

Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.

Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.

Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.

Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.

Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.

Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
Integration: Freshdesk’s open API can be used to integrate the solution with multiple third-party systems.

Comprehensive security: Freshdesk’s security features allow you to:
- Set custom access permissions for agents.
- Perform comprehensive audits of networks and systems.
- Secure your own support domain or vanity URL with custom SSL certificates.
- Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
- Set up SSO scripts for credential authentication.

Reviews from Real Users

Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

Freshworks

IT Care Center is an affordable end-to-end platform, designed to manage IT operations from ticketing to application development and lifecycle management. The system includes a built-in rapid application development platform that helps organizations meet their specific requirements faster while continuously improving the user experience and a recognised decrease in support costs and incidents ongoing.

The solution can operate as both a cloud and an on-premise service, and it includes a simple user interface, customizable dashboards, internal and external user support, automation, customizable chatbot, SLA management & monitoring tool plus ITIL best practice workflows.

IT Care Center

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

Information Not Available

Buyer's Guide

Freshdesk vs. IT Care Center

September 2025

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