Shlomi Lavi /
Sep 16, 2022
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Bottom Line: Which is Better - Support Incident Tracker or Freshdesk?
Support Incident Tracker is more expensive to implement (TCO) than Freshdesk, and Freshdesk is rated higher (94/100) than Support Incident Tracker (80/100). Freshdesk offers users more features (10) than Support Incident Tracker (5). There is a clear winner in this case and it is Freshdesk!
Looking for the right Help Desk solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:
The Support Incident Tracker Vs. FRESHDESK INC.
The Support Incident Tracker: Support Incident Tracker (or SiT!) is a Free Software/Open Source (GPL) web based application which uses PHP and MySQL for tracking technical support calls/emails (also commonly known as a 'Help Desk' or 'Support Ticket System'). Manage contacts, sites, technical support contracts and support incidents in one place. Send emails directly from Si...
FRESHDESK INC.: Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one.
Who is more expensive? Support Incident Tracker or Freshdesk?
The real total cost of ownership (TCO) of Help Desk software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for Support Incident Tracker and Freshdesk.
Support Incident Tracker price starts at $25 per license , On a scale between 1 to 10 Support Incident Tracker is rated 6, which is similar to the average cost of Help Desk software. Freshdesk price starts at $15 per agent/month , When comparing Freshdesk to its competitors, the software is rated 2 - much lower than the average Help Desk software cost.
Bottom line: Support Incident Tracker is more expensive than Freshdesk.
Which software includes more/better features?
We've compared Support Incident Tracker Vs. Freshdesk based on some of the most important and required Help Desk features.
Support Incident Tracker: Email Integration, Incident / Request Management, Multi-Site Support, Service Level Agreements, Support Ticket Tracking.
Freshdesk: Billing and Invoicing, Customer Survey, Email Integration, Knowledge Base/FAQ, LDAP/Active Directory Synchronization.
Target customer size
Support Incident Tracker is perfect for companies of all sizes. Freshdesk works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support.