Compare Support Incident Tracker and Freshdesk - Sep 2022

Shlomi LaviShlomi 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.

Support Incident Tracker

ITQlick rating
(3/5)

starts at $25 per license

Support Incident Tracker, also known as SiT!, is an open source help desk software that can help users to track technical support emails and calls efficiently. The software is based on PHP and MySQL and can hel...

Categories: Help Desk.

Freshdesk

ITQlick rating
(4.5/5)

starts at $15 per agent/month

Freshdesk is a cloud based help-desk system designed to ensure good customer relations between and an organization and its clients. The solution core features include ticketing, collaboration and automations.

Categories: Call Monitoring, Banking CRM, Call Center, Casino CRM, Complaint Management.

Compare specifications

Compare features

Support Incident Tracker: 5 Features

Email Integration
Incident / Request Management
Multi-Site Support
Service Level Agreements
Support Ticket Tracking

Freshdesk: 10 Features

Billing and Invoicing
Customer Survey
Email Integration
Knowledge Base/FAQ
LDAP/Active Directory Synchronization
Multi-Site Support
Rules/Workflows
Scheduling
Facebook Integration
Twitter Integration
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100, the calculation is based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 (10 is high cost), based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Functionality score
Software review
Compare
Support ...
ITQlick rating
3/5
Score
80/100
Pricing
6.8/10
License pricing
$25 per license
Functionality
6
Compare
Freshdesk
ITQlick rating
4.5/5
Score
94/100
Pricing
2/10
License pricing
$15 per agent/month
Functionality
39
SolarWin...
ITQlick rating
5/5
Score
94/100
Pricing
4.2/10
License pricing
$19 per technician/month
Functionality
38
Zendesk
ITQlick rating
4.3/5
Score
92/100
Pricing
2/10
License pricing
$49 per agent/month
Functionality
48
Zoho Des...
ITQlick rating
4.5/5
Score
92/100
Pricing
4/10
License pricing
$14 per agent/month
Functionality
3

Auditor - Shlomi Lavi

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Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.