# Compare Freshdesk vs Shortcut 2026 | Capterra > Unsure of what to choose? Check Capterra to compare Freshdesk and Shortcut based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/124981-160498/Freshdesk-vs-Shortcut --- # Freshdesk vs Shortcut Features and Cost Comparison Last updated March 30th, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: FreshdeskShortcut2/4 selected [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.5 (3,408)](https://www.capterra.com/p/124981/Freshdesk/reviews/) [Shortcut](https://www.capterra.com/p/160498/Shortcut/)[4.6 (363)](https://www.capterra.com/p/160498/Shortcut/reviews/) [## Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.5 (3,408)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting Price $19.00/month Value-for-Money 4.4 Functionality 4.3 Ease of Use 4.5 Customer Service 4.5 Reviews Sentiment Based on [3,408 reviews](#user-reviews) Positive 3,195 Neutral 163 Negative 50 [## Shortcut](https://www.capterra.com/p/160498/Shortcut/)[4.6 (363)](https://www.capterra.com/p/160498/Shortcut/reviews/) Starting Price $8.50/year Value-for-Money 4.6 Functionality 4.4 Ease of Use 4.4 Customer Service 4.6 Reviews Sentiment Based on [363 reviews](#user-reviews) Positive 347 Neutral 15 Negative 1 ## Summary * * * Key features rated by users Features selected based on 2,556 reviews from issue tracking software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 84%Fit High performer Feature ratings Ticket Management 4.6 Support Ticket Tracking 4.5 Prioritization 4.5 Task Management 4.3 Collaboration Tools 4.1 71%Fit Missing features Feature ratings Ticket Management 4.5 Support Ticket Tracking NA Prioritization 3.9 Task Management 4.6 Collaboration Tools 4.4 User satisfaction User satisfaction 4.5 User reviews[3,408](https://www.capterra.com/p/124981/Freshdesk/reviews/) Ease of use 4.5 Functionality 4.3 Value for money 4.4 Customer support 4.5 User satisfaction 4.6 User reviews[363](https://www.capterra.com/p/160498/Shortcut/reviews/) Ease of use 4.4 Functionality 4.4 Value for money 4.6 Customer support 4.6 Price starts from Price starts from $19Per User, Per Month - Free version - Free trial Price starts from $8.50Per User, Per Year - Free version - Free trial Best for Best for Freshdesk is used by customer service departments, support agents, call centers, help desks, e-commerce companies, and retail businesses. Best for Shortcut is ideal for mid-sized Agile software teams who are looking for a Kanban-style project management tool that has enterprise-grade features, but is simple to configure and use. ## User reviews Pros & cons RD Riccardo D. Customer Support Manager > "Its wide range of integrations allows it to fit seamlessly into existing workflows, while the high level of customization ensures that the platform can adapt to..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113557) PF Pedro F. Head of Marketing > "Freshdesk serves its purpose as a basic helpdesk solution but feels increasingly outdated in today's market. While it handles standard ticketing needs adequately,..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7045458) MV Mayank V. Product Manager > "The ability to integrate with other tools and the availability of detailed analytics and reporting further enhance decision-making and overall customer support..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113821) PF Pedro F. Head of Marketing > "For teams looking for innovation and seamless connectivity with other tools, Freshdesk may fall short of expectations." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7045458) DL DONIA L. Project Manager > "Freshdesk makes managing support simple and efficient through intelligent ticketing and automation, and highly customized report builds can be time-consuming." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6856446) VR Verified Reviewer IT Support Analyst > "As good as our admin was at integrating the KB into Freshdesk, the ticketing feature was not as well though out." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6876583) AA Aditya A. Customer Service Representative > "It’s simplified the way in which I manage high-volume inquiries and helped me resolve queries more quickly while also keeping customers informed." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6780593) GC Graziana C. Customer Operations Lead > "I don’t like the price concept from Freshdesk, where some higher tiers needs more money" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7079732) RD Riccardo D. Customer Support Manager > "Freshdesk offers an excellent balance of affordability and functionality, making it a strong choice for teams looking to optimize their support operations without..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113557) SD Shikha D. Senior Reputation Executive > "Earlier, it used to be just 2/3 sections, but now I need to update 5/6 sections, or I can't close the ticket." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6849306) MV Mayank V. Product Manager > "I also appreciated the automation features, such as workflows and canned responses, which save time and improve productivity." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113821) PA Priscial A. Customer Service > "They offered us a credit for the following year, but after we reduced to just one agent and informed them immediately, the credit issue became a nightmare. Despite..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6459073) TM TouFue M. IT Tech > "Submitting ticket, creating knowledge base, setting up canned response all are great features to have." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7080410) VB Vittal B. Chief Product and Strategy Officer > "Its reporting is passable, but not ideal to build complex custom dashboards." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6828496) AY Andrew Y. Technical Support Manager > "Customer support portal, ticket communication, satisfaction emails, Support article creation, and now AI integration, A+ all around!" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6838487) AP Adam P. Systems Billing Developer > "Lack of notifications, too many fields needed to be filled in to close a ticket, can only action 50 things at a time, constant !" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6540632) DL DONIA L. Project Manager > "The automatic ticket allocations and the self help feature have saved us a lot of work and my team can invest in more complex problems." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6856446) NV Niels V. CFO > "There customer service and assistance is not excisting, questions remain unanswered, no solutions are offered, with this all kind of problems start to arise for..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6340632) PH Patricia H. Program Director > "It allows our small team to remain receptive and not to feel overwhelmed by messages flowing in different directions." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7070140) CE Chuck E. Support Services Analyst > "I have some concern about the pricing plan which is bit high as compared to available option in market also the customer support way more slow than I thought it..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6602735) AP Adam P. Systems Billing Developer > "Freshdesk is a perfectly acceptable ticketing system, it integrates well with email, and captures the core information you want, and allows notes and replys to be..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6540632) BA Brian A. Depot tech > "There were certain operations that could become difficult to keep track." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113053) AT Akshay T. Purchase Engineer > "It helps me managing my all activity at one place such as Purchase order tracking, vendors details and internal communication." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6743173) IJ Isaac J. Director > "We paid for 6 months, then without any warning or confirmation they automatically renewed it for 6 months and we aren't using it and they won't process a refund. " [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6536010) VL Vanessa L. CEO > "I find some of the most useful features are the private notes that customer service agents can keep on individual tickets, along with being able to assign tickets to..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6646176) JR Joe R. IT Director > "I also found the portal login to be troublesome at times when trying to login" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495) JH Jessica H. Digital Advisor > "I use Freshdesk daily as it is an efficient customer support platform that allows me to enhance productivity by managing and resolving customer inquiries in mu..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6352475) KS Katie S. Operations Manager > "The setup was pretty clunky to start and took a few tries to get it right for a ticketing system." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6878678) RA Riyad A. Technical Support Engineer > "The automation features, such as automatic reminders for customers, have helped ensure timely follow-ups and no communication is missed. While there are some..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6571875) JR Joe R. IT Director > "The layout is sort of confusing and it is not explicitly clear on where certain settings are." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495) JR Joe R. IT Director > "You can easily track tickets, and contacts and setup email forwarding to your ticket site with no real effort." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495) YY Yhan Y. Assistant Manager > "Some stuff we actually need for ops is kinda annoying to get unless you do manual exports." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6853895) JT Jacqueline T. Director of Technology > "Our productivity with ticket management increased beyond what my expectations were and the fact that we could keep the tickets forwarded the same way through an..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6292361) PA Priscial A. Customer Service > "We endured numerous calls and had no updates, with Freshdesk insisting we pay for two agents despite having only one for nearly 10 months." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6459073) SC Silvester C. Sr. Manager > "The best part about Freshdesk is that there is no size limit, that was one of the primary reason to go with Freshdesk also its features and ease of usage is like a..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7111932) VR Verified Reviewer IT Support Analyst > "My issues are more with the ticketing portion of Freshdesk." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6876583) VR Verified Reviewer Account Manager > "Great value for money, I use the product daily to track and manage customer support tickets, also love the integration to our entire tech stack and ease of use." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6868570) PJ Posh J. US IT LEAD > "The delayed response time for support caused productivity issues for my team" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6723745) AZ Arpad Z. Senior software consultant > "It's an efficient and scalable helpdesk solution that significantly improves the support process, making it easier to track, manage, and resolve customer inquiries." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6550938) LM L M. Lead Data And Analytics Manager > "the license model is very complicated that was recommended to our charity, this meant a complex mixture of varying license levels and day licenses which got..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6100685) Harry G. Head of Creative > "A fantastic tool to manage client support and success, with an indepth reporting system and plenty of features to ensure that SLAs are met and that clients are kept..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6464954) Mitusha A. Conversational AI Developer > "when it comes to integration of the Freskdesk to chat application on the web, there is a slight delay and it does not support buttons and QRs in case of some chatbot..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6034388) CO Chris O. President > "My digital agency uses Freshdesk for all our client support communication, and it's key to our communication and delivering fast, reliable support." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6569086) CG Courtney G. Artist > "Microphone disconnects from the program so the customer cannot hear you" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6327744) CL Carissa L. Marketing and sales manager > "It’s made our system for handling customer inquiries so much more organized and provides an easy to find history on past customer tickets." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6833253) SS Samuel S. Executive Administrator > "Also lacks ability to change what is seen (or tracked)." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6606254) JM Jessica M. Customer Service > "The platform's comprehensive features and reporting tools have also helped us identify areas for improvement and optimize our support workflows." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6603731) IM Ian M. Partner > "You have to use a separate time tracking tool for time sheets as it doesn't account for all the different tasks throughout the day" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6052173) EC Ewan C. Billing and Accounts Administrator > "The ticketing system, SLAs, and canned responses allow us to solve issues more quickly and more correctly." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6843675) VR Verified Reviewer Health Coach Manager > "You have to be careful about replying to a ticket, so the member/customer does not see replies." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6425162) GC Graziana C. Customer Operations Lead > "Freshdesk has an outstanding self service support, which gives immediate answers to customers" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7079732) IgG Ivan gabriel G. Operator > "Less useful features of freshdesk May include redundant features, dificulty in customization, and limitations in advanced analytics." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5082807) SC Stefano C. Marketing manager > "Entry-level plans are affordable but costs can grew quickly in higher-tier plans, if you need advanced features like custom reporting and better automations." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6575065) JI Joy I. Administrative Coordinator > "It depends on internet connection due to lack of offline access." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6665797) SJ Sam J. Office Administrator > "I like the AI that is used to route tickets and analyze the customers concerns, as well as perform repetitive tasks." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6489579) PA Priscial A. Customer Service > "As a result, we had to pay for services we didn’t use and ended up discontinuing Freshdesk." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6459073) VB Vittal B. Chief Product and Strategy Officer > "We made sure we were responsive even during product launches or outages with automation, SLAs, and canned responses." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6828496) IS Ian S. GM > "Lastly - the charts on the mobile app are not very usable as you can't save filters and to change filters on mobile is almost impossible." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4965039) SM Shailesh M. IT Service Delivery Manager > "It also means that various departments can collaborate seamlessly too." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113408) VR Verified Reviewer Marketing Director > "If you're looking to customize your helpdesk, Freshdesk is not for you." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6608619) SM Shailesh M. IT Service Delivery Manager > "Overall experience is positive - makes my day-to-day life easy by tracking/organising all queries/incidents for me." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113408) Sofiya K. Support Specialist > "The tech support for the app is also abysmal - they are extremely slow to respond or they just don't respond; when they do respond - they reply back with..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5043047) V Vidhi .. Marketing Associate > "It took some time to set up and get used to, but the productivity of our team over the long haul has been considerable along with the engagement with the customers,..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6568963) Sofiya K. Support Specialist > "The Fresh Chat mobile app keeps crashing without any reason, and it does not provide an error code, making it difficult to figure out how to fix the problem." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5043047) RJ Ramos J. Senior Researcher > "I like its advanced reporting and analytics capabilities that enable us to improve processes and measure performance." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6749011) JH Jessica H. Digital Advisor > "I like all of Freshdesk's features but I can see that it might not meet the needs of all businesses." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6352475) RA Riyad A. Technical Support Engineer > "The ticket management system is user-friendly, and the ability to track ticket progress and monitor team performance has been invaluable." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6571875) SK Surya K. Sr. Manager > "First, the interface can feel overwhelming, especially for new users." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6580514) VR Verified Reviewer Associate Product Manager > "Very effective ticket management, can be integrated with a wide variety of softwares either through the marketplace or through custom SDKs." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6571991) VR Verified Reviewer Problem Setter > "I also found that some aspects of the product can be difficult to use, such as the reporting features which require a lot of customization to get the data I need." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4768338) GC Graziana C. Customer Operations Lead > "Freshdesk is completely intentional in managing and centralizing customer support" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7079732) JS Jessica S. Owner > "There is Not always timely response to live chat." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6616914) VR Verified Reviewer Communications and Events Manager > "It is an easy for an entire team to access emails and other communications without having to share log in information across multiple accounts" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6866638) PA Paola A. Team Leader > "Sometimes this can be a problem because of the type of information that is displayed in the tickets, however I don't see it as such a big problem." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4848219) VR Verified Reviewer Project Manager > "I've used a few ticketing systems in my career, and I find Freshdesk to the one of the best ones." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7119649) VR Verified Reviewer Software Developer > "Additionally, there have been occasional glitches or slow loading times that can be frustrating when working on time-sensitive customer inquiries." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4761617) KG Kim G. Performance Marketing Manager > "Most of our customer requests are about the same few topics, so we have added a few saved replies to Freshdesk, which saves us a lot of time." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6403141) KT Karla T. system engineer > "The technical support is terrible. If we want to solve something, it takes more than 24 hours, the response should be immediate so as not to delay the work." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4936685) AW Angela W. Research Analyst > "I like how its omnichannel support in one dashboard which improves the efficiency of our workflows and saves valuable time." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6579579) Joshua Yeboah A. CEO > "Additionally, we encountered a few challenges when it came to configuring certain settings and workflow rules in Freshdesk." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4815678) [View Reviews](https://www.capterra.com/p/124981/Freshdesk/reviews/) MR Manish R. Software Engineer > "The task tracking feature is something I love, making a list of sub-tasks in a task is awesome it helps break down and simplify task." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4232617) JH Jo H. Product Manager > "We cannot push a feature from productboard to shortcut as a feature, only as an epic, and also can't link it to an existing epic?" [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___5085386) PG Paul G. Software Specialist > "Powerful search box - We get lots of tickets using the same set of keywords yet the search function seems to algorithmically know exactly..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3498285) JH Jo H. Product Manager > "Maybe it's just us not doing a good enough job onboarding our devs, but none of them realized that the most relevant view to them is if..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___5085386) CC Cindy C. Product Manager > "Love the dark mode and the colour coding of different story types i.e bug, feature or chore so it's easy to see things at the high level-..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4231741) JH Jo H. Product Manager > "The integrations of shortcut with other commonly used software by product managers are lacking." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___5085386) JH Jo H. Product Manager > "The reporting function looks very comprehensive and powerful but we don't use it well enough." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___5085386) AG Amy G. Customer Support Manager > "Maybe I just don't know how to use the features, and I know I use them in a completely different fashion than Engineering does (we create..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3698703) AG Amy G. Customer Support Manager > "I am only a user, but I know that our Engineering manager will be switching us to a different product soon for ticket management with the..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3698703) MA Marco A. Project Manager > "See?Other than that, it would be awesome to be able to change the team shortcut url. When I've created my team account I didn't know that..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4248165) VR Verified Reviewer Software Engineer > "It's non-invasive product that can be used in many different development processing styles, we have used it from Scrum, to KanBan to..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3554844) JD John D. VP of Engineering > "There are some quirks in group selection and application, filtering, and sorting that do not always let me cross-cut the data the ways I..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3188852) FH Fredrik H. CEO > "Nice diagrams and overviews." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___5085369) WA Wanja A. Product owner > "Moving stories between different Workflows is sometimes a bit annoying." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4231275) SM Sam M. Web Developer > "The webhooks for external tool integrations is nice (i.e. Github) and it clearly lays out ticket history, commit/PR tracking, and ticket..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186883) TW Timothy W. Software Engineer > "Dependency tracking is essentially non-existent because there is no point in creating dependencies for a story if I can't then sort them..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186781) DW Doug W. Software Developer > "I like the ability to easily create projects, tickets, and sub-tasks and to easily create custom view and filter tickets." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186806) DD Dylan D. Senior Software Engineer > "Search is also not great which can make it hard to lookup tickets and can cause duplicates / confusion when people can't find the..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3188710) KiV Kateřina V. Study Coordinator > "It also integrates with a lot of third-party tools, e.g. Slack, which works just fine and is helpful." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4681285) CYK Ching Yen K. Chief Technology Officer > "Charging fee : I have team member join and leave, empty seat is a waste of money." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4246794) PZ Paige Z. Product Manager > "I have found that the ability for me to create story templates for my team has improved the quality of the requirements for features,..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3187367) AG Amy G. Customer Support Manager > "Not user friendly for sorting or tagging for projects." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3698703) AS Andrew S. Software Developer > "The API access allowed me to integrate Shortcut with my tooling to make tagging commits and code far simpler than ever before." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186833) SJ Sam J. Director > "Unless you work in Agile methodology day in and day out, it can be difficult to understand how to effectively organize tasks/stories into..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186896) TM Thomas M. Senior Software Engineer > "I like the Github feature that allows linking PRs to tickets and move them along the workflow at different states." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186845) EH Emma H. Product Manager / Data Analyst > "This isn't to say that Shortcut doesn't have the right capabilities for notifications (commenting on stories is what I want notifications..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186953) RA Rafael A. Marketing Leader > "I like how easelly is to edit, tracking and manage your Projects anda tasks." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4234406) MS Mike S. President > "When you add tickets they sometimes "disappear" because you did not classify them correctly, e.g. wrong team, wrong workflow, wrong state..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186819) EB Erika B. Customer Success Team Lead > "I like how I can access my teams reports and see what is currently being worked on." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4231003) SO Samantha O. Mobile Dev > "All of the agile terminology is flipped or thrown out in shortcut and it makes it so confusing. Why not stick to the commonly accepted..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3187002) RA Rafael A. Marketing Leader > "We also manage our OKRs, so its very simple to connect those simple tasks to the strategic goals." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4234406) GR Gabriela R. Manager > "My team is not from the technology business so some features doesnt make sense to us." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4231880) CJ Cristian J. CEO > "Its integration with GitHub and similar tools is best in class." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4236966) AL Antoinette L. Valuation assistant > "There is no invoicing or tracking time so this was a bit of a turn off for me if this feature is upgraded the overall experience would be..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___2876338) SJ Sam J. Android Software Engineer > "Shortcut provides a clear and useful overview of the tasks in the project." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4230840) LaD Lee-ann D. Director of Business Systems > "The biggest issue we have now, after using the app for a while, is that stories do not populate into the Gantt charts, only epics." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3194557) FH Fredrik H. CEO > "It is extremely easy to use." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___5085369) VR Verified Reviewer Implementations Strategist > "Searching for specific tickets is really lacking - the filters aren't present in the product and are hard to remember." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3187038) FH Fredrik H. CEO > "Easy to get started with." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___5085369) AL Anthony L. Supervisor > "Sometimes, the UI glitches when commenting into a ticket and shows the markups instead." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3187096) CK Caleb K. Software Engineer > "We are a small-medium sized software / digital marketing agency and this helps us plan out our biweekly sprints in a very effective and..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186815) ND Nick D. Chief Technology Officer > "The product does not have a great way to document individual requirements or acceptance cases." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186884) RB Rimjhim B. Software Developer > "We have been using this tool since few months and can easily track and reporting project activities for specific projects and clients" [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___2819151) EI Eva I. Marketing > "Some of the features are cluttered in the interface, and it's not always easy to see which task is part of which work stream over time." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186775) PZ Paige Z. Product Manager > "I run 2 large scale applications and Shortcut has given my team the transparency it needs to operate at a high cadence." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3187367) MB Maddie B. SDK Engineer > "Sometimes it's hard to tell which filters you have applied, and therefore why a certain ticket is/isn't showing up." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186762) VR Verified Reviewer Implementations Strategist > "I like getting a holistic view of all the work our engineering teams are doing, and can easily zoom in on the work of just my team." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3187038) FA Fiona A. Account Executive > "There's no color coding system so can't differentiate between a hot priority and low priority" [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186827) TL Thomas L. Developer > "The first major benefit we saw with Shortcut was the speed of interaction - instead of waiting for the interface to catch up, we could..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3191775) VR Verified Reviewer Solutions Engineer > "sometimes tickets you create are lost in a void if not triaged correctly" [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3327017) VR Verified Reviewer Marketing Executive > "I am genuinely impressed with this new application and the limitation of it being only audio pushes me to get out of my comfort zone and..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___2883716) KK Kristiana K. Engineer > "The organization between stories, epics, workflows etc is confusing" [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3191229) KiV Kateřina V. Study Coordinator > "Shortcut is a project management tool which is very easy to use and is suitable for agile teams." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4681285) CT Carl T. graduate student > "interface can be somewhat confusing, specifically creating new workflows" [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3326793) RC Russ C. Senior Engineer > "Also, searching and filtering is very robust." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4234108) CG Camila G. Designer > "Naming conventions are awful in this software, epics, stories etc dont make sense" [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3187106) MR Manish R. Software Engineer > "It's super easy to use Shortcut features without going into much details as it's self reflective." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4232617) VR Verified Reviewer Full Stack Engineer > "Also don't like that there are no subtasks that expands to a whole ticket." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3327046) Alan S. Product Manager > "The collaboration with team members and tracking of features or bugs makes it very valuable for our dev and product teams!" [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3043972) VR Verified Reviewer Solutions Engineer > "Sometimes the auto-save fails and you lose work" [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3327017) RJ Rachel J. Software Engineer > "It is very helpful to have my PRs and cards so closely linked and better help my team understand their progress as they make their way..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186839) EC Elizabeth C. Project Manager > "Sometimes it's hard to remember where less often used features are." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3187139) IP Isak P. Developer > "Offers lots of customizability." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3984613) KD Kathryn D. Chief of Staff > "The reason we stopped using it was we didn't actually need all the features that it had." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186876) VR Verified Reviewer Operation Product Manajer > "I like the product; it's very user-friendly; I love the messages that appear when the platform is loading" [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___4231772) VR Verified Reviewer Lead Engineer > "The burndown charts can be relatively hard to read." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186829) JO Jared O. VP of Engineering > "Overall Shortcut is a great product and it's got a robust set of integrations that really help us to hone our Product and Sofware..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186799) KI Krishna I. sre > "The speed and loading time is quite slow." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186937) SF Sam F. Software Engineer > "The ability to create epics and cards at a basic level is good enough for most use cases." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186921) VR Verified Reviewer Business Intelligence Developer > "Mostly dates feels confusing, and currently it only changes the interface from a card when the task is due." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___2675704) EN Emily N. Senior Product Manager > "The roadmap tool is extremely valuable for communicating progress and dependencies to the rest of my organization." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3187124) LN Leo N. Software Engineer > "The mobile app experience wasn’t great when I first tried." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3187713) ND Nick D. Chief Technology Officer > "We love the tool and leverage it for all of our product management and agile software delivery workflows." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186884) Ezra S. Customer Support Engineer at Appointlet > "As a customer success manager, I file ticket reports and sometimes they get closed without my being alerted." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___2448089) CT Carl T. graduate student > "Very helpful for planning what steps need to be taken, their relative priority and documenting progress/implementation in a research..." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3326793) RC Reena C. Customer Experience > "Easy for requests to get lost, hard to follow requests" [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3187029) MS Matt S. CEO > "Shortcut lets me track my tasks across projects with ease - in fact that's a core piece of what they do." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3186960) VR Verified Reviewer Business Intelligence Developer > "I believe it's missing a few features that you should expect from a project management software." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___2675704) VR Verified Reviewer Founder > "It makes managing tasks so much easier" [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___3731108) PT Pierce T. Senior Software Engineer > "I don't know if this is just how we have it set up, or I am just not used to the interface yet." [See full review](https://www.capterra.com/p/160498/Shortcut/#Capterra___2473470) [View Reviews](https://www.capterra.com/p/160498/Shortcut/reviews/) ## User interface 4.50 (3,408) [Shortcut](https://www.capterra.com/p/160498/Shortcut/) 4.60 (363) ### Features Freshdesk Top features 42/50 - Access Controls/Permissions - Activity Dashboard - Activity Tracking - AI Copilot - Alerts/Escalation - Alerts/Notifications - API - Assignment Management - Chat/Messaging - Collaboration Tools - Commenting/Notes - Configurable Workflow - Customizable Branding - Customizable Fields - Customizable Forms - Customizable Reports - Customizable Templates - Dashboard - Drag & Drop - Email Management - Generative AI - Help Desk Management - Issue Auditing - Issue Management - Issue Scheduling - Issue Tracking - Knowledge Base Management - Monitoring - Multi-Channel Communication - Prioritization - Projections - Project Management - Real-Time Notifications - Real-Time Reporting - Real-Time Updates - Recurring Issues - Reporting & Statistics - Role-Based Permissions - Rules-Based Workflow - Self Service Portal - Service Level Agreement (SLA) Management - SSL Security - Support Ticket Management - Support Ticket Tracking - Surveys & Feedback - Tagging - Task Management - Task Progress Tracking - Third-Party Integrations - Ticket Management [See all features](https://www.capterra.com/p/124981/Freshdesk/#features) Shortcut 25/50 - Access Controls/Permissions - Activity Dashboard - Activity Tracking - AI Copilot - Alerts/Escalation - Alerts/Notifications - API - Assignment Management - Chat/Messaging - Collaboration Tools - Commenting/Notes - Configurable Workflow - Customizable Branding - Customizable Fields - Customizable Forms - Customizable Reports - Customizable Templates - Dashboard - Drag & Drop - Email Management - Generative AI - Help Desk Management - Issue Auditing - Issue Management - Issue Scheduling - Issue Tracking - Knowledge Base Management - Monitoring - Multi-Channel Communication - Prioritization - Projections - Project Management - Real-Time Notifications - Real-Time Reporting - Real-Time Updates - Recurring Issues - Reporting & Statistics - Role-Based Permissions - Rules-Based Workflow - Self Service Portal - Service Level Agreement (SLA) Management - SSL Security - Support Ticket Management - Support Ticket Tracking - Surveys & Feedback - Tagging - Task Management - Task Progress Tracking - Third-Party Integrations - Ticket Management [See all features](https://www.capterra.com/p/160498/Shortcut/#features) ### Recognition No recognitions have been awarded to Freshdesk No recognitions have been awarded to Shortcut ### Deployment & support Freshdesk Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Shortcut Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details Freshdesk - By Freshworks - Located in United States - Founded in 2011 Shortcut - By Shortcut - Located in United States - Founded in 2015 ## 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