# DevRev vs Freshdesk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in managing client support tickets, with users appreciating its ability to organize tickets with updated statuses for easy tracking and resolution. The automation features, such as ticket flow configuration and categorization, are particularly highlighted as enhancing customer satisfaction.
- **Users say** that DevRev offers a user-friendly interface, making it a valuable CRM tool. Reviewers find the specific app and dashboards helpful for summarizing emails and tracking ticket statuses efficiently, showcasing its strengths in providing a clear overview of customer interactions.
- **According to verified reviews** , Freshdesk stands out for its quick implementation process, with many users noting the intuitive onboarding wizard that simplifies setup. This ease of setup is a significant advantage for teams looking to get started without extensive training.
- **Reviewers mention** that while Freshdesk has a robust ticket creation and response experience, DevRev's AI capabilities are noteworthy. Users appreciate how DevRev's AI assists in enhancing productivity and feature addition, indicating a strong focus on leveraging technology for improved customer support.
- **G2 reviewers highlight** that Freshdesk's extensive review count and higher overall satisfaction scores reflect its reliability and effectiveness in the help desk category. In contrast, DevRev, while having a smaller user base, still garners positive feedback for its unique features and CRM functionalities.
- **Users report** that Freshdesk's automation capabilities, such as automatically creating tickets for user issues, significantly streamline support processes. Meanwhile, DevRev's dashboard creation and RCA preparation tools are praised for their ability to provide valuable insights, showcasing how both platforms cater to different user needs.



| | DevRev | Freshdesk | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 210 | 3,749 | 
| **Largest Market Segment** | Mid-Market (53.9% of reviews) | Small-Business (48.7% of reviews) | 
| **Entry Level Price** | No pricing available | $19.00 1 User per month billed annually Per Month | 

---
## Top Pros & Cons

### DevRev

Pros:
- Ease of Use (54 reviews)
- Efficiency (51 reviews)

Cons:
- Missing Features (30 reviews)
- Limited Features (21 reviews)

### Freshdesk

Pros:
- Ease of Use (223 reviews)
- Features (158 reviews)

Cons:
- Missing Features (69 reviews)
- Limited Features (62 reviews)

---
## Ratings Comparison
| Rating | DevRev | Freshdesk | 
|---|---|---|
  | **Meets Requirements** | 8.4 (160 reviews) | 8.6 (3281 reviews) | 
  | **Ease of Use** | 8.5 (163 reviews) | 8.9 (3305 reviews) | 
  | **Ease of Setup** | 8.0 (108 reviews) | 8.6 (2361 reviews) | 
  | **Ease of Admin** | 8.8 (47 reviews) | 8.7 (2199 reviews) | 
  | **Quality of Support** | 8.9 (153 reviews) | 8.7 (3180 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.2 (46 reviews) | 8.8 (2122 reviews) | 
  | **Product Direction (% positive)** | 9.3 (159 reviews) | 8.8 (3250 reviews) | 

---
## Pricing

### DevRev

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **DevRev** | 7.8/10 | 70 |
| **Freshdesk** | 8.2/10 | 2595 |

#### Ticket and Case Management

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Ticket creation user experience** | 8.6 (45 reviews) | 8.9 (2253 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.6 (48 reviews) | 8.8 (2266 reviews) ✓ Verified | 
| **Workflow** | 8.5 (45 reviews) | 8.5 (2194 reviews) ✓ Verified | 
| **Response Automation** | 8.2 (40 reviews) | 8.5 (2069 reviews) ✓ Verified | 
| **SLA Management** | 8.3 (41 reviews) | 8.3 (1810 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.3 (42 reviews) | 8.5 (2094 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.5 (43 reviews) | 8.7 (2029 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.2 (42 reviews) | 8.3 (1379 reviews) ✓ Verified | 

#### Generative AI

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **AI Text Generation** | 7.9 (36 reviews) | 7.3 (330 reviews) | 
| **AI Text Summarization** | 8.5 (38 reviews) | 7.4 (325 reviews) | 

#### Agentic AI - Help Desk

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (22 reviews) | 7.1 (57 reviews) | 
| **Natural Language Interaction** | 7.2 (22 reviews) | 6.9 (57 reviews) | 
| **Proactive Assistance** | 6.7 (20 reviews) | 7.2 (56 reviews) | 

#### Communication Channels

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Customer Portal** | 8.1 (37 reviews) | 8.6 (1927 reviews) ✓ Verified | 
| **Email to Case** | 8.3 (44 reviews) | 8.9 (2090 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.1 (40 reviews) | 8.4 (1317 reviews) ✓ Verified | 
| **Social Integration** | 6.1 (33 reviews) | 8.0 (1191 reviews) ✓ Verified | 
| **Voice** | 5.5 (34 reviews) | 7.9 (936 reviews) ✓ Verified | 

#### Platform

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Mobile User Support** | 6.7 (34 reviews) | 8.1 (1160 reviews) ✓ Verified | 
| **Customization ** | 7.7 (36 reviews) | 8.1 (1663 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.7 (34 reviews) | 8.6 (1552 reviews) ✓ Verified | 
| **Integration** | 8.3 (41 reviews) | 8.3 (1157 reviews) ✓ Verified | 
| **Reporting** | 7.6 (40 reviews) | 8.0 (1882 reviews) ✓ Verified | 
| **Dashboards** | 7.4 (36 reviews) | 8.3 (1968 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **DevRev** | 8.7/10 | 6 |
| **Freshdesk** | N/A | N/A |

#### Administration

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Change Management** | Not enough data | Not enough data | 
| **Asset Management** | Feature Not Available | Not enough data | 
| **Reports & Analytics** | Not enough data | Not enough data | 

#### Service Desk

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Help Desk** | Not enough data | Not enough data | 
| **Incident Reports** | Not enough data | Not enough data | 
| **Process Workflow** | 8.7 (5 reviews) | Not enough data | 

#### Management

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Reporting** | Not enough data | Not enough data | 
| **Administration Console** | Not enough data | Not enough data | 
| **Access Management** | Not enough data | Not enough data | 
| **Asset Management** | Feature Not Available | Not enough data | 
| **Policy Dictation** | Not enough data | Not enough data | 

#### Functionality

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Ticketing System** | Not enough data | Not enough data | 
| **Performance Logging** | Not enough data | Not enough data | 
| **Alerting** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **DevRev** | 7.9/10 | 23 |
| **Freshdesk** | N/A | N/A |

#### Administration

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Database Management ** | 7.8 (20 reviews) | Not enough data | 
| **Data Workflows** | 8.3 (20 reviews) | Not enough data | 
| **Issue Management** | 8.4 (22 reviews) | Not enough data | 

#### Knowledge Management

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Knowledge Base** | 8.7 (21 reviews) | Not enough data | 
| **Publishing Workflows** | 8.5 (18 reviews) | Not enough data | 
| **Analytics** | 7.4 (18 reviews) | Not enough data | 

#### Compliance

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Policies and Controls** | 7.6 (18 reviews) | Not enough data | 
| **Data Governance** | 7.3 (18 reviews) | Not enough data | 
| **Compliance** | 7.8 (18 reviews) | Not enough data | 
| **Auditing** | 7.6 (18 reviews) | Not enough data | 

#### Customer Support

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Intelligent Search** | 8.0 (19 reviews) | Not enough data | 
| **Suggestions** | 8.2 (18 reviews) | Not enough data | 
| **Decision Trees** | 7.6 (18 reviews) | Not enough data | 

#### Data Security

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Risk Data Attributes** | 7.7 (18 reviews) | Not enough data | 
| **Data Transport** | 7.8 (18 reviews) | Not enough data | 
| **Access Management** | 7.9 (18 reviews) | Not enough data | 
| **Multi-Factor Authentication** | 8.5 (17 reviews) | Not enough data | 

#### Administration

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Integrations** | 8.2 (20 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.1 (20 reviews) | Not enough data | 
| **Performance and Reliability** | 8.1 (19 reviews) | Not enough data | 

#### Generative AI

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **AI Text Summarization** | 8.5 (19 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **DevRev** | N/A | N/A |
| **Freshdesk** | 8.0/10 | 405 |

#### Channels

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 8.4 (358 reviews) | 
| **Open Listening** | Not enough data | 8.0 (335 reviews) | 
| **Physical Media** | Not enough data | 7.5 (323 reviews) | 

#### Design

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | 8.2 (331 reviews) | 
| **Create Content** | Not enough data | 7.8 (335 reviews) | 
| **Personalization** | Not enough data | 8.3 (356 reviews) | 
| **Inbound Identification** | Not enough data | 8.3 (344 reviews) | 
| **Regulatory Compliance** | Not enough data | 8.4 (332 reviews) | 

#### Generative AI

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (263 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (263 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **DevRev** | 8.1/10 | 19 |
| **Freshdesk** | 8.4/10 | 293 |

#### Usability

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **All-Employee Access** | 8.2 (17 reviews) | 8.7 (263 reviews) | 
| **Supporting Documents** | 8.1 (17 reviews) | 8.7 (259 reviews) | 
| **Two-Way Communication** | 8.1 (16 reviews) | 8.8 (251 reviews) | 

#### Reporting

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Priority Case Alerts** | 7.5 (14 reviews) | 8.6 (245 reviews) | 
| **Trend Analysis** | 8.2 (15 reviews) | 8.5 (241 reviews) | 
| **Performance Monitoring** | 7.9 (14 reviews) | 8.6 (253 reviews) | 

#### Generative AI

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **AI Text Generation** | 8.1 (14 reviews) | 7.5 (178 reviews) | 
| **AI Text Summarization** | 8.3 (12 reviews) | 7.5 (178 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **DevRev** | 8.3/10 | 12 |
| **Freshdesk** | 8.3/10 | 269 |

#### Productivity Tools

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Notes** | 8.3 (10 reviews) | 8.9 (237 reviews) | 
| **Internal Discussion** | 8.5 (12 reviews) | 8.7 (222 reviews) | 
| **Assignments and Tasks** | 8.5 (10 reviews) | 8.6 (225 reviews) | 
| **Workflows** | 8.5 (11 reviews) | 8.7 (229 reviews) | 
| **Templates** | 9.1 (9 reviews) | 8.7 (232 reviews) | 
| **Integrations** | 8.5 (12 reviews) | 8.3 (209 reviews) | 
| **Tagging System** | 7.9 (11 reviews) | 8.7 (227 reviews) | 

#### Analytics

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Trends** | 8.5 (10 reviews) | 8.3 (204 reviews) | 
| **Performance Tracking** | 7.8 (10 reviews) | 8.5 (214 reviews) | 
| **Email Tracking** | 7.2 (9 reviews) | 8.6 (212 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.9 (12 reviews) | 
| **Decision Making** | Not enough data | 7.1 (14 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **DevRev** | N/A | N/A |
| **Freshdesk** | 8.1/10 | 500 |

#### Conversational Platform

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Personalization** | Not enough data | 8.3 (432 reviews) | 
| **Omnichannel** | Not enough data | 8.3 (378 reviews) | 
| **Contextual Engagement** | Not enough data | 8.3 (371 reviews) | 
| **Proactive Engagement** | Not enough data | 8.4 (307 reviews) | 

#### Support Automation

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.4 (388 reviews) | 
| **Seamless Escalation** | Not enough data | 8.4 (408 reviews) | 
| **Transcripts** | Not enough data | 8.3 (373 reviews) | 
| **Self-Serve Support** | Not enough data | 8.2 (314 reviews) | 

#### Generative AI

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (207 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (203 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **DevRev** | 8.0/10 | 38 |
| **Freshdesk** | 8.4/10 | 1887 |

#### Generative AI

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **AI Text Generation** | 7.1 (8 reviews) | 7.8 (116 reviews) | 
| **AI Text Summarization** | 7.3 (8 reviews) | 7.9 (114 reviews) | 
| **AI Text-to-Speech** | Feature Not Available | 7.6 (113 reviews) | 

#### Communication

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Pop-up Chat** | 8.3 (11 reviews) | 8.8 (583 reviews) ✓ Verified | 
| **Notifications** | 8.5 (13 reviews) | 8.7 (601 reviews) ✓ Verified | 
| **Targeted Emails** | 7.8 (9 reviews) | 8.7 (494 reviews) ✓ Verified | 
| **In-App Messaging** | 9.0 (8 reviews) | 8.5 (199 reviews) | 
| **Co-Browsing** | 7.4 (7 reviews) | 8.2 (202 reviews) | 

####  Internal Use

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Customization ** | 7.7 (36 reviews) | 8.1 (1663 reviews) ✓ Verified | 
| **Conversation Archiving** | 7.7 (10 reviews) | 8.6 (203 reviews) | 
| **Lead Development** | 6.9 (9 reviews) | 8.2 (186 reviews) | 
| **Knowledge Base** | 8.6 (11 reviews) | 8.8 (558 reviews) ✓ Verified | 
| **Team Inbox ** | 8.8 (10 reviews) | 8.8 (519 reviews) ✓ Verified | 
| **Customer Profiles** | 8.5 (11 reviews) | 8.6 (547 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **DevRev** | 7.2/10 | 27 |
| **Freshdesk** | 8.1/10 | 1122 |

#### Generative AI

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **AI Text Summarization** | 8.3 (23 reviews) | 7.9 (139 reviews) | 

#### Self-Service Experience

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Knowledge Base** | 8.5 (26 reviews) | 8.7 (959 reviews) | 
| **Searchable Articles** | 8.5 (25 reviews) | 8.6 (911 reviews) | 
| **Community Forums** | Feature Not Available | 8.3 (682 reviews) | 
| **Mobile Optimization** | 6.7 (22 reviews) | 8.2 (238 reviews) | 
| **Personalization** | 7.8 (26 reviews) | 8.4 (255 reviews) | 

#### Self-Service Platform

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Branding** | 8.0 (23 reviews) | 8.5 (253 reviews) | 
| **Automation** | 8.0 (23 reviews) | 8.6 (260 reviews) | 
| **Artificial Intelligence** | 8.3 (23 reviews) | 8.0 (220 reviews) | 
| **Integrations** | 8.4 (23 reviews) | 8.4 (237 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | 6.0 (8 reviews) | 7.7 (16 reviews) | 
| **Multi-step Planning** | 4.6 (8 reviews) | 7.7 (15 reviews) | 
| **Cross-system Integration** | 6.0 (8 reviews) | 7.9 (16 reviews) | 
| **Adaptive Learning** | 6.5 (8 reviews) | 7.7 (17 reviews) | 
| **Natural Language Interaction** | 6.9 (8 reviews) | 7.6 (17 reviews) | 
| **Proactive Assistance** | 6.4 (7 reviews) | 7.6 (16 reviews) | 
| **Decision Making** | 5.7 (7 reviews) | 7.8 (16 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **DevRev** | N/A | N/A |
| **Freshdesk** | 8.7/10 | 532 |

#### Generative AI

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.2 (79 reviews) | 
| **AI Text Summarization** | Not enough data | 8.0 (79 reviews) | 

#### Process

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Mentions** | Not enough data | 8.6 (163 reviews) | 
| **Tickets** | Not enough data | 9.3 (485 reviews) | 
| **Macros** | Not enough data | 8.6 (372 reviews) | 

#### Channels

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Email** | Not enough data | 9.2 (480 reviews) | 
| **Social** | Not enough data | 8.7 (416 reviews) | 
| **Live Chat** | Not enough data | 8.8 (377 reviews) | 
| **Phone** | Not enough data | 8.5 (341 reviews) | 
| **Text** | Not enough data | 8.3 (59 reviews) | 

#### Insight

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Surveys** | Not enough data | 8.6 (383 reviews) | 
| **Reporting** | Not enough data | 8.7 (170 reviews) | 
| **Visitor Activity** | Not enough data | 8.6 (374 reviews) | 
| **Help Desk** | Not enough data | 9.1 (446 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **DevRev** | 8.6/10 | 22 |
| **Freshdesk** | 7.7/10 | 91 |

#### Generative AI

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **AI Text Generation** | 8.7 (20 reviews) | 7.8 (87 reviews) | 
| **AI Text Summarization** | 8.8 (20 reviews) | 7.7 (85 reviews) | 

### Google Workspace Communication Tools

| Product | Score | Reviews |
|---|---|---|
| **DevRev** | N/A | N/A |
| **Freshdesk** | N/A | N/A |

#### Agentic AI - Google Workspace Communication Tools

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Cross-system Integration** | Not enough data | Not enough data | 

### Product Management

| Product | Score | Reviews |
|---|---|---|
| **DevRev** | 7.7/10 | 21 |
| **Freshdesk** | N/A | N/A |

#### Communication

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Wiki Documentation** | 8.0 (17 reviews) | Not enough data | 
| **Community Forum** | 8.3 (15 reviews) | Not enough data | 
| **Customer Ideation** | 7.5 (16 reviews) | Not enough data | 

#### Planning

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Work Capacity** | 7.9 (14 reviews) | Not enough data | 
| **Task Ranking** | 8.1 (16 reviews) | Not enough data | 
| **Kanban Board** | 7.4 (15 reviews) | Not enough data | 
| **Custom Workflows** | 7.9 (16 reviews) | Not enough data | 
| **Release Forecasting** | 7.4 (14 reviews) | Not enough data | 

#### Workflow Management

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Time Tracking** | 7.9 (13 reviews) | Not enough data | 
| **Progress Monitoring** | 8.2 (15 reviews) | Not enough data | 
| **Budgeting** | 6.8 (13 reviews) | Not enough data | 
| **Team Scorecard** | 7.3 (13 reviews) | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **DevRev** | N/A | N/A |
| **Freshdesk** | 8.4/10 | 14 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.9 (9 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.5 (9 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.3 (9 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.5 (9 reviews) | 
| **Multilingual Support** | Not enough data | 8.0 (9 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.0 (9 reviews) | 
| **Feedback Collection** | Not enough data | 8.7 (10 reviews) | 
| **Escalation Handling** | Not enough data | 8.7 (10 reviews) | 
| **Workflow Optimization** | Not enough data | 8.5 (10 reviews) | 

#### Automation

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 9.3 (9 reviews) | 
| **Feedback Collection** | Not enough data | 8.7 (9 reviews) | 
| **Document Processing** | Not enough data | 9.1 (9 reviews) | 

#### Autonomy

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 6.9 (9 reviews) | 
| **Adaptive Responses** | Not enough data | 8.3 (9 reviews) | 
| **Task Execution** | Not enough data | 8.3 (9 reviews) | 
| **Problem Solving** | Not enough data | 8.0 (9 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **DevRev** | N/A | N/A |
| **Freshdesk** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | DevRev | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (6):** [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)

**Unique to DevRev (4):** [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Google Workspace Communication Tools ](https://www.g2.com/categories/google-workspace-communication-tools), [Product Management Software](https://www.g2.com/categories/product-management-software)

**Unique to Freshdesk (4):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)


---
## Reviewer Demographics

### By Company Size

| Segment | DevRev | Freshdesk | 
|---|---|---|
| **Small-Business** | 32.8% | 48.7% | 
| **Mid-Market** | 53.9% | 39.7% | 
| **Enterprise** | 13.2% | 11.6% | 

### By Industry

#### DevRev

- **Computer Software:** 20.2%
- **Financial Services:** 18.1%
- **Information Technology and Services:** 14.4%
- **Human Resources:** 5.9%
- **Computer & Network Security:** 3.7%
- **Insurance:** 3.7%
- **Accounting:** 3.2%
- **Entertainment:** 2.7%
- **Leisure, Travel & Tourism:** 2.7%
- **Banking:** 2.1%
- **Other:** 23.4%

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.8%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

---
## Alternatives

### Alternatives to DevRev

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6983 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3872 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (987 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7351 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7690 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (436 reviews)
- [Jira](https://www.g2.com/products/jira/reviews) — 4.3/5 stars (7860 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.6/5 stars (2488 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.6/5 stars (2488 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6983 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3872 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7690 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7351 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)

---
## Top Discussions

### DevRev

No discussions available for this product.

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [What is the difference between freshdesk and Freshservice?](https://www.g2.com/discussions/what-is-the-difference-between-freshdesk-and-freshservice) — 2 comments
  > **Top comment:** "Freshdesk and Freshservice are both customer support and helpdesk software solutions developed by Freshworks Inc. These platforms cater to different aspects..."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/devrev-devrev-vs-freshdesk)