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Compare Drift and Freshdesk 
Featured Products
At a Glance
Market Segments
Mid-Market (51.6% of reviews)
Small-Business (48.4% of reviews)
Entry-Level Pricing
Starting at $2,500.00 Per Month
$19.00 1 User per month billed annually Per Month
Drift
Star Rating
(1,256)4.4 out of 5
Market Segments
Mid-Market (51.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $2,500.00 Per Month
Browse all 3 pricing plansFreshdesk
Star Rating
(3,700)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in user experience, with many praising its intuitive UI and UX. Users appreciate how easy it is to navigate and utilize features like the child ticket option, which streamlines the escalation process by automatically duplicating information from parent tickets.
- Users say that Freshdesk's implementation process is quick and straightforward, making it a preferred choice for businesses looking to scale. One user highlighted the seamless integration with tools like Genesys Cloud and Microsoft Teams, enhancing day-to-day operations.
- Reviewers mention that Drift is particularly strong in lead generation, with its AI sales tools being a standout feature. Users find that it effectively engages potential customers directly on their website, allowing for real-time conversations instead of relying on forms or delayed follow-ups.
- According to verified reviews, Freshdesk significantly outperforms Drift in customer support capabilities, reflected in its higher G2 scores for conversational support. Users have noted the effectiveness of Freshdesk in managing customer issues and internal escalations, which is crucial for maintaining high service levels.
- G2 reviewers highlight that while Drift offers robust features for mid-market companies, Freshdesk's pricing model is more accessible for small businesses, starting at just $19. This affordability allows smaller teams to leverage powerful customer support tools without breaking the bank.
- Users report that both platforms provide good quality support, but Freshdesk's overall satisfaction ratings are higher, indicating a more consistent user experience. Reviewers have expressed appreciation for Freshdesk's automation features, which help streamline workflows and improve efficiency in handling customer inquiries.
Pricing
Entry-Level Pricing
Drift
Premium
Starting at $2,500.00
Per Month
For small businesses. The right amount of conversational firepower to keep your business growing.
- * Everything in Free, plus:
- Live Chat
- Meetings
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Free Trial
Drift
Free Trial is available
Freshdesk
Free Trial is available
Ratings
Meets Requirements
8.7
1,018
8.6
3,242
Ease of Use
8.7
1,031
8.9
3,264
Ease of Setup
8.4
508
8.6
2,324
Ease of Admin
8.5
473
8.7
2,182
Quality of Support
8.8
939
8.7
3,139
Has the product been a good partner in doing business?
8.9
472
8.8
2,105
Product Direction (% positive)
8.9
996
8.8
3,214
Features by Category
Ticket and Case Management
Not enough data
8.9
2240
|
Verified
Not enough data
8.8
2258
|
Verified
Not enough data
8.5
2173
|
Verified
Not enough data
8.5
2056
|
Verified
Not enough data
8.3
1812
|
Verified
Not enough data
8.5
2095
|
Verified
Not enough data
8.7
2020
|
Verified
Not enough data
8.3
1379
|
Verified
Generative AI
Not enough data
7.3
332
Not enough data
7.4
330
Agentic AI - Help Desk
Not enough data
7.1
61
Not enough data
7.0
61
Not enough data
7.3
61
Communication Channels
Not enough data
8.6
1930
|
Verified
Not enough data
8.9
2090
|
Verified
Not enough data
8.4
1322
|
Verified
Not enough data
8.0
1198
|
Verified
Not enough data
7.9
944
|
Verified
Platform
Not enough data
8.0
1163
|
Verified
8.4
461
|
Verified
8.1
1664
|
Verified
Not enough data
8.6
1550
|
Verified
Not enough data
8.2
1151
|
Verified
Not enough data
8.0
1878
|
Verified
Not enough data
8.3
1966
|
Verified
Messenger
8.5
203
|
Verified
Not enough data
8.2
201
|
Verified
Not enough data
9.1
273
|
Verified
Not enough data
8.5
250
|
Verified
Not enough data
Channels
7.9
116
|
Verified
Not enough data
8.9
250
|
Verified
Not enough data
7.7
91
|
Verified
Not enough data
7.6
81
|
Verified
Not enough data
7.8
90
|
Verified
Not enough data
Customers
8.6
225
|
Verified
Not enough data
8.4
202
|
Verified
Not enough data
8.1
241
|
Verified
Not enough data
8.7
242
|
Verified
Not enough data
8.5
246
|
Verified
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Lead Facilitation
8.9
315
|
Verified
Not enough data
8.2
309
|
Verified
Not enough data
8.2
288
|
Verified
Not enough data
8.7
305
|
Verified
Not enough data
Organization
8.0
265
|
Verified
Not enough data
8.0
269
|
Verified
Not enough data
8.3
278
|
Verified
Not enough data
Performance Analysis
7.8
241
|
Verified
Not enough data
8.0
261
|
Verified
Not enough data
Sales Analysis
7.5
215
|
Verified
Not enough data
7.7
221
|
Verified
Not enough data
Generative AI
7.5
87
Not enough data
7.6
85
Not enough data
Agentic AI - AI Sales Assistant
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
Not enough data
8.4
360
Not enough data
8.0
336
Not enough data
7.5
326
Design
Not enough data
8.2
334
Not enough data
7.8
337
Not enough data
8.3
357
Not enough data
8.3
347
Not enough data
8.4
335
Generative AI
Not enough data
7.7
266
Not enough data
7.8
266
Usability
Not enough data
8.8
268
Not enough data
8.7
264
Not enough data
8.8
258
Reporting
Not enough data
8.6
252
Not enough data
8.5
248
Not enough data
8.6
260
Generative AI
Not enough data
7.5
183
Not enough data
7.6
183
Responses
8.2
280
Not enough data
8.3
268
Not enough data
8.4
303
Not enough data
8.1
273
Not enough data
8.0
228
Not enough data
Platform
8.9
309
Not enough data
8.4
291
Not enough data
8.4
275
Not enough data
8.1
281
Not enough data
7.9
240
Not enough data
8.4
261
Not enough data
8.2
286
Not enough data
Generative AI
7.7
84
Not enough data
7.7
82
Not enough data
Conversational Platform
8.6
167
8.3
439
8.4
117
8.3
385
8.7
128
8.3
378
8.6
92
8.4
314
Support Automation
Feature Not Available
8.4
395
8.4
147
8.4
415
8.7
138
8.3
380
8.4
92
8.3
321
Generative AI
7.9
31
7.4
212
7.7
31
7.4
208
Integrations
7.4
92
Not enough data
7.9
95
Not enough data
7.8
91
Not enough data
7.3
88
Not enough data
8.0
95
Not enough data
Branding & Customizatio
8.2
94
Not enough data
8.3
93
Not enough data
7.9
90
Not enough data
Automatic Rules & Configurations
8.5
96
Not enough data
8.2
90
Not enough data
8.1
93
Not enough data
Agentic AI - Business Scheduling
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
7.8
12
Not enough data
7.8
12
Not enough data
8.1
12
Not enough data
Automation
8.2
11
Not enough data
8.3
13
Not enough data
8.3
12
Not enough data
Artificial Intelligence
7.7
13
Not enough data
8.2
13
Not enough data
8.3
14
Not enough data
Generative AI
7.7
31
Not enough data
7.9
30
Not enough data
Agentic AI - Bot Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.7
83
7.9
119
7.7
81
7.9
117
7.3
81
7.6
116
Communication
9.2
542
|
Verified
8.8
587
|
Verified
8.5
538
|
Verified
8.7
603
|
Verified
7.8
323
|
Verified
8.7
497
|
Verified
8.6
414
|
Verified
8.5
202
7.9
189
8.2
205
Internal Use
8.4
461
|
Verified
8.1
1664
|
Verified
8.7
471
|
Verified
8.6
206
8.5
472
|
Verified
8.2
189
8.2
409
|
Verified
8.8
561
|
Verified
8.3
372
|
Verified
8.8
521
|
Verified
8.1
402
|
Verified
8.6
549
|
Verified
Generative AI
7.4
20
7.9
144
Self-Service Experience
8.1
57
8.7
964
8.2
53
8.6
916
Feature Not Available
8.3
688
8.2
51
8.2
243
8.5
57
8.4
261
Self-Service Platform
8.6
57
8.5
257
8.7
60
8.6
266
8.2
59
8.0
226
8.6
59
8.5
242
Agentic AI - Customer Self-Service
Not enough data
7.9
20
Not enough data
7.9
18
Not enough data
8.1
20
Not enough data
7.9
21
Not enough data
7.8
21
Not enough data
7.7
20
Not enough data
7.9
20
Generative AI
Not enough data
8.2(won by default)
81
Not enough data
8.1(won by default)
81
Process
Not enough data
8.6(won by default)
166
Not enough data
9.3(won by default)
488
Not enough data
8.6(won by default)
375
Channels
Not enough data
9.2(won by default)
483
Not enough data
8.7(won by default)
419
Not enough data
8.8(won by default)
380
Not enough data
8.5(won by default)
344
Not enough data
8.3(won by default)
58
Insight
Not enough data
8.6(won by default)
386
Not enough data
8.7(won by default)
173
Not enough data
8.6(won by default)
377
Not enough data
9.1(won by default)
449
Generative AI
Not enough data
7.7
88
Not enough data
7.7
87
Customer Query Resolution - AI Customer Support Agents
Not enough data
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.1
12
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
12
Not enough data
8.6
13
Not enough data
8.7
13
Not enough data
8.6
13
Automation
Not enough data
9.0
12
Not enough data
8.8
12
Not enough data
8.9
12
Autonomy
Not enough data
7.2
12
Not enough data
8.6
11
Not enough data
8.5
12
Not enough data
8.2
12
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Drift and Freshdesk are categorized as Conversational Support, Live Chat, and Customer Self-Service
Unique Categories
Drift is categorized as Business Scheduling, AI Sales Assistant, Conversational Marketing, Chatbots, Bot Platforms, and Customer Service Automation
Freshdesk is categorized as AI Customer Support Agents, Digital Customer Service Platforms, Help Desk, Shared Inbox, Complaint Management, Customer Communications Management, and Social Customer Service
Reviews
Reviewers' Company Size
Drift
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
32.8%
Information Technology and Services
20.6%
Marketing and Advertising
7.1%
Financial Services
3.2%
Computer & Network Security
3.0%
Other
33.3%
Information Technology and Services
17.0%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.2%
Alternatives
Discussions
Do I have to completely remove all of my lead capture forms?
2 Comments
Official Response from Drift
Getting started with conversational marketing isn’t an “all or nothing” decision. Rather than ripping all the forms off their site, many companies start by...Read more
How do I measure the effectiveness of conversational marketing?
2 Comments
Official Response from Drift
You can measure your conversational marketing efforts just like you would measure any other marketing channel. Platforms like Drift give you dashboards that...Read more
What types of people are having conversations with businesses?
2 Comments
Official Response from Drift
When we analyzed the data from the 50,000+ businesses using Drift for conversational marketing, we found that people in key decision-making roles are often...Read more
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
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