Introducing G2.ai, the future of software buying.Try now
Compare Drift and Freshdesk 
Featured Products
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
Typewise
Visit Website
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
Ada
Visit Website
At a Glance
Market Segments
Mid-Market (51.7% of reviews)
Small-Business (48.4% of reviews)
Entry-Level Pricing
Starting at $2,500.00 Per Month
$15.00 Per Month
Drift
Star Rating
(1,254)4.4 out of 5
Market Segments
Mid-Market (51.7% of reviews)
Entry-Level Pricing
Starting at $2,500.00 Per Month
Browse all 3 pricing plansFreshdesk
Star Rating
(3,599)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Entry-Level Pricing
$15.00 Per Month
Free Trial is available
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk excels in ticket management with features like "Ticket Collaboration" and "SLA Management," achieving scores of 8.7 and 8.3 respectively, which reviewers say enhances team efficiency and customer satisfaction.
- Reviewers mention that Drift shines in live chat functionality, scoring a remarkable 9.1, with users highlighting the "Live Chat" feature as a key driver for real-time customer engagement and support.
- G2 users indicate that Freshdesk's "Ease of Use" is rated at 8.8, with many reviewers appreciating its intuitive interface, while Drift's score of 8.7 suggests it is also user-friendly but may require a bit more setup for advanced features.
- Users on G2 report that Freshdesk offers a robust "Knowledge Base" feature with a score of 8.7, which reviewers say helps in self-service support, whereas Drift's knowledge base is rated lower at 8.1, indicating room for improvement in this area.
- Reviewers mention that Drift's "Customer-facing Chatbot" feature scores an impressive 8.9, with users praising its ability to qualify leads effectively, while Freshdesk's chatbot capabilities are less emphasized, scoring 8.2.
- Users say that Freshdesk's "Multi-Channel Coverage" is rated at 8.4, allowing seamless communication across various platforms, while Drift's focus on "Website" and "Live Chat" channels, scoring 8.9 and 8.8 respectively, highlights its strength in direct customer interaction.
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
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
Free Trial
Drift
Free Trial is available
Freshdesk
Free Trial is available
Ratings
Meets Requirements
8.7
1,017
8.6
3,164
Ease of Use
8.7
1,030
8.8
3,186
Ease of Setup
8.4
507
8.6
2,246
Ease of Admin
8.5
473
8.7
2,148
Quality of Support
8.8
938
8.7
3,063
Has the product been a good partner in doing business?
8.9
472
8.8
2,073
Product Direction (% positive)
8.9
995
8.8
3,139
Features by Category
Ticket and Case Management
Not enough data
8.9
2207
|
Verified
Not enough data
8.8
2217
|
Verified
Not enough data
8.5
2130
|
Verified
Not enough data
8.5
2022
|
Verified
Not enough data
8.3
1788
|
Verified
Not enough data
8.5
2075
|
Verified
Not enough data
8.7
1996
|
Verified
Not enough data
8.2
1361
|
Verified
Generative AI
Not enough data
7.3
323
Not enough data
7.4
320
Agentic AI - Help Desk
Not enough data
6.9
52
Not enough data
6.7
53
Not enough data
7.0
52
Communication Channels
Not enough data
8.6
1911
|
Verified
Not enough data
8.9
2059
|
Verified
Not enough data
8.4
1303
|
Verified
Not enough data
8.0
1183
|
Verified
Not enough data
7.9
931
|
Verified
Platform
Not enough data
8.0
1147
|
Verified
8.4
461
|
Verified
8.0
1654
|
Verified
Not enough data
8.6
1537
|
Verified
Not enough data
8.2
1131
|
Verified
Not enough data
8.0
1853
|
Verified
Not enough data
8.3
1951
|
Verified
Messenger
8.5
204
|
Verified
Not enough data
8.2
202
|
Verified
Not enough data
9.1
274
|
Verified
Not enough data
8.6
251
|
Verified
Not enough data
Channels
7.9
117
|
Verified
Not enough data
8.9
250
|
Verified
Not enough data
7.7
92
|
Verified
Not enough data
7.6
82
|
Verified
Not enough data
7.8
91
|
Verified
Not enough data
Customers
8.6
225
|
Verified
Not enough data
8.4
203
|
Verified
Not enough data
8.1
242
|
Verified
Not enough data
8.7
241
|
Verified
Not enough data
8.5
245
|
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
316
|
Verified
Not enough data
8.2
310
|
Verified
Not enough data
8.2
289
|
Verified
Not enough data
8.7
305
|
Verified
Not enough data
Organization
8.0
266
|
Verified
Not enough data
8.0
270
|
Verified
Not enough data
8.3
277
|
Verified
Not enough data
Performance Analysis
7.8
242
|
Verified
Not enough data
8.0
262
|
Verified
Not enough data
Sales Analysis
7.5
216
|
Verified
Not enough data
7.7
222
|
Verified
Not enough data
Generative AI
7.5
88
Not enough data
7.6
86
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
8.3
348
Not enough data
7.9
328
Not enough data
7.5
319
Design
Not enough data
8.1
325
Not enough data
7.8
330
Not enough data
8.2
350
Not enough data
8.3
336
Not enough data
8.4
327
Generative AI
Not enough data
7.6
261
Not enough data
7.7
261
Usability
Not enough data
8.7
262
Not enough data
8.7
258
Not enough data
8.7
251
Reporting
Not enough data
8.6
246
Not enough data
8.5
242
Not enough data
8.6
253
Generative AI
Not enough data
7.5
179
Not enough data
7.6
179
Responses
8.2
281
Not enough data
8.3
269
Not enough data
8.5
304
Not enough data
8.1
274
Not enough data
8.0
229
Not enough data
Platform
8.9
310
Not enough data
8.4
292
Not enough data
8.4
276
Not enough data
8.1
282
Not enough data
7.9
241
Not enough data
8.4
262
Not enough data
8.2
287
Not enough data
Generative AI
7.7
85
Not enough data
7.7
83
Not enough data
Conversational Platform
8.6
168
8.3
428
8.4
118
8.3
374
8.7
129
8.3
367
8.6
93
8.4
303
Support Automation
Feature Not Available
8.4
384
8.4
148
8.4
404
8.8
139
8.2
368
8.5
93
8.2
309
Generative AI
8.0
32
7.4
204
7.8
32
7.4
201
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
94
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
8.4
95
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
7.8
116
7.7
81
7.9
115
7.3
81
7.6
114
Communication
9.2
542
|
Verified
8.8
581
|
Verified
8.5
538
|
Verified
8.7
598
|
Verified
7.8
323
|
Verified
8.7
493
|
Verified
8.6
414
|
Verified
8.5
196
7.9
189
8.2
200
Internal Use
8.4
461
|
Verified
8.0
1654
|
Verified
8.7
471
|
Verified
8.6
202
8.5
472
|
Verified
8.1
182
8.2
409
|
Verified
8.8
558
|
Verified
8.3
372
|
Verified
8.8
516
|
Verified
8.1
402
|
Verified
8.6
545
|
Verified
Generative AI
7.4
20
7.9
142
Self-Service Experience
8.1
57
8.7
958
8.2
53
8.6
911
Feature Not Available
8.3
684
8.2
51
8.2
239
8.5
57
8.4
255
Self-Service Platform
8.6
57
8.5
252
8.7
60
8.6
258
8.2
59
8.0
218
8.5
58
8.5
235
Agentic AI - Customer Self-Service
Not enough data
7.7
17
Not enough data
7.6
15
Not enough data
7.7
16
Not enough data
7.6
17
Not enough data
7.5
17
Not enough data
7.3
16
Not enough data
7.5
16
Generative AI
Not enough data
8.2(won by default)
80
Not enough data
8.1(won by default)
80
Process
Not enough data
8.6(won by default)
161
Not enough data
9.3(won by default)
481
Not enough data
8.6(won by default)
372
Channels
Not enough data
9.2(won by default)
477
Not enough data
8.7(won by default)
417
Not enough data
8.8(won by default)
378
Not enough data
8.5(won by default)
339
Not enough data
Feature Not Available
Insight
Not enough data
8.6(won by default)
380
Not enough data
8.7(won by default)
169
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
445
Generative AI
Not enough data
7.7
87
Not enough data
7.7
86
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.9
11
Not enough data
8.7
10
Not enough data
8.3
11
Not enough data
8.6
11
Not enough data
8.0
11
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.0
11
Not enough data
8.5
11
Not enough data
8.5
11
Not enough data
8.3
11
Automation
Not enough data
8.9
11
Not enough data
8.6
11
Not enough data
8.8
11
Autonomy
Not enough data
7.0
11
Not enough data
8.5
10
Not enough data
8.3
11
Not enough data
8.2
11
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
32.9%
Information Technology and Services
20.5%
Marketing and Advertising
7.2%
Financial Services
3.2%
Computer & Network Security
3.0%
Other
33.3%
Information Technology and Services
17.1%
Computer Software
12.9%
Internet
4.2%
Financial Services
4.1%
Education Management
3.7%
Other
58.1%
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
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
