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Compare Drift and Freshdesk 
Featured Products
At a Glance
Market Segments
Mid-Market (51.7% of reviews)
Small-Business (48.3% 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 (51.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $2,500.00 Per Month
Browse all 3 pricing plansFreshdesk
Star Rating
(3,621)4.4 out of 5
Market Segments
Small-Business (48.3% 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 overall user satisfaction, boasting a significantly higher G2 Score compared to Drift. Users appreciate its clean interface and strong automation features, which streamline ticket management and enhance productivity.
- According to verified reviews, Freshdesk's implementation process is praised for its ease, with users highlighting how quickly they can set up and start managing support requests. In contrast, while Drift is noted for its quick setup, some users feel it may not be as intuitive for ongoing management.
- Reviewers mention that Freshdesk's multi-channel support and ticket alignment features help teams stay organized, reducing the risk of duplicated efforts. Users specifically noted the effectiveness of the shared inbox in managing incoming requests efficiently.
- Users say that Drift shines in engaging potential customers directly on their website, allowing for real-time conversations. This capability is particularly valued for its ability to replace traditional forms and delayed follow-ups, making it easier to connect with leads.
- Reviewers highlight that while both platforms offer strong support features, Freshdesk's overall quality of support is slightly lower than Drift's. However, Freshdesk users appreciate its ticket handling automation, which boosts productivity and helps teams respond to customers more effectively.
- According to recent user feedback, Freshdesk is favored by small businesses for its affordability and comprehensive features, while Drift is more popular among mid-market companies. This difference in target audience reflects in their pricing structures, with Freshdesk starting at a much lower entry-level price.
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
3,184
Ease of Use
8.7
1,031
8.8
3,206
Ease of Setup
8.4
508
8.6
2,265
Ease of Admin
8.5
473
8.7
2,154
Quality of Support
8.8
939
8.7
3,083
Has the product been a good partner in doing business?
8.9
472
8.8
2,079
Product Direction (% positive)
8.9
996
8.8
3,159
Features by Category
Ticket and Case Management
Not enough data
8.9
2224
|
Verified
Not enough data
8.8
2230
|
Verified
Not enough data
8.5
2145
|
Verified
Not enough data
8.5
2036
|
Verified
Not enough data
8.3
1800
|
Verified
Not enough data
8.5
2088
|
Verified
Not enough data
8.7
2009
|
Verified
Not enough data
8.2
1373
|
Verified
Generative AI
Not enough data
7.3
331
Not enough data
7.4
328
Agentic AI - Help Desk
Not enough data
7.1
60
Not enough data
6.9
60
Not enough data
7.2
58
Communication Channels
Not enough data
8.6
1923
|
Verified
Not enough data
8.9
2070
|
Verified
Not enough data
8.4
1314
|
Verified
Not enough data
8.0
1194
|
Verified
Not enough data
7.9
941
|
Verified
Platform
Not enough data
8.0
1156
|
Verified
8.4
461
|
Verified
8.1
1663
|
Verified
Not enough data
8.6
1546
|
Verified
Not enough data
8.2
1142
|
Verified
Not enough data
8.0
1862
|
Verified
Not enough data
8.3
1960
|
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
251
|
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
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
316
|
Verified
Not enough data
8.2
310
|
Verified
Not enough data
8.2
289
|
Verified
Not enough data
8.7
306
|
Verified
Not enough data
Organization
8.0
266
|
Verified
Not enough data
8.0
270
|
Verified
Not enough data
8.3
278
|
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
354
Not enough data
7.9
333
Not enough data
7.5
324
Design
Not enough data
8.2
331
Not enough data
7.8
336
Not enough data
8.2
356
Not enough data
8.3
342
Not enough data
8.4
332
Generative AI
Not enough data
7.7
266
Not enough data
7.7
266
Usability
Not enough data
8.7
265
Not enough data
8.7
261
Not enough data
8.7
254
Reporting
Not enough data
8.6
249
Not enough data
8.5
245
Not enough data
8.6
257
Generative AI
Not enough data
7.5
182
Not enough data
7.6
182
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
434
8.4
118
8.3
381
8.7
129
8.3
373
8.6
93
8.4
308
Support Automation
Feature Not Available
8.4
389
8.4
148
8.4
410
8.8
139
8.2
373
8.5
93
8.2
314
Generative AI
8.0
32
7.4
209
7.8
32
7.4
206
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
7.9
118
7.7
81
7.9
117
7.3
81
7.6
116
Communication
9.2
542
|
Verified
8.8
585
|
Verified
8.5
538
|
Verified
8.7
602
|
Verified
7.8
323
|
Verified
8.7
496
|
Verified
8.6
414
|
Verified
8.5
200
7.9
189
8.2
202
Internal Use
8.4
461
|
Verified
8.1
1663
|
Verified
8.7
471
|
Verified
8.6
204
8.5
472
|
Verified
8.1
187
8.2
409
|
Verified
8.8
560
|
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
960
8.2
53
8.6
913
Feature Not Available
8.3
687
8.2
51
8.2
241
8.5
57
8.4
258
Self-Service Platform
8.6
57
8.5
254
8.7
60
8.6
261
8.2
59
8.0
221
8.5
58
8.4
238
Agentic AI - Customer Self-Service
Not enough data
7.9
20
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.7
20
Not enough data
7.5
19
Not enough data
7.8
19
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)
165
Not enough data
9.3(won by default)
485
Not enough data
8.6(won by default)
375
Channels
Not enough data
9.2(won by default)
481
Not enough data
8.7(won by default)
420
Not enough data
8.8(won by default)
381
Not enough data
8.5(won by default)
342
Not enough data
8.2(won by default)
56
Insight
Not enough data
8.6(won by default)
384
Not enough data
8.7(won by default)
172
Not enough data
8.6(won by default)
375
Not enough data
9.1(won by default)
448
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
8.2
13
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
12
Not enough data
8.7
14
Not enough data
8.7
13
Not enough data
8.7
14
Automation
Not enough data
9.0
12
Not enough data
8.8
13
Not enough data
8.9
12
Autonomy
Not enough data
7.2
12
Not enough data
8.6
11
Not enough data
8.6
13
Not enough data
8.3
13
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
7.1%
Financial Services
3.2%
Computer & Network Security
3.0%
Other
33.3%
Information Technology and Services
17.1%
Computer Software
12.9%
Internet
4.1%
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
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