Compare Freshdesk and eDesk
Featured Products
At a Glance
Market Segments
Small-Business (48.7% of reviews)
Small-Business (83.9% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
$39.00 Per Month
Freshdesk
Star Rating
(3,738)4.4 out of 5
Market Segments
Small-Business (48.7% 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 plans
eDesk
Star Rating
(68)4.5 out of 5
Market Segments
Small-Business (83.9% of reviews)
Pros & Cons
Entry-Level Pricing
$39.00 Per Month
Browse all 4 pricing plans
Summary
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 eDesk. Users appreciate its structured ticket management and automation features, which streamline customer support tasks and reduce manual workload.
- Users say that Freshdesk's interface is clean and easy to navigate, making it less stressful for agents handling multiple customer queries. In contrast, while eDesk also has a sleek design, some users feel it lacks the same level of efficiency in ticket management.
- Reviewers mention that Freshdesk's implementation process is quick and intuitive, allowing new hires to get up to speed without extensive training. eDesk users, however, highlight the helpfulness of support when onboarding, indicating that while the setup is manageable, it may require more assistance.
- According to verified reviews, Freshdesk's automation capabilities, such as SLA management and a robust knowledge base, are frequently praised for enhancing productivity. eDesk users appreciate its various tools for customer service review, but some feel it doesn't match the depth of Freshdesk's automation features.
- Users report that Freshdesk provides excellent support quality, with many noting the responsiveness and effectiveness of the help they receive. eDesk also garners positive feedback for its support, but the volume of recent reviews suggests that Freshdesk's support experience is more consistently recognized.
- Reviewers highlight that Freshdesk offers better customization options, allowing teams to adapt workflows to their specific needs. While eDesk does provide some customization, users feel that Freshdesk's flexibility gives it an edge in tailoring the software to fit diverse operational requirements.
Pricing
Entry-Level Pricing
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
eDesk
Essential
$39.00
Per Month
Start building a strong foundation for customer support.
- 1 online store/ marketplace
- Centralized support workspace
- Social messaging
Free Trial
Freshdesk
Free Trial is available
eDesk
Free Trial is available
Ratings
Meets Requirements
8.6
3,273
9.1
52
Ease of Use
8.9
3,295
9.1
56
Ease of Setup
8.6
2,351
8.7
51
Ease of Admin
8.7
2,199
8.6
27
Quality of Support
8.7
3,171
9.3
52
Has the product been a good partner in doing business?
8.8
2,122
8.9
28
Product Direction (% positive)
8.8
3,242
9.1
50
Features by Category
Ticket and Case Management
8.9
2246
|
Verified
8.1
24
8.8
2259
|
Verified
8.8
24
8.5
2187
|
Verified
8.7
23
8.5
2064
|
Verified
8.3
23
8.3
1807
|
Verified
8.6
22
8.5
2091
|
Verified
8.1
22
8.7
2023
|
Verified
8.4
24
8.3
1375
|
Verified
7.8
20
Generative AI
7.3
328
6.5
13
7.4
324
7.0
14
Agentic AI - Help Desk
7.1
57
6.5
9
6.8
56
7.4
11
7.2
56
7.0
9
Communication Channels
8.6
1924
|
Verified
7.7
20
8.9
2088
|
Verified
8.2
22
8.4
1314
|
Verified
8.0
22
8.0
1189
|
Verified
7.0
18
7.9
934
|
Verified
5.9
18
Platform
8.1
1157
|
Verified
6.1
18
8.1
1659
|
Verified
7.8
20
8.6
1547
|
Verified
7.7
20
8.2
1152
|
Verified
8.4
19
8.0
1876
|
Verified
7.4
18
8.3
1963
|
Verified
8.1
19
Integration
Not enough data
7.2
10
Not enough data
7.3
10
Not enough data
7.5
10
Store Management
Not enough data
8.3
11
Not enough data
9.7
11
Agentic AI - Online Marketplace Optimization Tools
Not enough data
7.4
7
Not enough data
7.4
7
Channels
8.4
357
Not enough data
8.0
333
Not enough data
7.5
322
Not enough data
Design
8.2
330
Not enough data
7.8
334
Not enough data
8.3
355
Not enough data
8.3
343
Not enough data
8.4
331
Not enough data
Generative AI
7.7
262
Not enough data
7.7
262
Not enough data
Usability
8.7
263
Not enough data
8.7
259
Not enough data
8.8
251
Not enough data
Reporting
8.6
245
Not enough data
8.5
241
Not enough data
8.6
253
Not enough data
Generative AI
7.5
178
Not enough data
7.5
178
Not enough data
Conversational Platform
8.3
432
Not enough data
8.3
378
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
408
Not enough data
8.3
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
207
Not enough data
7.4
203
Not enough data
Generative AI
7.8
116
8.1
7
7.9
114
7.6
7
7.6
113
5.0
6
Communication
8.8
583
|
Verified
7.6
7
8.7
601
|
Verified
8.5
8
8.7
494
|
Verified
8.1
7
8.5
199
7.4
7
8.2
202
7.4
7
Internal Use
8.1
1659
|
Verified
7.8
20
8.6
203
7.4
7
8.2
186
6.7
8
8.8
558
|
Verified
7.9
7
8.8
519
|
Verified
8.1
9
8.6
547
|
Verified
7.7
8
Generative AI
7.9
139
8.6
16
Self-Service Experience
8.7
959
8.7
21
8.6
911
8.3
20
8.3
682
7.7
20
8.2
238
7.4
20
8.4
255
8.2
20
Self-Service Platform
8.5
253
8.2
21
8.6
260
8.9
21
8.0
220
8.3
20
8.4
237
8.6
22
Agentic AI - Customer Self-Service
7.7
16
8.2
14
7.7
15
8.7
14
7.9
16
8.7
14
7.7
17
8.1
15
7.6
17
8.6
14
7.6
16
8.6
14
7.8
16
8.1
14
Generative AI
8.2(won by default)
79
Not enough data
8.0(won by default)
79
Not enough data
Process
8.6(won by default)
162
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
371
Not enough data
Channels
9.2(won by default)
479
Not enough data
8.7(won by default)
415
Not enough data
8.8(won by default)
376
Not enough data
8.5(won by default)
340
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
382
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
Not enough data
Generative AI
7.8
87
6.7
10
7.7
85
6.8
11
Customer Query Resolution - AI Customer Support Agents
8.9
9
Not enough data
8.5
9
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
8.0
9
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Not enough data
Automation
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
Autonomy
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
Not enough data
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
Freshdesk and eDesk are categorized as Digital Customer Service Platforms, Help Desk, Shared Inbox, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents, Conversational Support, Complaint Management, Customer Communications Management, and Social Customer Service
eDesk is categorized as Online Marketplace Optimization Tools
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
eDesk
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
Information Technology and Services
17.1%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.0%
Education Management
3.8%
Other
58.3%
Retail
38.3%
Automotive
13.3%
Consumer Goods
11.7%
Apparel & Fashion
5.0%
Health, Wellness and Fitness
5.0%
Other
26.7%
Alternatives
Discussions
What is the use of freshdesk?
3 Comments
CK
Freshdesk is a Helpdesk web based Software as a Service product. It has many features which include helpdesk, chat, service desk, etc.Read more
eDesk has no discussions with answers
