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Compare Freshdesk and eDesk 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Small-Business (82.1% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
$39.00 Per Month
Freshdesk
Star Rating
(3,692)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 planseDesk
Star Rating
(63)4.5 out of 5
Market Segments
Small-Business (82.1% of reviews)
Pros & Cons
Entry-Level Pricing
$39.00 Per Month
Browse all 4 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 clean and intuitive interface. Users appreciate features like the child ticket option, which simplifies the escalation process by automatically duplicating information from parent tickets, making it easier to manage customer issues.
- According to verified reviews, eDesk is recognized for its quick and helpful support. New users have noted that they receive efficient assistance when integrating their sites, which enhances their overall experience with the software.
- Users say that Freshdesk's automation capabilities significantly improve efficiency, with integrations to tools like Microsoft Teams and Genesys Cloud being highlighted as beneficial for scaling operations in contact centers.
- Reviewers mention that eDesk's ability to centralize customer messages from various marketplaces is a major time-saver. This feature, along with its automation rules and templates, helps streamline customer support processes, making it particularly appealing for small businesses.
- G2 reviewers highlight that Freshdesk has a higher overall satisfaction score, reflecting its strong market presence and user base. The platform's robust features and positive user feedback contribute to its reputation as a reliable choice for help desk solutions.
- According to recent feedback, while eDesk has a solid star rating, it faces challenges in areas like ticket response user experience compared to Freshdesk. Users have noted that Freshdesk's ticket management features provide a more seamless experience, which is crucial for maintaining high customer satisfaction.
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
3,236
9.1
48
Ease of Use
8.9
3,258
9.1
52
Ease of Setup
8.6
2,318
8.7
47
Ease of Admin
8.7
2,179
8.6
27
Quality of Support
8.7
3,133
9.2
48
Has the product been a good partner in doing business?
8.8
2,102
8.9
28
Product Direction (% positive)
8.8
3,208
9.0
46
Features by Category
Ticket and Case Management
8.9
2236
|
Verified
8.0
22
8.8
2255
|
Verified
8.7
23
8.5
2167
|
Verified
8.6
22
8.5
2052
|
Verified
8.2
22
8.3
1809
|
Verified
8.6
21
8.5
2093
|
Verified
7.9
20
8.7
2018
|
Verified
8.3
22
8.3
1379
|
Verified
7.8
20
Generative AI
7.3
332
6.5
13
7.4
330
7.0
14
Agentic AI - Help Desk
7.1
61
6.5
9
7.0
61
7.2
10
7.3
61
7.0
9
Communication Channels
8.6
1929
|
Verified
7.7
20
8.9
2087
|
Verified
8.2
22
8.4
1321
|
Verified
7.9
21
8.0
1197
|
Verified
7.0
18
7.9
943
|
Verified
5.9
18
Platform
8.0
1162
|
Verified
5.9
17
8.1
1664
|
Verified
7.6
19
8.6
1550
|
Verified
7.7
18
8.2
1151
|
Verified
8.3
18
8.0
1877
|
Verified
7.4
18
8.3
1965
|
Verified
8.0
18
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
360
Not enough data
8.0
336
Not enough data
7.5
326
Not enough data
Design
8.2
333
Not enough data
7.8
337
Not enough data
8.3
357
Not enough data
8.3
346
Not enough data
8.4
335
Not enough data
Generative AI
7.7
266
Not enough data
7.8
266
Not enough data
Usability
8.8
268
Not enough data
8.7
264
Not enough data
8.8
258
Not enough data
Reporting
8.6
252
Not enough data
8.5
248
Not enough data
8.6
260
Not enough data
Generative AI
7.5
183
Not enough data
7.6
183
Not enough data
Conversational Platform
8.3
439
Not enough data
8.3
385
Not enough data
8.3
378
Not enough data
8.4
314
Not enough data
Support Automation
8.4
395
Not enough data
8.4
415
Not enough data
8.3
380
Not enough data
8.3
321
Not enough data
Generative AI
7.4
212
Not enough data
7.4
208
Not enough data
Generative AI
7.9
119
8.1
7
7.9
117
7.6
7
7.6
116
5.0
6
Communication
8.8
587
|
Verified
7.6
7
8.7
602
|
Verified
8.5
8
8.7
497
|
Verified
8.1
7
8.5
202
7.4
7
8.2
204
7.4
7
Internal Use
8.1
1664
|
Verified
7.6
19
8.6
206
7.4
7
8.2
188
6.7
8
8.8
560
|
Verified
7.9
7
8.8
521
|
Verified
7.9
8
8.6
549
|
Verified
7.7
8
Generative AI
7.9
144
8.6
16
Self-Service Experience
8.7
963
8.7
21
8.6
915
8.3
20
8.3
688
7.7
20
8.2
243
7.4
20
8.4
261
8.2
20
Self-Service Platform
8.5
257
8.2
21
8.6
266
8.9
21
8.0
226
8.3
20
8.5
241
8.6
22
Agentic AI - Customer Self-Service
7.9
20
8.2
14
7.9
18
8.7
14
8.0
19
8.7
14
7.9
21
8.1
15
7.7
20
8.6
14
7.5
19
8.6
14
7.8
19
8.1
14
Generative AI
8.2(won by default)
81
Not enough data
8.1(won by default)
81
Not enough data
Process
8.6(won by default)
166
Not enough data
9.3(won by default)
487
Not enough data
8.6(won by default)
375
Not enough data
Channels
9.2(won by default)
482
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
Not enough data
Insight
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
Not enough data
Generative AI
7.7
88
6.7
10
7.7
87
6.5
10
Customer Query Resolution - AI Customer Support Agents
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
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.6
13
Not enough data
8.7
13
Not enough data
8.6
13
Not enough data
Automation
9.0
12
Not enough data
8.8
12
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.5
12
Not enough data
8.2
12
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
17.0%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.1%
Retail
37.5%
Automotive
14.3%
Consumer Goods
12.5%
Information Technology and Services
5.4%
Health, Wellness and Fitness
5.4%
Other
25.0%
Alternatives
Discussions
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
eDesk has no discussions with answers
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