Compare Freshdesk and eGain Chat 
At a Glance
Market Segments
Small-Business (48.7% of reviews)
Enterprise (70.0% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
No pricing available
Freshdesk
Star Rating
(3,727)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 planseGain Chat
Star Rating
(10)4.0 out of 5
Market Segments
Enterprise (70.0% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Learn more about eGain ChatSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in ticket management, with users highlighting its structured and efficient approach. The automation features significantly reduce manual work, allowing support teams to focus on more complex issues, which is a major plus for daily operations.
- Users say that eGain Chat stands out for its user-friendly interface and immediate response capabilities. Reviewers appreciate how the platform helps them understand customer challenges and respond quickly, making it a valuable tool for enhancing customer satisfaction.
- According to verified reviews, Freshdesk is praised for its ease of onboarding, with many users noting that new agents can start handling tickets efficiently without extensive training. This feature is particularly beneficial for small businesses looking to scale their support teams quickly.
- Reviewers mention that eGain Chat offers a high level of support quality, with users feeling that the platform is a good partner in their business operations. The alert notifications and intuitive design contribute to a seamless user experience, which is crucial for maintaining customer engagement.
- G2 reviewers highlight that Freshdesk's clean interface and easy navigation significantly reduce stress when managing multiple customer queries. This aspect is especially important for teams that handle a high volume of tickets daily, as it streamlines their workflow.
- Users report that while eGain Chat has a strong focus on immediate customer interaction, it may not have the same level of market presence or extensive feature set as Freshdesk, which offers more comprehensive automation and customization options for diverse business needs.
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
eGain Chat
No pricing availableFree Trial
Freshdesk
Free Trial is available
eGain Chat
Free Trial is available
Ratings
Meets Requirements
8.6
3,266
9.3
9
Ease of Use
8.9
3,288
9.8
9
Ease of Setup
8.6
2,344
Not enough data
Ease of Admin
8.7
2,198
Not enough data
Quality of Support
8.7
3,163
9.6
8
Has the product been a good partner in doing business?
8.8
2,121
Not enough data
Product Direction (% positive)
8.8
3,237
10.0
8
Features by Category
Ticket and Case Management
8.9
2243
|
Verified
Not enough data
8.8
2258
|
Verified
Not enough data
8.5
2183
|
Verified
Not enough data
8.5
2060
|
Verified
Not enough data
8.3
1807
|
Verified
Not enough data
8.5
2090
|
Verified
Not enough data
8.7
2020
|
Verified
Not enough data
8.3
1373
|
Verified
Not enough data
Generative AI
7.3
328
Not enough data
7.4
323
Not enough data
Agentic AI - Help Desk
7.1
57
Not enough data
6.8
56
Not enough data
7.2
56
Not enough data
Communication Channels
8.6
1924
|
Verified
Not enough data
8.9
2087
|
Verified
Not enough data
8.4
1313
|
Verified
Not enough data
8.0
1188
|
Verified
Not enough data
7.9
933
|
Verified
Not enough data
Platform
8.1
1156
|
Verified
Not enough data
8.1
1658
|
Verified
Not enough data
8.6
1547
|
Verified
Not enough data
8.3
1151
|
Verified
Not enough data
8.0
1874
|
Verified
Not enough data
8.3
1961
|
Verified
Not enough data
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
354
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
Not enough data
7.9
114
Not enough data
7.6
113
Not enough data
Communication
8.8
583
|
Verified
Not enough data
8.7
601
|
Verified
Not enough data
8.7
494
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1658
|
Verified
Not enough data
8.6
203
Not enough data
8.2
186
Not enough data
8.8
558
|
Verified
Not enough data
8.8
519
|
Verified
Not enough data
8.6
547
|
Verified
Not enough data
Generative AI
7.9
139
Not enough data
Self-Service Experience
8.7
959
Not enough data
8.6
911
Not enough data
8.3
682
Not enough data
8.2
238
Not enough data
8.4
255
Not enough data
Self-Service Platform
8.5
252
Not enough data
8.6
259
Not enough data
8.0
220
Not enough data
8.4
237
Not enough data
Agentic AI - Customer Self-Service
7.7
16
Not enough data
7.7
15
Not enough data
7.9
16
Not enough data
7.7
17
Not enough data
7.6
17
Not enough data
7.6
16
Not enough data
7.8
16
Not enough data
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
86
Not enough data
7.7
85
Not enough data
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 eGain Chat are categorized as Live Chat
Unique Categories
eGain Chat has no unique categories
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
eGain Chat
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
12.7%
Financial Services
4.1%
Internet
4.0%
Education Management
3.8%
Other
58.3%
Computer Networking
20.0%
Medical Devices
10.0%
Internet
10.0%
Insurance
10.0%
Consumer Services
10.0%
Other
40.0%
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
eGain Chat has no discussions with answers
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