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Compare Freshdesk and Grasp 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Small-Business (36.4% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
€29.00 1 /user/month
Freshdesk
Star Rating
(3,620)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 plansGrasp
Star Rating
(12)4.5 out of 5
Market Segments
Small-Business (36.4% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
€29.00 1 /user/month
Browse all 3 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 Grasp. Users appreciate its clean interface and strong automation features, which streamline ticket management and enhance productivity.
- Users say Freshdesk's ticket management system is particularly effective, with features like SLA tracking and multi-channel support that help teams stay organized. In contrast, Grasp, while offering instant responses via WhatsApp, lacks the comprehensive ticketing capabilities that many users find essential.
- Reviewers mention that Freshdesk's implementation process is quick and intuitive, making it easier for teams to manage incoming support requests without switching tools. On the other hand, Grasp has received fewer reviews, which may indicate a less established user base and potentially less reliable feedback on its setup experience.
- According to verified reviews, Freshdesk's shared inbox feature is a standout, allowing teams to see who is working on which tickets, thus preventing duplication of efforts. Grasp, while praised for its real-time WhatsApp integration, does not offer the same level of collaborative ticket management.
- Users highlight that Freshdesk's quality of support is commendable, with a score that reflects its responsiveness and helpfulness. In comparison, Grasp's support features are less frequently mentioned, which may suggest a need for improvement in this area.
- Reviewers note that Freshdesk's extensive feature set, including workflow automation and customer portal, makes it a robust choice for small businesses. Grasp, while effective for specific use cases like WhatsApp communication, may not meet the broader needs of users looking for a comprehensive help desk solution.
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
Grasp
Premium
€29.00
1 /user/month
For small service teams wishing to professionalise.
- Unlimited conversations
- 1 team inbox
- Unlimited contacts
Free Trial
Freshdesk
Free Trial is available
Grasp
Free Trial is available
Ratings
Meets Requirements
8.6
3,185
8.6
11
Ease of Use
8.8
3,208
8.8
11
Ease of Setup
8.6
2,267
Not enough data
Ease of Admin
8.7
2,154
Not enough data
Quality of Support
8.7
3,083
8.8
11
Has the product been a good partner in doing business?
8.8
2,078
Not enough data
Product Direction (% positive)
8.8
3,160
8.9
11
Features by Category
Ticket and Case Management
8.9
2225
|
Verified
8.3
6
8.8
2232
|
Verified
8.6
7
8.5
2147
|
Verified
8.1
7
8.5
2037
|
Verified
8.7
9
8.3
1800
|
Verified
8.5
9
8.5
2088
|
Verified
8.3
7
8.7
2010
|
Verified
8.6
6
8.2
1374
|
Verified
8.1
6
Generative AI
7.3
331
Not enough data
7.4
328
Not enough data
Agentic AI - Help Desk
7.1
59
Not enough data
6.9
59
Not enough data
7.2
59
Not enough data
Communication Channels
8.6
1923
|
Verified
8.6
7
8.9
2070
|
Verified
8.0
5
8.4
1314
|
Verified
8.8
7
8.0
1193
|
Verified
9.0
8
7.9
940
|
Verified
8.3
5
Platform
8.0
1154
|
Verified
Not enough data
8.1
1662
|
Verified
Not enough data
8.6
1545
|
Verified
Not enough data
8.2
1142
|
Verified
Not enough data
8.0
1865
|
Verified
Not enough data
8.3
1959
|
Verified
9.3
5
Channels
8.3
355
Not enough data
7.9
333
Not enough data
7.5
324
Not enough data
Design
8.2
331
Not enough data
7.8
336
Not enough data
8.2
356
Not enough data
8.3
343
Not enough data
8.4
332
Not enough data
Generative AI
7.7
266
Not enough data
7.7
266
Not enough data
Usability
8.7
266
Not enough data
8.7
262
Not enough data
8.7
255
Not enough data
Reporting
8.6
249
Not enough data
8.5
245
Not enough data
8.6
257
Not enough data
Generative AI
7.5
182
Not enough data
7.6
182
Not enough data
Conversational Platform
8.3
433
Not enough data
8.3
381
Not enough data
8.3
373
Not enough data
8.4
308
Not enough data
Support Automation
8.4
389
Not enough data
8.4
410
Not enough data
8.2
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
209
Not enough data
7.4
206
Not enough data
Generative AI
7.9
118
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
585
|
Verified
Not enough data
8.7
602
|
Verified
Not enough data
8.7
496
|
Verified
Not enough data
8.5
200
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1662
|
Verified
Not enough data
8.6
204
Not enough data
8.1
186
Not enough data
8.8
560
|
Verified
Not enough data
8.8
520
|
Verified
Not enough data
8.6
548
|
Verified
Not enough data
Generative AI
7.9
144
Not enough data
Self-Service Experience
8.7
960
Not enough data
8.6
913
Not enough data
8.3
687
Not enough data
8.2
241
Not enough data
8.4
258
Not enough data
Self-Service Platform
8.5
254
Not enough data
8.6
261
Not enough data
8.0
221
Not enough data
8.4
238
Not enough data
Agentic AI - Customer Self-Service
7.8
19
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.5
19
Not enough data
7.4
18
Not enough data
7.7
18
Not enough data
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)
164
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
374
Not enough data
Channels
9.2(won by default)
480
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)
342
Not enough data
8.2(won by default)
56
Not enough data
Insight
8.6(won by default)
383
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)
447
Not enough data
Generative AI
7.7
88
Not enough data
7.7
87
Not enough data
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 Grasp are categorized as Help Desk and Customer Communications Management
Unique Categories
Freshdesk is categorized as AI Customer Support Agents, Digital Customer Service Platforms, Conversational Support, Shared Inbox, Complaint Management, Social Customer Service, Live Chat, and Customer Self-Service
Grasp has no unique categories
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Grasp
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
13.0%
Internet
4.1%
Financial Services
4.1%
Education Management
3.7%
Other
58.1%
Telecommunications
36.4%
Mechanical or Industrial Engineering
9.1%
Internet
9.1%
Events Services
9.1%
E-Learning
9.1%
Other
27.3%
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
Grasp has no discussions with answers
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