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Compare Freshdesk and Gupshup 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Mid-Market (43.5% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
No pricing available
Freshdesk
Star Rating
(3,688)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 plansGupshup
Star Rating
(63)4.4 out of 5
Market Segments
Mid-Market (43.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about GupshupSummary
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 the ease of navigation and the seamless integration with tools like Genesys Cloud and Microsoft Teams, which enhances daily operations.
- According to verified reviews, Freshdesk's ticket management features, such as the child ticket option, significantly streamline the escalation process. Users find it beneficial that information from parent tickets is automatically duplicated, saving time and reducing manual errors.
- Users say that Gupshup offers a wide variety of features tailored for different use cases, including chatbots, SMS, and email templates. This versatility makes it a strong contender for businesses looking to address multiple communication needs in one platform.
- Reviewers mention that while Gupshup has a user-friendly interface, it may not match the overall satisfaction levels of Freshdesk. Some users feel that the platform's capabilities could be enhanced further, especially in areas like automation and integration with other tools.
- G2 reviewers highlight that Freshdesk has a significantly larger user base, with over 3,500 reviews compared to Gupshup's 64. This larger volume of feedback contributes to a more reliable understanding of its performance and user satisfaction.
- According to recent user feedback, both platforms have strong support ratings, but Freshdesk's quality of support is often noted as a key differentiator. Users appreciate the responsiveness and helpfulness of Freshdesk's support team, which enhances their overall experience.
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
Gupshup
No pricing availableFree Trial
Freshdesk
Free Trial is available
Gupshup
No trial information availableRatings
Meets Requirements
8.6
3,235
8.8
55
Ease of Use
8.9
3,257
8.8
56
Ease of Setup
8.6
2,317
8.8
38
Ease of Admin
8.7
2,179
8.1
22
Quality of Support
8.7
3,132
8.5
55
Has the product been a good partner in doing business?
8.8
2,102
8.7
22
Product Direction (% positive)
8.8
3,207
8.7
55
Features by Category
Ticket and Case Management
8.9
2236
|
Verified
Not enough data
8.8
2254
|
Verified
Not enough data
8.5
2166
|
Verified
Not enough data
8.5
2052
|
Verified
Not enough data
8.3
1809
|
Verified
Not enough data
8.5
2093
|
Verified
Not enough data
8.7
2018
|
Verified
Not enough data
8.3
1379
|
Verified
Not enough data
Generative AI
7.3
332
Not enough data
7.4
330
Not enough data
Agentic AI - Help Desk
7.1
61
Not enough data
7.0
61
Not enough data
7.3
61
Not enough data
Communication Channels
8.6
1929
|
Verified
Not enough data
8.9
2086
|
Verified
Not enough data
8.4
1321
|
Verified
Not enough data
8.0
1197
|
Verified
Not enough data
7.9
943
|
Verified
Not enough data
Platform
8.0
1162
|
Verified
Not enough data
8.1
1664
|
Verified
Not enough data
8.6
1550
|
Verified
Not enough data
8.2
1151
|
Verified
Not enough data
8.0
1877
|
Verified
Not enough data
8.3
1965
|
Verified
Not enough data
Messenger
Not enough data
8.8
20
Not enough data
7.1
19
Not enough data
7.5
19
Not enough data
7.9
19
Channels
Not enough data
7.3
18
Not enough data
7.3
20
Not enough data
8.5
19
Not enough data
6.8
17
Not enough data
7.2
16
Customers
Not enough data
8.1
17
Not enough data
7.7
18
Not enough data
7.8
19
Not enough data
7.6
17
Not enough data
7.5
17
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
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
8.6
12
8.3
385
8.5
10
8.3
378
8.5
11
8.4
314
9.1
11
Support Automation
8.4
395
8.9
11
8.4
415
8.6
12
8.3
380
8.2
10
8.3
321
8.5
11
Generative AI
7.4
212
7.1
7
7.4
208
7.4
7
Generative AI
Not enough data
7.0
11
Not enough data
7.4
11
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
7.9
119
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
587
|
Verified
Not enough data
8.7
602
|
Verified
Not enough data
8.7
497
|
Verified
Not enough data
8.5
202
Not enough data
8.2
204
Not enough data
Internal Use
8.1
1664
|
Verified
Not enough data
8.6
206
Not enough data
8.2
188
Not enough data
8.8
560
|
Verified
Not enough data
8.8
521
|
Verified
Not enough data
8.6
549
|
Verified
Not enough data
Generative AI
7.9
144
Not enough data
Self-Service Experience
8.7
963
Not enough data
8.6
915
Not enough data
8.3
688
Not enough data
8.2
243
Not enough data
8.4
261
Not enough data
Self-Service Platform
8.5
257
Not enough data
8.6
266
Not enough data
8.0
226
Not enough data
8.5
241
Not enough data
Agentic AI - Customer Self-Service
7.9
20
Not enough data
7.9
18
Not enough data
8.0
19
Not enough data
7.9
21
Not enough data
7.7
20
Not enough data
7.5
19
Not enough data
7.8
19
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)
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
Not enough data
7.7
87
Not enough data
WhatsApp Messaging - WhatsApp Marketing
Not enough data
9.3
12
Not enough data
9.6
12
Not enough data
9.4
12
Not enough data
9.4
12
Not enough data
9.2
12
Not enough data
9.4
12
WhatsApp Business Platform - WhatsApp Marketing
Not enough data
9.1
11
Not enough data
9.5
11
Not enough data
8.5
11
Not enough data
8.6
11
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 Gupshup are categorized as Conversational Support
Unique Categories
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Gupshup
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%
Financial Services
8.1%
Computer Software
8.1%
Marketing and Advertising
6.5%
Insurance
6.5%
Automotive
6.5%
Other
64.5%
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
Gupshup has no more discussions with answers
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