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Compare Freshdesk and Help Desk Premier 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Small-Business (54.5% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
$1,995
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 plansHelp Desk Premier
Star Rating
(11)4.0 out of 5
Market Segments
Small-Business (54.5% of reviews)
Pros & Cons
Entry-Level Pricing
$1,995
Learn more about Help Desk PremierSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in user satisfaction, boasting a significantly higher overall score compared to Help Desk Premier. Users appreciate its clean, easy-to-use interface and robust automation features, which streamline ticket management and enhance productivity.
- According to verified reviews, Freshdesk's implementation process is praised for its quick onboarding, with users highlighting the intuitive onboarding wizard that helps teams get started without hassle. In contrast, Help Desk Premier has received limited recent feedback, making it difficult to gauge its current user experience.
- Users say that Freshdesk's multi-channel support and SLA tracking are standout features that help teams stay organized and responsive. Reviewers specifically mention how the shared inbox functionality prevents ticket duplication and ensures efficient handling of customer requests.
- Reviewers mention that while Help Desk Premier offers a variety of features, it lacks the same level of user engagement and satisfaction as Freshdesk. Some users find it useful for identifying support needs, but the overall feedback is less enthusiastic compared to the vibrant community around Freshdesk.
- G2 reviewers highlight that Freshdesk's quality of support is notably higher, with users rating it positively for its responsiveness and helpfulness. In contrast, Help Desk Premier's support has received mixed reviews, indicating potential areas for improvement in customer service.
- Users report that Freshdesk's ticket creation and response user experience are superior, with scores reflecting its effectiveness in managing support requests. Help Desk Premier, while functional, does not match the same level of user satisfaction in these critical areas, as indicated by the lower ratings in recent feedback.
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
Help Desk Premier
$1,995
- Unlimited Users with Source Code
- Install it in minutes on any Windows computer
- desktop or server
Free Trial
Freshdesk
Free Trial is available
Help Desk Premier
Free Trial is available
Ratings
Meets Requirements
8.6
3,185
8.2
11
Ease of Use
8.8
3,208
8.5
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
8.0
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
10.0
11
Features by Category
Ticket and Case Management
8.9
2225
|
Verified
8.3
7
8.8
2232
|
Verified
8.3
7
8.5
2147
|
Verified
8.6
7
8.5
2037
|
Verified
7.9
7
8.3
1800
|
Verified
9.0
7
8.5
2088
|
Verified
9.0
7
8.7
2010
|
Verified
9.3
7
8.2
1374
|
Verified
8.6
7
Generative AI
7.3
331
8.3
6
7.4
328
8.1
6
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
9.3
7
8.9
2070
|
Verified
8.1
7
8.4
1314
|
Verified
8.1
6
8.0
1193
|
Verified
7.5
6
7.9
940
|
Verified
7.8
6
Platform
8.0
1154
|
Verified
8.9
6
8.1
1662
|
Verified
8.9
6
8.6
1545
|
Verified
9.2
6
8.2
1142
|
Verified
8.3
6
8.0
1865
|
Verified
8.9
6
8.3
1959
|
Verified
9.2
6
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
8.9
6
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 Help Desk Premier are categorized as Help Desk
Unique Categories
Help Desk Premier has no unique categories
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Help Desk Premier
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%
Information Technology and Services
36.4%
Manufacturing
9.1%
Market Research
9.1%
Human Resources
9.1%
Cosmetics
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
Help Desk Premier has no discussions with answers
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