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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Small-Business (62.3% of reviews)
Entry-Level Pricing
$15.00 Per Month
$0.00 5 Users Per Month
Freshdesk
Star Rating
(3,599)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Entry-Level Pricing
$15.00 Per Month
Free Trial is available
Browse all 3 pricing plansHelp Scout
Star Rating
(417)4.4 out of 5
Market Segments
Small-Business (62.3% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk's ticket creation user experience scores an 8.9, which is slightly lower than Help Scout's impressive 9.2. Reviewers mention that Help Scout's interface is more intuitive, making it easier for agents to create and manage tickets efficiently.
- Reviewers mention that Help Scout excels in multi-channel coverage with a score of 9.8, compared to Freshdesk's 8.4. Users on G2 appreciate Help Scout's seamless integration across various communication channels, enhancing customer engagement.
- Users say that Help Scout's ease of use is rated at 9.2, while Freshdesk's is 8.8. Reviewers highlight that Help Scout's straightforward navigation and user-friendly design contribute to a smoother onboarding process for new team members.
- G2 users report that Help Scout's quality of support is rated at 9.1, surpassing Freshdesk's 8.8. Reviewers mention that Help Scout's customer service is responsive and helpful, which is crucial for businesses needing timely assistance.
- Users on G2 highlight that Help Scout's internal discussion feature scores 9.1, while Freshdesk's is rated at 8.6. Reviewers say that Help Scout's internal communication tools facilitate better collaboration among team members, leading to improved ticket resolution times.
- Reviewers mention that Freshdesk's entry-level price is $0.00, making it an attractive option for small businesses, while Help Scout starts at $50.00. Users report that this pricing difference can significantly impact budget-conscious companies looking for effective customer support solutions.
Pricing
Entry-Level Pricing
Freshdesk
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
Help Scout
Free
$0.00
5 Users Per Month
Limited to 100 contacts per month and 5 users.
- Up to 5 users
- 1 Inbox
- 10 Saved replies
Free Trial
Freshdesk
Free Trial is available
Help Scout
Free Trial is available
Ratings
Meets Requirements
8.6
3,165
8.7
315
Ease of Use
8.8
3,187
9.2
319
Ease of Setup
8.6
2,247
9.2
163
Ease of Admin
8.7
2,148
9.1
163
Quality of Support
8.7
3,064
9.1
289
Has the product been a good partner in doing business?
8.8
2,073
9.1
156
Product Direction (% positive)
8.8
3,140
8.2
303
Features by Category
Ticket and Case Management
8.9
2208
|
Verified
9.2
175
|
Verified
8.8
2218
|
Verified
9.2
174
|
Verified
8.5
2131
|
Verified
8.6
188
|
Verified
8.5
2023
|
Verified
8.6
164
8.3
1789
|
Verified
Feature Not Available
8.5
2076
|
Verified
8.7
176
|
Verified
8.7
1997
|
Verified
8.9
175
|
Verified
8.2
1362
|
Verified
8.2
99
Generative AI
7.3
324
5.2
7
7.4
321
6.1
6
Agentic AI - Help Desk
6.9
52
Not enough data
6.7
53
Not enough data
7.0
52
Not enough data
Communication Channels
8.6
1912
|
Verified
Feature Not Available
8.9
2060
|
Verified
9.2
166
|
Verified
8.4
1304
|
Verified
7.7
101
|
Verified
8.0
1184
|
Verified
7.7
61
7.9
932
|
Verified
6.8
28
|
Verified
Platform
8.0
1148
|
Verified
7.5
39
8.0
1655
|
Verified
7.7
90
|
Verified
8.6
1538
|
Verified
8.6
104
|
Verified
8.2
1132
|
Verified
8.5
78
|
Verified
8.0
1854
|
Verified
8.1
144
|
Verified
8.3
1952
|
Verified
8.2
151
|
Verified
Channels
8.3
349
9.7
10
7.9
329
8.6
7
7.5
320
8.1
6
Design
8.1
326
7.7
8
7.8
331
8.8
7
8.2
351
8.5
11
8.3
337
9.1
11
8.4
328
9.3
10
Generative AI
7.6
262
Not enough data
7.7
262
Not enough data
Usability
8.7
262
Not enough data
8.7
258
Not enough data
8.7
251
Not enough data
Reporting
8.6
246
Not enough data
8.5
242
Not enough data
8.6
253
Not enough data
Generative AI
7.5
179
Not enough data
7.6
179
Not enough data
Conversational Platform
8.3
429
8.3
57
8.3
375
8.5
31
8.3
368
8.7
33
8.4
304
8.4
36
Support Automation
8.4
385
8.4
36
8.4
405
8.8
42
8.2
369
8.4
34
8.2
310
9.0
36
Generative AI
7.4
205
Not enough data
7.4
202
Not enough data
Sorting & Filtering
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integrations
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Time Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Email Management
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.8
116
Not enough data
7.9
115
Not enough data
7.6
114
Not enough data
Communication
8.8
581
|
Verified
9.0
29
|
Verified
8.7
598
|
Verified
8.9
30
|
Verified
8.7
493
|
Verified
Feature Not Available
8.5
196
8.2
22
|
Verified
8.2
200
Feature Not Available
Internal Use
8.0
1655
|
Verified
7.7
90
|
Verified
8.6
202
8.7
29
|
Verified
8.1
182
7.9
18
|
Verified
8.8
558
|
Verified
9.0
32
|
Verified
8.8
516
|
Verified
9.5
30
|
Verified
8.6
545
|
Verified
8.4
30
|
Verified
Generative AI
7.9
142
Not enough data
Self-Service Experience
8.7
958
8.7
107
8.6
911
8.3
103
8.3
684
Feature Not Available
8.2
239
8.3
26
8.4
255
8.5
29
Self-Service Platform
8.5
252
8.8
28
8.6
258
8.7
31
8.0
218
Feature Not Available
8.5
235
8.7
29
Agentic AI - Customer Self-Service
7.7
17
Not enough data
7.6
15
Not enough data
7.7
16
Not enough data
7.6
17
Not enough data
7.5
17
Not enough data
7.3
16
Not enough data
7.5
16
Not enough data
Generative AI
8.2(won by default)
80
Not enough data
8.1(won by default)
80
Not enough data
Process
8.6(won by default)
161
Not enough data
9.3(won by default)
481
Not enough data
8.6(won by default)
372
Not enough data
Channels
9.2(won by default)
477
Not enough data
8.7(won by default)
417
Not enough data
8.8(won by default)
378
Not enough data
8.5(won by default)
339
Not enough data
Feature Not Available
Not enough data
Insight
8.6(won by default)
380
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
7.7
87
Not enough data
7.7
86
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.9
11
Not enough data
8.7
10
Not enough data
8.3
11
Not enough data
8.6
11
Not enough data
8.0
11
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
11
Not enough data
8.5
11
Not enough data
8.5
11
Not enough data
8.3
11
Not enough data
Automation
8.9
11
Not enough data
8.6
11
Not enough data
8.8
11
Not enough data
Autonomy
7.0
11
Not enough data
8.5
10
Not enough data
8.3
11
Not enough data
8.2
11
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 Scout are categorized as Shared Inbox, Digital Customer Service Platforms, Conversational Support, Customer Communications Management, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Freshdesk is categorized as Complaint Management, Social Customer Service, and AI Customer Support Agents
Help Scout is categorized as Email Management
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Help Scout
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
12.9%
Internet
4.2%
Financial Services
4.1%
Education Management
3.7%
Other
58.1%
Computer Software
20.4%
Information Technology and Services
9.9%
Internet
7.6%
Marketing and Advertising
4.4%
Retail
4.2%
Other
53.4%
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
What should I look for in a ticketing system?
2 Comments
AG
Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration...Read more
Why sometimes the messages are not merged by themself?
2 Comments
AG
Hey Oliver,
I'm Anthony. A member of Help Scout's support team.
If you still have questions about messages within Help Scout, please reach out and I'd...Read more
Do you have a mobile app?
1 Comment
BD
Yes, search "Help Scout" in your device's application store. Read more
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