Compare Freshdesk and Help Scout 
At a Glance
Market Segments
Small-Business (48.7% of reviews)
Small-Business (62.2% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
$0.00 5 Users Per Month
Freshdesk
Star Rating
(3,720)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 plansHelp Scout
Star Rating
(425)4.4 out of 5
Market Segments
Small-Business (62.2% of reviews)
Pros & Cons
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.
- G2 reviewers report that Freshdesk excels in ticket management, with users highlighting its structured and efficient approach. The automation features significantly reduce manual work, making it easier for support teams to handle multiple queries simultaneously.
- Users say Help Scout stands out for its user-friendly interface, which many find easy to navigate. Reviewers appreciate the simplicity of switching between tabs, allowing for seamless tracking of conversations across different channels.
- According to verified reviews, Freshdesk's implementation process is praised for being quick and intuitive, with new hires able to pick it up without extensive training. This ease of onboarding is a significant advantage for teams looking to minimize downtime.
- Reviewers mention that Help Scout provides excellent team management capabilities, allowing for straightforward assignment of conversations. Users find it beneficial for real-time updates on email and chat interactions, enhancing collaboration among team members.
- G2 reviewers highlight Freshdesk's customization options, which allow teams to adapt workflows to their specific needs. This flexibility is particularly appreciated by users who require tailored solutions for their customer support processes.
- Users report that while Help Scout may have a more traditional look, it effectively keeps customer conversations organized and personal. This focus on maintaining a human touch in customer interactions is a key strength that resonates with many users.
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 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
3,260
8.7
322
Ease of Use
8.9
3,282
9.2
326
Ease of Setup
8.6
2,339
9.1
168
Ease of Admin
8.7
2,197
9.1
166
Quality of Support
8.7
3,157
9.0
296
Has the product been a good partner in doing business?
8.8
2,120
9.1
160
Product Direction (% positive)
8.8
3,231
8.2
310
Features by Category
Ticket and Case Management
8.9
2238
|
Verified
9.2
177
|
Verified
8.8
2256
|
Verified
9.2
177
|
Verified
8.5
2180
|
Verified
8.6
192
|
Verified
8.5
2058
|
Verified
8.6
166
8.3
1806
|
Verified
Feature Not Available
8.5
2088
|
Verified
8.6
178
|
Verified
8.7
2017
|
Verified
8.9
180
|
Verified
8.3
1371
|
Verified
8.2
99
Generative AI
7.3
327
5.2
7
7.4
323
6.1
6
Agentic AI - Help Desk
7.1
57
Not enough data
6.8
56
Not enough data
7.2
55
Not enough data
Communication Channels
8.6
1923
|
Verified
Feature Not Available
8.9
2085
|
Verified
9.2
170
|
Verified
8.4
1311
|
Verified
7.7
105
|
Verified
8.0
1188
|
Verified
7.7
61
7.9
933
|
Verified
6.8
28
|
Verified
Platform
8.1
1155
|
Verified
7.5
39
8.1
1658
|
Verified
7.7
91
|
Verified
8.6
1547
|
Verified
8.6
104
|
Verified
8.3
1149
|
Verified
8.5
80
|
Verified
8.0
1874
|
Verified
8.1
146
|
Verified
8.3
1961
|
Verified
8.2
151
|
Verified
Channels
8.4
357
9.7
10
8.0
333
8.6
7
7.5
322
8.1
6
Design
8.2
330
7.7
8
7.8
334
8.8
7
8.3
354
8.5
11
8.3
343
9.1
11
8.4
331
9.3
10
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
8.3
57
8.3
378
8.5
31
8.3
371
8.7
33
8.4
307
8.4
36
Support Automation
8.4
388
8.4
36
8.4
408
8.8
42
8.3
373
8.4
34
8.2
314
9.0
36
Generative AI
7.4
207
Not enough data
7.4
203
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
114
Not enough data
7.6
113
Not enough data
Communication
8.8
583
|
Verified
8.9
30
|
Verified
8.7
601
|
Verified
8.9
32
|
Verified
8.7
494
|
Verified
Feature Not Available
8.5
199
8.2
22
|
Verified
8.2
202
Feature Not Available
Internal Use
8.1
1658
|
Verified
7.7
91
|
Verified
8.6
203
8.7
29
|
Verified
8.2
186
7.9
18
|
Verified
8.8
558
|
Verified
9.1
35
|
Verified
8.8
519
|
Verified
9.5
33
|
Verified
8.6
547
|
Verified
8.4
30
|
Verified
Generative AI
7.9
139
Not enough data
Self-Service Experience
8.7
959
8.7
108
8.6
911
8.3
103
8.3
682
Feature Not Available
8.2
238
8.3
26
8.4
255
8.5
29
Self-Service Platform
8.5
252
8.8
28
8.6
259
8.7
31
8.0
220
Feature Not Available
8.4
237
8.7
29
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 Help Scout are categorized as Digital Customer Service Platforms, Help Desk, Conversational Support, Shared Inbox, Customer Communications Management, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents, Complaint Management, and Social Customer Service
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
17.0%
Computer Software
12.7%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.3%
Computer Software
21.1%
Information Technology and Services
9.9%
Internet
7.5%
Marketing and Advertising
4.4%
Retail
4.1%
Other
53.0%
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
What should I look for in a ticketing system?
2 Comments
AG
What you're looking for in a ticketing system is going to depend on your specific processes for reactively and proactively supporting your customers.
I...Read more
Why sometimes the messages are not merged by themself?
2 Comments
DP
I think you need to contact support as I do not have had this issue in the last 3 years (+4100 conversations currently recorded).Read more
Is Helpscout a CRM?
1 Comment
BW
No. Help Scout is an excellent tool for answering customer questions. It can be powerfully integrated with a CRM by syncing Help Scout information back to...Read more
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