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Compare Freshdesk and Help Scout 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Small-Business (62.3% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
$0.00 5 Users Per Month
Freshdesk
Star Rating
(3,619)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 Scout
Star Rating
(418)4.4 out of 5
Market Segments
Small-Business (62.3% 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 overall user satisfaction, boasting a significantly higher G2 Score compared to Help Scout. Users appreciate its clean interface and strong automation features, which streamline ticket management and enhance productivity.
- Users say that Freshdesk's ticket management system is particularly effective, with features like SLA tracking and multi-channel support helping teams stay organized. In contrast, Help Scout, while user-friendly, does not offer the same level of automation, which some users find limits their efficiency.
- Reviewers mention that Freshdesk's implementation process is quick and intuitive, making it easier for teams to get started. Users highlight the shared inbox feature that prevents ticket duplication, whereas Help Scout's setup, while straightforward, lacks the same level of automation that Freshdesk provides.
- According to verified reviews, Help Scout shines in its user experience, particularly with its shared inbox and knowledge base features, which are praised for accessibility. However, Freshdesk's robust ticket handling capabilities often overshadow these strengths, especially for teams needing advanced support tools.
- Users report that Freshdesk's customer support is reliable, with a focus on helping teams manage incoming requests efficiently. In comparison, while Help Scout's support is also well-rated, it does not match the extensive features and automation that Freshdesk offers, which can be a deciding factor for larger teams.
- Reviewers highlight that Freshdesk's ability to integrate various support channels is a major advantage, allowing for seamless communication. Help Scout, while effective for small businesses, may struggle to meet the needs of larger organizations looking for comprehensive multi-channel support.
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
3,184
8.7
316
Ease of Use
8.8
3,207
9.2
320
Ease of Setup
8.6
2,266
9.2
164
Ease of Admin
8.7
2,154
9.1
163
Quality of Support
8.7
3,082
9.1
290
Has the product been a good partner in doing business?
8.8
2,078
9.1
156
Product Direction (% positive)
8.8
3,159
8.2
304
Features by Category
Ticket and Case Management
8.9
2224
|
Verified
9.2
175
|
Verified
8.8
2231
|
Verified
9.2
174
|
Verified
8.5
2146
|
Verified
8.6
189
|
Verified
8.5
2036
|
Verified
8.6
164
8.3
1800
|
Verified
Feature Not Available
8.5
2087
|
Verified
8.6
177
|
Verified
8.7
2009
|
Verified
8.9
176
|
Verified
8.2
1373
|
Verified
8.2
99
Generative AI
7.3
331
5.2
7
7.4
328
6.1
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
Feature Not Available
8.9
2070
|
Verified
9.2
167
|
Verified
8.4
1313
|
Verified
7.7
101
|
Verified
8.0
1193
|
Verified
7.7
61
7.9
940
|
Verified
6.8
28
|
Verified
Platform
8.0
1154
|
Verified
7.5
39
8.1
1662
|
Verified
7.7
90
|
Verified
8.6
1545
|
Verified
8.6
104
|
Verified
8.2
1142
|
Verified
8.5
78
|
Verified
8.0
1864
|
Verified
8.1
144
|
Verified
8.3
1959
|
Verified
8.2
151
|
Verified
Channels
8.3
354
9.7
10
7.9
333
8.6
7
7.5
324
8.1
6
Design
8.2
331
7.7
8
7.8
336
8.8
7
8.2
356
8.5
11
8.3
342
9.1
11
8.4
332
9.3
10
Generative AI
7.7
266
Not enough data
7.7
266
Not enough data
Usability
8.7
265
Not enough data
8.7
261
Not enough data
8.7
254
Not enough data
Reporting
8.6
249
Not enough data
8.5
245
Not enough data
8.6
256
Not enough data
Generative AI
7.5
182
Not enough data
7.6
182
Not enough data
Conversational Platform
8.3
433
8.3
57
8.3
381
8.5
31
8.3
373
8.7
33
8.4
308
8.4
36
Support Automation
8.4
389
8.4
36
8.4
409
8.8
42
8.2
373
8.4
34
8.2
314
9.0
36
Generative AI
7.4
209
Not enough data
7.4
206
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
7.9
118
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
585
|
Verified
9.0
29
|
Verified
8.7
602
|
Verified
8.9
30
|
Verified
8.7
496
|
Verified
Feature Not Available
8.5
200
8.2
22
|
Verified
8.2
202
Feature Not Available
Internal Use
8.1
1662
|
Verified
7.7
90
|
Verified
8.6
204
8.7
29
|
Verified
8.1
186
7.9
18
|
Verified
8.8
560
|
Verified
9.0
32
|
Verified
8.8
520
|
Verified
9.5
30
|
Verified
8.6
548
|
Verified
8.4
30
|
Verified
Generative AI
7.9
144
Not enough data
Self-Service Experience
8.7
960
8.7
107
8.6
913
8.3
103
8.3
687
Feature Not Available
8.2
241
8.3
26
8.4
258
8.5
29
Self-Service Platform
8.5
254
8.8
28
8.6
261
8.7
31
8.0
221
Feature Not Available
8.4
238
8.7
29
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 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
12.9%
Internet
4.1%
Financial Services
4.1%
Education Management
3.7%
Other
58.1%
Computer Software
20.4%
Information Technology and Services
9.8%
Internet
7.6%
Marketing and Advertising
4.4%
Retail
4.2%
Other
53.6%
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
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
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
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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