Compare Freshdesk vs Help Scout

See this
comparison of Freshdesk vs. Help Scout
based on data from user reviews. Freshdesk rates 4.4/5 stars with 2,140 reviews. Help Scout rates 4.3/5 stars with 154 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Sprout
Free
for UNLIMITED agents
Plus
$27
user/month
 
Blossom
$19
/ agent / month billed annually
Basic
$8
user/month
 
Garden
$35
/ agent / month billed annually
Standard
$15
user/month
 
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial Unavailable
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial
Help Scout
Plus
$27user/month
Basic
$8user/month
Standard
$15user/month
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.5
8.5
Ease of Use
Ease of Use
8.8
9.2
Ease of Setup
Ease of Setup
8.6
8.8
Ease of Admin
Ease of Admin
8.7
8.8
Quality of Support
Quality of Support
8.9
8.8
Ease of Doing Business With
Ease of Doing Business With
8.8
8.9
Product Direction (% positive)
Product Direction (% positive)
8.7
7.8
Meets Requirements
Freshdesk
8.5
Help Scout
8.5
Ease of Use
Freshdesk
8.8
Help Scout
9.2
Ease of Setup
Freshdesk
8.6
Help Scout
8.8
Ease of Admin
Freshdesk
8.7
Help Scout
8.8
Quality of Support
Freshdesk
8.9
Help Scout
8.8
Ease of Doing Business With
Freshdesk
8.8
Help Scout
8.9
Product Direction (% positive)
Freshdesk
8.7
Help Scout
7.8

Features

Ticket and Case Management
Ticket creation user experience
Freshdesk
8.9
Help Scout
9.1
Ticket response user experience
Freshdesk
8.8
Help Scout
9.3
Workflow
Freshdesk
8.4
Help Scout
8.3
Response Automation
Freshdesk
8.4
Help Scout
8.4
SLA Management
Freshdesk
8.2
Help Scout
Not enough data available
Attachments/Screencasts
Freshdesk
8.4
Help Scout
8.5
Ticket Collaboration
Freshdesk
8.6
Help Scout
8.8
Knowledge Share
Knowledge Base
Freshdesk
8.8
Help Scout
8.7
Searchable Articles
Freshdesk
8.6
Help Scout
8.0
Community Forums
Freshdesk
8.5
Help Scout
8.4
Interactive FAQs & Forums
Freshdesk
8.5
Help Scout
8.1
Interaction
Web Portals
Freshdesk
7.2
Help Scout
8.8
Forum to Reponse
Freshdesk
8.5
Help Scout
8.2
Tickets and Tagging
Freshdesk
8.8
Help Scout
8.7
Live Chat
Freshdesk
8.8
Help Scout
6.7
Communication Channels
Customer Portal
Freshdesk
8.6
Help Scout
9.0
Email to Case
Freshdesk
8.9
Help Scout
9.3
Chat/Live Support
Freshdesk
8.5
Help Scout
7.0
Social Integration
Freshdesk
8.3
Help Scout
8.1
Call Center
Make, Receive, and Record Calls
Freshdesk
8.3
Help Scout
Not enough data available
Customer and Contacts Database
Freshdesk
8.0
Help Scout
7.7
Products and Version Tracking
Freshdesk
8.3
Help Scout
Not enough data available
Call Scripting
Freshdesk
8.2
Help Scout
Not enough data available
Interactive Voice Response (IVR)
Freshdesk
8.4
Help Scout
Not enough data available
Self Service/Community
Forums
Freshdesk
8.3
Help Scout
Not enough data available
Knowledge Base
Freshdesk
8.5
Help Scout
8.4
Ideas/Feedback
Freshdesk
8.4
Help Scout
9.2
Q&A
Freshdesk
8.6
Help Scout
9.7
Reporting & Analytics
Social Monitoring
Freshdesk
8.3
Help Scout
Not enough data available
Reporting
Freshdesk
7.9
Help Scout
8.1
Dashboards
Freshdesk
8.2
Help Scout
8.3
Platform
Mobile User Support
Freshdesk
8.1
Help Scout
Not enough data available
ITIL Compliance
Freshdesk
8.3
Help Scout
Not enough data available
Customization
Freshdesk
8.0
Help Scout
7.6
User, Role, and Access Management
Freshdesk
8.5
Help Scout
8.5
Internationalization
Freshdesk
8.1
Help Scout
8.2
Performance & Reliability
Freshdesk
8.8
Help Scout
9.4
Integration APIs
Freshdesk
8.2
Help Scout
8.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
52.4%
54.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
36.7%
39.2%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
10.9%
6.1%
Freshdesk
Small-Business
52.4%
Mid-Market
36.7%
Enterprise
10.9%
Help Scout
Small-Business
54.7%
Mid-Market
39.2%
Enterprise
6.1%

Reviewers' Industry

 
Information Technology and Services
20.4%
Computer Software
22.9%
 
Computer Software
13.9%
Internet
17.0%
 
Internet
5.8%
Information Technology and Services
8.0%
 
Education Management
3.7%
Marketing and Advertising
5.9%
 
E-Learning
3.4%
Real Estate
4.8%
 
Other
52.9%
Other
41.5%
Freshdesk
Information Technology and Services
20.4%
Computer Software
13.9%
Internet
5.8%
Education Management
3.7%
E-Learning
3.4%
Other
52.9%
Help Scout
Computer Software
22.9%
Internet
17.0%
Information Technology and Services
8.0%
Marketing and Advertising
5.9%
Real Estate
4.8%
Other
41.5%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

Most Helpful Critical Review
Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

G2 User in Consumer Goods

Assigning emails gets tricky as well as trying to upload documents or premenant links. Unable to attatch videos directly

 
Freshdesk
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Help Scout
Most Helpful Favorable Review
Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

Most Helpful Critical Review
G2 User in Consumer Goods

Assigning emails gets tricky as well as trying to upload documents or premenant links. Unable to attatch videos directly

Screenshots

 
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Videos

 
No videos provided
Freshdesk
Help Scout
No videos provided
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