Compare Freshdesk and HelpDesk 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Small-Business (60.6% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
$29.00 1 per agent
Freshdesk
Star Rating
(3,721)4.4 out of 5
Market Segments
Small-Business (48.6% 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 plansHelpDesk
Star Rating
(34)4.6 out of 5
Market Segments
Small-Business (60.6% of reviews)
Pros & Cons
Entry-Level Pricing
$29.00 1 per agent
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in providing a structured and efficient ticket management system, with automation features that significantly reduce manual work for customer support teams. Users appreciate how these features help centralize communication and streamline workflows.
- Users say HelpDesk shines in its completeness, offering all the necessary tools for effective support. Reviewers highlight its great integration with LiveChat, which enhances the overall customer interaction experience.
- According to verified reviews, Freshdesk is noted for its user-friendly interface, making it easy for new hires to get up to speed quickly. This ease of use is complemented by a clean design that simplifies daily support tasks, especially when managing multiple customer queries.
- Reviewers mention that HelpDesk's ability to connect customer tickets to various scenarios is a standout feature, allowing for better management of interactions. The option to link multiple emails to a single ticket is particularly praised for streamlining communication.
- G2 reviewers highlight that while Freshdesk has a robust set of features, it sometimes faces challenges in customization compared to HelpDesk, which is recognized for its versatility and user-friendly design that makes the platform feel less like a traditional tool and more engaging.
- Users appreciate the high-quality support provided by HelpDesk, with many noting its responsiveness and helpfulness. In contrast, while Freshdesk also offers solid support, some users feel that it could improve in this area to match HelpDesk's level of service.
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
HelpDesk
Team
$29.00
1 per agent
Simple email management tool for teams with 24/7 chat support and unlimited free viewer accounts (a user that can browse and read tickets)
- All messages in one dashboard
- Robust customer data in tickets
- Automations to finish tasks quicker
Free Trial
Freshdesk
Free Trial is available
HelpDesk
Free Trial is available
Ratings
Meets Requirements
8.6
3,261
9.0
28
Ease of Use
8.9
3,283
9.2
29
Ease of Setup
8.6
2,340
9.8
7
Ease of Admin
8.7
2,198
9.4
8
Quality of Support
8.7
3,158
9.0
28
Has the product been a good partner in doing business?
8.8
2,121
9.2
8
Product Direction (% positive)
8.8
3,232
7.5
28
Features by Category
Ticket and Case Management
8.9
2238
|
Verified
9.4
26
8.8
2256
|
Verified
9.2
26
8.5
2180
|
Verified
8.9
24
8.5
2058
|
Verified
9.0
24
8.3
1806
|
Verified
Feature Not Available
8.5
2088
|
Verified
8.8
24
8.7
2017
|
Verified
9.1
25
8.3
1371
|
Verified
Feature Not Available
Generative AI
7.3
327
Not enough data
7.4
323
Not enough data
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
8.8
25
8.4
1311
|
Verified
9.1
20
8.0
1188
|
Verified
8.5
17
7.9
933
|
Verified
Feature Not Available
Platform
8.1
1155
|
Verified
9.5
7
8.1
1658
|
Verified
9.0
8
8.6
1547
|
Verified
9.3
9
8.3
1149
|
Verified
9.7
5
8.0
1874
|
Verified
8.8
12
8.3
1961
|
Verified
9.1
13
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
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
Channels
8.4
358
Not enough data
8.0
334
Not enough data
7.5
323
Not enough data
Design
8.2
331
Not enough data
7.8
335
Not enough data
8.3
355
Not enough data
8.3
344
Not enough data
8.4
332
Not enough data
Generative AI
7.7
263
Not enough data
7.7
263
Not enough data
Usability
8.8
264
Not enough data
8.7
260
Not enough data
8.8
252
Not enough data
Reporting
8.6
246
Not enough data
8.5
242
Not enough data
8.6
254
Not enough data
Generative AI
7.5
179
Not enough data
7.6
179
Not enough data
Conversational Platform
8.3
432
Not enough data
8.3
378
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
408
Not enough data
8.3
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
207
Not enough data
7.4
203
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
Not enough data
8.7
601
|
Verified
Not enough data
8.7
494
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1658
|
Verified
9.0
8
8.6
203
Not enough data
8.2
186
Not enough data
8.8
558
|
Verified
Not enough data
8.8
519
|
Verified
Not enough data
8.6
547
|
Verified
Not enough data
Generative AI
7.9
140
Not enough data
Self-Service Experience
8.7
960
Not enough data
8.6
912
Not enough data
8.3
683
Not enough data
8.2
239
Not enough data
8.4
256
Not enough data
Self-Service Platform
8.5
253
Not enough data
8.6
260
Not enough data
8.0
221
Not enough data
8.5
238
Not enough data
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 HelpDesk are categorized as Help Desk, Complaint Management, Customer Communications Management, and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents, Digital Customer Service Platforms, Conversational Support, Shared Inbox, Social Customer Service, and Live Chat
HelpDesk is categorized as Contact Center Knowledge Base
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
HelpDesk
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
24.2%
Marketing and Advertising
15.2%
Consumer Services
9.1%
Higher Education
6.1%
Information Technology and Services
6.1%
Other
39.4%
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
HelpDesk has no discussions with answers
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