Compare Freshdesk and Helpdesk 365 
Featured Products
At a Glance
Market Segments
Small-Business (48.7% of reviews)
Mid-Market (76.7% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Starting at $24.99
Freshdesk
Star Rating
(3,724)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 plansHelpdesk 365
Star Rating
(207)4.7 out of 5
Market Segments
Mid-Market (76.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $24.99
Free Trial is available
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in overall user satisfaction, with a significantly higher G2 Score compared to Helpdesk 365. Users appreciate its structured ticket management and automation features, which streamline customer support tasks and reduce manual workload.
- Users say that Freshdesk's interface is clean and easy to navigate, making it less stressful for agents to handle multiple customer queries simultaneously. In contrast, while Helpdesk 365 offers an intuitive interface, it doesn't match the same level of praise for daily usability.
- Reviewers mention that Freshdesk's implementation process is quick and straightforward, allowing new hires to start managing tickets efficiently without extensive training. Helpdesk 365, while customizable, may require more configuration effort, which could slow down onboarding for new users.
- According to verified reviews, Freshdesk's automation capabilities, such as ticket automation and SLA management, are highly regarded. Users find these features essential for maintaining efficient workflows, whereas Helpdesk 365, while offering automation, does not receive the same level of enthusiasm for its workflow management.
- Users highlight that Freshdesk provides excellent support quality, with many reviewers noting responsive customer service. In comparison, Helpdesk 365 has received higher ratings for its configuration options but falls short in support quality, which can impact user experience.
- G2 reviewers indicate that Freshdesk is particularly well-suited for small businesses, with a large portion of its user base coming from this segment. Helpdesk 365, on the other hand, is favored by mid-market companies, which may influence the feature sets and support tailored to different business sizes.
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 365
Plus
Starting at $24.99
per user / month, billed yearly
- 50 ticket requesters
- Unlimited support tickets
- Service fields
Free Trial
Freshdesk
Free Trial is available
Helpdesk 365
Free Trial is available
Ratings
Meets Requirements
8.6
3,262
9.2
62
Ease of Use
8.9
3,284
9.4
201
Ease of Setup
8.6
2,340
9.2
119
Ease of Admin
8.7
2,197
8.7
30
Quality of Support
8.7
3,159
9.7
61
Has the product been a good partner in doing business?
8.8
2,120
9.3
29
Product Direction (% positive)
8.8
3,233
9.8
60
Features by Category
Ticket and Case Management
8.9
2240
|
Verified
9.2
10
8.8
2256
|
Verified
8.8
10
8.5
2180
|
Verified
9.3
9
8.5
2058
|
Verified
9.1
9
8.3
1805
|
Verified
9.4
8
8.5
2087
|
Verified
8.8
10
8.7
2018
|
Verified
9.3
9
8.3
1370
|
Verified
8.3
7
Generative AI
7.3
327
Not enough data
7.4
322
Not enough data
Agentic AI - Help Desk
7.1
57
Not enough data
6.8
56
Not enough data
7.2
56
Not enough data
Communication Channels
8.6
1922
|
Verified
9.0
8
8.9
2085
|
Verified
9.0
10
8.4
1311
|
Verified
7.2
9
8.0
1187
|
Verified
7.1
8
7.9
932
|
Verified
6.9
7
Platform
8.1
1155
|
Verified
8.7
9
8.1
1657
|
Verified
9.1
9
8.6
1546
|
Verified
9.7
10
8.3
1150
|
Verified
8.3
9
8.0
1873
|
Verified
8.7
9
8.3
1960
|
Verified
8.3
9
Administration
Not enough data
9.2
6
Not enough data
7.8
6
Not enough data
8.9
6
Service Desk
Not enough data
9.4
6
Not enough data
9.4
6
Not enough data
8.6
6
Management
Not enough data
8.1
6
Not enough data
8.3
6
Not enough data
8.1
6
Not enough data
7.5
6
Not enough data
7.2
6
Functionality
Not enough data
8.9
6
Not enough data
8.1
6
Not enough data
7.2
6
Not enough data
7.8
6
Agentic AI - IT Service Management (ITSM) Tools
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
Channels
8.4
357
Not enough data
8.0
333
Not enough data
7.5
322
Not enough data
Design
8.2
330
Not enough data
7.8
334
Not enough data
8.3
354
Not enough data
8.3
343
Not enough data
8.4
331
Not enough data
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
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
115
Not enough data
7.9
113
Not enough data
7.6
112
Not enough data
Communication
8.8
582
|
Verified
Not enough data
8.7
600
|
Verified
Not enough data
8.7
493
|
Verified
Not enough data
8.5
198
Not enough data
8.2
201
Not enough data
Internal Use
8.1
1657
|
Verified
9.1
9
8.6
202
Not enough data
8.2
185
Not enough data
8.8
557
|
Verified
Not enough data
8.8
518
|
Verified
Not enough data
8.6
546
|
Verified
Not enough data
Generative AI
7.9
139
Not enough data
Self-Service Experience
8.7
959
Not enough data
8.6
911
Not enough data
8.3
682
Not enough data
8.2
238
Not enough data
8.4
255
Not enough data
Self-Service Platform
8.5
252
Not enough data
8.6
259
Not enough data
8.0
220
Not enough data
8.4
237
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
Incident Management
Not enough data
8.9
32
Not enough data
9.3
32
Not enough data
9.2
32
Not enough data
8.8
30
Not enough data
9.0
30
Reporting
Not enough data
8.9
31
Not enough data
8.6
30
Not enough data
8.3
30
Access & Usability
Not enough data
8.2
30
Not enough data
9.0
33
Not enough data
9.1
30
Not enough data
8.7
29
Agentic AI - Service Desk
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
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 365 are categorized as Help Desk and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents, Digital Customer Service Platforms, Conversational Support, Shared Inbox, Complaint Management, Customer Communications Management, Social Customer Service, and Live Chat
Helpdesk 365 is categorized as IT Service Management (ITSM) Tools and Service Desk
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Helpdesk 365
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
12.7%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.3%
Insurance
11.7%
Computer & Network Security
8.3%
Information Technology and Services
7.3%
Computer Software
4.9%
Non-Profit Organization Management
3.9%
Other
63.9%
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 is HR365 - Helpdesk used for?
1 Comment
Official Response from Helpdesk 365
HR365 - Helpdesk is a comprehensive ticketing solution designed for employee support, IT service management, and customer service—both within and outside...Read more
Helpdesk 365 has no more discussions with answers
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