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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Mid-Market (76.7% of reviews)
Entry-Level Pricing
$15.00 Per Month
Starting at $11.99
Freshdesk
Star Rating
(3,609)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$15.00 Per Month
Free Trial is available
Browse all 3 pricing plansHelpdesk 365
Star Rating
(180)4.7 out of 5
Market Segments
Mid-Market (76.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $11.99
Free Trial is available
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk offers a solid ticket creation user experience with a score of 8.9, while Helpdesk 365 slightly edges out with a score of 9.1, indicating a more streamlined process for users when creating tickets.
- Reviewers mention that Helpdesk 365 excels in quality of support, scoring 9.7 compared to Freshdesk's 8.7. Many users appreciate the responsiveness and helpfulness of Helpdesk 365's support team, which they find crucial for resolving issues quickly.
- G2 users highlight that Helpdesk 365 has a superior workflow management system, scoring 9.2 against Freshdesk's 8.5. Users appreciate the intuitive design and automation features that Helpdesk 365 provides, making it easier to manage customer inquiries efficiently.
- Reviewers say that Helpdesk 365 shines in SLA management with a score of 9.4, while Freshdesk lags behind at 8.3. Users find Helpdesk 365's SLA tracking features more robust, allowing for better compliance and customer satisfaction.
- Users on G2 report that Freshdesk has a competitive edge in chat/live support, scoring 8.4 compared to Helpdesk 365's 7.2. Many users prefer Freshdesk's chat functionality for its ease of use and integration with other support channels.
- Reviewers mention that both products have similar integration capabilities, scoring 8.3 each, but users note that Freshdesk's integration with third-party applications is more seamless, enhancing overall functionality for their support teams.
Pricing
Entry-Level Pricing
Freshdesk
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
Helpdesk 365
Standard
Starting at $11.99
per user / month, billed yearly
- 25 ticket requesters
- 2 Support tickets per year
- Free updates via Microsoft store
Free Trial
Freshdesk
Free Trial is available
Helpdesk 365
Free Trial is available
Ratings
Meets Requirements
8.6
3,175
9.2
58
Ease of Use
8.8
3,197
9.4
177
Ease of Setup
8.6
2,258
9.3
115
Ease of Admin
8.7
2,152
8.8
26
Quality of Support
8.7
3,074
9.7
57
Has the product been a good partner in doing business?
8.8
2,077
9.2
26
Product Direction (% positive)
8.8
3,150
9.8
58
Features by Category
Ticket and Case Management
8.9
2218
|
Verified
9.1
9
8.8
2226
|
Verified
8.7
9
8.5
2139
|
Verified
9.2
8
8.5
2033
|
Verified
9.0
8
8.3
1797
|
Verified
9.4
8
8.5
2085
|
Verified
8.7
9
8.7
2007
|
Verified
9.2
8
8.2
1371
|
Verified
8.3
7
Generative AI
7.3
330
Not enough data
7.4
327
Not enough data
Agentic AI - Help Desk
7.1
59
Not enough data
6.9
59
Not enough data
7.2
57
Not enough data
Communication Channels
8.6
1920
|
Verified
9.0
8
8.9
2068
|
Verified
8.9
9
8.4
1312
|
Verified
7.2
9
8.0
1193
|
Verified
7.1
8
7.9
940
|
Verified
6.9
7
Platform
8.0
1156
|
Verified
8.7
9
8.1
1663
|
Verified
9.1
9
8.6
1546
|
Verified
9.6
9
8.2
1140
|
Verified
8.3
9
8.0
1861
|
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
8.3
353
Not enough data
7.9
333
Not enough data
7.5
324
Not enough data
Design
8.2
331
Not enough data
7.8
336
Not enough data
8.2
356
Not enough data
8.3
342
Not enough data
8.4
332
Not enough data
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
257
Not enough data
Generative AI
7.5
182
Not enough data
7.6
182
Not enough data
Conversational Platform
8.3
434
Not enough data
8.3
380
Not enough data
8.3
372
Not enough data
8.4
308
Not enough data
Support Automation
8.4
389
Not enough data
8.4
410
Not enough data
8.2
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
209
Not enough data
7.4
206
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
584
|
Verified
Not enough data
8.7
601
|
Verified
Not enough data
8.7
495
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1663
|
Verified
9.1
9
8.6
204
Not enough data
8.1
186
Not enough data
8.8
560
|
Verified
Not enough data
8.8
520
|
Verified
Not enough data
8.6
549
|
Verified
Not enough data
Generative AI
7.9
144
Not enough data
Self-Service Experience
8.7
960
Not enough data
8.6
913
Not enough data
8.3
687
Not enough data
8.2
241
Not enough data
8.4
258
Not enough data
Self-Service Platform
8.5
254
Not enough data
8.6
261
Not enough data
8.0
221
Not enough data
8.5
237
Not enough data
Agentic AI - Customer Self-Service
7.9
20
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.7
20
Not enough data
7.5
19
Not enough data
7.8
19
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)
375
Not enough data
Channels
9.2(won by default)
480
Not enough data
8.7(won by default)
420
Not enough data
8.8(won by default)
381
Not enough data
8.5(won by default)
341
Not enough data
8.2(won by default)
55
Not enough data
Insight
8.6(won by default)
383
Not enough data
8.7(won by default)
171
Not enough data
8.6(won by default)
374
Not enough data
9.1(won by default)
447
Not enough data
Generative AI
7.7
87
Not enough data
7.7
86
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
32
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
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.2
13
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.7
14
Not enough data
8.7
13
Not enough data
8.7
14
Not enough data
Automation
9.0
12
Not enough data
8.8
13
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.6
13
Not enough data
8.3
13
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
12.9%
Internet
4.2%
Financial Services
4.1%
Education Management
3.7%
Other
58.0%
Insurance
13.3%
Computer & Network Security
9.4%
Information Technology and Services
7.8%
Computer Software
5.6%
Manufacturing
3.9%
Other
60.0%
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
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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