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Compare Freshdesk and Helpshift 
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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Mid-Market (62.3% of reviews)
Entry-Level Pricing
$15.00 Per Month
Starting at $150.00 Per Month
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 plansHelpshift
Star Rating
(381)4.3 out of 5
Market Segments
Mid-Market (62.3% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $150.00 Per Month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk excels in its ticket creation user experience, scoring 8.9, while Helpshift follows closely with a score of 8.7. Reviewers mention that Freshdesk's intuitive interface makes it easier for agents to create and manage tickets efficiently.
- Reviewers mention that Freshdesk's multi-channel coverage is rated at 8.4, providing robust support across various platforms, whereas Helpshift's score is not available. Users on G2 appreciate Freshdesk's seamless integration with email, social media, and live chat, enhancing customer engagement.
- Users say that Freshdesk's quality of support is rated at 8.8, which is higher than Helpshift's 8.4. Reviewers highlight that Freshdesk's customer service is responsive and helpful, making it a reliable partner for businesses.
- G2 users report that Freshdesk's SLA management is rated at 8.3, while Helpshift's is slightly lower at 8.0. Reviewers mention that Freshdesk's SLA features help ensure timely responses, which is crucial for maintaining customer satisfaction.
- Users on G2 highlight that Helpshift shines in mobile optimization, scoring 9.2 compared to Freshdesk's 8.2. Reviewers mention that Helpshift's mobile interface is user-friendly, making it easier for customers to access support on the go.
- Reviewers mention that Freshdesk's customization options for responses are rated at 9.0, which is higher than Helpshift's offerings. Users say that this flexibility allows businesses to tailor their communication effectively, enhancing the customer experience.
Pricing
Entry-Level Pricing
Freshdesk
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
Helpshift
Starter
Starting at $150.00
Per Month
Get started quickly with our Starter package of Mobile-First Customer Service Platform.
All packages come with 1,000 issues per month to get you started.
- Web & Mobile In-App Messaging
- Web & Mobile In-App Help Center
- Mobile SDK Integration
Free Trial
Freshdesk
Free Trial is available
Helpshift
Free Trial is available
Ratings
Meets Requirements
8.6
3,175
8.6
295
Ease of Use
8.8
3,197
8.8
295
Ease of Setup
8.6
2,258
8.2
139
Ease of Admin
8.7
2,152
8.4
138
Quality of Support
8.7
3,074
8.4
275
Has the product been a good partner in doing business?
8.8
2,077
8.5
134
Product Direction (% positive)
8.8
3,150
7.9
288
Features by Category
Ticket and Case Management
8.9
2218
|
Verified
8.7
161
|
Verified
8.8
2226
|
Verified
8.7
163
|
Verified
8.5
2139
|
Verified
8.5
167
|
Verified
8.5
2033
|
Verified
8.5
169
8.3
1797
|
Verified
8.1
122
|
Verified
8.5
2085
|
Verified
8.5
164
|
Verified
8.7
2007
|
Verified
8.3
161
|
Verified
8.2
1371
|
Verified
8.4
87
Generative AI
7.3
330
Feature Not Available
7.4
327
Feature Not Available
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
8.6
150
|
Verified
8.9
2068
|
Verified
8.4
150
|
Verified
8.4
1312
|
Verified
8.7
125
|
Verified
8.0
1193
|
Verified
8.0
44
7.9
940
|
Verified
9.0
18
Platform
8.0
1156
|
Verified
8.5
74
|
Verified
8.1
1663
|
Verified
8.1
126
|
Verified
8.6
1546
|
Verified
8.4
75
|
Verified
8.2
1140
|
Verified
8.2
65
|
Verified
8.0
1861
|
Verified
7.8
139
|
Verified
8.3
1960
|
Verified
7.8
144
|
Verified
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
Responses
Not enough data
9.0
24
Not enough data
8.5
24
Not enough data
8.9
23
Not enough data
8.8
22
Not enough data
9.0
22
Platform
Not enough data
9.4
21
Not enough data
9.2
22
Not enough data
8.5
22
Not enough data
8.2
21
Not enough data
9.0
15
Not enough data
8.6
20
Not enough data
8.9
22
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Conversational Platform
8.3
434
9.0
27
8.3
380
8.8
21
8.3
372
8.7
24
8.4
308
8.7
21
Support Automation
8.4
389
8.8
23
8.4
410
8.5
28
8.2
373
8.8
24
8.2
314
8.2
23
Generative AI
7.4
209
Feature Not Available
7.4
206
Feature Not Available
Platform
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
Channel
Not enough data
Not enough data
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
Generative AI
7.9
118
Feature Not Available
7.9
117
Feature Not Available
7.6
116
Feature Not Available
Communication
8.8
584
|
Verified
8.6
110
|
Verified
8.7
601
|
Verified
8.4
120
|
Verified
8.7
495
|
Verified
8.7
86
|
Verified
8.5
199
8.9
105
|
Verified
8.2
202
9.3
14
Internal Use
8.1
1663
|
Verified
8.1
126
|
Verified
8.6
204
9.2
102
|
Verified
8.1
186
8.8
77
|
Verified
8.8
560
|
Verified
9.0
97
|
Verified
8.8
520
|
Verified
8.8
83
|
Verified
8.6
549
|
Verified
8.8
92
|
Verified
Generative AI
7.9
144
Feature Not Available
Self-Service Experience
8.7
960
8.8
148
8.6
913
8.5
138
8.3
687
8.2
107
8.2
241
8.9
21
8.4
258
8.9
21
Self-Service Platform
8.5
254
8.1
22
8.6
261
8.6
23
8.0
221
8.2
17
8.5
237
8.6
23
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
Feature Not Available
7.7
86
Feature Not Available
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 Helpshift are categorized as Digital Customer Service Platforms, Help Desk, Conversational Support, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents, Shared Inbox, Complaint Management, Customer Communications Management, and Social Customer Service
Helpshift is categorized as Chatbots and Multilingual Customer Support
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Helpshift
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%
Computer Games
22.6%
Entertainment
8.3%
Financial Services
6.8%
Banking
6.8%
Consumer Services
5.6%
Other
49.9%
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
How can I improve my customer satisfaction if I have few staff handling Helpshift?
2 Comments
RR
You should increase your staff in such a way that the response time is compensated with the use of this tool.Read more
What would be the best way to receive notifications of chats waiting to be answered.
1 Comment
ŁM
You can create time based automations with add as an action internal note with notification of one of agents. Read more
What's the best way to correctly set up Helpshift Analytics?
1 Comment
TA
Honestly, your Helpshift account manager is the best way to set up Analytics. They will set up a call and walk you through the process as well as make sure...Read more
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