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Compare Freshdesk and Helpshift 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Mid-Market (62.3% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Starting at $150.00 Per Month
Freshdesk
Star Rating
(3,619)4.4 out of 5
Market Segments
Small-Business (48.3% 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 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.
- G2 reviewers report that Freshdesk excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Helpshift. Users appreciate its clean interface and strong automation features, which streamline ticket management and enhance productivity.
- According to verified reviews, Freshdesk's implementation process is praised for its intuitive onboarding, making it easier for teams to get started without extensive training. In contrast, Helpshift has not received recent reviews, which may indicate challenges in user engagement or satisfaction.
- Users say that Freshdesk's multi-channel support and SLA tracking are standout features that help teams stay organized. Reviewers highlight how the shared inbox functionality prevents ticket duplication, ensuring efficient customer support.
- Reviewers mention that Helpshift is user-friendly and effective for tracking tickets, particularly in mobile environments. However, it faces challenges in comparison to Freshdesk's broader feature set, which includes advanced automation and reporting capabilities.
- G2 reviewers highlight that Freshdesk's extensive user base, with over 3,500 reviews, provides a wealth of insights into its performance and reliability. In contrast, Helpshift's smaller review count may limit the understanding of its effectiveness in various use cases.
- Users report that while Helpshift offers good integration options and offline features, Freshdesk's comprehensive ticket handling and proactive engagement tools are more robust, making it a preferred choice for teams looking for a complete customer support solution.
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
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
3,183
8.6
295
Ease of Use
8.8
3,205
8.8
295
Ease of Setup
8.6
2,264
8.2
139
Ease of Admin
8.7
2,154
8.4
138
Quality of Support
8.7
3,081
8.4
275
Has the product been a good partner in doing business?
8.8
2,078
8.5
134
Product Direction (% positive)
8.8
3,158
7.9
288
Features by Category
Ticket and Case Management
8.9
2223
|
Verified
8.7
161
|
Verified
8.8
2229
|
Verified
8.7
163
|
Verified
8.5
2145
|
Verified
8.5
167
|
Verified
8.5
2036
|
Verified
8.5
169
8.3
1800
|
Verified
8.1
122
|
Verified
8.5
2087
|
Verified
8.5
164
|
Verified
8.7
2008
|
Verified
8.3
161
|
Verified
8.2
1372
|
Verified
8.4
87
Generative AI
7.3
331
Feature Not Available
7.4
328
Feature Not Available
Agentic AI - Help Desk
7.1
59
Not enough data
6.9
59
Not enough data
7.2
58
Not enough data
Communication Channels
8.6
1923
|
Verified
8.6
150
|
Verified
8.9
2069
|
Verified
8.4
150
|
Verified
8.4
1313
|
Verified
8.7
125
|
Verified
8.0
1193
|
Verified
8.0
44
7.9
940
|
Verified
9.0
18
Platform
8.0
1154
|
Verified
8.5
74
|
Verified
8.1
1662
|
Verified
8.1
126
|
Verified
8.6
1545
|
Verified
8.4
75
|
Verified
8.2
1142
|
Verified
8.2
65
|
Verified
8.0
1862
|
Verified
7.8
139
|
Verified
8.3
1959
|
Verified
7.8
144
|
Verified
Channels
8.3
354
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
256
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
433
9.0
27
8.3
381
8.8
21
8.3
373
8.7
24
8.4
308
8.7
21
Support Automation
8.4
389
8.8
23
8.4
409
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
585
|
Verified
8.6
110
|
Verified
8.7
602
|
Verified
8.4
120
|
Verified
8.7
496
|
Verified
8.7
86
|
Verified
8.5
200
8.9
105
|
Verified
8.2
202
9.3
14
Internal Use
8.1
1662
|
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
548
|
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
8.4
238
8.6
23
Agentic AI - Customer Self-Service
7.8
19
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.5
19
Not enough data
7.4
18
Not enough data
7.7
18
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)
374
Not enough data
Channels
9.2(won by default)
480
Not enough data
8.7(won by default)
419
Not enough data
8.8(won by default)
380
Not enough data
8.5(won by default)
342
Not enough data
8.2(won by default)
56
Not enough data
Insight
8.6(won by default)
383
Not enough data
8.7(won by default)
172
Not enough data
8.6(won by default)
375
Not enough data
9.1(won by default)
447
Not enough data
Generative AI
7.7
88
Feature Not Available
7.7
87
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
8.1
12
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.6
13
Not enough data
8.7
13
Not enough data
8.6
13
Not enough data
Automation
9.0
12
Not enough data
8.8
12
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.5
12
Not enough data
8.2
12
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
17.0%
Computer Software
12.9%
Internet
4.1%
Financial Services
4.1%
Education Management
3.7%
Other
58.1%
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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