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Compare Freshdesk and Helpshift 
Featured Products
At a Glance
Market Segments
Small-Business (48.4% 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
(3,709)4.4 out of 5
Market Segments
Small-Business (48.4% 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 providing a structured and efficient ticket management system, with users highlighting its automation features that significantly reduce manual work for customer support teams. This makes it easier for agents to handle multiple customer queries simultaneously.
- Users say Helpshift is very user-friendly, making it easy for support members to track all tickets. Reviewers appreciate its straightforward integration with platforms like Unity and the ease of configuring notifications and app settings, which enhances daily operational efficiency.
- According to verified reviews, Freshdesk's clean interface and easy navigation are frequently praised, allowing new hires to quickly adapt without extensive training. This is a significant advantage for teams looking to onboard new agents swiftly.
- Reviewers mention that while Helpshift offers a solid offline FAQ feature, it lacks the extensive automation and SLA management capabilities that Freshdesk provides, which can be crucial for teams needing to maintain high service levels.
- Users highlight Freshdesk's transparency in pricing and its ability to centralize communication, which helps teams stay organized and responsive. This is particularly beneficial for small businesses that need to maximize their resources.
- G2 reviewers note that Helpshift shines in personalization and mobile user support, with features that cater well to customer engagement. However, it faces challenges in overall market presence compared to Freshdesk, which has a broader user base and higher satisfaction ratings.
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
3,251
8.6
295
Ease of Use
8.9
3,273
8.8
295
Ease of Setup
8.6
2,331
8.2
139
Ease of Admin
8.7
2,191
8.4
138
Quality of Support
8.7
3,148
8.4
275
Has the product been a good partner in doing business?
8.8
2,114
8.5
134
Product Direction (% positive)
8.8
3,223
7.9
288
Features by Category
Ticket and Case Management
8.9
2242
|
Verified
8.7
161
|
Verified
8.8
2260
|
Verified
8.7
163
|
Verified
8.5
2178
|
Verified
8.5
167
|
Verified
8.5
2060
|
Verified
8.5
169
8.3
1813
|
Verified
8.1
122
|
Verified
8.5
2095
|
Verified
8.5
164
|
Verified
8.7
2022
|
Verified
8.3
161
|
Verified
8.3
1378
|
Verified
8.4
87
Generative AI
7.3
332
Feature Not Available
7.4
329
Feature Not Available
Agentic AI - Help Desk
7.2
61
Not enough data
7.0
60
Not enough data
7.3
60
Not enough data
Communication Channels
8.6
1930
|
Verified
8.6
150
|
Verified
8.9
2091
|
Verified
8.4
150
|
Verified
8.4
1321
|
Verified
8.7
125
|
Verified
8.0
1197
|
Verified
8.0
44
7.9
943
|
Verified
9.0
18
Platform
8.0
1164
|
Verified
8.5
74
|
Verified
8.1
1664
|
Verified
8.1
126
|
Verified
8.6
1552
|
Verified
8.4
75
|
Verified
8.2
1153
|
Verified
8.2
65
|
Verified
8.0
1881
|
Verified
7.8
139
|
Verified
8.3
1967
|
Verified
7.8
144
|
Verified
Channels
8.4
360
Not enough data
8.0
336
Not enough data
7.5
326
Not enough data
Design
8.2
334
Not enough data
7.8
337
Not enough data
8.3
357
Not enough data
8.3
347
Not enough data
8.4
335
Not enough data
Generative AI
7.7
266
Not enough data
7.8
266
Not enough data
Usability
8.8
269
Not enough data
8.7
265
Not enough data
8.8
258
Not enough data
Reporting
8.6
252
Not enough data
8.5
248
Not enough data
8.6
260
Not enough data
Generative AI
7.5
183
Not enough data
7.6
183
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
439
9.0
27
8.3
385
8.8
21
8.3
378
8.7
24
8.4
314
8.7
21
Support Automation
8.4
395
8.8
23
8.4
415
8.5
28
8.3
380
8.8
24
8.3
321
8.2
23
Generative AI
7.4
212
Feature Not Available
7.4
208
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
119
Feature Not Available
7.9
117
Feature Not Available
7.6
116
Feature Not Available
Communication
8.8
587
|
Verified
8.6
110
|
Verified
8.7
603
|
Verified
8.4
120
|
Verified
8.7
497
|
Verified
8.7
86
|
Verified
8.5
202
8.9
105
|
Verified
8.2
205
9.3
14
Internal Use
8.1
1664
|
Verified
8.1
126
|
Verified
8.6
206
9.2
102
|
Verified
8.2
189
8.8
77
|
Verified
8.8
561
|
Verified
9.0
97
|
Verified
8.8
521
|
Verified
8.8
83
|
Verified
8.6
549
|
Verified
8.8
92
|
Verified
Generative AI
7.9
143
Feature Not Available
Self-Service Experience
8.7
964
8.8
148
8.6
915
8.5
138
8.3
687
8.2
107
8.2
242
8.9
21
8.4
260
8.9
21
Self-Service Platform
8.5
256
8.1
22
8.6
265
8.6
23
8.0
225
8.2
17
8.5
241
8.6
23
Agentic AI - Customer Self-Service
7.9
19
Not enough data
7.9
18
Not enough data
8.1
19
Not enough data
7.8
20
Not enough data
7.8
20
Not enough data
7.7
19
Not enough data
8.0
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)
166
Not enough data
9.3(won by default)
488
Not enough data
8.6(won by default)
375
Not enough data
Channels
9.2(won by default)
483
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)
344
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
386
Not enough data
8.7(won by default)
173
Not enough data
8.6(won by default)
377
Not enough data
9.1(won by default)
449
Not enough data
Generative AI
7.7
88
Feature Not Available
7.7
87
Feature Not Available
Customer Query Resolution - AI Customer Support Agents
9.1
11
Not enough data
8.8
11
Not enough data
8.3
11
Not enough data
8.8
11
Not enough data
8.2
11
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.3
11
Not enough data
8.6
12
Not enough data
8.9
12
Not enough data
8.8
12
Not enough data
Automation
9.1
11
Not enough data
8.8
11
Not enough data
9.1
11
Not enough data
Autonomy
7.3
11
Not enough data
8.6
11
Not enough data
8.6
11
Not enough data
8.2
11
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
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
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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