# Freshdesk, Kapture CX vs Help Scout Comparison

| | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.5 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 3,744 | 356 | 427 | 
| **Largest Market Segment** | Small-Business (48.6% of reviews) | Mid-Market (56.8% of reviews) | Small-Business (62.1% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | Contact Us 1 Users Per Month | $0.00 5 Users Per Month | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (352 reviews)
- Features (237 reviews)

Cons:
- Missing Features (115 reviews)
- Ticketing Issues (93 reviews)

### Kapture CX

Pros:
- Ease of Use (127 reviews)
- Features (92 reviews)

Cons:
- Slow Performance (58 reviews)
- Slow Loading (54 reviews)

### Help Scout

Pros:
- Ease of Use (14 reviews)
- Features (11 reviews)

Cons:
- Lack of Features (8 reviews)
- Limited Features (7 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
  | **Meets Requirements** | 8.6 (3277 reviews) | 9.0 (299 reviews) | 8.7 (324 reviews) | 
  | **Ease of Use** | 8.9 (3301 reviews) | 9.1 (300 reviews) | 9.2 (328 reviews) | 
  | **Ease of Setup** | 8.6 (2357 reviews) | 9.1 (251 reviews) | 9.2 (170 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 8.7 (114 reviews) | 9.1 (166 reviews) | 
  | **Quality of Support** | 8.7 (3176 reviews) | 8.8 (298 reviews) | 9.0 (298 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 8.8 (115 reviews) | 9.1 (160 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3246 reviews) | 9.4 (272 reviews) | 8.1 (312 reviews) | 

---
## Pricing

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

### Kapture CX

#### Entry-Level Pricing

Plan: ENTERPRISE

Price: Contact Us 1 Users Per Month

Description: Includes all features in Professional, plus...

Key Features:
- Ticketing System
- Omnichannel - Text, Call, Email, Social Media, Kiosks, Mobile Apps, Website
- 1000+ API Integrations

[Browse all 3 editions](https://www.g2.com/products/kapture-cx/pricing)

#### Free Trial

No

### Help Scout

#### Entry-Level Pricing

Plan: Free

Price: $0.00 5 Users Per Month

Description: Limited to 100 contacts per month and 5 users.

Key Features:
- Up to 5 users
- 1 Inbox
- 10 Saved replies

[Browse all 5 editions](https://www.g2.com/products/help-scout/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 2588 |
| **Kapture CX** | 8.5/10 | 182 |
| **Help Scout** | 8.1/10 | 221 |

#### Ticket and Case Management

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Ticket creation user experience** | 8.9 (2250 reviews) ✓ Verified | 8.8 (105 reviews) | 9.2 (177 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (2263 reviews) ✓ Verified | 8.8 (98 reviews) | 9.2 (178 reviews) ✓ Verified | 
| **Workflow** | 8.5 (2190 reviews) ✓ Verified | 8.7 (93 reviews) | 8.6 (194 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (2066 reviews) ✓ Verified | 8.7 (89 reviews) | 8.6 (166 reviews) | 
| **SLA Management** | 8.3 (1808 reviews) ✓ Verified | 8.4 (89 reviews) | Feature Not Available | 
| **Attachments/Screencasts** | 8.5 (2092 reviews) ✓ Verified | 8.6 (87 reviews) | 8.6 (178 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.7 (2025 reviews) ✓ Verified | 8.6 (88 reviews) | 8.9 (181 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.3 (1377 reviews) ✓ Verified | 8.8 (91 reviews) | 8.2 (99 reviews) | 

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Generation** | 7.3 (330 reviews) | 8.2 (66 reviews) | 5.2 (7 reviews) | 
| **AI Text Summarization** | 7.4 (325 reviews) | 8.3 (66 reviews) | 6.1 (6 reviews) | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Autonomous Task Execution** | 7.1 (57 reviews) | 7.7 (28 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.9 (57 reviews) | 7.6 (28 reviews) | Not enough data | 
| **Proactive Assistance** | 7.2 (56 reviews) | 8.0 (28 reviews) | Not enough data | 

#### Communication Channels

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Customer Portal** | 8.6 (1925 reviews) ✓ Verified | 8.9 (85 reviews) | Feature Not Available | 
| **Email to Case** | 8.9 (2089 reviews) ✓ Verified | 8.8 (85 reviews) | 9.2 (171 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.4 (1315 reviews) ✓ Verified | 8.5 (83 reviews) | 7.7 (105 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (1190 reviews) ✓ Verified | 8.7 (84 reviews) | 7.7 (61 reviews) | 
| **Voice** | 7.9 (935 reviews) ✓ Verified | 8.8 (79 reviews) | 6.8 (28 reviews) ✓ Verified | 

#### Platform

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Mobile User Support** | 8.1 (1159 reviews) ✓ Verified | 8.2 (78 reviews) | 7.5 (39 reviews) | 
| **Customization ** | 8.1 (1661 reviews) ✓ Verified | 8.7 (105 reviews) | 7.7 (92 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (1549 reviews) ✓ Verified | 8.6 (86 reviews) | 8.6 (104 reviews) ✓ Verified | 
| **Integration** | 8.3 (1154 reviews) ✓ Verified | 8.5 (86 reviews) | 8.5 (81 reviews) ✓ Verified | 
| **Reporting** | 8.0 (1879 reviews) ✓ Verified | 8.4 (87 reviews) | 8.1 (148 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1965 reviews) ✓ Verified | 8.5 (83 reviews) | 8.2 (152 reviews) ✓ Verified | 

### AI Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kapture CX** | 8.8/10 | 22 |
| **Help Scout** | N/A | N/A |

#### Core Conversational Capabilities - AI Chatbots

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Controlled LLM Response Generation** | Not enough data | Not enough data | Not enough data | 
| **Context Maintenance Within Sessions** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Understanding & Intent Inference** | Not enough data | Not enough data | Not enough data | 

#### Data

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Reliability** | Not enough data | 9.0 (16 reviews) | Not enough data | 
| **Data Security** | Not enough data | 8.5 (16 reviews) | Not enough data | 

#### Interaction

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Complex Query Handling** | Not enough data | 8.6 (15 reviews) | Not enough data | 
| **Natural Conversation** | Not enough data | 8.8 (15 reviews) | Not enough data | 
| **Understanding** | Not enough data | 8.9 (15 reviews) | Not enough data | 
| **Context Management** | Not enough data | 8.7 (15 reviews) | Not enough data | 
| **Customizability** | Not enough data | 8.8 (14 reviews) | Not enough data | 

#### Task & Flow Management - AI Chatbots

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Scripted Dialogue & Decision Tree Support** | Not enough data | Not enough data | Not enough data | 
| **Fallback Responses for Unknown Queries** | Not enough data | Not enough data | Not enough data | 

#### Learning

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **User Interaction Learning** | Not enough data | 8.9 (14 reviews) | Not enough data | 
| **Error Learning** | Not enough data | 8.9 (14 reviews) | Not enough data | 

#### Deployment & Embedding - AI Chatbots

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **API Access for Business System Integration** | Not enough data | Not enough data | Not enough data | 
| **Web Widget & SDK Embedding** | Not enough data | Not enough data | Not enough data | 

#### Content Generation

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Creativity** | Not enough data | 8.7 (14 reviews) | Not enough data | 
| **Content Accuracy** | Not enough data | 8.8 (14 reviews) | Not enough data | 

#### Admin & Configuration - AI Chatbots

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **No-Code Conversation Design** | Not enough data | Not enough data | Not enough data | 

#### System

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **API Flexibility** | Not enough data | 8.8 (14 reviews) | Not enough data | 
| **Update Frequency and Utility** | Not enough data | 8.7 (14 reviews) | Not enough data | 
| **Cross-Platform Compatibility	** | Not enough data | 8.6 (14 reviews) | Not enough data | 
| **Software Integration** | Not enough data | 8.8 (14 reviews) | Not enough data | 

#### Agentic AI - AI Chatbots

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

#### Monitoring & Improvement - AI Chatbots

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Feedback-Driven Response Optimization** | Not enough data | Not enough data | Not enough data | 

#### Reliability & Safety - AI Chatbots

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Guardrails & Content Controls** | Not enough data | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kapture CX** | 8.9/10 | 36 |
| **Help Scout** | N/A | N/A |

#### Administration

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Database Management ** | Not enough data | 8.8 (31 reviews) | Not enough data | 
| **Data Workflows** | Not enough data | 8.9 (28 reviews) | Not enough data | 
| **Issue Management** | Not enough data | 8.6 (28 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Knowledge Base** | Not enough data | 9.1 (28 reviews) | Not enough data | 
| **Publishing Workflows** | Not enough data | 9.3 (27 reviews) | Not enough data | 
| **Analytics** | Not enough data | 8.5 (27 reviews) | Not enough data | 

#### Compliance

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Policies and Controls** | Not enough data | 8.6 (28 reviews) | Not enough data | 
| **Data Governance** | Not enough data | 8.8 (28 reviews) | Not enough data | 
| **Compliance** | Not enough data | 8.7 (28 reviews) | Not enough data | 
| **Auditing** | Not enough data | 8.9 (27 reviews) | Not enough data | 

#### Customer Support

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Intelligent Search** | Not enough data | 9.0 (29 reviews) | Not enough data | 
| **Suggestions** | Not enough data | 9.0 (29 reviews) | Not enough data | 
| **Decision Trees** | Not enough data | 8.8 (28 reviews) | Not enough data | 

#### Data Security

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.7 (26 reviews) | Not enough data | 
| **Data Transport** | Not enough data | 9.0 (27 reviews) | Not enough data | 
| **Access Management** | Not enough data | 9.1 (25 reviews) | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | 8.8 (25 reviews) | Not enough data | 

#### Administration

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Integrations** | Not enough data | 9.0 (27 reviews) | Not enough data | 
| **User, Role, and Access Management** | Not enough data | 8.9 (29 reviews) | Not enough data | 
| **Performance and Reliability** | Not enough data | 9.1 (30 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | 8.7 (21 reviews) | Not enough data | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kapture CX** | N/A | N/A |
| **Help Scout** | N/A | N/A |

#### Call Analytics

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Call Recording** | Not enough data | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | Not enough data | 
| **Call Analysis** | Not enough data | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | Not enough data | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Customer Scoring** | Not enough data | Not enough data | Not enough data | 
| **Speech-to-Text** | Not enough data | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

#### Agentic AI - Conversation Intelligence

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 403 |
| **Kapture CX** | 8.4/10 | 85 |
| **Help Scout** | 8.7/10 | 15 |

#### Channels

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | 9.0 (74 reviews) | 9.7 (10 reviews) | 
| **Open Listening** | 8.0 (334 reviews) | 8.6 (70 reviews) | 8.6 (7 reviews) | 
| **Physical Media** | 7.5 (323 reviews) | 8.3 (72 reviews) | 8.1 (6 reviews) | 

#### Design

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | 8.7 (72 reviews) | 7.7 (8 reviews) | 
| **Create Content** | 7.8 (335 reviews) | 8.5 (72 reviews) | 8.8 (7 reviews) | 
| **Personalization** | 8.3 (356 reviews) | 8.8 (74 reviews) | 8.5 (11 reviews) | 
| **Inbound Identification** | 8.3 (344 reviews) | 8.7 (74 reviews) | 9.1 (11 reviews) | 
| **Regulatory Compliance** | 8.4 (332 reviews) | 8.6 (72 reviews) | 9.3 (10 reviews) | 

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | 7.6 (37 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (263 reviews) | 7.5 (37 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **Kapture CX** | 8.4/10 | 80 |
| **Help Scout** | N/A | N/A |

#### Usability

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | 8.6 (73 reviews) | Not enough data | 
| **Supporting Documents** | 8.7 (259 reviews) | 8.7 (71 reviews) | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | 9.0 (71 reviews) | Not enough data | 

#### Reporting

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | 8.7 (73 reviews) | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | 8.4 (72 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (253 reviews) | 8.7 (73 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | 7.3 (33 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (178 reviews) | 7.8 (33 reviews) | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 268 |
| **Kapture CX** | N/A | N/A |
| **Help Scout** | 8.9/10 | 65 |

#### Productivity Tools

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Notes** | 8.9 (236 reviews) | Not enough data | 9.3 (58 reviews) | 
| **Internal Discussion** | 8.7 (221 reviews) | Not enough data | 9.0 (56 reviews) | 
| **Assignments and Tasks** | 8.6 (224 reviews) | Not enough data | 8.9 (52 reviews) | 
| **Workflows** | 8.7 (228 reviews) | Not enough data | 9.0 (52 reviews) | 
| **Templates** | 8.7 (231 reviews) | Not enough data | 9.1 (53 reviews) | 
| **Integrations** | 8.3 (208 reviews) | Not enough data | 8.5 (46 reviews) | 
| **Tagging System** | 8.7 (227 reviews) | Not enough data | 9.2 (59 reviews) | 

#### Analytics

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Trends** | 8.3 (204 reviews) | Not enough data | 8.3 (39 reviews) | 
| **Performance Tracking** | 8.5 (214 reviews) | Not enough data | 8.5 (49 reviews) | 
| **Email Tracking** | 8.6 (212 reviews) | Not enough data | Feature Not Available | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Autonomous Task Execution** | 6.9 (12 reviews) | Not enough data | Not enough data | 
| **Decision Making** | 7.1 (14 reviews) | Not enough data | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kapture CX** | N/A | N/A |
| **Help Scout** | N/A | N/A |

#### Responses

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Personalization** | Not enough data | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Understanding (NLU)** | Not enough data | Not enough data | Not enough data | 

#### Automation - AI Agents

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | Not enough data | 

#### Platform

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Conversation Editor** | Not enough data | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | Not enough data | 
| **Human-In-The-Loop** | Not enough data | Not enough data | Not enough data | 

#### Autonomy -  AI Agents

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kapture CX** | 8.9/10 | 39 |
| **Help Scout** | N/A | N/A |

#### Responses

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Customization** | Not enough data | 9.2 (34 reviews) | Not enough data | 
| **Control** | Not enough data | 9.0 (34 reviews) | Not enough data | 
| **Route To Human** | Not enough data | 9.0 (34 reviews) | Not enough data | 
| **Menu bars** | Not enough data | 9.0 (34 reviews) | Not enough data | 
| **Drip sequences** | Not enough data | 9.0 (33 reviews) | Not enough data | 

#### Platform

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Live chat** | Not enough data | 8.8 (32 reviews) | Not enough data | 
| **Integrations** | Not enough data | 9.2 (32 reviews) | Not enough data | 
| **Branding** | Not enough data | 8.8 (32 reviews) | Not enough data | 
| **Analytics** | Not enough data | 9.0 (32 reviews) | Not enough data | 
| **A/B testing** | Not enough data | 8.9 (33 reviews) | Not enough data | 
| **Role-based access** | Not enough data | 9.0 (34 reviews) | Not enough data | 
| **Collection of information** | Not enough data | 9.2 (32 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 8.8 (14 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | 7.9 (13 reviews) | Not enough data | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kapture CX** | 7.7/10 | 7 |
| **Help Scout** | N/A | N/A |

#### Feedback Management

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Tagging** | Not enough data | 8.0 (5 reviews) | Not enough data | 
| **Segmentation** | Not enough data | 7.0 (5 reviews) | Not enough data | 
| **Custom Reports and Dashboards** | Not enough data | 8.0 (5 reviews) | Not enough data | 

#### Feedback Analysis

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Thematic Analysis** | Not enough data | 7.0 (5 reviews) | Not enough data | 
| **Sentiment Analysis** | Not enough data | 8.3 (5 reviews) | Not enough data | 
| **NPS/CSAT Scoring** | Not enough data | Not enough data | Not enough data | 

#### Feedback Sources

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Online Reviews** | Not enough data | 8.3 (5 reviews) | Not enough data | 
| **Surveys** | Not enough data | 7.7 (5 reviews) | Not enough data | 
| **Social Media** | Not enough data | 8.0 (5 reviews) | Not enough data | 
| **Customer Service Channels** | Not enough data | 7.0 (5 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **Kapture CX** | 8.2/10 | 49 |
| **Help Scout** | 8.6/10 | 70 |

#### Conversational Platform

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Personalization** | 8.3 (432 reviews) | 8.4 (41 reviews) | 8.3 (57 reviews) | 
| **Omnichannel** | 8.3 (378 reviews) | 8.2 (41 reviews) | 8.5 (31 reviews) | 
| **Contextual Engagement** | 8.3 (371 reviews) | 8.2 (40 reviews) | 8.7 (33 reviews) | 
| **Proactive Engagement** | 8.4 (307 reviews) | 8.1 (41 reviews) | 8.4 (36 reviews) | 

#### Support Automation

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | 8.1 (40 reviews) | 8.4 (36 reviews) | 
| **Seamless Escalation** | 8.4 (408 reviews) | 8.5 (41 reviews) | 8.8 (42 reviews) | 
| **Transcripts** | 8.3 (373 reviews) | 8.0 (40 reviews) | 8.4 (34 reviews) | 
| **Self-Serve Support** | 8.2 (314 reviews) | 8.4 (40 reviews) | 9.0 (36 reviews) | 

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | 8.1 (22 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (203 reviews) | 7.5 (21 reviews) | Not enough data | 

### Email Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kapture CX** | N/A | N/A |
| **Help Scout** | N/A | N/A |

#### Sorting & Filtering

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Attachment Search** | Not enough data | Not enough data | Not enough data | 
| **Tags** | Not enough data | Not enough data | Not enough data | 
| **AI Sorting** | Not enough data | Not enough data | Not enough data | 
| **Predefined Rules** | Not enough data | Not enough data | Not enough data | 

#### Integrations

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Microsoft Outlook Integration** | Not enough data | Not enough data | Not enough data | 
| **Gmail Integration** | Not enough data | Not enough data | Not enough data | 
| **Apple Calendar Integration** | Not enough data | Not enough data | Not enough data | 

#### Time Management

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Unified Inbox** | Not enough data | Not enough data | Not enough data | 
| **Email Automation** | Not enough data | Not enough data | Not enough data | 
| **Snooze** | Not enough data | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

#### Agentic AI - Email Management

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1885 |
| **Kapture CX** | 9.0/10 | 134 |
| **Help Scout** | 8.6/10 | 134 |

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | 7.9 (7 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (114 reviews) | 7.1 (7 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | 6.2 (7 reviews) | Not enough data | 

#### Communication

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | 9.7 (28 reviews) | 8.9 (30 reviews) ✓ Verified | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | 9.7 (29 reviews) | 8.9 (32 reviews) ✓ Verified | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | 9.6 (29 reviews) | Feature Not Available | 
| **In-App Messaging** | 8.5 (199 reviews) | 9.2 (28 reviews) | 8.2 (22 reviews) ✓ Verified | 
| **Co-Browsing** | 8.2 (202 reviews) | 9.5 (26 reviews) | Feature Not Available | 

####  Internal Use

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Customization ** | 8.1 (1661 reviews) ✓ Verified | 8.7 (105 reviews) | 7.7 (92 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (203 reviews) | 9.9 (27 reviews) | 8.7 (29 reviews) ✓ Verified | 
| **Lead Development** | 8.2 (186 reviews) | 9.2 (29 reviews) | 7.9 (18 reviews) ✓ Verified | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | 9.2 (27 reviews) | 9.1 (35 reviews) ✓ Verified | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | 9.9 (28 reviews) | 9.5 (33 reviews) ✓ Verified | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | 9.6 (28 reviews) | 8.4 (30 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **Kapture CX** | 8.6/10 | 75 |
| **Help Scout** | 8.6/10 | 127 |

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | 8.7 (47 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | 8.9 (65 reviews) | 8.7 (108 reviews) | 
| **Searchable Articles** | 8.6 (911 reviews) | 8.6 (62 reviews) | 8.3 (103 reviews) | 
| **Community Forums** | 8.3 (682 reviews) | 8.6 (60 reviews) | Feature Not Available | 
| **Mobile Optimization** | 8.2 (238 reviews) | 8.4 (59 reviews) | 8.3 (26 reviews) | 
| **Personalization** | 8.4 (255 reviews) | 8.8 (61 reviews) | 8.5 (29 reviews) | 

#### Self-Service Platform

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Branding** | 8.5 (253 reviews) | 8.7 (62 reviews) | 8.8 (28 reviews) | 
| **Automation** | 8.6 (260 reviews) | 8.7 (59 reviews) | 8.7 (31 reviews) | 
| **Artificial Intelligence** | 8.0 (220 reviews) | 8.6 (60 reviews) | Feature Not Available | 
| **Integrations** | 8.4 (237 reviews) | 8.7 (57 reviews) | 8.7 (29 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | 8.7 (20 reviews) | Not enough data | 
| **Multi-step Planning** | 7.7 (15 reviews) | 8.6 (20 reviews) | Not enough data | 
| **Cross-system Integration** | 7.9 (16 reviews) | 8.8 (20 reviews) | Not enough data | 
| **Adaptive Learning** | 7.7 (17 reviews) | 8.8 (20 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.6 (17 reviews) | 8.3 (20 reviews) | Not enough data | 
| **Proactive Assistance** | 7.6 (16 reviews) | 8.3 (20 reviews) | Not enough data | 
| **Decision Making** | 7.8 (16 reviews) | 8.5 (20 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 531 |
| **Kapture CX** | 8.7/10 | 56 |
| **Help Scout** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | 8.7 (40 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (79 reviews) | 8.7 (40 reviews) | Not enough data | 

#### Process

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Mentions** | 8.6 (162 reviews) | Feature Not Available | Not enough data | 
| **Tickets** | 9.3 (484 reviews) | 8.8 (52 reviews) | Not enough data | 
| **Macros** | 8.6 (371 reviews) | 8.4 (49 reviews) | Not enough data | 

#### Channels

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Email** | 9.2 (479 reviews) | 9.0 (52 reviews) | Not enough data | 
| **Social** | 8.7 (415 reviews) | 8.8 (53 reviews) | Not enough data | 
| **Live Chat** | 8.8 (376 reviews) | 8.4 (48 reviews) | Not enough data | 
| **Phone** | 8.5 (340 reviews) | 8.9 (48 reviews) | Not enough data | 
| **Text** | 8.3 (58 reviews) | 9.0 (48 reviews) | Not enough data | 

#### Insight

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Surveys** | 8.6 (382 reviews) | 8.6 (51 reviews) | Not enough data | 
| **Reporting** | 8.7 (169 reviews) | 8.6 (52 reviews) | Not enough data | 
| **Visitor Activity** | 8.6 (373 reviews) | 8.5 (46 reviews) | Not enough data | 
| **Help Desk** | 9.1 (445 reviews) | 8.9 (50 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **Kapture CX** | 7.4/10 | 7 |
| **Help Scout** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | 7.5 (6 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (85 reviews) | 7.2 (6 reviews) | Not enough data | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kapture CX** | N/A | N/A |
| **Help Scout** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

#### Survey Management

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Brand Design Consistency** | Not enough data | Not enough data | Not enough data | 
| **Survey Deployment** | Not enough data | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | Not enough data | 
| **Device Responsiveness** | Not enough data | Not enough data | Not enough data | 

#### Process Management

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Feedback Aggregation** | Not enough data | Not enough data | Not enough data | 
| **Trigger Alerts** | Not enough data | Not enough data | Not enough data | 
| **Real-Time Analysis** | Not enough data | Not enough data | Not enough data | 
| **Real-Time Action** | Not enough data | Not enough data | Not enough data | 

#### System Management

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Security** | Not enough data | Not enough data | Not enough data | 
| **System Monitoring** | Not enough data | Not enough data | Not enough data | 

### Field Service Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kapture CX** | 8.5/10 | 21 |
| **Help Scout** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | 7.2 (9 reviews) | Not enough data | 
| **AI Image-to-Text** | Not enough data | 7.8 (9 reviews) | Not enough data | 

#### Before the Job

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Calendar** | Not enough data | 7.8 (16 reviews) | Not enough data | 
| **Dispatch** | Not enough data | 8.5 (12 reviews) | Not enough data | 
| **Roles** | Not enough data | 8.5 (16 reviews) | Not enough data | 
| **Booking** | Not enough data | 8.6 (17 reviews) | Not enough data | 

#### On the Job

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Location** | Not enough data | 9.3 (14 reviews) | Not enough data | 
| **Employee Communication** | Not enough data | 7.9 (16 reviews) | Not enough data | 
| **Behavior Monitoring** | Not enough data | 9.0 (12 reviews) | Not enough data | 
| **Client Notifications** | Not enough data | 8.2 (14 reviews) | Not enough data | 
| **Field Sales** | Not enough data | 8.8 (15 reviews) | Not enough data | 

#### After the Job

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Reports** | Not enough data | 8.9 (17 reviews) | Not enough data | 
| **Analytics** | Not enough data | 8.7 (15 reviews) | Not enough data | 
| **Invoicing** | Not enough data | 9.1 (11 reviews) | Not enough data | 
| **CRM Integrations** | Not enough data | 8.9 (12 reviews) | Not enough data | 

#### Agentic AI - Field Service Management

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **Kapture CX** | 8.0/10 | 36 |
| **Help Scout** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | 8.9 (14 reviews) | Not enough data | 
| **Contextual Response Generation** | 8.5 (9 reviews) | 8.1 (15 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.3 (9 reviews) | 7.6 (14 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | 7.7 (15 reviews) | Not enough data | 
| **Multilingual Support** | 8.0 (9 reviews) | 7.7 (14 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | 8.1 (14 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (10 reviews) | 7.7 (14 reviews) | Not enough data | 
| **Escalation Handling** | 8.7 (10 reviews) | 8.5 (13 reviews) | Not enough data | 
| **Workflow Optimization** | 8.5 (10 reviews) | 8.3 (13 reviews) | Not enough data | 

#### Automation

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | 8.5 (14 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (9 reviews) | 8.0 (14 reviews) | Not enough data | 
| **Document Processing** | 9.1 (9 reviews) | 8.6 (14 reviews) | Not enough data | 

#### Autonomy

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | 8.2 (14 reviews) | Not enough data | 
| **Adaptive Responses** | 8.3 (9 reviews) | 8.1 (14 reviews) | Not enough data | 
| **Task Execution** | 8.3 (9 reviews) | 8.1 (14 reviews) | Not enough data | 
| **Problem Solving** | 8.0 (9 reviews) | 8.3 (14 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kapture CX** | N/A | N/A |
| **Help Scout** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (6):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Freshdesk (4):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)

**Unique to Kapture CX (11):** [AI Chatbots Software](https://www.g2.com/categories/ai-chatbots), [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Chatbots Software](https://www.g2.com/categories/chatbots), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Field Service Management Software](https://www.g2.com/categories/field-service-management), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to Help Scout (2):** [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Email Management Software](https://www.g2.com/categories/email-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | Kapture CX | Help Scout | 
|---|---|---|---|
| **Small-Business** | 48.6% | 28.1% | 62.1% | 
| **Mid-Market** | 39.7% | 56.8% | 33.5% | 
| **Enterprise** | 11.6% | 15.1% | 4.4% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.8%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

#### Kapture CX

- **Consumer Services:** 13.9%
- **Pharmaceuticals:** 7.9%
- **Health, Wellness and Fitness:** 6.9%
- **Telecommunications:** 6.0%
- **Financial Services:** 5.7%
- **Retail:** 4.7%
- **Consumer Goods:** 4.1%
- **Logistics and Supply Chain:** 3.5%
- **Apparel & Fashion:** 3.2%
- **Automotive:** 3.2%
- **Other:** 41.0%

#### Help Scout

- **Computer Software:** 21.2%
- **Information Technology and Services:** 9.9%
- **Internet:** 7.5%
- **Marketing and Advertising:** 4.3%
- **Financial Services:** 4.1%
- **Retail:** 4.1%
- **Consumer Services:** 3.9%
- **Real Estate:** 3.6%
- **Hospital & Health Care:** 3.4%
- **Health, Wellness and Fitness:** 2.4%
- **Other:** 35.7%

---
## Alternatives

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7591 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1905 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)

### Alternatives to Kapture CX

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7591 reviews)
- [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) — 4.4/5 stars (25784 reviews)
- [FreshChat](https://www.g2.com/products/freshworks-freshchat/reviews) — 4.4/5 stars (497 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (430 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) — 4.4/5 stars (13797 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)

### Alternatives to Help Scout

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7591 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Kayako](https://www.g2.com/products/kayako/reviews) — 4.0/5 stars (225 reviews)

---
## Top Discussions

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"
- Title: [How can Integrate FreashDesk with Zoho Books](https://www.g2.com/discussions/how-can-integrate-freashdesk-with-zoho-books) — 2 comments, 1 upvote
  > **Top comment:** "You can use Zapier to connect the systems.
For example, create a Zap that is triggered by a ticket update in Freshdesk. When the ticket is 'closed' to then..."

### Kapture CX

- Title: [What is CRM and its functions?](https://www.g2.com/discussions/kapture-crm-what-is-crm-and-its-functions) — 3 comments
  > **Top comment:** "CRM stands for Customer Relationship Management and is a software system that helps business owners easily track all communications and nurture relationships..."
- Title: [Please make user interface bit attractive](https://www.g2.com/discussions/please-make-user-interface-bit-attractive) — 1 comment, 1 upvote
  > **Top comment:** "It is a support used to highlight the attractive object, it can be makeup for a person, it can be a belt for a dog or something else that beautifies."
- Title: [Can I customize my interface on this platform?](https://www.g2.com/discussions/can-i-customize-my-interface-on-this-platform) — 1 comment, 1 upvote
  > **Top comment:** "Hi Lowin,

Thanks for your query
You can configure and customize the platform but you cannot customize the User Interface.

Kapture is a CRM Platform on..."

### Help Scout

- Title: [What should I look for in a ticketing system?](https://www.g2.com/discussions/what-should-i-look-for-in-a-ticketing-system) — 2 comments
  > **Top comment:** "What you're looking for in a ticketing system is going to depend on your specific processes for reactively and proactively supporting your customers.

I..."
- Title: [Why sometimes the messages are not merged by themself?](https://www.g2.com/discussions/why-sometimes-the-messages-are-not-merged-by-themself) — 2 comments, 1 upvote
  > **Top comment:** "I think you need to contact support as I do not have had this issue in the last 3 years (+4100 conversations currently recorded)."
- Title: [Is Helpscout a CRM?](https://www.g2.com/discussions/is-helpscout-a-crm) — 1 comment
  > **Top comment:** "No. Help Scout is an excellent tool for answering customer questions. It can be powerfully integrated with a CRM by syncing Help Scout information back to..."
- Title: [What is customer support software?](https://www.g2.com/discussions/what-is-customer-support-software) — 1 comment
  > **Top comment:** "Customer support software is a centralized tool for receiving and responding to feedback. Typical systems allow customers to submit messages or report..."
- Title: [Could there be a voice call integration in the app in the future?](https://www.g2.com/discussions/could-there-be-a-voice-call-integration-in-the-app-in-the-future) — 1 comment, 1 upvote
  > **Top comment:** "Hey RolynnAnne,

I'm Anthony, a member of Help Scout's support team. We have an existing integration (included in all of our plans) with Aircall that..."

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**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-vs-kapture-cx-vs-help-scout)