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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Small-Business (82.8% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
$14.00 1 User Per Month
Freshdesk
Star Rating
(3,620)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 plansKeeping
Star Rating
(65)4.5 out of 5
Market Segments
Small-Business (82.8% of reviews)
Pros & Cons
Entry-Level Pricing
$14.00 1 User Per Month
Browse all 2 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 Keeping. 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 manage incoming support requests without the hassle of switching tools. In contrast, Keeping, while easy to learn, has fewer recent reviews, which may indicate less user engagement.
- 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, a feature that enhances collaboration and efficiency, which Keeping lacks in comparison.
- Reviewers mention that Keeping offers a straightforward experience with its ability to consolidate emails and tickets into one mailbox, making it easy to navigate. However, it falls short in overall market presence and user feedback volume, which may affect long-term reliability.
- G2 reviewers highlight that Freshdesk's quality of support is rated highly, with users noting responsive assistance and effective problem resolution. Keeping also receives positive feedback for its support, but the overall volume of reviews suggests that Freshdesk has a more established support framework.
- Users report that both products have similar scores in meeting requirements, but Freshdesk's extensive feature set, including ticket collaboration and automation, gives it an edge in daily usability. Keeping's strengths lie in its organization and ease of use, but it may not offer the same depth of functionality that larger teams might require.
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
Keeping
Essential
$14.00
1 User Per Month
Includes 2 shared mailboxes and 2 workflows.
- Standard Reporting
- Frequently Asked Questions Database
- Response Templates
Free Trial
Freshdesk
Free Trial is available
Keeping
Free Trial is available
Ratings
Meets Requirements
8.6
3,181
8.6
45
Ease of Use
8.8
3,203
8.9
47
Ease of Setup
8.6
2,263
8.7
32
Ease of Admin
8.7
2,153
9.4
29
Quality of Support
8.7
3,080
9.1
39
Has the product been a good partner in doing business?
8.8
2,078
9.6
28
Product Direction (% positive)
8.8
3,156
8.9
42
Features by Category
Ticket and Case Management
8.9
2221
|
Verified
8.7
23
8.8
2228
|
Verified
8.6
22
8.5
2143
|
Verified
8.4
26
8.5
2034
|
Verified
7.9
26
8.3
1798
|
Verified
7.8
20
8.5
2087
|
Verified
7.8
21
8.7
2008
|
Verified
8.6
24
8.2
1372
|
Verified
8.3
21
Generative AI
7.3
330
7.6
12
7.4
327
7.4
12
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
1922
|
Verified
7.6
19
8.9
2069
|
Verified
8.8
23
8.4
1313
|
Verified
8.2
17
8.0
1193
|
Verified
7.0
17
7.9
940
|
Verified
7.1
16
Platform
8.0
1156
|
Verified
6.8
17
8.1
1663
|
Verified
7.1
21
8.6
1546
|
Verified
8.3
23
8.2
1141
|
Verified
8.3
21
8.0
1862
|
Verified
7.9
21
8.3
1960
|
Verified
7.9
21
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
381
Not enough data
8.3
373
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
585
|
Verified
Not enough data
8.7
602
|
Verified
Not enough data
8.7
496
|
Verified
Not enough data
8.5
200
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1663
|
Verified
7.1
21
8.6
204
Not enough data
8.1
187
Not enough data
8.8
560
|
Verified
Not enough data
8.8
521
|
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
8.4
238
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)
165
Not enough data
9.3(won by default)
485
Not enough data
8.6(won by default)
375
Not enough data
Channels
9.2(won by default)
481
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)
342
Not enough data
8.2(won by default)
56
Not enough data
Insight
8.6(won by default)
384
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)
448
Not enough data
Generative AI
7.7
88
Not enough data
7.7
87
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 Keeping are categorized as Help Desk and Shared Inbox
Unique Categories
Keeping has no unique categories
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Keeping
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
4.1%
Financial Services
4.1%
Education Management
3.7%
Other
58.0%
Retail
7.8%
Higher Education
7.8%
Non-Profit Organization Management
6.3%
Marketing and Advertising
6.3%
Consumer Services
6.3%
Other
65.6%
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
Is there any possidbility that you could remove or change to something more appealingd codes as [#QvQyF4kdwm] in a subject space?
2 Comments
JN
Our team actually likes these ticket numbers. It makes it very clear what is a ticket and what is not. We internally use a XMPP type service and can mention...Read more
Keeping has no more discussions with answers
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