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Compare Freshdesk and Kustomer 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Mid-Market (65.8% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Starting at $89.00 1 User Per Month
Freshdesk
Star Rating
(3,620)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 plansKustomer
Star Rating
(506)4.5 out of 5
Market Segments
Mid-Market (65.8% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $89.00 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 Kustomer. Users appreciate its clean interface and strong automation features, which streamline ticket management and enhance productivity.
- According to verified reviews, Freshdesk's ticket management system is particularly praised for its multi-channel support and SLA tracking, helping teams stay organized and respond to customer inquiries efficiently. In contrast, Kustomer, while user-friendly, does not match the same level of automation in ticket handling.
- Users say that Freshdesk's implementation process is quick and intuitive, making it easier for teams to manage incoming support requests without switching tools constantly. Kustomer also offers a user-friendly interface, but some users find it less efficient for managing multiple applications simultaneously.
- Reviewers mention that Kustomer shines in providing a centralized view of customer information, which enhances the user experience. However, Freshdesk's shared inbox feature is highlighted as a key advantage, allowing teams to see who is working on which tickets, reducing the risk of duplication.
- Users highlight that Freshdesk's quality of support is commendable, with many noting the helpfulness of the support team. Kustomer, while also praised for its customer support, has a slightly lower rating in this area, indicating that Freshdesk may offer a more robust support experience overall.
- According to recent feedback, Freshdesk's ticket creation and response user experiences are rated highly, with users enjoying the ease of use. Kustomer, while competitive, has slightly higher ratings in specific areas like ticket collaboration and customer profiles, showcasing its strengths in personalized customer interactions.
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
Kustomer
Enterprise
Starting at $89.00
1 User Per Month
Essential CX tools for growing teams—
powerful, affordable, and built to scale
- Conversational Timeline
- Tasks and Automations
- Data & File Storage
Free Trial
Freshdesk
Free Trial is available
Kustomer
No trial information availableRatings
Meets Requirements
8.6
3,184
8.9
382
Ease of Use
8.8
3,207
8.8
397
Ease of Setup
8.6
2,266
8.6
207
Ease of Admin
8.7
2,154
8.1
151
Quality of Support
8.7
3,082
9.0
364
Has the product been a good partner in doing business?
8.8
2,078
8.8
147
Product Direction (% positive)
8.8
3,159
8.8
373
Features by Category
Ticket and Case Management
8.9
2224
|
Verified
9.2
184
|
Verified
8.8
2231
|
Verified
9.1
187
|
Verified
8.5
2146
|
Verified
8.9
190
|
Verified
8.5
2036
|
Verified
8.9
183
|
Verified
8.3
1800
|
Verified
8.9
162
|
Verified
8.5
2087
|
Verified
8.9
181
|
Verified
8.7
2009
|
Verified
9.2
182
|
Verified
8.2
1373
|
Verified
9.1
182
|
Verified
Generative AI
7.3
331
7.9
49
7.4
328
8.4
49
Agentic AI - Help Desk
7.1
59
7.8
43
6.9
59
7.9
43
7.2
59
8.1
43
Communication Channels
8.6
1923
|
Verified
8.9
165
|
Verified
8.9
2070
|
Verified
9.2
188
|
Verified
8.4
1313
|
Verified
9.1
164
|
Verified
8.0
1193
|
Verified
8.5
162
|
Verified
7.9
940
|
Verified
8.7
151
Platform
8.0
1154
|
Verified
8.0
82
8.1
1662
|
Verified
8.7
168
|
Verified
8.6
1545
|
Verified
9.2
123
|
Verified
8.2
1142
|
Verified
8.9
119
|
Verified
8.0
1864
|
Verified
8.4
155
|
Verified
8.3
1959
|
Verified
8.5
155
|
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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - 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
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - 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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
8.3
433
9.0
184
8.3
381
9.1
179
8.3
373
9.1
165
8.4
308
8.9
86
Support Automation
8.4
389
9.0
162
8.4
409
9.0
177
8.2
373
9.2
154
8.2
314
8.6
89
Generative AI
7.4
209
8.3
54
7.4
206
8.4
54
Generative AI
7.9
118
7.3
43
7.9
117
7.5
43
7.6
116
6.9
42
Communication
8.8
585
|
Verified
8.9
156
|
Verified
8.7
602
|
Verified
8.9
174
|
Verified
8.7
496
|
Verified
9.0
144
|
Verified
8.5
200
8.8
134
|
Verified
8.2
202
8.1
84
Internal Use
8.1
1662
|
Verified
8.7
168
|
Verified
8.6
204
9.1
153
|
Verified
8.1
186
8.2
90
8.8
560
|
Verified
8.8
152
|
Verified
8.8
520
|
Verified
9.0
157
|
Verified
8.6
548
|
Verified
9.0
174
|
Verified
Generative AI
7.9
144
8.4
34
Self-Service Experience
8.7
960
8.9
90
8.6
913
8.7
87
8.3
687
8.6
68
8.2
241
8.3
51
8.4
258
8.7
55
Self-Service Platform
8.5
254
9.0
59
8.6
261
8.9
59
8.0
221
8.5
53
8.4
238
9.0
57
Agentic AI - Customer Self-Service
7.8
19
7.9
21
7.7
17
8.4
21
7.9
18
8.5
21
7.6
19
8.3
21
7.5
19
8.4
21
7.4
18
8.5
21
7.7
18
8.4
20
Generative AI
8.2(tied score)
81
8.2(tied score)
23
8.1
81
8.3(won by 0.2)
23
Process
8.6
164
8.8(won by 0.2)
40
9.3(won by 0.1)
484
9.2
44
8.6
374
9.4(won by 0.8)
45
Channels
9.2
480
9.6(won by 0.4)
45
8.7
419
9.0(won by 0.3)
42
8.8
380
9.2(won by 0.4)
42
8.5
342
9.1(won by 0.6)
41
8.2
56
9.3(won by 1.1)
41
Insight
8.6
383
9.1(won by 0.5)
42
8.7(tied score)
172
8.7(tied score)
45
8.6(won by 0.2)
375
8.4
40
9.1(won by 0.4)
447
8.7
43
Generative AI
7.7
88
8.0
35
7.7
87
8.3
35
Customization - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
9.0
12
7.9
7
8.8
11
7.9
7
8.3
12
7.4
7
8.8
12
8.1
7
8.1
12
7.9
7
Customer Interaction Automation - AI Customer Support Agents
8.2
12
8.1
7
8.6
13
8.1
7
8.7
13
8.1
7
8.6
13
8.3
7
Automation
9.0
12
8.8
7
8.8
12
8.6
7
8.9
12
8.8
7
Autonomy
7.2
12
8.8
7
8.6
11
9.0
7
8.5
12
8.6
7
8.2
12
8.1
7
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 Kustomer are categorized as AI Customer Support Agents, Digital Customer Service Platforms, Help Desk, Conversational Support, Social Customer Service, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as Shared Inbox, Complaint Management, and Customer Communications Management
Kustomer is categorized as AI Agent Builders and AI Agents For Business Operations
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kustomer
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%
Consumer Services
13.2%
Retail
11.7%
Health, Wellness and Fitness
6.2%
Apparel & Fashion
5.7%
Food & Beverages
5.5%
Other
57.7%
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 long are your contracts? Can I change plans?
1 Comment
Official Response from Kustomer
Plans are annual. We will work with you on a payment plan if needed.Read more
Is my business data private and safe?
1 Comment
Official Response from Kustomer
Yes. Customer security and privacy is a core value at Kustomer, and our team has extensive experience building secure applications. We combine...Read more
Does Kustomer integrate with other applications?
1 Comment
Official Response from Kustomer
Absolutely. We have native and partner integrations with a wide range of partners including Amazon Connect, Shopify, Talkdesk, Piesync, Aircall, Segment,...Read more
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