# Freshdesk vs Kustomer Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in managing client support tickets, with users appreciating its ability to organize tickets with updated statuses for easy tracking and resolution. The automation features, such as ticket flow configuration and categorization, are particularly highlighted as beneficial for enhancing customer satisfaction.
- **Users say** Kustomer offers a simplified experience, allowing for easy team creation and manual ticket assignment. Reviewers find the ability to leave notes on the same thread helpful, which enhances collaboration among team members and streamlines communication.
- **According to verified reviews** , Freshdesk has a higher overall satisfaction score, reflecting its strong performance in areas like ticket creation and response user experience. Users specifically mention the effective filtering options that help differentiate ticket types, making it easier to manage support requests.
- **Reviewers mention** that Kustomer's knowledge base is a standout feature, providing a helpful widget for navigating personal knowledge effectively. This aspect is particularly appreciated by users who value easy access to information and resources during their support interactions.
- **G2 reviewers highlight** that Freshdesk's implementation process is quick and intuitive, with many users praising the onboarding wizard that simplifies setup. This ease of setup is a significant advantage for businesses looking to get started with customer support software without extensive delays.
- **Users report** that while Kustomer has a strong focus on mid-market businesses, it may not cater as effectively to small businesses compared to Freshdesk, which has a larger share of small-business users. This difference in target market can influence the overall user experience and feature relevance for different business sizes.



| | Freshdesk | Kustomer | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 3,750 | 555 | 
| **Largest Market Segment** | Small-Business (48.6% of reviews) | Mid-Market (66.1% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | Contact Us | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (223 reviews)
- Features (158 reviews)

Cons:
- Missing Features (69 reviews)
- Limited Features (62 reviews)

### Kustomer

Pros:
- Ease of Use (56 reviews)
- Features (42 reviews)

Cons:
- Slow Performance (21 reviews)
- Slow Loading (17 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | Kustomer | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3281 reviews) | 8.9 (409 reviews) | 
  | **Ease of Use** | 8.9 (3305 reviews) | 8.8 (424 reviews) | 
  | **Ease of Setup** | 8.6 (2361 reviews) | 8.7 (234 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 8.2 (154 reviews) | 
  | **Quality of Support** | 8.7 (3180 reviews) | 9.0 (390 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 8.8 (150 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3250 reviews) | 8.8 (395 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

### Kustomer

#### Entry-Level Pricing

Plan: Kustomer Pricing 

Price: Contact Us

Key Features:
- Kustomer AI 

[Learn more about Kustomer](https://www.g2.com/products/kustomer/reviews)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.2/10 | 2594 |
| **Kustomer** | 8.7/10 | 295 |

#### Ticket and Case Management

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2252 reviews) ✓ Verified | 9.2 (185 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (2265 reviews) ✓ Verified | 9.1 (193 reviews) ✓ Verified | 
| **Workflow** | 8.5 (2194 reviews) ✓ Verified | 8.9 (197 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (2070 reviews) ✓ Verified | 8.9 (188 reviews) ✓ Verified | 
| **SLA Management** | 8.3 (1810 reviews) ✓ Verified | 8.9 (165 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.5 (2095 reviews) ✓ Verified | 8.9 (182 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.7 (2029 reviews) ✓ Verified | 9.2 (183 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.3 (1379 reviews) ✓ Verified | 9.2 (186 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **AI Text Generation** | 7.3 (331 reviews) | 7.9 (53 reviews) | 
| **AI Text Summarization** | 7.4 (325 reviews) | 8.4 (51 reviews) | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | 7.2 (58 reviews) | 7.8 (43 reviews) | 
| **Natural Language Interaction** | 6.9 (57 reviews) | 7.9 (43 reviews) | 
| **Proactive Assistance** | 7.2 (56 reviews) | 8.1 (43 reviews) | 

#### Communication Channels

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Customer Portal** | 8.6 (1927 reviews) ✓ Verified | 8.9 (166 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (2090 reviews) ✓ Verified | 9.3 (196 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.4 (1317 reviews) ✓ Verified | 9.1 (168 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (1191 reviews) ✓ Verified | 8.5 (166 reviews) ✓ Verified | 
| **Voice** | 7.9 (937 reviews) ✓ Verified | 8.7 (155 reviews) | 

#### Platform

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Mobile User Support** | 8.1 (1161 reviews) ✓ Verified | 8.0 (83 reviews) | 
| **Customization ** | 8.1 (1663 reviews) ✓ Verified | 8.8 (173 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (1552 reviews) ✓ Verified | 9.2 (124 reviews) ✓ Verified | 
| **Integration** | 8.3 (1158 reviews) ✓ Verified | 9.0 (129 reviews) ✓ Verified | 
| **Reporting** | 8.0 (1883 reviews) ✓ Verified | 8.4 (164 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1969 reviews) ✓ Verified | 8.5 (159 reviews) ✓ Verified | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 405 |
| **Kustomer** | N/A | N/A |

#### Channels

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | Not enough data | 
| **Open Listening** | 8.0 (335 reviews) | Not enough data | 
| **Physical Media** | 7.5 (324 reviews) | Not enough data | 

#### Design

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | Not enough data | 
| **Create Content** | 7.8 (335 reviews) | Not enough data | 
| **Personalization** | 8.3 (356 reviews) | Not enough data | 
| **Inbound Identification** | 8.3 (344 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.4 (332 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (264 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **Kustomer** | N/A | N/A |

#### Usability

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | Not enough data | 
| **Supporting Documents** | 8.7 (259 reviews) | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | 

#### Reporting

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (253 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (178 reviews) | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 269 |
| **Kustomer** | N/A | N/A |

#### Productivity Tools

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Notes** | 8.9 (237 reviews) | Not enough data | 
| **Internal Discussion** | 8.7 (222 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.6 (225 reviews) | Not enough data | 
| **Workflows** | 8.7 (229 reviews) | Not enough data | 
| **Templates** | 8.7 (232 reviews) | Not enough data | 
| **Integrations** | 8.3 (209 reviews) | Not enough data | 
| **Tagging System** | 8.7 (227 reviews) | Not enough data | 

#### Analytics

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Trends** | 8.3 (204 reviews) | Not enough data | 
| **Performance Tracking** | 8.5 (214 reviews) | Not enough data | 
| **Email Tracking** | 8.6 (212 reviews) | Not enough data | 

#### Agentic AI - Shared Inbox

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

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kustomer** | N/A | N/A |

#### Responses

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Natural Language Understanding (NLU)** | Not enough data | Not enough data | 

#### Automation - AI Agents

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

#### Platform

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Conversation Editor** | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | 
| **Human-In-The-Loop** | Not enough data | Not enough data | 

#### Autonomy -  AI Agents

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **Kustomer** | 8.9/10 | 226 |

#### Conversational Platform

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Personalization** | 8.3 (432 reviews) | 9.0 (187 reviews) | 
| **Omnichannel** | 8.3 (378 reviews) | 9.1 (180 reviews) | 
| **Contextual Engagement** | 8.3 (371 reviews) | 9.1 (166 reviews) | 
| **Proactive Engagement** | 8.4 (307 reviews) | 8.9 (87 reviews) | 

#### Support Automation

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | 9.0 (162 reviews) | 
| **Seamless Escalation** | 8.4 (408 reviews) | 9.0 (177 reviews) | 
| **Transcripts** | 8.3 (373 reviews) | 9.3 (157 reviews) | 
| **Self-Serve Support** | 8.2 (314 reviews) | 8.6 (89 reviews) | 

#### Generative AI

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | 8.3 (54 reviews) | 
| **AI Text Summarization** | 7.4 (203 reviews) | 8.4 (54 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1887 |
| **Kustomer** | 8.4/10 | 254 |

#### Generative AI

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | 7.3 (43 reviews) | 
| **AI Text Summarization** | 7.9 (114 reviews) | 7.5 (43 reviews) | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | 6.9 (42 reviews) | 

#### Communication

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | 8.9 (156 reviews) ✓ Verified | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | 8.9 (175 reviews) ✓ Verified | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | 9.0 (145 reviews) ✓ Verified | 
| **In-App Messaging** | 8.5 (199 reviews) | 8.8 (134 reviews) ✓ Verified | 
| **Co-Browsing** | 8.2 (202 reviews) | 8.1 (84 reviews) | 

####  Internal Use

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Customization ** | 8.1 (1663 reviews) ✓ Verified | 8.8 (173 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (203 reviews) | 9.1 (153 reviews) ✓ Verified | 
| **Lead Development** | 8.2 (186 reviews) | 8.2 (90 reviews) | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | 8.8 (152 reviews) ✓ Verified | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | 9.0 (157 reviews) ✓ Verified | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | 9.0 (174 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **Kustomer** | 8.5/10 | 108 |

#### Generative AI

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | 8.3 (33 reviews) | 

#### Self-Service Experience

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | 8.8 (90 reviews) | 
| **Searchable Articles** | 8.6 (911 reviews) | 8.7 (86 reviews) | 
| **Community Forums** | 8.3 (682 reviews) | 8.6 (67 reviews) | 
| **Mobile Optimization** | 8.2 (238 reviews) | 8.3 (50 reviews) | 
| **Personalization** | 8.4 (255 reviews) | 8.6 (54 reviews) | 

#### Self-Service Platform

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Branding** | 8.5 (253 reviews) | 9.0 (58 reviews) | 
| **Automation** | 8.6 (260 reviews) | 8.9 (59 reviews) | 
| **Artificial Intelligence** | 8.0 (220 reviews) | 8.5 (53 reviews) | 
| **Integrations** | 8.4 (237 reviews) | 9.0 (57 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | 7.8 (20 reviews) | 
| **Multi-step Planning** | 7.7 (15 reviews) | 8.3 (20 reviews) | 
| **Cross-system Integration** | 7.9 (16 reviews) | 8.4 (20 reviews) | 
| **Adaptive Learning** | 7.7 (17 reviews) | 8.3 (20 reviews) | 
| **Natural Language Interaction** | 7.6 (17 reviews) | 8.3 (20 reviews) | 
| **Proactive Assistance** | 7.6 (16 reviews) | 8.4 (20 reviews) | 
| **Decision Making** | 7.8 (16 reviews) | 8.3 (19 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 532 |
| **Kustomer** | 9.0/10 | 53 |

#### Generative AI

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | 8.3 (24 reviews) | 
| **AI Text Summarization** | 8.0 (79 reviews) | 8.3 (24 reviews) | 

#### Process

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Mentions** | 8.6 (163 reviews) | 8.8 (40 reviews) | 
| **Tickets** | 9.3 (485 reviews) | 9.2 (45 reviews) | 
| **Macros** | 8.6 (372 reviews) | 9.5 (47 reviews) | 

#### Channels

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Email** | 9.2 (480 reviews) | 9.6 (46 reviews) | 
| **Social** | 8.7 (416 reviews) | 9.1 (43 reviews) | 
| **Live Chat** | 8.8 (377 reviews) | 9.3 (43 reviews) | 
| **Phone** | 8.5 (341 reviews) | 9.1 (42 reviews) | 
| **Text** | 8.3 (59 reviews) | 9.3 (42 reviews) | 

#### Insight

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Surveys** | 8.6 (383 reviews) | 9.1 (43 reviews) | 
| **Reporting** | 8.7 (170 reviews) | 8.7 (46 reviews) | 
| **Visitor Activity** | 8.6 (374 reviews) | 8.4 (40 reviews) | 
| **Help Desk** | 9.1 (446 reviews) | 8.7 (43 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **Kustomer** | 8.3/10 | 38 |

#### Generative AI

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | 8.1 (36 reviews) | 
| **AI Text Summarization** | 7.7 (85 reviews) | 8.3 (36 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **Kustomer** | 8.4/10 | 10 |

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

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | 8.1 (8 reviews) | 
| **Contextual Response Generation** | 8.5 (9 reviews) | 8.1 (8 reviews) | 
| **Sentiment Analysis** | 8.3 (9 reviews) | 7.7 (8 reviews) | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | 8.3 (8 reviews) | 
| **Multilingual Support** | 8.0 (9 reviews) | 7.9 (7 reviews) | 

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

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | 8.1 (7 reviews) | 
| **Feedback Collection** | 8.7 (10 reviews) | 8.1 (7 reviews) | 
| **Escalation Handling** | 8.7 (10 reviews) | 8.3 (8 reviews) | 
| **Workflow Optimization** | 8.5 (10 reviews) | 8.7 (9 reviews) | 

#### Automation

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | 8.8 (8 reviews) | 
| **Feedback Collection** | 8.7 (9 reviews) | 8.5 (8 reviews) | 
| **Document Processing** | 9.1 (9 reviews) | 8.8 (7 reviews) | 

#### Autonomy

| Feature | Freshdesk | Kustomer | 
|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | 8.8 (7 reviews) | 
| **Adaptive Responses** | 8.3 (9 reviews) | 9.2 (8 reviews) | 
| **Task Execution** | 8.3 (9 reviews) | 8.6 (7 reviews) | 
| **Problem Solving** | 8.0 (9 reviews) | 8.3 (8 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Kustomer** | N/A | N/A |

#### Agentic AI - AI Agents

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

---
## Categories
**Shared Categories (7):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [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), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [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 (3):** [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management)

**Unique to Kustomer (1):** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | Kustomer | 
|---|---|---|
| **Small-Business** | 48.6% | 21.2% | 
| **Mid-Market** | 39.7% | 66.1% | 
| **Enterprise** | 11.7% | 12.7% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.7%
- **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%

#### Kustomer

- **Consumer Services:** 13.7%
- **Retail:** 11.2%
- **Health, Wellness and Fitness:** 5.8%
- **Apparel & Fashion:** 5.8%
- **Food & Beverages:** 5.4%
- **Consumer Goods:** 5.0%
- **Information Technology and Services:** 4.2%
- **Transportation/Trucking/Railroad:** 3.0%
- **Computer Software:** 2.8%
- **Financial Services:** 2.6%
- **Other:** 40.4%

---
## Alternatives

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2469 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3859 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 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 (7652 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7342 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)

### Alternatives to Kustomer

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3859 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7342 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2469 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7652 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 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: [What is the difference between freshdesk and Freshservice?](https://www.g2.com/discussions/what-is-the-difference-between-freshdesk-and-freshservice) — 2 comments
  > **Top comment:** "Freshdesk and Freshservice are both customer support and helpdesk software solutions developed by Freshworks Inc. These platforms cater to different aspects..."
- 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"

### Kustomer

- Title: [How can I post a note with out it closing](https://www.g2.com/discussions/34616-how-can-i-post-a-note-with-out-it-closing) — 1 comment
  > **Top comment:** "You can add internal note by clicking on note and it will be visible only for the users of your company :) "
- Title: [Is there a way currently follow a customer in different ways such as a label so you can sort your follows by sales, shipping issues, parts replacement, follow up order. Not to be confused with the (labeling of a interaction) but current interactions that I need to go back to as a agent to check on my customer for a specific reason.](https://www.g2.com/discussions/34159-is-there-a-way-currently-follow-a-customer-in-different-ways-such-as-a-label-so-you-can-sort-your-follows-by-sales-shipping-issues-parts-replacement-follow-up-order-not-to-be-confused-with-the-labeling-of-a-interaction-but-current-interactions-that-) — 1 comment, 1 upvote
  > **Top comment:** "All the conversations are in your search field and they are shown in the timeline. "
- Title: [How can we get a ticket ID ?](https://www.g2.com/discussions/34157-how-can-we-get-a-ticket-id) — 1 comment, 1 upvote
  > **Top comment:** "The ticket ID is the string of characters in the URL after the "events" portion. For example, if you have a ticket open, you will..."
- Title: [Is there a way for us to hear recordings of the voicemails? Or can we have a detailed view of the ticket's history like who merged tickets and such?](https://www.g2.com/discussions/30387-is-there-a-way-for-us-to-hear-recordings-of-the-voicemails-or-can-we-have-a-detailed-view-of-the-ticket-s-history-like-who-merged-tickets-and-such) — 1 comment
  > **Top comment:** "VM should be able to be heard once you pull up the customer's record. All emails, calls, and chats from that one person should pop up. "
- Title: [Will my pricing increase if I add additional agents?](https://www.g2.com/discussions/will-my-pricing-increase-if-i-add-additional-agents) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "No. You can add as many team members as you want and your pricing per agent will stay the same."

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