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Compare Freshdesk and Kustomer 
Featured Products
At a Glance
Market Segments
Small-Business (48.4% 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
(3,709)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansKustomer
Star Rating
(513)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 providing a structured and efficient ticket management system, with automation features that significantly reduce manual work for customer support teams. Users appreciate the customization options that allow them to tailor workflows to their specific needs, enhancing overall productivity.
- Users say Kustomer offers a unified view of customer interactions across various channels, which helps agents streamline their workflow. The ability to easily edit custom fields and prioritize tasks is highlighted as a strong point, making it user-friendly for managing customer data effectively.
- Reviewers mention that Freshdesk's clean interface and easy navigation make daily support tasks much less stressful, especially when handling multiple customer queries. This ease of use is particularly beneficial for new hires, who can start managing tickets efficiently without extensive training.
- According to verified reviews, Kustomer stands out for its strong reporting capabilities and integration with other systems, which helps reduce manual work. Users appreciate how it maintains daily records and tracks availability, contributing to a more organized workflow.
- G2 reviewers highlight that Freshdesk's ticket automation, SLA management, and knowledge base features are particularly effective in enhancing customer support operations. Users find that these tools help centralize communication and improve response times, leading to higher customer satisfaction.
- Users report that while Kustomer is easy to implement and use, it may not be as cost-effective for smaller businesses, given its higher starting price compared to Freshdesk. This pricing difference can be a significant factor for small to mid-sized companies looking for budget-friendly solutions.
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
3,251
8.9
388
Ease of Use
8.9
3,273
8.8
403
Ease of Setup
8.6
2,331
8.7
213
Ease of Admin
8.7
2,191
8.1
152
Quality of Support
8.7
3,148
9.0
370
Has the product been a good partner in doing business?
8.8
2,114
8.8
148
Product Direction (% positive)
8.8
3,223
8.8
378
Features by Category
Ticket and Case Management
8.9
2242
|
Verified
9.2
184
|
Verified
8.8
2260
|
Verified
9.1
188
|
Verified
8.5
2178
|
Verified
8.9
192
|
Verified
8.5
2060
|
Verified
8.9
184
|
Verified
8.3
1813
|
Verified
8.9
163
|
Verified
8.5
2095
|
Verified
8.9
182
|
Verified
8.7
2022
|
Verified
9.2
182
|
Verified
8.3
1378
|
Verified
9.1
183
|
Verified
Generative AI
7.3
332
7.9
49
7.4
329
8.4
49
Agentic AI - Help Desk
7.2
61
7.8
43
7.0
60
7.9
43
7.3
60
8.1
43
Communication Channels
8.6
1930
|
Verified
8.9
165
|
Verified
8.9
2091
|
Verified
9.3
190
|
Verified
8.4
1321
|
Verified
9.1
165
|
Verified
8.0
1197
|
Verified
8.5
163
|
Verified
7.9
943
|
Verified
8.7
152
Platform
8.0
1164
|
Verified
8.0
82
8.1
1664
|
Verified
8.7
169
|
Verified
8.6
1552
|
Verified
9.2
124
|
Verified
8.2
1153
|
Verified
8.9
120
|
Verified
8.0
1881
|
Verified
8.4
157
|
Verified
8.3
1967
|
Verified
8.5
156
|
Verified
Channels
8.4
360
Not enough data
8.0
336
Not enough data
7.5
326
Not enough data
Design
8.2
334
Not enough data
7.8
337
Not enough data
8.3
357
Not enough data
8.3
347
Not enough data
8.4
335
Not enough data
Generative AI
7.7
266
Not enough data
7.8
266
Not enough data
Usability
8.8
269
Not enough data
8.7
265
Not enough data
8.8
258
Not enough data
Reporting
8.6
252
Not enough data
8.5
248
Not enough data
8.6
260
Not enough data
Generative AI
7.5
183
Not enough data
7.6
183
Not enough data
Responses
Not enough data
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
439
9.0
185
8.3
385
9.1
180
8.3
378
9.1
166
8.4
314
8.9
86
Support Automation
8.4
395
9.0
162
8.4
415
9.0
177
8.3
380
9.3
156
8.3
321
8.6
89
Generative AI
7.4
212
8.3
54
7.4
208
8.4
54
Generative AI
7.9
119
7.3
43
7.9
117
7.5
43
7.6
116
6.9
42
Communication
8.8
587
|
Verified
8.9
156
|
Verified
8.7
603
|
Verified
8.9
174
|
Verified
8.7
497
|
Verified
9.0
144
|
Verified
8.5
202
8.8
134
|
Verified
8.2
205
8.1
84
Internal Use
8.1
1664
|
Verified
8.7
169
|
Verified
8.6
206
9.1
153
|
Verified
8.2
189
8.2
90
8.8
561
|
Verified
8.8
152
|
Verified
8.8
521
|
Verified
9.0
157
|
Verified
8.6
549
|
Verified
9.0
174
|
Verified
Generative AI
7.9
143
8.4
34
Self-Service Experience
8.7
964
8.9
90
8.6
915
8.7
87
8.3
687
8.6
68
8.2
242
8.3
51
8.4
260
8.7
55
Self-Service Platform
8.5
256
9.0
59
8.6
265
8.9
59
8.0
225
8.5
53
8.5
241
9.0
57
Agentic AI - Customer Self-Service
7.9
19
7.9
21
7.9
18
8.4
21
8.1
19
8.5
21
7.8
20
8.3
21
7.8
20
8.4
21
7.7
19
8.5
21
8.0
19
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
166
8.8(won by 0.2)
40
9.3(won by 0.1)
488
9.2
44
8.6
375
9.4(won by 0.8)
45
Channels
9.2
483
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
344
9.1(won by 0.6)
41
8.3
58
9.3(won by 1.0)
41
Insight
8.6
386
9.1(won by 0.5)
42
8.7(tied score)
173
8.7(tied score)
45
8.6(won by 0.2)
377
8.4
40
9.1(won by 0.4)
449
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
9.1
11
7.9
7
8.8
11
7.9
7
8.3
11
7.4
7
8.8
11
8.1
7
8.2
11
7.9
7
Customer Interaction Automation - AI Customer Support Agents
8.3
11
8.1
7
8.6
12
8.1
7
8.9
12
8.1
7
8.8
12
8.3
7
Automation
9.1
11
8.8
7
8.8
11
8.6
7
9.1
11
8.8
7
Autonomy
7.3
11
8.8
7
8.6
11
9.0
7
8.6
11
8.6
7
8.2
11
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
17.1%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.1%
Consumer Services
13.2%
Retail
11.5%
Health, Wellness and Fitness
6.1%
Apparel & Fashion
5.7%
Food & Beverages
5.5%
Other
58.1%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
How can we get a ticket ID ?
1 Comment
HL
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...Read more
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.
1 Comment
ED
All the conversations are in your search field and they are shown in the timeline. Read more
How can I post a note with out it closing
1 Comment
ED
You can add internal note by clicking on note and it will be visible only for the users of your company :) Read more
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