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Compare Freshdesk and Smartsupp 
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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Small-Business (96.4% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free 999 agents Per Month
Freshdesk
Star Rating
(3,618)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 plansSmartsupp
Star Rating
(1,000)4.7 out of 5
Market Segments
Small-Business (96.4% of reviews)
Pros & Cons
Entry-Level Pricing
Free 999 agents Per Month
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in its automation features, which help teams manage tickets efficiently. Users appreciate the clean interface and the ability to track SLAs, making it easier to stay organized while responding to customer inquiries.
- Users say that Smartsupp stands out for its user-friendly design and effective chat capabilities. Reviewers highlight the platform's clear interface and fast performance, allowing for seamless management of multiple conversations without unnecessary complexity.
- According to verified reviews, Freshdesk's ticket management system is particularly praised for its ability to align tickets with the right agents, boosting productivity. Users find the shared inbox feature invaluable for preventing duplicated efforts on support requests.
- Reviewers mention that Smartsupp's mobile app is a significant advantage, offering flexibility for users on the go. The ability to customize chat language and colors, along with features like auto-replies, enhances the overall user experience.
- G2 reviewers highlight that while Freshdesk has a slightly lower overall satisfaction score, it still provides robust multi-channel support that many users find beneficial for managing diverse customer interactions.
- Users report that Smartsupp's chatbot functionality is a major plus, with many calling it one of the best in the market. This feature, combined with its ease of use, makes it a strong contender for businesses looking to improve customer communication.
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
Smartsupp
FREE
Free
999 agents Per Month
Ideal for individuals enhancing website performance with Live Chat. This plan comes with unlimited number of agent seats.
- Live chat
- 50 conversations / month
- FB Messenger integration
Free Trial
Freshdesk
Free Trial is available
Smartsupp
Free Trial is available
Ratings
Meets Requirements
8.6
3,181
8.9
838
Ease of Use
8.8
3,203
9.2
865
Ease of Setup
8.6
2,263
9.2
761
Ease of Admin
8.7
2,153
9.0
667
Quality of Support
8.7
3,080
8.9
682
Has the product been a good partner in doing business?
8.8
2,078
9.0
608
Product Direction (% positive)
8.8
3,156
9.2
850
Features by Category
Ticket and Case Management
8.9
2221
|
Verified
Not enough data
8.8
2228
|
Verified
Not enough data
8.5
2143
|
Verified
Not enough data
8.5
2034
|
Verified
Not enough data
8.3
1798
|
Verified
Not enough data
8.5
2087
|
Verified
Not enough data
8.7
2008
|
Verified
Not enough data
8.2
1372
|
Verified
Not enough data
Generative AI
7.3
330
Not enough data
7.4
327
Not enough data
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
Not enough data
8.9
2069
|
Verified
Not enough data
8.4
1313
|
Verified
Not enough data
8.0
1193
|
Verified
Not enough data
7.9
940
|
Verified
Not enough data
Platform
8.0
1156
|
Verified
Not enough data
8.1
1663
|
Verified
8.8
560
8.6
1546
|
Verified
Not enough data
8.2
1141
|
Verified
Not enough data
8.0
1862
|
Verified
Not enough data
8.3
1960
|
Verified
Not enough data
Messenger
Not enough data
8.7
192
Not enough data
7.8
185
Not enough data
9.2
197
Not enough data
8.7
193
Channels
Not enough data
8.0
177
Not enough data
9.0
184
Not enough data
7.5
166
Not enough data
7.0
167
Not enough data
7.5
164
Customers
Not enough data
8.3
173
Not enough data
8.3
174
Not enough data
8.2
176
Not enough data
8.2
168
Not enough data
8.2
177
Agentic AI - Conversational Marketing
Not enough data
8.3
10
Not enough data
8.3
9
Not enough data
8.3
10
Not enough data
8.0
9
Not enough data
8.5
9
Not enough data
8.5
9
Not enough data
8.9
9
Lead Facilitation
Not enough data
8.6
130
Not enough data
8.3
126
Not enough data
8.1
125
Not enough data
7.7
124
Organization
Not enough data
8.1
118
Not enough data
8.2
118
Not enough data
8.1
116
Performance Analysis
Not enough data
7.8
117
Not enough data
8.0
118
Sales Analysis
Not enough data
7.9
116
Not enough data
7.7
112
Generative AI
Not enough data
8.4
70
Not enough data
8.4
71
Agentic AI - AI Sales Assistant
Not enough data
8.3
24
Not enough data
8.3
22
Not enough data
7.9
23
Not enough data
8.1
24
Not enough data
8.3
24
Not enough data
8.3
26
Not enough data
8.3
25
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
Responses
Not enough data
8.6
336
Not enough data
8.7
335
Not enough data
8.7
329
Not enough data
8.6
330
Not enough data
Feature Not Available
Platform
Not enough data
9.1
338
Not enough data
8.8
329
Not enough data
8.7
321
Not enough data
8.6
320
Not enough data
8.0
298
Not enough data
8.5
312
Not enough data
8.7
317
Generative AI
Not enough data
8.0
278
Not enough data
Feature Not Available
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
Customer Support
Not enough data
8.6
163
Not enough data
8.0
161
Not enough data
8.2
159
Automation
Not enough data
8.3
156
Not enough data
8.5
153
Not enough data
8.4
155
Artificial Intelligence
Not enough data
8.3
152
Not enough data
8.3
156
Not enough data
8.2
152
Generative AI
7.9
118
Feature Not Available
7.9
117
Feature Not Available
7.6
116
Feature Not Available
Communication
8.8
585
|
Verified
9.1
580
8.7
602
|
Verified
9.0
581
8.7
496
|
Verified
Feature Not Available
8.5
200
9.0
556
8.2
202
Feature Not Available
Internal Use
8.1
1663
|
Verified
8.8
560
8.6
204
8.7
563
8.1
187
Feature Not Available
8.8
560
|
Verified
Feature Not Available
8.8
521
|
Verified
8.6
548
8.6
549
|
Verified
Feature Not Available
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 Smartsupp are categorized as Live Chat
Unique Categories
Smartsupp is categorized as Customer Service Automation, AI Sales Assistant, Conversational Marketing, and Chatbots
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Smartsupp
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
7.2%
Apparel & Fashion
4.3%
Consumer Goods
3.9%
Health, Wellness and Fitness
3.7%
Automotive
3.5%
Other
77.4%
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
Smartsupp has no more discussions with answers
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