Compare Freshdesk and UserGuiding 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Small-Business (56.6% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial
Freshdesk
Star Rating
(3,715)4.4 out of 5
Market Segments
Small-Business (48.6% 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 plansUserGuiding
Star Rating
(756)4.7 out of 5
Market Segments
Small-Business (56.6% of reviews)
Pros & Cons
Entry-Level Pricing
Free Trial
Free Trial is available
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in ticket management, with users highlighting its structured and efficient approach. The automation features significantly reduce manual work for customer support, making it easier for teams to handle multiple customer queries simultaneously.
- Users say that UserGuiding stands out for its intuitive design and ease of setup. Reviewers appreciate how quickly they can create in-app guides and product tours without needing coding skills, which streamlines the onboarding process for new users.
- According to verified reviews, Freshdesk is praised for its clean interface and easy navigation, which helps new agents get up to speed quickly. Users mention that the platform's transparency in pricing and integration capabilities further enhance its appeal.
- Reviewers mention that UserGuiding provides valuable suggestions based on user experience, helping to create effective guides without overwhelming users with too many steps. This feature is particularly beneficial for teams looking to improve user engagement and retention.
- G2 reviewers highlight that while Freshdesk has a higher overall satisfaction score, UserGuiding receives commendations for its quality of support, with users noting that the assistance provided is responsive and helpful, which is crucial for teams relying on timely guidance.
- Users report that Freshdesk's automation and SLA management features are game-changers for customer support teams, allowing for a more organized workflow. In contrast, UserGuiding's focus on creating configuration guides saves time and reduces the need for direct customer support interactions, showcasing its efficiency in user onboarding.
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
UserGuiding
Free Trial
Free Trial
14-day free trial, no credit-card needed!
- All Professional Plan Features are included in the Free Trial
Free Trial
Freshdesk
Free Trial is available
UserGuiding
Free Trial is available
Ratings
Meets Requirements
8.6
3,257
8.9
664
Ease of Use
8.9
3,279
9.1
683
Ease of Setup
8.6
2,336
8.9
616
Ease of Admin
8.7
2,199
9.1
410
Quality of Support
8.7
3,154
9.5
639
Has the product been a good partner in doing business?
8.8
2,122
9.4
399
Product Direction (% positive)
8.8
3,229
9.6
666
Features by Category
Ticket and Case Management
8.9
2238
|
Verified
Not enough data
8.8
2254
|
Verified
Not enough data
8.5
2179
|
Verified
Not enough data
8.5
2058
|
Verified
Not enough data
8.3
1807
|
Verified
Not enough data
8.5
2089
|
Verified
Not enough data
8.7
2018
|
Verified
Not enough data
8.3
1372
|
Verified
Not enough data
Generative AI
7.3
328
Not enough data
7.4
324
Not enough data
Agentic AI - Help Desk
7.1
58
Not enough data
6.8
56
Not enough data
7.2
56
Not enough data
Communication Channels
8.6
1925
|
Verified
Not enough data
8.9
2087
|
Verified
Not enough data
8.4
1313
|
Verified
Not enough data
8.0
1190
|
Verified
Not enough data
7.9
935
|
Verified
Not enough data
Platform
8.1
1156
|
Verified
Not enough data
8.1
1658
|
Verified
Not enough data
8.6
1549
|
Verified
Not enough data
8.3
1149
|
Verified
Not enough data
8.0
1875
|
Verified
Not enough data
8.3
1963
|
Verified
Not enough data
User Analysis
Not enough data
8.9
396
Not enough data
8.5
404
User Support
Not enough data
8.7
404
Not enough data
8.4
365
Not enough data
8.4
381
Walkthrough Type
Not enough data
8.6
381
Not enough data
9.1
410
Platform Basics - Digital Adoption Platform
Not enough data
8.5
97
Not enough data
8.8
100
Analytics - Digital Adoption Platform
Not enough data
8.1
97
Functions - Digital Adoption Platform
Not enough data
8.5
97
Not enough data
8.6
102
Agentic AI - Digital Adoption Platform
Not enough data
7.3
83
Channels
8.4
358
Not enough data
8.0
334
Not enough data
7.5
323
Not enough data
Design
8.2
331
Not enough data
7.8
335
Not enough data
8.3
355
Not enough data
8.3
344
Not enough data
8.4
332
Not enough data
Generative AI
7.7
263
Not enough data
7.7
263
Not enough data
Usability
8.8
264
Not enough data
8.7
260
Not enough data
8.8
252
Not enough data
Reporting
8.6
246
Not enough data
8.5
242
Not enough data
8.6
254
Not enough data
Generative AI
7.5
179
Not enough data
7.6
179
Not enough data
Conversational Platform
8.3
432
Not enough data
8.3
378
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
408
Not enough data
8.3
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
207
Not enough data
7.4
203
Not enough data
Generative AI
7.8
116
Not enough data
7.9
114
Not enough data
7.6
113
Not enough data
Communication
8.8
584
|
Verified
Not enough data
8.7
600
|
Verified
Not enough data
8.7
494
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1658
|
Verified
Not enough data
8.6
203
Not enough data
8.2
186
Not enough data
8.8
558
|
Verified
Not enough data
8.8
518
|
Verified
Not enough data
8.6
546
|
Verified
Not enough data
Generative AI
7.9
140
6.8
137
Self-Service Experience
8.7
960
8.9
369
8.6
912
8.8
365
8.3
684
7.6
339
8.2
239
Feature Not Available
8.4
257
8.6
355
Self-Service Platform
8.5
253
8.8
361
8.7
261
8.4
205
8.0
222
7.1
188
8.5
238
8.3
351
Agentic AI - Customer Self-Service
7.7
16
7.1
48
7.7
15
7.6
48
7.9
16
7.6
46
7.7
17
7.4
47
7.6
17
7.2
47
7.6
16
7.1
47
7.8
16
7.3
46
Generative AI
8.2(won by default)
79
Not enough data
8.0(won by default)
79
Not enough data
Process
8.6(won by default)
162
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
371
Not enough data
Channels
9.2(won by default)
479
Not enough data
8.7(won by default)
415
Not enough data
8.8(won by default)
376
Not enough data
8.5(won by default)
340
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
382
Not enough data
8.7(won by default)
169
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
445
Not enough data
Generative AI
7.8
86
Not enough data
7.7
85
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.9
9
Not enough data
8.5
9
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
8.0
9
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Not enough data
Automation
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
Autonomy
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
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 UserGuiding are categorized as Customer Self-Service
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
UserGuiding
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
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.2%
Computer Software
38.2%
Information Technology and Services
16.7%
Marketing and Advertising
4.8%
Accounting
3.8%
Financial Services
3.8%
Other
32.6%
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
RTL support
2 Comments
HV
Hi Medhat! UserGuiding supports RTL text by means of theme customization. You can read more about it here:...Read more
Are there adoption tools for products that change often?
1 Comment
TG
For those who understand and can code use CSS elements to tag your location and steps instead of mouse selection this will keep the guides intact firmly.Read more
What is UserGuiding used for?
1 Comment
CD
User Onboarding, Product Tours, Interactive Guides, Feature Announcements, and User Education.Read more
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