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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Small-Business (57.0% of reviews)
Entry-Level Pricing
$15.00 Per Month
Free Trial
Freshdesk
Star Rating
(3,609)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$15.00 Per Month
Free Trial is available
Browse all 3 pricing plansUserGuiding
Star Rating
(745)4.7 out of 5
Market Segments
Small-Business (57.0% 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.
- Users report that Freshdesk excels in its Quality of Support, scoring 8.7, with many reviewers mentioning the responsiveness and helpfulness of the support team, while UserGuiding shines even brighter with a score of 9.5, where users highlight the availability of extensive resources and quick resolution times.
- Reviewers mention that UserGuiding offers a superior Ease of Use with a score of 9.1, as many users appreciate its intuitive interface and straightforward onboarding process, compared to Freshdesk's score of 8.8, where some users find the initial setup slightly more complex.
- G2 users indicate that UserGuiding has a higher Meets Requirements score of 9.0, with users praising its ability to meet specific needs for onboarding and user guidance, while Freshdesk, with a score of 8.6, is noted for its robust ticketing system but may lack some advanced features for user onboarding.
- Users on G2 report that Freshdesk's AI Text Summarization feature scores 7.9, with reviewers mentioning its effectiveness in summarizing support tickets, while UserGuiding's score of 6.7 indicates that users find its AI capabilities less impressive, often wishing for more advanced functionalities.
- Reviewers mention that Freshdesk's Knowledge Base feature scores 8.7, with many users appreciating the comprehensive articles and resources available, while UserGuiding, scoring 8.9, is noted for its user-friendly articles that are easy to navigate and find relevant information quickly.
- Users say that both products have strong Automation capabilities, with Freshdesk scoring 8.6 and UserGuiding at 8.4. However, reviewers highlight that Freshdesk's automation rules are more customizable, allowing for more tailored workflows, while UserGuiding's automation is simpler but effective for basic tasks.
Pricing
Entry-Level Pricing
Freshdesk
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
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
3,175
8.9
657
Ease of Use
8.8
3,197
9.1
676
Ease of Setup
8.6
2,258
8.9
609
Ease of Admin
8.7
2,152
9.1
408
Quality of Support
8.7
3,074
9.5
632
Has the product been a good partner in doing business?
8.8
2,077
9.4
397
Product Direction (% positive)
8.8
3,150
9.6
659
Features by Category
Ticket and Case Management
8.9
2218
|
Verified
Not enough data
8.8
2226
|
Verified
Not enough data
8.5
2139
|
Verified
Not enough data
8.5
2033
|
Verified
Not enough data
8.3
1797
|
Verified
Not enough data
8.5
2085
|
Verified
Not enough data
8.7
2007
|
Verified
Not enough data
8.2
1371
|
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
1920
|
Verified
Not enough data
8.9
2068
|
Verified
Not enough data
8.4
1312
|
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
Not enough data
8.6
1546
|
Verified
Not enough data
8.2
1140
|
Verified
Not enough data
8.0
1861
|
Verified
Not enough data
8.3
1960
|
Verified
Not enough data
User Analysis
Not enough data
8.9
391
Not enough data
8.5
399
User Support
Not enough data
8.7
402
Not enough data
8.4
363
Not enough data
8.4
377
Walkthrough Type
Not enough data
8.6
380
Not enough data
9.1
406
Platform Basics - Digital Adoption Platform
Not enough data
8.4
94
Not enough data
8.8
95
Analytics - Digital Adoption Platform
Not enough data
8.1
95
Functions - Digital Adoption Platform
Not enough data
8.5
93
Not enough data
8.6
97
Agentic AI - Digital Adoption Platform
Not enough data
7.3
81
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
Conversational Platform
8.3
434
Not enough data
8.3
380
Not enough data
8.3
372
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
Generative AI
7.9
118
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
584
|
Verified
Not enough data
8.7
601
|
Verified
Not enough data
8.7
495
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1663
|
Verified
Not enough data
8.6
204
Not enough data
8.1
186
Not enough data
8.8
560
|
Verified
Not enough data
8.8
520
|
Verified
Not enough data
8.6
549
|
Verified
Not enough data
Generative AI
7.9
144
6.8
137
Self-Service Experience
8.7
960
8.9
367
8.6
913
8.8
365
8.3
687
7.6
339
8.2
241
Feature Not Available
8.4
258
8.6
353
Self-Service Platform
8.5
254
8.8
360
8.6
261
8.4
204
8.0
221
7.1
188
8.5
237
8.3
350
Agentic AI - Customer Self-Service
7.9
20
7.1
48
7.7
17
7.6
48
7.9
18
7.6
46
7.6
19
7.4
46
7.7
20
7.2
47
7.5
19
7.1
46
7.8
19
7.3
46
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)
164
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
375
Not enough data
Channels
9.2(won by default)
480
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)
341
Not enough data
8.2(won by default)
55
Not enough data
Insight
8.6(won by default)
383
Not enough data
8.7(won by default)
171
Not enough data
8.6(won by default)
374
Not enough data
9.1(won by default)
447
Not enough data
Generative AI
7.7
87
Not enough data
7.7
86
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 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
17.1%
Computer Software
12.9%
Internet
4.2%
Financial Services
4.1%
Education Management
3.7%
Other
58.0%
Computer Software
38.5%
Information Technology and Services
16.7%
Marketing and Advertising
4.8%
Financial Services
3.7%
Accounting
3.3%
Other
32.9%
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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