# Freshservice vs Help Scout Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshservice excels in providing a comprehensive suite of features that streamline customer support processes. Users appreciate its **intuitive interface** and the ability to consolidate multiple applications into one platform, which enhances efficiency across departments.
- **Users say** that Help Scout is particularly effective for small businesses, offering a user-friendly experience with a shared inbox feature that facilitates collaboration among team members. This makes it easier to manage customer inquiries and maintain a cohesive support strategy.
- **Reviewers mention** that Freshservice has a higher overall satisfaction score, reflecting its ability to meet diverse organizational needs. Many users highlight its versatility in supporting various departments beyond IT, which has proven beneficial as organizations expand their use of the platform.
- **According to verified reviews** , Help Scout's knowledge base is a strong point, providing accessible resources for both users and customers. This feature helps teams quickly resolve queries and enhances the overall customer support experience.
- **G2 reviewers note** that while both products are easy to use, Freshservice has received slightly higher ratings for its overall usability. Users have praised its **modern tools** that simplify support management, making it a preferred choice for those looking for a robust solution.
- **Users highlight** that Freshservice's implementation process is efficient, with many finding the onboarding experience straightforward. In contrast, while Help Scout also offers a smooth setup, some users feel it may not be as feature-rich as Freshservice, which could limit its appeal for larger organizations.



| | Freshservice | Help Scout | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 1,335 | 428 | 
| **Largest Market Segment** | Mid-Market (61.9% of reviews) | Small-Business (62.0% of reviews) | 
| **Entry Level Price** | $19.00 | $0.00 5 Users Per Month | 

---
## Top Pros & Cons

### Freshservice

Pros:
- Ease of Use (229 reviews)
- Features (116 reviews)

Cons:
- Missing Features (83 reviews)
- Limited Features (56 reviews)

### Help Scout

Pros:
- Ease of Use (14 reviews)
- Features (11 reviews)

Cons:
- Lack of Features (8 reviews)
- Limited Features (7 reviews)

---
## Ratings Comparison
| Rating | Freshservice | Help Scout | 
|---|---|---|
  | **Meets Requirements** | 8.9 (1184 reviews) | 8.7 (325 reviews) | 
  | **Ease of Use** | 9.2 (1189 reviews) | 9.2 (329 reviews) | 
  | **Ease of Setup** | 8.8 (974 reviews) | 9.2 (171 reviews) | 
  | **Ease of Admin** | 9.0 (958 reviews) | 9.1 (167 reviews) | 
  | **Quality of Support** | 9.0 (1144 reviews) | 9.0 (299 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (933 reviews) | 9.1 (161 reviews) | 
  | **Product Direction (% positive)** | 9.5 (1167 reviews) | 8.1 (313 reviews) | 

---
## Pricing

### Freshservice

#### Entry-Level Pricing

Plan: STARTER

Price: $19.00

Description: For getting started

Key Features:
- Incident Management
- Knowledge Base
- Self Service Portal

[Browse all 3 editions](https://www.g2.com/products/freshservice/pricing)

#### Free Trial

Yes

### Help Scout

#### Entry-Level Pricing

Plan: Free

Price: $0.00 5 Users Per Month

Description: Limited to 100 contacts per month and 5 users.

Key Features:
- Up to 5 users
- 1 Inbox
- 10 Saved replies

[Browse all 5 editions](https://www.g2.com/products/help-scout/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Help Scout** | 8.1/10 | 222 |

#### Ticket and Case Management

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 9.2 (177 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 9.2 (179 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.6 (195 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.6 (167 reviews) | 
| **SLA Management** | Not enough data | Feature Not Available | 
| **Attachments/Screencasts** | Not enough data | 8.6 (178 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.9 (182 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 8.2 (100 reviews) | 

#### Generative AI

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **AI Text Generation** | Not enough data | 5.8 (8 reviews) | 
| **AI Text Summarization** | Not enough data | 6.1 (6 reviews) | 

#### Agentic AI - Help Desk

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Customer Portal** | Not enough data | Feature Not Available | 
| **Email to Case** | Not enough data | 9.2 (172 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 7.8 (106 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | 7.7 (61 reviews) | 
| **Voice** | Not enough data | 7.0 (29 reviews) ✓ Verified | 

#### Platform

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Mobile User Support** | Not enough data | 7.5 (39 reviews) | 
| **Customization ** | Not enough data | 7.7 (93 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.6 (104 reviews) ✓ Verified | 
| **Integration** | Not enough data | 8.5 (82 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.1 (149 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.2 (152 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.4/10 | 447 |
| **Help Scout** | N/A | N/A |

#### Administration

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Change Management** | 8.6 (324 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.4 (351 reviews) ✓ Verified | Not enough data | 
| **Reports & Analytics** | 8.3 (375 reviews) ✓ Verified | Not enough data | 

#### Service Desk

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Help Desk** | 9.5 (410 reviews) ✓ Verified | Not enough data | 
| **Incident Reports** | 9.1 (377 reviews) ✓ Verified | Not enough data | 
| **Process Workflow** | 8.8 (373 reviews) ✓ Verified | Not enough data | 

#### Management

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Reporting** | 8.5 (313 reviews) ✓ Verified | Not enough data | 
| **Administration Console** | 8.9 (320 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.8 (283 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.5 (290 reviews) ✓ Verified | Not enough data | 
| **Policy Dictation** | 8.1 (228 reviews) ✓ Verified | Not enough data | 

#### Functionality

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Ticketing System** | 9.5 (343 reviews) ✓ Verified | Not enough data | 
| **Performance Logging** | 8.7 (269 reviews) ✓ Verified | Not enough data | 
| **Alerting** | 8.7 (267 reviews) ✓ Verified | Not enough data | 
| **Automation** | 8.8 (310 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Autonomous Task Execution** | 7.9 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 6.9 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 8.5 (13 reviews) | Not enough data | 
| **Adaptive Learning** | 7.4 (7 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.1 (7 reviews) | Not enough data | 
| **Proactive Assistance** | 8.1 (9 reviews) | Not enough data | 
| **Decision Making** | 8.0 (9 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Help Scout** | 8.7/10 | 16 |

#### Channels

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 9.7 (11 reviews) | 
| **Open Listening** | Not enough data | 8.6 (7 reviews) | 
| **Physical Media** | Not enough data | 8.1 (6 reviews) | 

#### Design

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | 7.7 (8 reviews) | 
| **Create Content** | Not enough data | 8.8 (7 reviews) | 
| **Personalization** | Not enough data | 8.5 (11 reviews) | 
| **Inbound Identification** | Not enough data | 9.1 (11 reviews) | 
| **Regulatory Compliance** | Not enough data | 9.3 (10 reviews) | 

#### Generative AI

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Help Scout** | 8.9/10 | 66 |

#### Productivity Tools

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Notes** | Not enough data | 9.4 (59 reviews) | 
| **Internal Discussion** | Not enough data | 9.0 (56 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.9 (52 reviews) | 
| **Workflows** | Not enough data | 9.0 (52 reviews) | 
| **Templates** | Not enough data | 9.1 (53 reviews) | 
| **Integrations** | Not enough data | 8.5 (47 reviews) | 
| **Tagging System** | Not enough data | 9.2 (59 reviews) | 

#### Analytics

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Trends** | Not enough data | 8.3 (39 reviews) | 
| **Performance Tracking** | Not enough data | 8.5 (50 reviews) | 
| **Email Tracking** | Not enough data | Feature Not Available | 

#### Agentic AI - Shared Inbox

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.4/10 | 368 |
| **Help Scout** | N/A | N/A |

#### Monitoring

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Constant Monitoring** | 8.3 (267 reviews) ✓ Verified | Not enough data | 
| **Timely Alerts** | 8.6 (303 reviews) ✓ Verified | Not enough data | 
| **TIcket Accuracy** | 8.8 (320 reviews) ✓ Verified | Not enough data | 
| **AI Monitoring** | 6.1 (26 reviews) | Not enough data | 

#### Management Tools

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Ticket Assignment** | 9.0 (341 reviews) ✓ Verified | Not enough data | 
| **Standardization** | 8.9 (331 reviews) | Not enough data | 
| **Lifecycle Visualization** | 8.5 (295 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **AI Text Generation** | 7.8 (137 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (136 reviews) | Not enough data | 

#### Agentic AI - Incident Management

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Autonomous Task Execution** | 5.6 (6 reviews) | Not enough data | 
| **Multi-step Planning** | 5.6 (6 reviews) | Not enough data | 
| **Cross-system Integration** | 5.8 (6 reviews) | Not enough data | 
| **Adaptive Learning** | 7.0 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.3 (5 reviews) | Not enough data | 
| **Proactive Assistance** | 7.0 (5 reviews) | Not enough data | 
| **Decision Making** | 7.0 (5 reviews) | Not enough data | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Help Scout** | N/A | N/A |

#### Asset Inventory

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Hardware Asset Inventory** | Not enough data | Not enough data | 
| **Software Asset Inventory** | Not enough data | Not enough data | 
| **Cloud Asset Inventory** | Not enough data | Not enough data | 
| **Mobile Asset Inventory** | Not enough data | Not enough data | 
| **Asset Discovery** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Generation** | Not enough data | Not enough data | 

#### Agentic AI - IT Asset Management

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **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 | 

#### Management

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Central Dashboard** | Not enough data | Not enough data | 
| **Asset Policy Management** | Not enough data | Not enough data | 
| **Risk Management** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Help Scout** | 8.6/10 | 70 |

#### Conversational Platform

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Personalization** | Not enough data | 8.3 (57 reviews) | 
| **Omnichannel** | Not enough data | 8.5 (31 reviews) | 
| **Contextual Engagement** | Not enough data | 8.7 (33 reviews) | 
| **Proactive Engagement** | Not enough data | 8.4 (36 reviews) | 

#### Support Automation

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.4 (36 reviews) | 
| **Seamless Escalation** | Not enough data | 8.8 (42 reviews) | 
| **Transcripts** | Not enough data | 8.4 (34 reviews) | 
| **Self-Serve Support** | Not enough data | 9.0 (36 reviews) | 

#### Generative AI

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Email Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Help Scout** | N/A | N/A |

#### Sorting & Filtering

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Attachment Search** | Not enough data | Not enough data | 
| **Tags** | Not enough data | Not enough data | 
| **AI Sorting** | Not enough data | Not enough data | 
| **Predefined Rules** | Not enough data | Not enough data | 

#### Integrations

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Microsoft Outlook Integration** | Not enough data | Not enough data | 
| **Gmail Integration** | Not enough data | Not enough data | 
| **Apple Calendar Integration** | Not enough data | Not enough data | 

#### Time Management

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Unified Inbox** | Not enough data | Not enough data | 
| **Email Automation** | Not enough data | Not enough data | 
| **Snooze** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Email Management

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Help Scout** | 8.5/10 | 135 |

#### Generative AI

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Communication

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.9 (30 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.9 (32 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | Feature Not Available | 
| **In-App Messaging** | Not enough data | 8.2 (22 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | Feature Not Available | 

####  Internal Use

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Customization ** | Not enough data | 7.7 (93 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.7 (29 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 7.9 (18 reviews) ✓ Verified | 
| **Knowledge Base** | Not enough data | 9.1 (35 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 9.5 (33 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.4 (30 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 6.9/10 | 153 |
| **Help Scout** | 8.6/10 | 128 |

#### Generative AI

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **AI Text Summarization** | 7.2 (76 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Knowledge Base** | 8.4 (140 reviews) | 8.7 (108 reviews) | 
| **Searchable Articles** | 8.7 (134 reviews) | 8.3 (103 reviews) | 
| **Community Forums** | 7.1 (113 reviews) | Feature Not Available | 
| **Mobile Optimization** | 7.6 (115 reviews) | 8.3 (26 reviews) | 
| **Personalization** | 8.2 (134 reviews) | 8.5 (29 reviews) | 

#### Self-Service Platform

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Branding** | 8.5 (135 reviews) | 8.8 (28 reviews) | 
| **Automation** | 8.7 (140 reviews) | 8.7 (32 reviews) | 
| **Artificial Intelligence** | 7.1 (108 reviews) | Feature Not Available | 
| **Integrations** | 8.1 (130 reviews) | 8.7 (29 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Autonomous Task Execution** | 6.0 (5 reviews) | Not enough data | 
| **Multi-step Planning** | 5.3 (5 reviews) | Not enough data | 
| **Cross-system Integration** | 5.3 (5 reviews) | Not enough data | 
| **Adaptive Learning** | 5.3 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | 5.3 (5 reviews) | Not enough data | 
| **Proactive Assistance** | 5.0 (5 reviews) | Not enough data | 
| **Decision Making** | 5.3 (5 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Help Scout** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.1/10 | 70 |
| **Help Scout** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **AI Text Generation** | 7.7 (70 reviews) | Not enough data | 

#### Agentic AI - IT Alerting

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | 7.0 (5 reviews) | Not enough data | 
| **Cross-system Integration** | 7.0 (5 reviews) | Not enough data | 
| **Adaptive Learning** | 7.0 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | 7.0 (5 reviews) | Not enough data | 
| **Decision Making** | 7.0 (5 reviews) | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.0/10 | 844 |
| **Help Scout** | N/A | N/A |

#### Incident Management

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Automate Ticket Routing** | 9.1 (737 reviews) | Not enough data | 
| **Ticket Prioritization** | 8.9 (737 reviews) | Not enough data | 
| **Ticket Notifications** | 9.0 (796 reviews) | Not enough data | 
| **Knowledge Base** | 8.6 (729 reviews) | Not enough data | 
| **Knowledge Base/Ticket Integration** | 8.6 (695 reviews) | Not enough data | 

#### Reporting

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Dashboards** | 8.6 (775 reviews) | Not enough data | 
| **Time Tracking** | 8.2 (639 reviews) | Not enough data | 
| **Surveys** | 8.2 (615 reviews) | Not enough data | 

#### Access & Usability

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Mobile** | 8.4 (701 reviews) | Not enough data | 
| **Self Service** | 8.9 (728 reviews) | Not enough data | 
| **Active Directory** | 8.5 (550 reviews) | Not enough data | 
| **Multi-Channel Access** | 8.6 (562 reviews) | Not enough data | 

#### Agentic AI - Service Desk

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 6.7 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 7.1 (8 reviews) | Not enough data | 
| **Adaptive Learning** | 7.0 (9 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.1 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 6.7 (8 reviews) | Not enough data | 
| **Decision Making** | 6.7 (8 reviews) | Not enough data | 

### Enterprise IT Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.2/10 | 364 |
| **Help Scout** | N/A | N/A |

#### Analysis

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Threat Detection** | 7.5 (173 reviews) | Not enough data | 

#### Platform

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Unified Communications Platform** | 8.3 (232 reviews) | Not enough data | 
| **Remote Access** | 8.2 (212 reviews) | Not enough data | 
| **ITIL Policy Compliance** | 8.7 (255 reviews) | Not enough data | 
| **Asset Tracking** | 8.4 (283 reviews) | Not enough data | 
| **IT Knowledge Management** | 8.7 (315 reviews) | Not enough data | 

#### Security

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **Endpoint Protection** | 7.8 (178 reviews) | Not enough data | 
| **Patch Management** | 7.0 (107 reviews) | Not enough data | 
| **Disaster Recovery** | 7.5 (166 reviews) | Not enough data | 
| **Service Management** | 8.9 (283 reviews) | Not enough data | 
| **Workflow Management** | 8.8 (286 reviews) | Not enough data | 

#### Agentic AI - Enterprise IT Management

| Feature | Freshservice | Help Scout | 
|---|---|---|
| **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 (2):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Freshservice (7):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Incident Management Software](https://www.g2.com/categories/incident-management), [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Help Scout (6):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Email Management Software](https://www.g2.com/categories/email-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshservice | Help Scout | 
|---|---|---|
| **Small-Business** | 17.6% | 62.0% | 
| **Mid-Market** | 61.9% | 33.7% | 
| **Enterprise** | 20.5% | 4.4% | 

### By Industry

#### Freshservice

- **Information Technology and Services:** 19.8%
- **Computer Software:** 5.5%
- **Construction:** 4.5%
- **Financial Services:** 3.5%
- **Education Management:** 3.5%
- **Hospital & Health Care:** 3.5%
- **Retail:** 3.1%
- **Computer & Network Security:** 2.6%
- **Non-Profit Organization Management:** 2.4%
- **Marketing and Advertising:** 2.0%
- **Other:** 49.7%

#### Help Scout

- **Computer Software:** 21.2%
- **Information Technology and Services:** 9.9%
- **Internet:** 7.5%
- **Marketing and Advertising:** 4.3%
- **Financial Services:** 4.1%
- **Retail:** 4.1%
- **Consumer Services:** 3.8%
- **Real Estate:** 3.6%
- **Hospital & Health Care:** 3.4%
- **Health, Wellness and Fitness:** 2.4%
- **Other:** 35.8%

---
## Alternatives

### Alternatives to Freshservice

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4306 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1866 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1145 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (952 reviews)

### Alternatives to Help Scout

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 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 (7616 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)

---
## Top Discussions

### Freshservice

- Title: [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) — 12 comments, 1 upvote
  > **Top comment:** "So far, great.  I've only worked with them twice, but both times the answer came back within 24 hours."
- Title: [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) — 3 comments, 1 upvote
  > **Top comment:** "We use it as a ticketing tool that helps us manage requests and assign them to specified employees for resolution. It also helps us track our service..."
- Title: [Whats the best way to populate our inventory?](https://www.g2.com/discussions/whats-the-best-way-to-populate-our-inventory) — 3 comments, 1 upvote
  > **Top comment:** "Hello, honestly that was the only thing I had issue with Fresh Service, there are different ways to do inventory on it, but none are perfect.
Option 1 using..."
- Title: [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) — 2 comments, 1 upvote
  > **Top comment:** "No Sergio, we are purely a SAAS Application. But the Security concerns of On.Prem Apps are 100% resolved in Freshworks Ecosystem. As we are hosted on AWS..."
- Title: [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) — 2 comments, 1 upvote
  > **Top comment:** "Freshservice definitely has API hooks into the Google environment.  There are also several in-app ways to create automation but you may not be able to modify..."

### Help Scout

- Title: [What should I look for in a ticketing system?](https://www.g2.com/discussions/what-should-i-look-for-in-a-ticketing-system) — 2 comments
  > **Top comment:** "What you're looking for in a ticketing system is going to depend on your specific processes for reactively and proactively supporting your customers.

I..."
- Title: [Why sometimes the messages are not merged by themself?](https://www.g2.com/discussions/why-sometimes-the-messages-are-not-merged-by-themself) — 2 comments, 1 upvote
  > **Top comment:** "I think you need to contact support as I do not have had this issue in the last 3 years (+4100 conversations currently recorded)."
- Title: [Is Helpscout a CRM?](https://www.g2.com/discussions/is-helpscout-a-crm) — 1 comment
  > **Top comment:** "No. Help Scout is an excellent tool for answering customer questions. It can be powerfully integrated with a CRM by syncing Help Scout information back to..."
- Title: [What is customer support software?](https://www.g2.com/discussions/what-is-customer-support-software) — 1 comment
  > **Top comment:** "Customer support software is a centralized tool for receiving and responding to feedback. Typical systems allow customers to submit messages or report..."
- Title: [Could there be a voice call integration in the app in the future?](https://www.g2.com/discussions/could-there-be-a-voice-call-integration-in-the-app-in-the-future) — 1 comment, 1 upvote
  > **Top comment:** "Hey RolynnAnne,

I'm Anthony, a member of Help Scout's support team. We have an existing integration (included in all of our plans) with Aircall that..."

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