# FreshChat vs Freshdesk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in overall user satisfaction, with a significantly higher G2 Score compared to FreshChat. Users appreciate its structured ticket management and automation features, which streamline customer support tasks and reduce manual work.
- **Users say** that Freshdesk's interface is clean and easy to navigate, making it less stressful for agents to handle multiple customer queries simultaneously. This is particularly beneficial for teams that manage high volumes of tickets daily.
- **Reviewers mention** that FreshChat offers a simple and intuitive experience for everyday customer communication. Users find it easy to engage with clients across various channels, which enhances their ability to connect effectively, especially during busy periods.
- **According to verified reviews** , Freshdesk's implementation process is praised for its quick onboarding, allowing new hires to start handling tickets efficiently without extensive training. This contrasts with FreshChat, which, while user-friendly, may not have the same level of structured support for new users.
- **Users highlight** that Freshdesk provides robust customization options, enabling teams to adapt workflows to their specific needs. This flexibility is a key advantage for businesses looking to tailor their customer support processes, whereas FreshChat, while effective, may not offer the same depth of customization.
- **G2 reviewers note** that FreshChat shines in its live chat capabilities, receiving high marks for handling multiple conversations without overwhelming users. However, Freshdesk's comprehensive ticketing system and automation features often provide a more holistic approach to customer support, making it a preferred choice for many organizations.



| | FreshChat | Freshdesk | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 498 | 3,741 | 
| **Largest Market Segment** | Small-Business (57.9% of reviews) | Small-Business (48.7% of reviews) | 
| **Entry Level Price** | $0.00 | $19.00 1 User per month billed annually Per Month | 

---
## Top Pros & Cons

### FreshChat

Pros:
- Ease of Use (14 reviews)
- Helpful (10 reviews)

Cons:
- AI Limitations (5 reviews)
- Chatbot Issues (5 reviews)

### Freshdesk

Pros:
- Ease of Use (352 reviews)
- Features (237 reviews)

Cons:
- Missing Features (115 reviews)
- Ticketing Issues (93 reviews)

---
## Ratings Comparison
| Rating | FreshChat | Freshdesk | 
|---|---|---|
  | **Meets Requirements** | 8.7 (402 reviews) | 8.6 (3275 reviews) | 
  | **Ease of Use** | 9.1 (404 reviews) | 8.9 (3297 reviews) | 
  | **Ease of Setup** | 8.8 (258 reviews) | 8.6 (2353 reviews) | 
  | **Ease of Admin** | 9.0 (245 reviews) | 8.7 (2199 reviews) | 
  | **Quality of Support** | 8.8 (396 reviews) | 8.7 (3173 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (241 reviews) | 8.8 (2122 reviews) | 
  | **Product Direction (% positive)** | 9.0 (403 reviews) | 8.8 (3243 reviews) | 

---
## Pricing

### FreshChat

#### Entry-Level Pricing

Plan: Free

Price: $0.00

Key Features:
- Chatbot builder
- Chatbot analytics
- Inbox Views

[Browse all 4 editions](https://www.g2.com/products/freshworks-freshchat/pricing)

#### Free Trial

Yes

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Freshdesk** | 8.1/10 | 2584 |

#### Ticket and Case Management

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.9 (2248 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.8 (2261 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.5 (2189 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.5 (2066 reviews) ✓ Verified | 
| **SLA Management** | Not enough data | 8.3 (1809 reviews) ✓ Verified | 
| **Attachments/Screencasts** | Not enough data | 8.5 (2093 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.7 (2025 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 8.3 (1377 reviews) ✓ Verified | 

#### Generative AI

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.3 (330 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (326 reviews) | 

#### Agentic AI - Help Desk

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.1 (57 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.8 (56 reviews) | 
| **Proactive Assistance** | Not enough data | 7.3 (57 reviews) | 

#### Communication Channels

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.6 (1926 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.9 (2090 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 8.4 (1316 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | 8.0 (1191 reviews) ✓ Verified | 
| **Voice** | Not enough data | 7.9 (936 reviews) ✓ Verified | 

#### Platform

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Mobile User Support** | Not enough data | 8.1 (1159 reviews) ✓ Verified | 
| **Customization ** | 8.5 (273 reviews) ✓ Verified | 8.1 (1661 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.6 (1549 reviews) ✓ Verified | 
| **Integration** | Not enough data | 8.3 (1154 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.0 (1878 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.3 (1965 reviews) ✓ Verified | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | 8.9/10 | 52 |
| **Freshdesk** | N/A | N/A |

#### Messenger

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Sequencing** | 8.9 (43 reviews) ✓ Verified | Not enough data | 
| **AI** | 8.4 (45 reviews) ✓ Verified | Not enough data | 
| **Live Chat** | 9.4 (48 reviews) ✓ Verified | Not enough data | 
| **Customization Interface** | 9.1 (48 reviews) ✓ Verified | Not enough data | 

#### Channels

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Social Media** | 8.7 (38 reviews) ✓ Verified | Not enough data | 
| **Website** | 9.0 (45 reviews) ✓ Verified | Not enough data | 
| **Text Message (SMS)** | 8.8 (32 reviews) | Not enough data | 
| **Voice Assistants** | 9.0 (32 reviews) ✓ Verified | Not enough data | 
| **Other** | 8.9 (37 reviews) ✓ Verified | Not enough data | 

#### Customers

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Targeting** | 9.0 (41 reviews) ✓ Verified | Not enough data | 
| **Profiles** | 8.8 (43 reviews) ✓ Verified | Not enough data | 
| **Analytics** | 8.6 (44 reviews) ✓ Verified | Not enough data | 
| **Lead Gathering** | 8.9 (38 reviews) ✓ Verified | Not enough data | 
| **Sales Conversion** | 8.9 (38 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **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 | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Freshdesk** | 8.0/10 | 404 |

#### Channels

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 8.4 (358 reviews) | 
| **Open Listening** | Not enough data | 8.0 (334 reviews) | 
| **Physical Media** | Not enough data | 7.5 (323 reviews) | 

#### Design

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | 8.2 (332 reviews) | 
| **Create Content** | Not enough data | 7.8 (335 reviews) | 
| **Personalization** | Not enough data | 8.3 (357 reviews) | 
| **Inbound Identification** | Not enough data | 8.3 (345 reviews) | 
| **Regulatory Compliance** | Not enough data | 8.4 (332 reviews) | 

#### Generative AI

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (263 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (263 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Freshdesk** | 8.4/10 | 294 |

#### Usability

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.8 (264 reviews) | 
| **Supporting Documents** | Not enough data | 8.7 (260 reviews) | 
| **Two-Way Communication** | Not enough data | 8.8 (251 reviews) | 

#### Reporting

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.6 (246 reviews) | 
| **Trend Analysis** | Not enough data | 8.5 (241 reviews) | 
| **Performance Monitoring** | Not enough data | 8.6 (254 reviews) | 

#### Generative AI

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (178 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (178 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Freshdesk** | 8.4/10 | 269 |

#### Productivity Tools

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Notes** | Not enough data | 8.9 (237 reviews) | 
| **Internal Discussion** | Not enough data | 8.7 (222 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.6 (225 reviews) | 
| **Workflows** | Not enough data | 8.7 (229 reviews) | 
| **Templates** | Not enough data | 8.7 (232 reviews) | 
| **Integrations** | Not enough data | 8.3 (209 reviews) | 
| **Tagging System** | Not enough data | 8.7 (228 reviews) | 

#### Analytics

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Trends** | Not enough data | 8.3 (205 reviews) | 
| **Performance Tracking** | Not enough data | 8.5 (215 reviews) | 
| **Email Tracking** | Not enough data | 8.6 (212 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.2 (13 reviews) | 
| **Decision Making** | Not enough data | 7.3 (15 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | 8.7/10 | 117 |
| **Freshdesk** | N/A | N/A |

#### Responses

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Customization** | 8.5 (103 reviews) | Not enough data | 
| **Control** | 8.6 (104 reviews) | Not enough data | 
| **Route To Human** | 8.9 (102 reviews) | Not enough data | 
| **Menu bars** | 8.7 (99 reviews) | Not enough data | 
| **Drip sequences** | 8.6 (83 reviews) | Not enough data | 

#### Platform

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Live chat** | 9.2 (105 reviews) | Not enough data | 
| **Integrations** | 8.9 (100 reviews) | Not enough data | 
| **Branding** | 8.8 (100 reviews) | Not enough data | 
| **Analytics** | 8.5 (99 reviews) | Not enough data | 
| **A/B testing** | 8.4 (78 reviews) | Not enough data | 
| **Role-based access** | 9.0 (93 reviews) | Not enough data | 
| **Collection of information** | 8.8 (94 reviews) | Not enough data | 

#### Generative AI

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **AI Text Generation** | 8.4 (42 reviews) | Not enough data | 
| **AI Text Summarization** | 8.6 (42 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | 8.6/10 | 165 |
| **Freshdesk** | 8.1/10 | 500 |

#### Conversational Platform

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Personalization** | 8.6 (148 reviews) | 8.3 (432 reviews) | 
| **Omnichannel** | Feature Not Available | 8.3 (378 reviews) | 
| **Contextual Engagement** | 8.5 (127 reviews) | 8.3 (371 reviews) | 
| **Proactive Engagement** | 8.6 (111 reviews) | 8.4 (307 reviews) | 

#### Support Automation

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Intelligent Routing** | 8.6 (133 reviews) | 8.4 (388 reviews) | 
| **Seamless Escalation** | 8.6 (135 reviews) | 8.4 (408 reviews) | 
| **Transcripts** | 8.5 (134 reviews) | 8.3 (373 reviews) | 
| **Self-Serve Support** | 8.8 (116 reviews) | 8.2 (314 reviews) | 

#### Generative AI

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **AI Text Generation** | 8.5 (61 reviews) | 7.4 (207 reviews) | 
| **AI Text Summarization** | 8.5 (61 reviews) | 7.4 (203 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | 8.6/10 | 335 |
| **Freshdesk** | 8.4/10 | 1885 |

#### Generative AI

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **AI Text Generation** | 8.5 (73 reviews) | 7.8 (116 reviews) | 
| **AI Text Summarization** | 8.6 (72 reviews) | 7.9 (114 reviews) | 
| **AI Text-to-Speech** | 7.8 (73 reviews) | 7.6 (113 reviews) | 

#### Communication

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Pop-up Chat** | 9.2 (281 reviews) ✓ Verified | 8.8 (583 reviews) ✓ Verified | 
| **Notifications** | 8.5 (295 reviews) ✓ Verified | 8.7 (601 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (202 reviews) ✓ Verified | 8.7 (494 reviews) ✓ Verified | 
| **In-App Messaging** | 8.9 (248 reviews) ✓ Verified | 8.5 (199 reviews) | 
| **Co-Browsing** | 8.2 (138 reviews) ✓ Verified | 8.2 (202 reviews) | 

####  Internal Use

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Customization ** | 8.5 (273 reviews) ✓ Verified | 8.1 (1661 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.7 (268 reviews) ✓ Verified | 8.6 (203 reviews) | 
| **Lead Development** | 8.4 (221 reviews) ✓ Verified | 8.2 (186 reviews) | 
| **Knowledge Base** | 8.7 (256 reviews) ✓ Verified | 8.8 (558 reviews) ✓ Verified | 
| **Team Inbox ** | 9.0 (253 reviews) ✓ Verified | 8.8 (519 reviews) ✓ Verified | 
| **Customer Profiles** | 8.5 (255 reviews) ✓ Verified | 8.6 (547 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | 8.7/10 | 114 |
| **Freshdesk** | 8.1/10 | 1122 |

#### Generative AI

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **AI Text Summarization** | 8.9 (33 reviews) | 7.9 (139 reviews) | 

#### Self-Service Experience

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Knowledge Base** | 8.9 (92 reviews) | 8.7 (959 reviews) | 
| **Searchable Articles** | 8.7 (93 reviews) | 8.6 (911 reviews) | 
| **Community Forums** | 8.4 (80 reviews) | 8.3 (682 reviews) | 
| **Mobile Optimization** | 8.5 (67 reviews) | 8.2 (238 reviews) | 
| **Personalization** | 8.6 (69 reviews) | 8.4 (255 reviews) | 

#### Self-Service Platform

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Branding** | 9.1 (74 reviews) | 8.5 (253 reviews) | 
| **Automation** | 8.9 (77 reviews) | 8.6 (260 reviews) | 
| **Artificial Intelligence** | 8.0 (68 reviews) | 8.0 (220 reviews) | 
| **Integrations** | 8.8 (77 reviews) | 8.4 (237 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.7 (16 reviews) | 
| **Multi-step Planning** | Not enough data | 7.7 (15 reviews) | 
| **Cross-system Integration** | Not enough data | 7.9 (16 reviews) | 
| **Adaptive Learning** | Not enough data | 7.7 (17 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.6 (17 reviews) | 
| **Proactive Assistance** | Not enough data | 7.6 (16 reviews) | 
| **Decision Making** | Not enough data | 7.8 (16 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | 9.2/10 | 58 |
| **Freshdesk** | 8.7/10 | 531 |

#### Generative AI

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **AI Text Generation** | 9.2 (23 reviews) | 8.2 (79 reviews) | 
| **AI Text Summarization** | 9.5 (23 reviews) | 8.0 (79 reviews) | 

#### Process

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Mentions** | 9.4 (43 reviews) | 8.6 (162 reviews) | 
| **Tickets** | 9.4 (48 reviews) | 9.3 (484 reviews) | 
| **Macros** | 9.2 (42 reviews) | 8.6 (371 reviews) | 

#### Channels

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Email** | 9.2 (50 reviews) | 9.2 (479 reviews) | 
| **Social** | 9.2 (53 reviews) | 8.7 (415 reviews) | 
| **Live Chat** | 9.5 (53 reviews) | 8.8 (376 reviews) | 
| **Phone** | 9.0 (43 reviews) | 8.5 (340 reviews) | 
| **Text** | 9.3 (44 reviews) | 8.3 (58 reviews) | 

#### Insight

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Surveys** | 9.2 (41 reviews) | 8.6 (382 reviews) | 
| **Reporting** | 8.9 (49 reviews) | 8.7 (169 reviews) | 
| **Visitor Activity** | 9.2 (46 reviews) | 8.6 (373 reviews) | 
| **Help Desk** | 9.1 (48 reviews) | 9.1 (445 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Freshdesk** | 7.7/10 | 91 |

#### Generative AI

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (87 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (85 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Freshdesk** | 8.5/10 | 15 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.9 (9 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.5 (9 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.3 (9 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.5 (9 reviews) | 
| **Multilingual Support** | Not enough data | 8.0 (9 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.0 (9 reviews) | 
| **Feedback Collection** | Not enough data | 8.7 (10 reviews) | 
| **Escalation Handling** | Not enough data | 8.7 (10 reviews) | 
| **Workflow Optimization** | Not enough data | 8.6 (11 reviews) | 

#### Automation

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 9.3 (10 reviews) | 
| **Feedback Collection** | Not enough data | 8.8 (10 reviews) | 
| **Document Processing** | Not enough data | 9.1 (9 reviews) | 

#### Autonomy

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 7.2 (10 reviews) | 
| **Adaptive Responses** | Not enough data | 8.3 (9 reviews) | 
| **Task Execution** | Not enough data | 8.3 (9 reviews) | 
| **Problem Solving** | Not enough data | 8.0 (9 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Freshdesk** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | FreshChat | Freshdesk | 
|---|---|---|
| **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 (5):** [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to FreshChat (2):** [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Chatbots Software](https://www.g2.com/categories/chatbots)

**Unique to Freshdesk (5):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management)


---
## Reviewer Demographics

### By Company Size

| Segment | FreshChat | Freshdesk | 
|---|---|---|
| **Small-Business** | 57.9% | 48.7% | 
| **Mid-Market** | 35.8% | 39.7% | 
| **Enterprise** | 6.2% | 11.6% | 

### By Industry

#### FreshChat

- **Information Technology and Services:** 10.4%
- **Computer Software:** 10.0%
- **Consumer Services:** 8.0%
- **Financial Services:** 5.6%
- **Retail:** 4.8%
- **Marketing and Advertising:** 4.1%
- **Internet:** 3.7%
- **Education Management:** 3.7%
- **Telecommunications:** 3.0%
- **Health, Wellness and Fitness:** 2.8%
- **Other:** 43.9%

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.7%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

---
## Alternatives

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---
## Top Discussions

### FreshChat

- Title: [How do I set up a chat bot to respond to FAQ's automatically?](https://www.g2.com/discussions/how-do-i-set-up-a-chat-bot-to-respond-to-faq-s-automatically) — 3 comments, 1 upvote
  > **Top comment:** "Hey Jonathan. Can we get in touch with you directly ? We will need to train the Bots to understand the FAQs and ensure it also understands Intent and You can..."
- Title: [Can we see the ticket details and the possibility of modification ?](https://www.g2.com/discussions/can-we-see-the-ticket-details-and-the-possibility-of-modification) — 2 comments
  > **Top comment:** "Have you lost hope of ever recovering your money from scam brokers or platform ?? I have good news for you and yes it is 97% possible for you to recover..."
- Title: [Understand Whatsapp integration first if it is critical](https://www.g2.com/discussions/understand-whatsapp-integration-first-if-it-is-critical) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** ""With our Whatsapp integration businesses can
- Engage with their customers on Whatsapp
- Help customers help themselves by talking to a chatbot
- Use..."
- Title: [how  can  we develop Freshdesk Messaging ?](https://www.g2.com/discussions/how-can-we-develop-freshdesk-messaging) — 1 comment *(includes official response)*
  > **Top comment:** "Freshdesk Messaging (now called Freshchat) is a cloud-based product and doesn't need to be updated or developed by the end customers. If you are facing any..."
- Title: [how to merge the fresh desk with the fresh chat and make calls and chats in the same time ?](https://www.g2.com/discussions/how-to-merge-the-fresh-desk-with-the-fresh-chat-and-make-calls-and-chats-in-the-same-time) — 1 comment, 1 upvote
  > **Top comment:** "Recovering your lost bitcoin or funds as the case might be, is not what you can do alone, you’d require the service of a trained specialist. A recovery..."

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"
- Title: [How can Integrate FreashDesk with Zoho Books](https://www.g2.com/discussions/how-can-integrate-freashdesk-with-zoho-books) — 2 comments, 1 upvote
  > **Top comment:** "You can use Zapier to connect the systems.
For example, create a Zap that is triggered by a ticket update in Freshdesk. When the ticket is 'closed' to then..."

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**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshworks-freshchat-vs-freshdesk)