# Freshchat vs Freshdesk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in managing client support tickets, with users appreciating its ability to organize tickets with updated statuses for easy tracking and resolution. This level of organization is crucial for maintaining customer satisfaction, especially in busy support environments.
- **Users say** FreshChat shines in consolidating customer conversations across multiple platforms into a single dashboard, which helps teams respond quickly and avoid missing messages. This feature enhances overall organization and efficiency, making it a favorite for those managing diverse communication channels.
- **According to verified reviews** , Freshdesk's automation capabilities, such as ticket flow configuration and automatic ticket creation for user issues, are highly praised. This automation not only streamlines processes but also reduces the manual workload for support teams.
- **Reviewers mention** that FreshChat's AI chatbot, AI Freddy, is particularly helpful for speeding up customer responses. Users find the configuration of bot flows straightforward, which allows for quick adjustments to meet specific business needs, enhancing the overall customer experience.
- **Users highlight** that while Freshdesk has a robust feature set for ticket management, it may not be as intuitive for new users compared to FreshChat, which is noted for its user-friendly inbox and ease of use. This difference can impact the onboarding experience for teams new to customer support software.
- **G2 reviewers indicate** that Freshdesk has a significantly higher overall satisfaction score compared to FreshChat, reflecting its strong market presence and user trust. However, FreshChat's recent positive feedback suggests it is making strides in improving user experience, particularly with its AI features and multi-platform management.



| | Freshchat | Freshdesk | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 501 | 3,768 | 
| **Largest Market Segment** | Small-Business (58.0% of reviews) | Small-Business (48.6% 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 (223 reviews)
- Features (158 reviews)

Cons:
- Missing Features (69 reviews)
- Limited Features (62 reviews)

---
## Ratings Comparison
| Rating | Freshchat | Freshdesk | 
|---|---|---|
  | **Meets Requirements** | 8.6 (404 reviews) | 8.6 (3295 reviews) | 
  | **Ease of Use** | 9.1 (407 reviews) | 8.9 (3320 reviews) | 
  | **Ease of Setup** | 8.7 (261 reviews) | 8.6 (2377 reviews) | 
  | **Ease of Admin** | 9.0 (247 reviews) | 8.7 (2202 reviews) | 
  | **Quality of Support** | 8.7 (398 reviews) | 8.7 (3194 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (243 reviews) | 8.8 (2125 reviews) | 
  | **Product Direction (% positive)** | 9.0 (406 reviews) | 8.8 (3262 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

### Artificial Intelligence

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

#### Additional Functionality

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Tagging** | Not enough data | Not enough data | 
| **Natural Language Processing** | Not enough data | Not enough data | 
| **Data Extraction** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Speech Recognition** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Data Storage Management** | Not enough data | Not enough data | 
| **Virtual Personal Assistant (VPA)** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customer Segmentation** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **For eCommerce** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **For Sales Teams/Organizations** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Collaboration & Productivity

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

#### Additional Functionality

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **To-Do List** | Not enough data | Not enough data | 
| **@mentions** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **File Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Screen Sharing** | Not enough data | Not enough data | 
| **Content Management** | Not enough data | Not enough data | 
| **Brainstorming** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **File Transfer** | Not enough data | Not enough data | 
| **Calendar Management** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Version Control** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Real Time Editing** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Assignment Management** | Not enough data | Not enough data | 
| **Task Scheduling** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Task Progress Tracking** | Not enough data | Not enough data | 
| **Discussions/Forums** | Not enough data | Not enough data | 
| **Commenting/Notes** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Video Conferencing** | Not enough data | Not enough data | 
| **Progress Tracking** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Freshdesk** | 8.4/10 | 16 |

#### Dashboard

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Dashboard** | Not enough data | Not enough data | 

#### Speech Recognition

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Speech Recognition** | Not enough data | Not enough data | 

#### Compliance Management

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Compliance Management** | Not enough data | Not enough data | 

#### Autonomous Task Execution

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 

#### Sentiment Analysis

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Data Security

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Data Security** | Not enough data | Not enough data | 

#### Third-Party Integration

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Third-Party Integration** | Not enough data | Not enough data | 

#### Human-in-the-loop (HITL)

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Human-in-the-loop (HITL)** | Not enough data | Not enough data | 

#### Agentic Task Execution

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Agentic Task Execution** | Not enough data | Not enough data | 

#### Natural Language Processing

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Natural Language Processing** | Not enough data | Not enough data | 

#### Conversational AI

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Conversational AI** | Not enough data | Not enough data | 

#### Performance Metrics

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Performance Metrics** | Not enough data | Not enough data | 

#### Interaction Tracking

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Interaction Tracking** | Not enough data | Not enough data | 

#### Knowledge Base Management

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### CRM Integration

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **CRM Integration** | Not enough data | Not enough data | 

#### Inquiry Routing

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Inquiry Routing** | Not enough data | Not enough data | 

#### Contextual Guidance

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Contextual Guidance** | Not enough data | Not enough data | 

#### Communications Management

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Communications Management** | Not enough data | Not enough data | 

#### Proactive Chat

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Proactive Chat** | Not enough data | Not enough data | 

#### Ticket Management

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Ticket Management** | Not enough data | Not enough data | 

#### 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 | 8.5 (10 reviews) | 

#### Automation

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 9.3 (9 reviews) | 
| **Feedback Collection** | Not enough data | 8.7 (9 reviews) | 
| **Document Processing** | Not enough data | 9.1 (9 reviews) | 

#### Autonomy

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 6.9 (9 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) | 

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Freshdesk** | 8.1/10 | 2609 |

#### Ticket and Case Management

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.9 (2262 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.8 (2272 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.5 (2197 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.5 (2072 reviews) ✓ Verified | 
| **SLA Management** | Not enough data | 8.3 (1811 reviews) ✓ Verified | 
| **Attachments/Screencasts** | Not enough data | 8.5 (2095 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.7 (2032 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 8.3 (1382 reviews) ✓ Verified | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.3 (330 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (325 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.1 (57 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.9 (57 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (56 reviews) | 

#### Communication Channels

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.6 (1928 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.9 (2093 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 8.4 (1319 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | 8.0 (1192 reviews) ✓ Verified | 
| **Voice** | Not enough data | 7.9 (938 reviews) ✓ Verified | 
| **Video Chat** | Not enough data | Not enough data | 

#### 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 (1550 reviews) ✓ Verified | 
| **Third-Party Integrations** | Not enough data | 8.3 (1158 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.0 (1881 reviews) ✓ Verified | 
| **Activity Dashboard** | Not enough data | 8.3 (1966 reviews) ✓ Verified | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Automated Routing** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Gamification** | Not enough data | Not enough data | 
| **Conversation Intelligence** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Key Performance Indicators** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Task Automation** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Data Security** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### 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 | 
| **Video Chat** | 9.4 (48 reviews) ✓ Verified | Not enough data | 
| **Customization Interface** | 9.1 (48 reviews) ✓ Verified | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Channels

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Social Media Integration** | 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 | 
| **Multi-Channel Marketing** | Not enough data | Not enough data | 

#### Customers

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Audience 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 | 
| **Customer Service Analytics** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | 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 | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Customizable Fields** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Lead Nurturing** | Not enough data | Not enough data | 
| **Human Handover** | Not enough data | Not enough data | 
| **Lead Management** | Not enough data | Not enough data | 
| **Product Recommendations** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **SMS Messaging** | Not enough data | Not enough data | 
| **Appointment Management** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Lead Distribution** | Not enough data | Not enough data | 
| **Campaign Segmentation** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **A/B Testing** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Real-time Conversations** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **Contact Database** | Not enough data | Not enough data | 
| **Customer Segmentation** | Not enough data | Not enough data | 
| **One-to-One Messaging** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Campaign Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Lead Capture** | Not enough data | Not enough data | 
| **Appointment Scheduling** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Event Triggered Actions** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Group Messaging** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customer Database** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Email Automation** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Engagement Tracking** | 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 (335 reviews) | 
| **Physical Media** | Not enough data | 7.5 (323 reviews) | 

#### Design

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | 8.2 (331 reviews) | 
| **Create Content** | Not enough data | 7.8 (335 reviews) | 
| **Personalization** | Not enough data | 8.3 (356 reviews) | 
| **Inbound Identification** | Not enough data | 8.3 (344 reviews) | 
| **Regulatory Compliance** | Not enough data | 8.4 (332 reviews) | 
| **Batch Communications** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **On-Demand Communications** | Not enough data | Not enough data | 
| **Interactive Content** | Not enough data | Not enough data | 

#### 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) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Customer Database** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **SMS Messaging** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Content Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Video Support** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Freshdesk** | 8.4/10 | 293 |

#### Usability

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.7 (263 reviews) | 
| **Supporting Documents** | Not enough data | 8.7 (259 reviews) | 
| **Two-Way Communication** | Not enough data | 8.8 (251 reviews) | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.6 (245 reviews) | 
| **Trend Analysis** | Not enough data | 8.5 (241 reviews) | 
| **Performance Monitoring** | Not enough data | 8.6 (253 reviews) | 
| **Social Media Monitoring** | Not enough data | Not enough data | 

#### 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) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Social Media Integration** | Not enough data | Not enough data | 
| **Survey/Poll Management** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Customer Complaint Tracking** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Case Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 
| **Real-Time Updates** | Not enough data | Not enough data | 
| **Corrective and Preventive Actions (CAPA)** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Multi-Channel Management** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Routing** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Widgets** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Quality Assurance** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Issue Tracking** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | 
| **Customer Service Analytics** | Not enough data | Not enough data | 
| **Assignment Management** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Forms Management** | Not enough data | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Freshdesk** | 8.3/10 | 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 (227 reviews) | 

#### Analytics

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Trends** | Not enough data | 8.3 (204 reviews) | 
| **Performance Tracking** | Not enough data | 8.5 (214 reviews) | 
| **Email Tracking** | Not enough data | 8.6 (212 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.9 (12 reviews) | 
| **Decision Making** | Not enough data | 7.1 (14 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 8.7/10 | 118 |
| **Freshdesk** | N/A | N/A |

#### Responses

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Customization** | 8.4 (104 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 (101 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 | 
| **Augmented Analytics** | Not enough data | Not enough data | 
| **Proactive Chat** | Not enough data | 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 | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Customer Surveys** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 
| **Transcripts/Chat History** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Pre-Configured Bot** | Not enough data | Not enough data | 
| **Lead Capture** | Not enough data | Not enough data | 
| **Code-free Development** | Not enough data | Not enough data | 
| **Natural Language Processing** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **For Sales/Marketing** | Not enough data | Not enough data | 
| **Contextual Guidance** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Customer Support** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Intent Recognition** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **Query Suggestions** | Not enough data | Not enough data | 
| **Transfers/Routing** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **AI/Machine Learning** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | 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 | 338 |
| **Freshdesk** | 8.4/10 | 1887 |

#### 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) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Communication

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Pop-up Chat** | 9.2 (281 reviews) ✓ Verified | 8.8 (583 reviews) ✓ Verified | 
| **Notifications** | 8.5 (296 reviews) ✓ Verified | 8.7 (602 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) | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Real-time Consumer-facing Chat** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Customization ** | 8.5 (273 reviews) ✓ Verified | 8.1 (1661 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.7 (270 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 (255 reviews) ✓ Verified | 8.8 (519 reviews) ✓ Verified | 
| **Customer Profiles** | 8.5 (256 reviews) ✓ Verified | 8.6 (547 reviews) ✓ Verified | 

#### Additional Functionality

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Transfers/Routing** | Not enough data | Not enough data | 
| **Geotargeting** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Transcripts/Chat History** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Screen Sharing** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Offline Form** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 

### 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 | 533 |

#### 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 (163 reviews) | 
| **Tickets** | 9.4 (48 reviews) | 9.3 (485 reviews) | 
| **Macros** | 9.2 (42 reviews) | 8.6 (372 reviews) | 

#### Channels

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Email** | 9.2 (50 reviews) | 9.2 (480 reviews) | 
| **Social** | 9.2 (53 reviews) | 8.7 (416 reviews) | 
| **Live Chat** | 9.5 (53 reviews) | 8.8 (377 reviews) | 
| **Phone** | 9.0 (43 reviews) | 8.5 (341 reviews) | 
| **Text** | 9.3 (44 reviews) | 8.3 (59 reviews) | 

#### Insight

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Surveys** | 9.2 (41 reviews) | 8.6 (383 reviews) | 
| **Reporting** | 8.9 (49 reviews) | 8.7 (170 reviews) | 
| **Visitor Activity** | 9.2 (46 reviews) | 8.6 (374 reviews) | 
| **Help Desk** | 9.1 (48 reviews) | 9.1 (446 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) | 

### Player Support Platforms

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

#### Player Support Channels - Player Support Platforms

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **In-Game Support** | Not enough data | Not enough data | 
| **Multi-Channel Access** | Not enough data | Not enough data | 
| **Self-Service Help Center** | Not enough data | Not enough data | 

#### Support Operations - Player Support Platforms

| Feature | Freshchat | Freshdesk | 
|---|---|---|
| **Automated Resolution** | Not enough data | Not enough data | 
| **Player Context** | Not enough data | Not enough data | 
| **Case Management** | Not enough data | Not enough data | 

### 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 (6):** [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), [Player Support Platforms](https://www.g2.com/categories/player-support-platforms)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshchat | Freshdesk | 
|---|---|---|
| **Small-Business** | 58.0% | 48.6% | 
| **Mid-Market** | 35.8% | 39.8% | 
| **Enterprise** | 6.2% | 11.6% | 

### By Industry

#### Freshchat

- **Information Technology and Services:** 10.3%
- **Computer Software:** 9.9%
- **Consumer Services:** 8.0%
- **Financial Services:** 5.6%
- **Retail:** 5.2%
- **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:** 17.0%
- **Computer Software:** 12.8%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.7%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

---
## Alternatives

### Alternatives to Freshchat

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3907 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7052 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1962 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1255 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (812 reviews)
- [Crisp](https://www.g2.com/products/crisp/reviews) — 4.5/5 stars (202 reviews)
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- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7877 reviews)

### Alternatives to Freshdesk

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3907 reviews)
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- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
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- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1537 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1962 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7877 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7358 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2920 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1115 reviews)

---
## 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: [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) — 2 comments, 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..."
- 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..."

### 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: [What is the difference between freshdesk and Freshservice?](https://www.g2.com/discussions/what-is-the-difference-between-freshdesk-and-freshservice) — 2 comments
  > **Top comment:** "Freshdesk and Freshservice are both customer support and helpdesk software solutions developed by Freshworks Inc. These platforms cater to different aspects..."
- 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"

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