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Freshdesk vs Help Scout Comparison (2026)
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Good recommendations?
Freshdesk
4.5
(3.4K)5
2K
4
1.2K
3
166
2
33
1
18
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Help Scout
4.6
(226)5
156
4
56
3
13
2
0
1
1
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
Freshdesk helps businesses offer stellar customer service by combining omnichannel ticket management with helpdesk automations, SLA ...
Help Scout is a customer support platform built for growing teams to deliver top-notch customer service. When you sign up, you get access to an entire suite of tools — including shared inbox, knowledge base, and live chat software — all built to help you create the best customer experience possible.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
User reviews
4.5
3.4K
5
4
3
2
1
2K
1.2K
166
33
18
- Value for money
- Ease of use
- Features
- Customer support
81%
would recommend this app4.6
226
5
4
3
2
1
156
56
13
0
1
- Value for money
- Ease of use
- Features
- Customer support
80%
would recommend this appPros
“Freshdesk makes our customer support operations seamless with its wide range of features such as ticketing, knowledge base management, and command center capabilities, helping teams manage customer interactions more efficiently.”
MP
Manijith P.
Graphics Hardware Engineer
“Freshdesk helped the team manage customer inquiries and internal requests more efficiently through its structured ticketing system, automation features, and clear communication flow.”
JD
Johny D.
CSO and Helpdesk Global Lead
“I've used it for almost a year in a customer support role, and it has helped streamline daily workflows through its clean UI, reporting features, and support tools.”
CL
CH L.
Customer experience specialist
Pros
“For teams that need deeper functionality or more sophisticated routing rules, it may start to feel restrictive as support volume grows.”
Krystal M.
People Operations
“While the simplicity is a strength, it can also feel limiting for teams with more advanced support needs.”
Krystal M.
People Operations
“Managing a shared inbox feels organised and transparent, with conversations easy to assign, track, and follow up on.”
Krystal M.
People Operations
Cons
“The interface feels cluttered and messy at times, and the workflows can be confusing and difficult to navigate, especially when managing different features and settings.”
KA
Kosana A.
QA Analyst
“Some advanced automations and setting up certain integrations can be a bit complex at first if you don't have a technical background.”
PG
Pablo G.
Customer Support
“When viewing the ticket, there does not appear to be enough opportunities for some information to be provided, like the friendly name of the company.”
Jesse Z.
Software Developer
Cons
“The reporting isn't as advanced as some tools out there.”
Josef S.
Technical Support Specialist
“They replaced this standard keyboard command with their own internal "Command Pallet," which serves no use to our team.”
TP
Thomas P.
Head of Customer Success
“Communication history gets lost sometimes and customer replies don't appear”
KB
Kitti B.
Head of Customer Success
- Vendor responds to reviews
- Last review9 days ago
- Vendor responds to reviews
- Last review4 months ago
Key features
- Total features104
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- API
- Access Controls/Permissions
- Activity Dashboard
- Adaptive Learning
- Adaptive Responses
- Alerts/Notifications
- All-Employee Access
- Archiving & Retention
- Artificial Intelligence
- Assignments and Tasks
- Attachments/Screencasts
- Automated Routing
- Automated Ticket Resolution
- Automated response
- Automation
- Autonomous Task Execution
- Autoresponders
- Branding
- Call Scripting
- Canned Responses
- Catalog Management
- Chat/Messaging
- Chatbot
- Co-Browsing
- Collaboration Tools
- Communication Management
- Communications Strategy Development
- Community Forums
- Configurable Workflow
- Contact Database
- Contact Management
- Contextual Engagement
- Contextual Response Generation
- Conversation Archiving
- Create Content
- Cross-system Integration
- Customer Communication
- Customer Database
- Customer History
- Customer Interaction Automation
- Customer Profiles
- Customizable Branding
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Making
- Document Management
- Document Processing
- Document Storage
- Email Management
- Email Monitoring
- Email Templates
- Email Tracking
- Email to Case
- Escalation Handling
- Event Triggered Actions
- Feedback Collection
- Feedback Management
- For Startups
- Full Text Search
- Help Desk
- Help Desk Management
- Inbound Identification
- Inbox Management
- Independent Decision Making
- Integrations
- Intelligent Routing
- Interaction Tracking
- Internal Discussion
- Knowledge Base
- Knowledge Base Management
- Knowledge Base Utilization
- Knowledge Management
- Lead Development
- Lead Management
- Live Chat
- Macros
- Macros/Templated Responses
- Mentions
- Mobile Access
- Mobile App
- Mobile Optimization
- Mobile User Support
- Monitoring
- Multi-Channel Communication
- Multi-Channel Coverage
- Multi-Language
- Multi-step Planning
- Multilingual Support
- Multiple User Accounts
- Natural Language Interaction
- Notes
- Notifications
- Omnichannel
- Open Listening
- Performance Metrics
- Performance Tracking
- Personalization
- Phone
- Physical Media
- Prioritization
- Priority Case Alerts
- Proactive Assistance
- Proactive Chat
- Proactive Customer Outreach
- Proactive Engagement
- Problem Solving
- Queue Management
- Real-Time Chat
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-time Consumer-facing Chat
- Regulatory Compliance
- Reporting
- Reporting & Statistics
- Reporting/Analytics
- Response Management
- Routing
- SSL Security
- Seamless Escalation
- Search
- Search/Filter
- Searchable Articles
- Self Service Portal
- Self-Serve Support
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Shared Inboxes
- Signature Management
- Single Sign On
- Social
- Social Media Integration
- Spam Blocker
- Support Ticket Management
- Support Ticket Tracking
- Supporting Documents
- Surveys
- Surveys & Feedback
- Tagging
- Tagging System
- Targeted Emails
- Task Execution
- Team Inbox
- Templates
- Text
- Text Editing
- Third-Party Integrations
- Ticket Collaboration
- Ticket Creation User Experience
- Ticket Management
- Ticket Response User Experience
- Tickets
- Transcripts
- Trend Analysis
- Trends
- Two-Way Communication
- User, Role, and Access Management
- Visitor Activity
- Voice
- Widgets
- Workflow
- Workflow Automation
- Workflow Management
- Workflow Optimization
- Workflows
- Total features76
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- API
- Access Controls/Permissions
- Activity Dashboard
- Adaptive Learning
- Adaptive Responses
- Alerts/Notifications
- All-Employee Access
- Archiving & Retention
- Artificial Intelligence
- Assignments and Tasks
- Attachments/Screencasts
- Automated Routing
- Automated Ticket Resolution
- Automated response
- Automation
- Autonomous Task Execution
- Autoresponders
- Branding
- Call Scripting
- Canned Responses
- Catalog Management
- Chat/Messaging
- Chatbot
- Co-Browsing
- Collaboration Tools
- Communication Management
- Communications Strategy Development
- Community Forums
- Configurable Workflow
- Contact Database
- Contact Management
- Contextual Engagement
- Contextual Response Generation
- Conversation Archiving
- Create Content
- Cross-system Integration
- Customer Communication
- Customer Database
- Customer History
- Customer Interaction Automation
- Customer Profiles
- Customizable Branding
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Making
- Document Management
- Document Processing
- Document Storage
- Email Management
- Email Monitoring
- Email Templates
- Email Tracking
- Email to Case
- Escalation Handling
- Event Triggered Actions
- Feedback Collection
- Feedback Management
- For Startups
- Full Text Search
- Help Desk
- Help Desk Management
- Inbound Identification
- Inbox Management
- Independent Decision Making
- Integrations
- Intelligent Routing
- Interaction Tracking
- Internal Discussion
- Knowledge Base
- Knowledge Base Management
- Knowledge Base Utilization
- Knowledge Management
- Lead Development
- Lead Management
- Live Chat
- Macros
- Macros/Templated Responses
- Mentions
- Mobile Access
- Mobile App
- Mobile Optimization
- Mobile User Support
- Monitoring
- Multi-Channel Communication
- Multi-Channel Coverage
- Multi-Language
- Multi-step Planning
- Multilingual Support
- Multiple User Accounts
- Natural Language Interaction
- Notes
- Notifications
- Omnichannel
- Open Listening
- Performance Metrics
- Performance Tracking
- Personalization
- Phone
- Physical Media
- Prioritization
- Priority Case Alerts
- Proactive Assistance
- Proactive Chat
- Proactive Customer Outreach
- Proactive Engagement
- Problem Solving
- Queue Management
- Real-Time Chat
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-time Consumer-facing Chat
- Regulatory Compliance
- Reporting
- Reporting & Statistics
- Reporting/Analytics
- Response Management
- Routing
- SSL Security
- Seamless Escalation
- Search
- Search/Filter
- Searchable Articles
- Self Service Portal
- Self-Serve Support
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Shared Inboxes
- Signature Management
- Single Sign On
- Social
- Social Media Integration
- Spam Blocker
- Support Ticket Management
- Support Ticket Tracking
- Supporting Documents
- Surveys
- Surveys & Feedback
- Tagging
- Tagging System
- Targeted Emails
- Task Execution
- Team Inbox
- Templates
- Text
- Text Editing
- Third-Party Integrations
- Ticket Collaboration
- Ticket Creation User Experience
- Ticket Management
- Ticket Response User Experience
- Tickets
- Transcripts
- Trend Analysis
- Trends
- Two-Way Communication
- User, Role, and Access Management
- Visitor Activity
- Voice
- Widgets
- Workflow
- Workflow Automation
- Workflow Management
- Workflow Optimization
- Workflows
Integrations
- Total integrations42
- ActiveCampaign
- Aircall
- Airtable
- AppFollow
- Asana
- Bitrix24
- BriteVerify
- Calendly
- Campaign Monitor by Marigold
- Capsule
- ChannelReply
- ChargeDesk
- Chargebee
- Chatra
- ChurnZero
- CircleLoop
- Claris FileMaker
- ClickUp
- Clockify
- Close
- CloudTalk
- Constant Contact
- Cyfe
- Databox
- Everhour
- Fivetran
- Fleep
- FormKeep
- FreshBooks
- Freshcaller
- Freshchat
- FullContact
- Fullstory
- Gainsight Customer Success
- Geckoboard
- GitHub
- Gmail
- Google Sheets
- Google Workspace
- Gravity Forms
- Harvest
- Help Desk Migration
- Heymarket
- Highrise
- HubSpot CRM
- Intuit Mailchimp Email Marketing
- Jira
- Jotform
- JustCall
- Kissmetrics
- Klaviyo
- Lime Connect
- Linear
- Make
- Microsoft Outlook
- Microsoft Teams
- MightyCall
- Mixpanel
- MySQL
- Nicereply
- Okta
- Olark
- OnePageCRM
- PDQ Deploy & Inventory
- Paperform
- Pipedrive
- Planhat
- Plecto
- Portfolio Manager
- Process Street
- STORIS
- Salesforce Service Cloud
- Salesforce Starter
- Segment
- Shopify
- Slack
- Smith.ai
- SparkTG VCC
- Supademo
- SurveyMonkey
- SurveySparrow
- Talkdesk
- Textline
- Tidy
- Trello
- Trustpilot
- Twilio
- Unicommerce
- Weglot
- WooCommerce
- WordPress
- Wufoo
- XTM Transifex
- Zapier
- Zendesk QA
- Zoho CRM
- Zoho Mail
- Zoom Workplace
- elevio
- iorad
- monday CRM
- unitQ
- Total integrations71
- ActiveCampaign
- Aircall
- Airtable
- AppFollow
- Asana
- Bitrix24
- BriteVerify
- Calendly
- Campaign Monitor by Marigold
- Capsule
- ChannelReply
- ChargeDesk
- Chargebee
- Chatra
- ChurnZero
- CircleLoop
- Claris FileMaker
- ClickUp
- Clockify
- Close
- CloudTalk
- Constant Contact
- Cyfe
- Databox
- Everhour
- Fivetran
- Fleep
- FormKeep
- FreshBooks
- Freshcaller
- Freshchat
- FullContact
- Fullstory
- Gainsight Customer Success
- Geckoboard
- GitHub
- Gmail
- Google Sheets
- Google Workspace
- Gravity Forms
- Harvest
- Help Desk Migration
- Heymarket
- Highrise
- HubSpot CRM
- Intuit Mailchimp Email Marketing
- Jira
- Jotform
- JustCall
- Kissmetrics
- Klaviyo
- Lime Connect
- Linear
- Make
- Microsoft Outlook
- Microsoft Teams
- MightyCall
- Mixpanel
- MySQL
- Nicereply
- Okta
- Olark
- OnePageCRM
- PDQ Deploy & Inventory
- Paperform
- Pipedrive
- Planhat
- Plecto
- Portfolio Manager
- Process Street
- STORIS
- Salesforce Service Cloud
- Salesforce Starter
- Segment
- Shopify
- Slack
- Smith.ai
- SparkTG VCC
- Supademo
- SurveyMonkey
- SurveySparrow
- Talkdesk
- Textline
- Tidy
- Trello
- Trustpilot
- Twilio
- Unicommerce
- Weglot
- WooCommerce
- WordPress
- Wufoo
- XTM Transifex
- Zapier
- Zendesk QA
- Zoho CRM
- Zoho Mail
- Zoom Workplace
- elevio
- iorad
- monday CRM
- unitQ
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