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Freshdesk vs HelpDesk Comparison

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Overview

Category Leaders

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase...

Category Leaders

HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent...

  • 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

Starting from

18

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

29

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

2.4K

5

4

3

2

1

1,446

849

129

25

14

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

4.5

36

5

4

3

2

1

23

9

4

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.

AR

Anonymous Reviewer

It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.

KA

Kemal A.

Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.

AR

Anonymous Reviewer

Pros

I love how it makes our tasks easier and we're excited to discover more of its other features that we can use in our other lines of business.
AvatarImg

Vanessa D.

We care about the individual approach to the customer, and HelpDesk supports us in this. Thanks to the teams, the customer can be assigned to the appropriate department.
AvatarImg

Maryna N.

Overall, this feature has been super useful to my business, highly recommend.

MN

Madde N.

Cons

We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.

CM

Carly M.

Worse, there is no way to discover this until after you've paid and spent time getting everything set up.

AC

Anthony C.

I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.

AR

Anonymous Reviewer

Cons

There is an obvious lack of control over training, nuances can be lost. Customers may find it too impersonal.

NN

Nandy N.

The spam filter is also quite annoying, while it does block a lot of spam emails, we've missed quite a few non-spam tickets, resulting in upset clients.

NH

Nicholas H.

Emails get caught in Spam sometimes when they aren't spam.

SB

Subrena B.

  • Vendor responds to reviews
  • Last review4 days ago
  • Vendor responds to reviews
  • Last review3 months ago

Key features

  • Total features121
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • Batch Communications
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Conferencing
  • Contact Database
  • Content Creation
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Dispatch Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbox Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • On-Demand Recording
  • Online Forums
  • Performance Metrics
  • Personalization
  • Predictive Analytics
  • Prioritization
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Quality Assurance
  • Queue Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Editing
  • Third Party Integrations
  • Video Support
  • Virtual Assistant
  • Visual Analytics
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features55
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • Batch Communications
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Conferencing
  • Contact Database
  • Content Creation
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Dispatch Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbox Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • On-Demand Recording
  • Online Forums
  • Performance Metrics
  • Personalization
  • Predictive Analytics
  • Prioritization
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Quality Assurance
  • Queue Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Editing
  • Third Party Integrations
  • Video Support
  • Virtual Assistant
  • Visual Analytics
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations401
  • Constant Contact
  • Gmail
  • Google Analytics 360
  • Google Calendar
  • HubSpot CRM
  • Mailchimp
  • Meta for Business
  • Microsoft 365
  • Microsoft Outlook
  • PayPal
  • QuickBooks Online Advanced
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter
  • WordPress
  • Xero
  • Zapier
  • Zendesk
  • Total integrations5
  • Constant Contact
  • Gmail
  • Google Analytics 360
  • Google Calendar
  • HubSpot CRM
  • Mailchimp
  • Meta for Business
  • Microsoft 365
  • Microsoft Outlook
  • PayPal
  • QuickBooks Online Advanced
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter
  • WordPress
  • Xero
  • Zapier
  • Zendesk

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

FreshDesk Blossom version

Reviewed 2 years ago

Good helpdesk

Pros

You can set up the settings easy. And it is a clear software.

Cons

This is a software in different options. That means, if you want more options, you have to pay more.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Easy to Use Config is very Intitutive - requires min time to learn Nice and Efficient Tool

Reviewed 4 years ago

Very Effective Helpdesk Management

Pros

Easy to configure Nice Tools to Automate Process Flexible Email Management is one of the best in industry

Cons

Too many plans to choose Options in the Plans keep on changing making with diffcult Multiple Process management needs improvement Access management needs improvement

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

Share this review:

Freshdesk logo

Freshdesk

Could use more features

Reviewed 5 years ago
Pros

This is your basic helpdesk. If you want just a basic helpdesk with few integrations this product is right for you.

Cons

This product needs to have more communiction pieces as well as asset tracking to workorders. Without it, it is basically just an email inbox.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Super tool for helpdesk and support processes

Reviewed 3 years ago

Daily supporting with the tool

Pros

Many useful functions to automate helpdesk process

Cons

Some of the functions require "coding" to modificate

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

Awesome Helpdesk Ticketing System‎ and its Free

Reviewed 4 years ago

Awesome Coustomer service, interaction with customer

Pros

Its a free software...Helpdesk Ticketing System‎

Cons

Need to make it more open platform for the users...

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Freshdesk logo

Freshdesk

Good Product - Horrible Customer Service - Worst Service

Reviewed 3 years ago

It took Freshdesk 2-3 months to put live a solution in place which was promised to be done in 4 weeks. All calls to their customer service is just hung up - there is no real support or anything One of the worst possible platforms.

Pros

Helpdesk actually is a decent Saas oriented platform

Cons

The humans who provide this software are inept, probably dont care about anything

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk logo

Freshdesk

Great Helpdesk but I dislike limited users

Reviewed 4 years ago

I have trialled and evaluated all popular helpdesk apps like Freskdesk, Zayanko, Zendesk, Hiver and others I tested all of them with our actual marketplaces and the actual support email address. Freshdesk is the best overall. Sadly, we don't take up with Freshdesk because of the cost reasons for 2 support users when we need 6 different users. So, we choose another helpdesk for unlimited users and the limited tickets pricing plan. If you ask me which to choose Zendesk or Freshdesk, I would recommend Freshdesk over Zendesk.

Pros

- Clean and Clear reply to a customer without any delimiter, agent's user profile. - Helpdesk is very easy to set up compared to ZenDesk - Helpdesk is much better than Zendesk

Cons

- Limited Users and same cost per user regardless of the different department. For example, In our business, warehouse guys don't talk to customers and they need to communicate on the internal notes on tickets. We want our warehouse/account team to be involved on the Freshdesk for the internal communication. We have 2 support users, 1 account user and 3 warehouse users. What is the point of paying...

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Helpdesk that really works

Reviewed 4 years ago
Pros

This helpdesk solution is affordable. Its simple to use and configure. A professional helpdesk is ready in no time. Also the option to create FAQ makes it worthy.

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Freshdesk logo

Freshdesk

Good basic plans

Reviewed a year ago

Very complete solution, provides a good experience.

Pros

A wide range of features for support and helpdesk.

Cons

While there are many features, some could be more complete and will sometimes be limited.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshdesk logo

Freshdesk

Freshdesk works well

Reviewed 3 years ago

All in all, Freshdesk has been a great solution for us! New agents are able to learn how to use it fairly quickly.

Pros

Freshdesk works well for our helpdesk. We like the round robin feature to auto-assign tickets to our agents and the ability to grant different agents different privileges within the helpdesk.

Cons

Sometimes formatting can be a little buggy in tickets the Solutions center where we house our FAQs. I always have to check to make sure the formatting didn't go awry when pasting.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support