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Freshdesk vs Helpshift Comparison

Overview

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

Helpshift is a Digital Customer Service platform that tightly integrates messaging, Automation, Bots & AI. Delivers personalized,...

  • 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

Screenshots

Pricing

Starting from
$19.00/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$0.00/yr.year
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

1,313

759

114

19

12

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

3.9

(26)

5

4

3

2

1

9

11

3

1

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
89%
would recommend this app

Pros

Also the support was excellent, I needed some assistance and I worked with the same person through the whole process, which was great. She followed up with me until my problem was resolved.
My overall experience has been outstanding. Freshdesk provides quick, efficient,solutions so I can keep my customers happy which in turn keeps me happy.
Freshdesk is super easy to use and very straightforward. We recently made the switch to using this from salesforce and I am super happy since it is so much easier.

Pros

Easy to plug into your app, and I like that it’s supporting attach screenshots which are very important for CRM.
Very importantly too, I love the quality of support offered my team by the Helpshift customer service desk.
The platform is easy to use and navigate but wish we had more analytics and better stats for tracking individual and team performance.

Cons

We didnt have any negative experience with the software on web platform but mobile app notifications are terrible and it doesn't get delivered instantly.
Probably too early to tell. Generally, in any similar software, my only pain point would be related to downtime, inaccuracy of reporting & core/hardcoded functionalities not working as intended.
We no longer have to worry about customer emails getting missed because everyone assumed someone else took care of them, or because they got pushed to another page and forgotten.

Cons

Customer service was terrible. The bait & switch pricing.
For example, deep linking started working after removing Helpshift. So the SDK is doing some crazy stuff under the hood.
It could also be possible that my current company dont feel those features or functionality as neccessary but it really sucks big time.
  • Vendor responds to reviews
  • Last review14 days ago
  • Vendor responds to reviews
  • Last review7 months ago

Key features

  • Total features76
  • @mentions
  • API
  • Absence Management
  • Access Control
  • Activity Dashboard
  • Activity Tracking
  • Archiving & Retention
  • Assignment Management
  • Auto-Responders
  • Automatic Lead Distribution
  • Automatic Notifications
  • Business Intelligence
  • CRM Integration
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Campaign Analysis
  • Campaign Management
  • Case Management
  • Categorization
  • Chat
  • Client Portal
  • Collaboration Tools
  • Collaborative Workspace
  • Conferencing
  • Custom Fields
  • Custom Forms
  • Customer Accounts
  • Customer Activity Reporting
  • Customer Complaint Tracking
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import
  • Data Import/Export
  • Data Visualization
  • Desktop Notifications
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Management
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Full Text Search
  • Gamification
  • Help Desk Integration
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbox Management
  • Instant Messaging
  • Knowledge Base Management
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Distribution
  • Multi-Channel Management
  • Multi-Country
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Offline Access
  • Online Forums
  • Performance Reports
  • Prioritizing
  • Project Time Tracking
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Updates
  • Reminders
  • Reporting & Statistics
  • Request Assignment
  • Request Routing
  • Role Management
  • Rules-Based Workflow
  • SLA Management
  • SSL Security
  • Scheduled Reporting
  • Search Functionality
  • Self Service Portal
  • Sentiment Analysis
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Third Party Integration
  • Time Clock Integration
  • Timer
  • URL Customization
  • Visual Analytics
  • Website Integration
  • Widgets
  • Workflow Management
  • Total features80
  • @mentions
  • API
  • Absence Management
  • Access Control
  • Activity Dashboard
  • Activity Tracking
  • Archiving & Retention
  • Assignment Management
  • Auto-Responders
  • Automatic Lead Distribution
  • Automatic Notifications
  • Business Intelligence
  • CRM Integration
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Campaign Analysis
  • Campaign Management
  • Case Management
  • Categorization
  • Chat
  • Client Portal
  • Collaboration Tools
  • Collaborative Workspace
  • Conferencing
  • Custom Fields
  • Custom Forms
  • Customer Accounts
  • Customer Activity Reporting
  • Customer Complaint Tracking
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import
  • Data Import/Export
  • Data Visualization
  • Desktop Notifications
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Management
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Full Text Search
  • Gamification
  • Help Desk Integration
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbox Management
  • Instant Messaging
  • Knowledge Base Management
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Distribution
  • Multi-Channel Management
  • Multi-Country
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Offline Access
  • Online Forums
  • Performance Reports
  • Prioritizing
  • Project Time Tracking
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Updates
  • Reminders
  • Reporting & Statistics
  • Request Assignment
  • Request Routing
  • Role Management
  • Rules-Based Workflow
  • SLA Management
  • SSL Security
  • Scheduled Reporting
  • Search Functionality
  • Self Service Portal
  • Sentiment Analysis
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Third Party Integration
  • Time Clock Integration
  • Timer
  • URL Customization
  • Visual Analytics
  • Website Integration
  • Widgets
  • Workflow Management

Integrations

  • Total integrations299
  • Constant Contact
  • Facebook
  • Gmail
  • Google Analytics
  • Google Calendar
  • HubSpot CRM
  • HubSpot Marketing Hub
  • Mailchimp
  • Microsoft 365
  • Microsoft Outlook
  • PayPal
  • QuickBooks Online Advanced
  • Salesforce Sales Cloud
  • Slack
  • Stripe
  • Twitter
  • Wordpress
  • Xero
  • Zapier
  • Zendesk
  • Total integrations17
  • Constant Contact
  • Facebook
  • Gmail
  • Google Analytics
  • Google Calendar
  • HubSpot CRM
  • HubSpot Marketing Hub
  • Mailchimp
  • Microsoft 365
  • Microsoft Outlook
  • PayPal
  • QuickBooks Online Advanced
  • Salesforce Sales Cloud
  • Slack
  • Stripe
  • Twitter
  • Wordpress
  • Xero
  • Zapier
  • Zendesk

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

Freshdesk vs. Helpshift

See how Freshdesk and Helpshift stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.

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