Freshdesk vs Paperpile

Zendesk Suite

Zoho Desk

Salesforce Service Cloud

SolarWinds Service Desk

Stonly

Axiell Collections

Compare Freshdesk and Paperpile based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from various app integrations.

Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.

Agentforce Service is a customer service platform offering seamless support across channels like contact centers, field service, HR, and IT. It integrates human agents with AI on a unified platform to personalize interactions. Features include omni-channel engagement, case management, knowledge bases, and analytics tools, enabling organizations to enhance team performance and customer satisfaction.

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

Access Controls/Permissions

Activity Dashboard

Activity Tracking

AI Copilot

Alerts/Escalation

Alerts/Notifications

Analytics

Archiving & Retention

Assignment Management

Automated Responses

Automated Routing

Automatic Call Distribution

Call Center Management

Call Monitoring

Call Recording

Call Routing

Canned Responses

Case Management

Catalog Management

Chat/Messaging

Chatbot

Collaboration Tools

Communication Management

Computer Telephony Integration

Conferencing

Contact Management

Content Creation

Content Management

Customer Communication

Customer Complaint Tracking

Customer Database

Customer Experience Management

Customer History

Customer Portal

Customer Segmentation

Customer Support

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Customizable Templates

Dashboard

Data Import/Export

Decision Support

Discussions/Forums

Drag & Drop

Email Management

Email Templates

Engagement Tracking

Event Triggered Actions

Feedback Management

File Sharing

Forms Management

Full Text Search

Gamification

Inbox Management

Incident Management

Interaction Tracking

Issue Auditing

Issue Management

Issue Tracking

IT Asset Management

Knowledge Base Management

Knowledge Management

Live Chat

Macros/Templated Responses

Mobile Access

Mobile App

Monitoring

Multi-Channel Communication

Multi-Channel Data Collection

Multi-Channel Management

Multi-Language

Multiple User Accounts

Negative Feedback Management

On-Demand Recording

Online Forums

Performance Metrics

Predictive Analytics

Prioritization

Problem Management

Project Management

Queue Management

Real-Time Chat

Real-time Consumer-facing Chat

Real-Time Monitoring

Real-Time Notifications

Real-Time Updates

Recurring Issues

Remote Access/Control

Reporting & Statistics

Reporting/Analytics

Role-Based Permissions

Routing

Rules-Based Workflow

Screen Sharing

Search

Freshdesk

Android

Web-based

iPad

iPhone

ICT Support Manager

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.

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.

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

Human Resources Generalist

We are extremely happy for the speed and capability that Freshdesk has passed on to our affiliation. It's helping us with guaranteeing fabulous customer support with less pressing factor.

Owner

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.

Quality Analyst

I love support team, they're always there 24-7 replying to my queries and keen on giving alternative solutions. I love the idea of customizing the ticket and adding templates.

Technology Coordinator

We use this daily for our help desk operations to assign, track and deliver service to our stakeholders. The set up was very intuitive and easy and we have been very pleased with this software.

District Network Technician

This is a very easy to use product that will save you time and money long term. The Project management/Tasks feature is amazing.

Client Services Supervisor

Overall FreshDesk is great for our needs. We are a smaller company so menuevering the tickets isn't overwhelming and the website provides helpful tools that save tons of time.

While we haven't utilized other products in the FreshWorks suite, we're very happy with Freshdesk and recommend it wholeheartedly.

Network & IT Systems Manager

Clean look and feel, great UI and customer support was really good. It had AD integration built in which was a plus.

We used it for daily customer service contact and it was great. It was great for assigning.

Technical leader

I recommend it for its ease of use, its performance and its fair price.

Software Engineer

It is user friendly, nice way of organizing emails and helps to automate support tasks by handling customer issues.

Developer

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

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.

Admin

Easily integrate with our other team apps and to be able to better manage open issues outside of each users email is great.

Proprietario

Recieving bad customer service from the leader in services for customer service.

Freshdesk screenshot: Freshdesk customer conversations from across channels

Freshdesk screenshot: Freshdesk automation rules

Freshdesk screenshot: Freshdesk collaboration from within the ticket

Freshdesk screenshot: Freshdesk self-service portal

Freshdesk screenshot: Freshdesk multilingual self-service portal

Freshdesk screenshot: Freshdesk SLA management

Freshdesk screenshot: Freshdesk team dashboard

Freshdesk screenshot: Freshdesk omnichannel ticketing

Freelancers

Large Enterprises

Mid Size Business

Non Profit

Public Administrations

Small Business

Stonly is knowledge management software for customer service that drives fast, accurate resolutions. With it, you can create step-by-step guides, decision trees, AI answers, automations, walkthroughs, checklists, and knowledge bases for your agents and customers.

With Axiell Collections, users can create customized digital platforms for collections and make them available online to audiences. It includes a searchable database that can be used for managing the life cycle of your collection; from acquisition to exhibition and donation.

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service providers to effectively manage and connect service requests to IT assets. Code-free customization allows customers to fully deploy a robust ITSM solution within days.

Paperpile is a knowledge management software designed to help businesses synchronize the research library with multiple devices. Administrators can utilize the search functionality to find papers in real-time on a unified interface.

Content Library

Document Management

Text Editing

Third-Party Integrations

Paperpile

Physician

Once, it stopped working and just gave me errors for all of the references and I had to go through and re-enter all of the references again. That was a frustrating experience.

Aerospace Engneering

Love the chrome extension and add to paperpile button. Customer support exists unlike other free apps and is awesome.

Research Assistant

I often work on multiple computers and I don't want to have to install new software everywhere I go. It's great for citations, but I like it even more for managing my pdf library.

PhD student

I am happy with the current functionality. I am a heavy google suite user, so the Paperpile UI integration with chrome and google doc perfectly fits my need.

PhD Student

Affordable for a poor PhD student; super easy & intuitive to use - seamless integration with Google docs allowing for collaborative writing projects.

Clinical Program Manager

Easy to import content found online and easy to cite within docs including google docs. I also like the feature where you can highlight the title and copy and paste it turns it into a full citation.

Graduate Student 

I like being able to export my annotations and highlights to markdown. The import button is also excellent.

Graduate student

Really like how easy it is to add papers to your library on Paperpile straight from the browser, as well as the Google Docs plug in which makes adding references to collaborative projects really easy.

Paperpile integrates wonderfully with Google docs, allowing easy use for managing citations. It also keeps PDFs of my articles which I can read and markup within the software.

Research Associate

I have a difficult time managing my own folder and the shared folder. The paper search is horrible.

Graduate

Secondly, when editing the pdf of papers, the position I want highlighted will move to the position with one row above. This problem is really annoying sometimes.

Graduate Student

This tagging feature is most useful when I am in the middle of writing and want to quickly look for a paper of interest.

Researcher

It’s so easy to use and manage. Because you can tie it to Gmail accounts, I always recommend it to other researchers and Grad students because of our (“unlimited”) University storage.

Veterinary neurologist 

It's very easy to organize and find literature. Extremely user friendly.

The low cost also makes it easy to recommend to Grad students.

Paperpile's cost is relatively minimal for academic users and it doubles as a very effective document annotation software.

Postdoc

I had to open chrome, which is not my favorite web browser. And sometimes it's slow to import paper (chrome extension is not working fast).

Community & Economic Development Field Specialist 

When I’ve had questions, a customer service rep. Responds quickly and helpfully.

Freshdesk vs Paperpile Comparison (2026)

Freshdesk

Paperpile

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives