Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support.
Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 10 agents per user
Help Scout
Score 9.6 out of 10
N/A
Help Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are…
The product that Freshdesk compares to the most on this list is Zendesk, which was considerably more expensive and was missing a server integration that we required. It did have a lot of great features, though, and its Support and Account Managers are located in the U.S. (vs. …
Brings everything a company may need to elevate customer service and empower teams to solve the unique challenges and complex issues related to customer service. Helps bring in the right experts to collaborate even if they are not within the organization.
Verified User
Director
Chose Freshdesk
Freshdesk has a cleaner and more intuitive interface, and we also found support to be more responsive with a much quicker turnaround on quick questions and issues. Although we have found reporting shortfalls with Freshdesk, it is vastly better than its competitors, which is one …
This is tricky because there's helpdesk apps and chat apps (now Help Scout offers both).
We first used just an email inbox (of course not scalable but we were very small), then we turned to Freshdesk, which was painful to use. It had some cool features but in general it was …
We primarily chose HelpScout because they were an affordable, moderately robust, HIPAA compliant solution. All the other options (e.g. Zendesk, Freshdesk, Kayako, etc.) were out of our price range or did not provide the necessary features that our team has come to rely on.
They all had their positives and negatives. For us, it came down to signing a BAA (Zendesk wanted $28,000 to sign one). We enjoy working with vendors who can support healthcare initiates such as we are building.