What users are saying about
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Top Rated
351 Ratings
47 Ratings

Freshdesk

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Top Rated
351 Ratings
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Score 8.5 out of 100
47 Ratings
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Score 8.7 out of 100

Feature Set Ratings

  • Help Scout ranks higher in 2 feature sets: Incident and problem management, Self Help Community
  • Freshdesk and Help Scout are tied in 1 feature set: Multi-Channel Help

Incident and problem management

8.4

Freshdesk

84%
9.8

Help Scout

98%
Help Scout ranks higher in 4/6 features

Organize and prioritize service tickets

8.7
87%
60 Ratings
9.1
91%
17 Ratings

Expert directory

7.8
78%
43 Ratings
N/A
0 Ratings

Subscription-based notifications

8.4
84%
3 Ratings
10.0
100%
10 Ratings

ITSM collaboration and documentation

7.6
76%
4 Ratings
N/A
0 Ratings

Ticket creation and submission

8.9
89%
61 Ratings
10.0
100%
16 Ratings

Ticket response

8.8
88%
61 Ratings
10.0
100%
17 Ratings

Self Help Community

8.1

Freshdesk

81%
8.5

Help Scout

85%
Freshdesk ranks higher in 1/2 features

External knowledge base

7.8
78%
52 Ratings
9.0
90%
15 Ratings

Internal knowledge base

8.4
84%
53 Ratings
8.0
80%
14 Ratings

Multi-Channel Help

8.2

Freshdesk

82%
8.2

Help Scout

82%
Freshdesk ranks higher in 4/5 features

Customer portal

8.4
84%
52 Ratings
N/A
0 Ratings

IVR

8.2
82%
21 Ratings
N/A
0 Ratings

Social integration

7.9
79%
37 Ratings
N/A
0 Ratings

Email support

8.9
89%
60 Ratings
10.0
100%
17 Ratings

Help Desk CRM integration

7.6
76%
38 Ratings
6.5
65%
10 Ratings

Attribute Ratings

  • Freshdesk is rated higher in 1 area: Likelihood to Renew
  • Help Scout is rated higher in 2 areas: Likelihood to Recommend, Usability

Likelihood to Recommend

8.4

Freshdesk

84%
131 Ratings
9.4

Help Scout

94%
17 Ratings

Likelihood to Renew

7.5

Freshdesk

75%
8 Ratings
7.0

Help Scout

70%
1 Rating

Usability

8.6

Freshdesk

86%
29 Ratings
9.0

Help Scout

90%
1 Rating

Availability

9.2

Freshdesk

92%
2 Ratings

Help Scout

N/A
0 Ratings

Performance

7.3

Freshdesk

73%
2 Ratings

Help Scout

N/A
0 Ratings

Support Rating

8.7

Freshdesk

87%
32 Ratings

Help Scout

N/A
0 Ratings

In-Person Training

8.2

Freshdesk

82%
1 Rating

Help Scout

N/A
0 Ratings

Online Training

7.3

Freshdesk

73%
1 Rating

Help Scout

N/A
0 Ratings

Implementation Rating

8.7

Freshdesk

87%
60 Ratings

Help Scout

N/A
0 Ratings

Configurability

9.2

Freshdesk

92%
4 Ratings

Help Scout

N/A
0 Ratings

Contract Terms and Pricing Model

9.2

Freshdesk

92%
2 Ratings

Help Scout

N/A
0 Ratings

Ease of integration

8.2

Freshdesk

82%
2 Ratings

Help Scout

N/A
0 Ratings

Product Scalability

9.2

Freshdesk

92%
2 Ratings

Help Scout

N/A
0 Ratings

Vendor post-sale

8.2

Freshdesk

82%
2 Ratings

Help Scout

N/A
0 Ratings

Vendor pre-sale

7.3

Freshdesk

73%
2 Ratings

Help Scout

N/A
0 Ratings

Likelihood to Recommend

Freshworks Inc

Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.
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Help Scout

Help Scout gets major brownie points for "eating their own dog food." They are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it. Aside from that, I love how Help Scout delivers a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact, they believe they are emailing directly with me. Transactions are fast and lightweight, there are not as many bells and whistles to complicate the process and slow down the support workflow.
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Pros

Freshworks Inc

  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
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Help Scout

  • The interface is extremely good. It's fast, it's smart and it's easy to use. In one week we dominated it completely, with every function. It's very intuitive, which helped us onboard the hole team very quickly.
  • Tagging and in general organizing tickets. It's easy and visible
  • Workflows (or automatic triggers) have MANY options and you can get very efficient by using them
  • Their support is very good and effective
  • Docs (FAQ manager) is easy to setup and maintain. It is well linked with the other parts of HS, like answering emails or chat
  • Chat is new to us (with Beacon) but so far is working fine. It's in beta and needs more features, but I'm sure they're on it
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Cons

Freshworks Inc

  • To be honest I never noticed any
  • It was smooth for me but one thing I found an issue for me as a developer I was required to send code sometimes but due to Freshdesk internal security scanning it was not allowing me to do so.
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Help Scout

  • It is a bit slow sometimes, but not very often.
  • I've noticed more network errors with their server in the past year.
  • Small annoyance - they use a lot of lightbox popups and if you click outside the box all of your work is lost.
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Pricing Details

Freshdesk

Starting Price

$0 Up to 10 agents per user

Editions & Modules

Freshdesk editions and modules pricing
EditionModules
Pro$491
Free$02
Growth$153
Enterprise$694

Footnotes

  1. per month per agent
  2. Up to 10 agents
  3. per month per agent
  4. per month per agent

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing Info

Help Scout

Starting Price

$0

Editions & Modules

Help Scout editions and modules pricing
EditionModules
Standard201
Plus352
CompanyContact sales team3

Footnotes

  1. per user/per month
  2. per user/per month
  3. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Likelihood to Renew

Freshworks Inc

We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
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Help Scout

We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
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Usability

Freshworks Inc

I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
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Help Scout

It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
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Reliability and Availability

Freshworks Inc

I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
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Help Scout

No answers on this topic

Performance

Freshworks Inc

The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
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Help Scout

No answers on this topic

Support Rating

Freshworks Inc

The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
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Help Scout

No answers on this topic

In-Person Training

Freshworks Inc

In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
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Help Scout

No answers on this topic

Online Training

Freshworks Inc

This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
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Help Scout

No answers on this topic

Implementation Rating

Freshworks Inc

For the three years of using and implementing Freshdesk in the company, it has progressed massively. I can still remember that the features it had before are nothing compared to now. It has a lot of app integration which makes system communications effective and easier. Everything in the business now complements Freshdesk. The processes and workflows we have is the best fit with Freshdesk.
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Help Scout

No answers on this topic

Alternatives Considered

Freshworks Inc

Freshdesk offers a free trial of 21 days and the onboarding is a very smooth process. It is comparatively cheaper than its competitors and the UX is far more simple than the other products in the market. Also, the customer support that we get post the purchase is brilliant and the available in-app integrations prove to be very efficient and helpful.
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Help Scout

Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
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Contract Terms and Pricing Model

Freshworks Inc

The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
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Help Scout

No answers on this topic

Scalability

Freshworks Inc

The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
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Help Scout

No answers on this topic

Return on Investment

Freshworks Inc

  • Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles.
  • We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed.
  • Our resolution time and turnaround time have decreased dramatically.
  • We are able to easily keep track of our support performance.
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Help Scout

  • We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
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