Freshdesk vs. Helpshift

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk
Score 8.5 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver stellar 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…
$0
Up to 10 agents per user
Helpshift
Score 7.8 out of 10
N/A
Helpshift is a help desk software deployed as an in-application SDK to provide users with in-app service.
$150
per month issue
Pricing
FreshdeskHelpshift
Editions & Modules
Free
$0
Up to 10 agents
Growth
$15
per month per agent
Pro
$49
per month per agent
Enterprise
$69
per month per agent
Starter
$150.00
per month Issue
Enterprise
Please contact Helpshift
per month Issue
Growth
Please contact Helpshift
per month Issue
Offerings
Pricing Offerings
FreshdeskHelpshift
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesYes
More Pricing Information
Community Pulse
FreshdeskHelpshift
Considered Both Products
Freshdesk

No answer on this topic

Helpshift
Chose Helpshift
Helpshift is reasonably priced and has great analytics and capabilities and is very user-friendly. We had a hard time with Intercom about 2 years ago when we tried to implement them because their analytics were very minimal and wouldn't track what we needed it to. We haven't …
Top Pros
Top Cons
Features
FreshdeskHelpshift
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk
8.4
72 Ratings
Helpshift
6.4
4 Ratings
Organize and prioritize service tickets8.968 Ratings5.54 Ratings
Expert directory7.948 Ratings3.74 Ratings
Subscription-based notifications8.43 Ratings6.43 Ratings
ITSM collaboration and documentation7.64 Ratings4.53 Ratings
Ticket creation and submission9.070 Ratings9.13 Ratings
Ticket response8.970 Ratings9.14 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk
8.3
64 Ratings
Helpshift
5.0
4 Ratings
External knowledge base8.059 Ratings1.04 Ratings
Internal knowledge base8.559 Ratings9.13 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk
8.4
69 Ratings
Helpshift
4.6
4 Ratings
Customer portal8.560 Ratings5.53 Ratings
IVR8.123 Ratings2.71 Ratings
Social integration8.542 Ratings7.31 Ratings
Email support9.069 Ratings2.84 Ratings
Help Desk CRM integration7.945 Ratings4.52 Ratings
User Ratings
FreshdeskHelpshift
Likelihood to Recommend
8.5
(140 ratings)
9.1
(4 ratings)
Likelihood to Renew
9.5
(11 ratings)
-
(0 ratings)
Usability
8.5
(33 ratings)
9.0
(1 ratings)
Availability
9.2
(3 ratings)
-
(0 ratings)
Performance
7.8
(3 ratings)
-
(0 ratings)
Support Rating
8.7
(34 ratings)
9.1
(4 ratings)
In-Person Training
8.2
(1 ratings)
-
(0 ratings)
Online Training
7.3
(1 ratings)
-
(0 ratings)
Implementation Rating
8.7
(70 ratings)
-
(0 ratings)
Configurability
9.2
(4 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.2
(2 ratings)
-
(0 ratings)
Ease of integration
8.2
(2 ratings)
-
(0 ratings)
Product Scalability
9.2
(3 ratings)
-
(0 ratings)
Vendor post-sale
8.2
(2 ratings)
-
(0 ratings)
Vendor pre-sale
7.3
(2 ratings)
-
(0 ratings)
User Testimonials
FreshdeskHelpshift
Likelihood to Recommend
Freshworks Inc
Good for our small team and keeps us all on the same page. In my experience, clients have an issue with our software and they email us, we're immediately notified and begin executing scenarios depending on the issue. In my opinion, Freshdesk is not great for documenting phone calls where an issue needs to be documented or those emails when multiple issues are sent. Also, it can be troublesome when someone in a thread replies to an email and it creates a new ticket - so involving multiple people is sometimes a concern in Freshdesk.
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Helpshift Inc.
If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.
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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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Helpshift Inc.
  • Their customer support is very responsive. If they have any problems, they fix them quickly.
  • They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
  • It is very user-friendly and easy to manage. The analytics are pretty good as well.
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Cons
Freshworks Inc
  • I wish that their development was more present in the community forums. There are questions and feature requests that are left unanswered. I know that all requested features cannot be fulfilled, but I would rather have a "sorry can't do" answer (ideally with a short explanation as to why not) than not knowing if it will ever be developed.
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Helpshift Inc.
  • While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
  • There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
  • The website dashboard that is used to respond to customers has trouble sometimes and is very slow.
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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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Helpshift Inc.
No answers on this topic
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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Helpshift Inc.
Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.
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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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Helpshift Inc.
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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Helpshift Inc.
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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Helpshift Inc.
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
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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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Helpshift Inc.
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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Helpshift Inc.
No answers on this topic
Implementation Rating
Freshworks Inc
It's hard for me to speak in detail about implementation since I don't overlook that part of the business, what I do know, however, is that on the day my business partner said we were getting, we got it, and were using it the very next day. Knowing my business partner like I do, if there were any problems I'd have heard about them, several times, and with increased frustration. His silence tells me all I need to know. Since then, there's been absolutely no problems whatsoever.
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Helpshift Inc.
No answers on this topic
Alternatives Considered
Freshworks Inc
Freshdesk stacks up against Zoho Desk, Zendesk Support Suite, and Freshservice in terms of accurate time tracking, pricing, ease of use, and app integration. Zoho Desk does not support real-time tracking and is not very user-friendly, though it works well with knowledge base CRMs. Zendesk Support Suite is good in time-tracking but not really effective in calculating turnaround times. Freshservice is very technical. Freshdesk is a combination of all three. It is a one-stop shop and is great for its price.
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Helpshift Inc.
Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.
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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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Helpshift Inc.
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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Helpshift Inc.
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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Helpshift Inc.
  • The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
  • The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.
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