Freshdesk
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
329 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.5 out of 100
Based on 329 reviews and ratings
9 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9 out of 100
Based on 9 reviews and ratings
- Feature Set Ratings
- Attribute Ratings
- Likelihood to Recommend
- Pros
- Cons
- Pricing Details
- Likelihood to Renew
- Usability
- Reliability and Availability
- Performance
- Support Rating
- In-Person Training
- Online Training
- Implementation Rating
- Alternatives Considered
- Contract Terms and Pricing Model
- Scalability
- Return on Investment
Feature Set Ratings
- HelpSpot ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help
Incident and problem management

8.5
Freshdesk
85%

9.0
HelpSpot
90%
Freshdesk ranks higher in 5/6 features
Freshdesk ranks higher in 5/6 features
Organize and prioritize service tickets

8.8
88%
51 Ratings

9.0
90%
1 Rating
Expert directory

7.9
79%
36 Ratings

N/A
0 Ratings
Subscription-based notifications

8.4
84%
3 Ratings

N/A
0 Ratings
ITSM collaboration and documentation

7.6
76%
4 Ratings

N/A
0 Ratings
Ticket creation and submission

9.2
92%
51 Ratings

9.0
90%
1 Rating
Ticket response

9.1
91%
51 Ratings

9.0
90%
1 Rating
Self Help Community

8.3
Freshdesk
83%

9.0
HelpSpot
90%
Freshdesk ranks higher in 1/2 features
Freshdesk ranks higher in 1/2 features
External knowledge base

7.9
79%
42 Ratings

N/A
0 Ratings
Internal knowledge base

8.6
86%
43 Ratings

9.0
90%
1 Rating
Multi-Channel Help

8.5
Freshdesk
85%

9.0
HelpSpot
90%
Freshdesk ranks higher in 5/5 features
Freshdesk ranks higher in 5/5 features
Customer portal

8.6
86%
44 Ratings

N/A
0 Ratings
IVR

8.6
86%
19 Ratings

N/A
0 Ratings
Social integration

8.2
82%
30 Ratings

N/A
0 Ratings
Email support

9.1
91%
51 Ratings

9.0
90%
1 Rating
Help Desk CRM integration

7.8
78%
32 Ratings

N/A
0 Ratings
Attribute Ratings
- Freshdesk is rated higher in 1 area: Likelihood to Renew
- HelpSpot is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend

8.5
Freshdesk
85%
121 Ratings

9.0
HelpSpot
90%
3 Ratings
Likelihood to Renew

7.5
Freshdesk
75%
8 Ratings

2.3
HelpSpot
23%
2 Ratings
Usability

8.6
Freshdesk
86%
29 Ratings

HelpSpot
N/A
0 Ratings
Availability

9.2
Freshdesk
92%
2 Ratings

HelpSpot
N/A
0 Ratings
Performance

7.3
Freshdesk
73%
2 Ratings

HelpSpot
N/A
0 Ratings
Support Rating

8.8
Freshdesk
88%
31 Ratings

HelpSpot
N/A
0 Ratings
In-Person Training

8.2
Freshdesk
82%
1 Rating

HelpSpot
N/A
0 Ratings
Online Training

7.3
Freshdesk
73%
1 Rating

HelpSpot
N/A
0 Ratings
Implementation Rating

8.9
Freshdesk
89%
50 Ratings

HelpSpot
N/A
0 Ratings
Contract Terms and Pricing Model

9.2
Freshdesk
92%
2 Ratings

HelpSpot
N/A
0 Ratings
Product Scalability

9.2
Freshdesk
92%
2 Ratings

HelpSpot
N/A
0 Ratings
Likelihood to Recommend
Freshdesk
We are a startup company that usually receives 30-100 tickets on a regular basis but we’re seeing that number grow steadily as our company grows. Our primary concern was automations because we wanted to ease the demand on our specialists so that they can focus on complex tickets and impeccable customer service. With Freshdesk, we were able to automate mundane tasks and shift our team’s focus on the more important things.

Verified User
Director in Customer Service
Financial Services Company, 51-200 employeesHelpSpot
HelpSpot is well suited for streamlining support ticketing within the organization. By providing a single point of contact to email for support, we were able to increase response time and case resolution by approximately 30% through the increased efficiency of ticket routing via workflows and the ability for IT support staff to grab tickets from the queue instead of having them pile up in a mailbox that contains other emails as well.
Internal Systems Specialist
Creative Business Resources (CBR)Human Resources, 11-50 employees
Pros
Freshdesk
- Creates great value for the organisation by providing a great managed portal for support and grievance.
- Provides an amazing ticket-based system and gives an ability to get issues of the users which can be tracked and resolved through the system.
- A wide range of integrations available, particularly for us the API-based integration has been performing really well.
Lead Product Engineer
Fasal - Grow More, Grow Better™Computer Software, 51-200 employees
HelpSpot
- HelpSpot was great for organization. Having different queues allowed each of my team members to organize their conversations with the customer and quickly retrieve the history of the ticket.
- HelpSpot is a fairly simple tool that has a friendly user interface. With it's more modern look, it made it easier for me personally to navigate and train team members on how to use it successfully.
- HelpSpot allowed our team to view the responses section, which allowed our team to cut down on the time we spent responding to a ticket.

Verified User
Former Employee in Customer Service
Higher Education Company, 10,001+ employeesCons
Freshdesk
- One of the things that persuaded me to choose Freshdesk was the inclusion of a user type called "Ticket Collaborator." This user type allows managers and members of other teams to read tickets and leave private comments without having to use up a paid seat. However, collaborators must be added manually to each ticket for visibility, even if they have permission to see all tickets. It would be much more useful if there could be a "Ticket Collaborator" user type that has access to all tickets automatically, without the need to be manually added to each and every ticket.
- Ticket fields cannot be configured with default settings, specifically text boxes. To aid customers in providing an appropriate level of information, we wanted to add a template for them to use. However, this functionality is not provided by default, and we were only able to do this via scripting, kindly provided by Freshdesk's Support team. Other ticketing systems have the ability to set a default value or template text for ticket fields as standard, and adding this feature would make Freshdesk even more awesome.
- The Jira plug-in is pretty decent, but there are some improvements that could be made. First of all, it would be good if syncing used some kind of default administrator account such that comments synced from Jira to Freshdesk appeared from "Freshdesk Admin" instead of the Freshdesk administrator who set up the account. Secondly, when the plug-in creates a Jira ticket, the text of the description in Jira often appears different from that of the original Freshdesk ticket description and has to be manually formatted to make it readable (bullet points and line breaks specifically). These are minor points but would help to make the plug-in more robust and make for a better user experience overall.
- Reporting functionality does not have any way of visualizing cumulative totals. So while it is possible to generate reports on incoming ticket number that is filtered by week/month/quarter/year, there is no simple way of seeing a cumulative total over time to see trends better.
- There is no simple way to manage attached files. If you want to see attached files in a ticket, then you have to go through every single response with an attached file and then manually download the files one by one. Yes, there is a paid extension that helps with this, but this kind of functionality should be built into the product itself.

Verified User
Team Lead in Customer Service
Automotive Company, 201-500 employeesHelpSpot
- The UI is a little dated but to be fair, shows most of the pertinent information at a glance on a well designed dashboard.
- The UI can also be buggy at times with controls appearing in strange places. These glitches are usually corrected within a reasonable amount of time.
Senior HR Coordinator (contract)
Dolby LaboratoriesConsumer Electronics, 1001-5000 employees
Pricing Details
Freshdesk
General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Starting Price
$0 Up to 10 agents per user
Freshdesk Editions & Modules
Edition
Pro | $491 |
---|---|
Free | $02 |
Growth | $153 |
Enterprise | $693 |
- per month per agent
- Up to 10 agents
- per month per agent
Additional Pricing Details
—HelpSpot
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$49 per month
HelpSpot Editions & Modules
—
Additional Pricing Details
—Likelihood to Renew
Freshdesk
Freshdesk 7.5
Based on 8 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
System Administrator
Warren County R-III School DistrictEducation Management, 201-500 employees
HelpSpot
HelpSpot 2.3
Based on 2 answers
My current job does not use this platform as it is not necessary for my job function.

Verified User
Former Employee in Customer Service
Higher Education Company, 10,001+ employeesUsability
Freshdesk
Freshdesk 8.6
Based on 29 answers
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!

Verified User
C-Level Executive in Information Technology
Higher Education Company, 201-500 employeesHelpSpot
No score
No answers yet
No answers on this topic
Reliability and Availability
Freshdesk
Freshdesk 9.2
Based on 2 answers
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.
Team Lead Guest Experience
OYOHospitality, 10,001+ employees
HelpSpot
No score
No answers yet
No answers on this topic
Performance
Freshdesk
Freshdesk 7.3
Based on 2 answers
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.
Team Lead Guest Experience
OYOHospitality, 10,001+ employees
HelpSpot
No score
No answers yet
No answers on this topic
Support Rating
Freshdesk
Freshdesk 8.8
Based on 31 answers
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.
Master of Busines Administration
SSDIGITALCOMarketing & Advertising, 201-500 employees
HelpSpot
No score
No answers yet
No answers on this topic
In-Person Training
Freshdesk
Freshdesk 8.2
Based on 1 answer
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.
Team Lead Guest Experience
OYOHospitality, 10,001+ employees
HelpSpot
No score
No answers yet
No answers on this topic
Online Training
Freshdesk
Freshdesk 7.3
Based on 1 answer
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.
Team Lead Guest Experience
OYOHospitality, 10,001+ employees
HelpSpot
No score
No answers yet
No answers on this topic
Implementation Rating
Freshdesk
Freshdesk 8.9
Based on 50 answers
I wasn't the person who implemented the system however, I do recall the guy who did and said that it was very straightforward and did not need a tech-savvy IT guy to help. The only difficult thing was getting the staff familiar with the system so we could carry on as we were.

Verified User
General Manager in Sales
Transportation/Trucking/Railroad Company, 1-10 employeesHelpSpot
No score
No answers yet
No answers on this topic
Alternatives Considered
Freshdesk
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. India), so if that matters for you, it might be worth a look. Intercom is catered mostly to Chat as a Support Channel and doesn't offer that, and it was also a lot more expensive than Freshdesk. Jira is ok, but we wanted something that was geared more towards Support and less towards Developers.
Head of Support
CorpAxeComputer Software, 11-50 employees
HelpSpot
HelpSpot appears to be more of an old-school product but much of the recent technology is running under the surface. It has much of the compexity and customization available with Jira in tandem with the easy communications interface, not unlike Zendesk ,and some of the potential archival intelligence (in the works) of Fogbugz
Senior HR Coordinator (contract)
Dolby LaboratoriesConsumer Electronics, 1001-5000 employees
Contract Terms and Pricing Model
Freshdesk
Freshdesk 9.2
Based on 2 answers
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.
Team Lead Guest Experience
OYOHospitality, 10,001+ employees
HelpSpot
No score
No answers yet
No answers on this topic
Scalability
Freshdesk
Freshdesk 9.2
Based on 2 answers
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.
Team Lead Guest Experience
OYOHospitality, 10,001+ employees
HelpSpot
No score
No answers yet
No answers on this topic
Return on Investment
Freshdesk
- It gave back a lot of time to managers by automatically routing or allowing teams to pick up tickets
- Freshdesk was a less expensive alternative to Zendesk which is near identical
- If you are getting more than 1 request a day, this is a no [brainer]
Creative Director
Links Technology SolutionsInternet, 51-200 employees
HelpSpot
- Improved ticket response time
- Workload reporting to upper management
- Ticket category reporting to identify training opportunities
Internal Systems Specialist
Creative Business Resources (CBR)Human Resources, 11-50 employees