Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk
Score 8.4 out of 10
N/A
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 2 agents
HelpSpot
Score 2.1 out of 10
N/A
HelpSpot is an affordable, web-based help desk system. It is available as a SaaS product or can be hosted by the customer behind a firewall. Pricing is by named user.
$49
per month
Pricing
FreshdeskHelpSpot
Editions & Modules
Free
$0
Up to 2 agents
Growth
$15
per month (billed annually) per agent
Pro
$49
per month (billed annually) per agent
Enterprise
$79
per month (billed annually) per agent
No answers on this topic
Offerings
Pricing Offerings
FreshdeskHelpSpot
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
FreshdeskHelpSpot
Features
FreshdeskHelpSpot
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk
8.6
193 Ratings
5% above category average
HelpSpot
9.0
1 Ratings
9% above category average
Organize and prioritize service tickets9.2189 Ratings9.01 Ratings
Expert directory8.1127 Ratings00 Ratings
Subscription-based notifications8.43 Ratings00 Ratings
ITSM collaboration and documentation7.64 Ratings00 Ratings
Ticket creation and submission9.2189 Ratings9.01 Ratings
Ticket response9.0189 Ratings9.01 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk
8.4
173 Ratings
5% above category average
HelpSpot
9.0
1 Ratings
12% above category average
External knowledge base8.4157 Ratings00 Ratings
Internal knowledge base8.3161 Ratings9.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk
8.8
182 Ratings
10% above category average
HelpSpot
9.0
1 Ratings
12% above category average
Customer portal8.8154 Ratings00 Ratings
IVR8.956 Ratings00 Ratings
Social integration8.597 Ratings00 Ratings
Email support9.2181 Ratings9.01 Ratings
Help Desk CRM integration8.6115 Ratings00 Ratings
Best Alternatives
FreshdeskHelpSpot
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
SysAid
SysAid
Score 9.1 out of 10
SysAid
SysAid
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshdeskHelpSpot
Likelihood to Recommend
8.7
(253 ratings)
9.0
(3 ratings)
Likelihood to Renew
9.8
(22 ratings)
2.3
(2 ratings)
Usability
9.8
(42 ratings)
-
(0 ratings)
Availability
7.7
(6 ratings)
-
(0 ratings)
Performance
5.7
(5 ratings)
-
(0 ratings)
Support Rating
9.8
(40 ratings)
-
(0 ratings)
In-Person Training
8.2
(1 ratings)
-
(0 ratings)
Online Training
8.1
(2 ratings)
-
(0 ratings)
Implementation Rating
8.8
(184 ratings)
-
(0 ratings)
Configurability
6.6
(7 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
6.5
(4 ratings)
-
(0 ratings)
Ease of integration
7.5
(5 ratings)
-
(0 ratings)
Product Scalability
5.7
(5 ratings)
-
(0 ratings)
Professional Services
6.4
(1 ratings)
-
(0 ratings)
Vendor post-sale
6.9
(4 ratings)
-
(0 ratings)
Vendor pre-sale
6.9
(4 ratings)
-
(0 ratings)
User Testimonials
FreshdeskHelpSpot
Likelihood to Recommend
Freshworks Inc
I recommend Freshdesk for people who need to handle a large volume of inquiries through tickets and follow-ups. This platform provides tools that will improve problem-solving efficiency, ensuring customers are satisfied with the speed with which their issues are resolved. Overall, it will optimize customer service support operations and the resolution of their problems.
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UserScape
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.
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Pros
Freshworks Inc
  • The price is great for small startups just large enough to need a support ticketing system.
  • This may seem minor, but many tools don't have this: the ability to link a contact to multiple companies/accounts.
  • Agent collision detection is great for making sure agents don't duplicate each others' work!
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UserScape
  • 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.
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Cons
Freshworks Inc
  • Data Security.
  • SLA Policies where it is not customer / contract driven but agents / groups driven.
  • Audit Trail is not available in Pro version makes the tool adoption difficult from compliance perspective.
  • Chat Bot and Fresh Chat Services has greater potential to explode, but the pricing model tagged to chat bot sessions .are illogical as it limits the ability to use the fresh chat feature
  • Agent Logon Screen use earlier version of Captcha as it is annoying for the agents to login. Very frustrating experience.
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UserScape
  • 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.
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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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UserScape
My current job does not use this platform as it is not necessary for my job function.
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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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UserScape
No answers on this topic
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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UserScape
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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UserScape
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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UserScape
No answers on this topic
In-Person Training
Freshworks Inc
Support Team's knowledge and understood the company's requirement, and always shared the insight of the usage of the tool to it s full potential, moreover the team checks periodically to check if we using the tool right and if we are facing any kind of challenges. Also they would update us on new features that can make the work easy.
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UserScape
No answers on this topic
Online Training
Freshworks Inc
Video tutorials, questions answers round before and after testing and Fresh desk team would always share best practices on the needs. Furthermore would periodically check if we are able to work smoothly. Would send alerts to known any issues, send recommendation on new features. Freshdesk team always available when we need certain advise.
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UserScape
No answers on this topic
Implementation Rating
Freshworks Inc
Our team easily implemented Freshdesk, and as soon as we started, we were pros with it. In a matter of days, we had integrated signatures and canned responses. The biggest problem was the Help Center part, but after some time, that was also integrated. We did not know some features when we started, but that is normal.
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UserScape
No answers on this topic
Alternatives Considered
Freshworks Inc
Freshdesk has a more modern and intuitive user interface, while Help Scout's interface is simpler and more minimalist.In case of features, Freshdesk offers a wider range of features, includes omnichannel support, AI powered automations, and advanced analytics. Help Scout is more focused on providing a simple and efficient ticketing system.
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UserScape
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
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Contract Terms and Pricing Model
Freshworks Inc
I was not very involved with the purchase/contract (my company purchased Fresjdesk before I was brought on), but I will say that pricing per agent made it difficult to grow our support team. Additionally, we were kind of disappointed after our upgrade because it didn't solve our pain points as much as we expected.
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UserScape
No answers on this topic
Scalability
Freshworks Inc
My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.
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UserScape
No answers on this topic
Professional Services
Freshworks Inc
Very professional, they would always ask for the steps followed and where we went wrong, they would politely share the video recording to review in case any other team member faces the same issue
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UserScape
No answers on this topic
Return on Investment
Freshworks Inc
  • Increased response times - Client Success maintains at 98% SLA for resolution
  • Categorization of feedback and issues - custom ticket fields make it easier for us to review why clients contact us on a high level
  • Standardization of internal procedures via templates, canned responses and automations
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UserScape
  • Improved ticket response time
  • Workload reporting to upper management
  • Ticket category reporting to identify training opportunities
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ScreenShots