What users are saying about
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Top Rated
217 Ratings
4 Ratings

Freshdesk

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Top Rated
217 Ratings
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Score 8.4 out of 100
4 Ratings
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Score 9.8 out of 100

Likelihood to Recommend

Freshdesk

Freshdesk does not meet expectations by requiring such a complicated installation for desktop computers, which makes it suitable mainly if you are going to work from the cloud. Based on that it is feasible that the information of each attendance performed is stored online instead of downloading it. The situation where Freshdesk can be most useful is when you need to constantly review lists of support tickets. As easy as it is to find your way around the platform and organize such lists, there is no problem in needing data quickly. It is recommended to improve the support operations of any type of startup, mainly because its model is much more adaptable to the type of small business that can pay more attention to a specific customer.
Maria Wiley | TrustRadius Reviewer

HelpSpot

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.
Kenneth Harrington-Colon | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
HelpSpot
9.0
Organize and prioritize service tickets
Freshdesk
9.0
HelpSpot
9.0
Expert directory
Freshdesk
8.4
HelpSpot
Subscription-based notifications
Freshdesk
8.4
HelpSpot
ITSM collaboration and documentation
Freshdesk
7.6
HelpSpot
Ticket creation and submission
Freshdesk
9.3
HelpSpot
9.0
Ticket response
Freshdesk
9.7
HelpSpot
9.0

Self Help Community

Freshdesk
8.3
HelpSpot
9.0
External knowledge base
Freshdesk
8.7
HelpSpot
Internal knowledge base
Freshdesk
7.9
HelpSpot
9.0

Multi-Channel Help

Freshdesk
7.4
HelpSpot
9.0
Customer portal
Freshdesk
8.4
HelpSpot
IVR
Freshdesk
3.0
HelpSpot
Social integration
Freshdesk
7.6
HelpSpot
Email support
Freshdesk
9.8
HelpSpot
9.0
Help Desk CRM integration
Freshdesk
8.3
HelpSpot

Pros

Freshdesk

  • A built-in phone system that clients use to reach our agents
  • Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
  • The support portal is a one-stop destination where customers find answers and reach out for help.
  • The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.
Elizabeth Cassidy | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Cons

Freshdesk

  • Reporting is a bit awkward sometimes, but you can level up for better reporting
  • The client onboarding to get them user accounts isn't always clearly defined
  • There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing
John Reitz | TrustRadius Reviewer

HelpSpot

  • 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.
Njon Weinroth | TrustRadius Reviewer

Likelihood to Renew

Freshdesk

Freshdesk 10.0
Based on 4 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
Jeffery Albertson | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Usability

Freshdesk

Freshdesk 8.7
Based on 20 answers
Freshdesk is by far the easiest to use Help Desk software that I have ever used. It is much simpler for day to day use. While it lacks some of the invoicing and CRM features of more cumbersome software, it more than makes up for this by being easy to use and quick for users to learn. The setup was fast as well.
Mikel Seidl | TrustRadius Reviewer

HelpSpot

No score
No answers yet
No answers on this topic

Support Rating

Freshdesk

Freshdesk 8.9
Based on 21 answers
Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.
Anonymous | TrustRadius Reviewer

HelpSpot

No score
No answers yet
No answers on this topic

Implementation Rating

Freshdesk

Freshdesk 10.0
Based on 2 answers
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

HelpSpot

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshdesk

ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.
Anonymous | TrustRadius Reviewer

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
Njon Weinroth | TrustRadius Reviewer

Return on Investment

Freshdesk

  • The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
  • We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.
Anonymous | TrustRadius Reviewer

HelpSpot

  • Improved ticket response time
  • Workload reporting to upper management
  • Ticket category reporting to identify training opportunities
Kenneth Harrington-Colon | TrustRadius Reviewer

Screenshots

Pricing Details

Freshdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Freshdesk Editions & Modules

Edition
SproutFree
Blossom$15.002
Garden$35.002
Estate$49.002
Forest$99.002
Estate Omnichannel$79.002
Forest Omnichannel$139.002
  1. Per Agent/Per Month (billed annually)
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19.00, $45.00, $69.00 and $125.00 if billed monthly. The 21-day free trial covers all features at the Estate plan.

HelpSpot

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

HelpSpot Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
HelpSpot
9.0

Likelihood to Renew

Freshdesk
10.0
HelpSpot
2.3

Usability

Freshdesk
8.7
HelpSpot

Support Rating

Freshdesk
8.9
HelpSpot

Implementation Rating

Freshdesk
10.0
HelpSpot

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