What users are saying about
<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
9 Ratings

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
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

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

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

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

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.
Anonymous | 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

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.
Partha Roy | 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

  • 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.
Anonymous | 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

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
  1. per month per agent
  2. Up to 10 agents
  3. 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
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 8.6
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!
Anonymous | TrustRadius Reviewer

HelpSpot

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.
Karan Thakur | TrustRadius Reviewer

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.
Karan Thakur | TrustRadius Reviewer

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.
Maria Wiley | TrustRadius Reviewer

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.
Karan Thakur | TrustRadius Reviewer

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.
Karan Thakur | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

HelpSpot

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.
Jared Lerner | 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

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.
Karan Thakur | TrustRadius Reviewer

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.
Karan Thakur | TrustRadius Reviewer

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]
John Reitz | TrustRadius Reviewer

HelpSpot

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

Add comparison