Front vs. HelpDesk

Front

HelpDesk

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Front	Score 9.2 out of 10	N/A	Front is a communication hub that helps businesses keep the human touch in every interaction.	$29 per month per user
HelpDesk	Score 7.2 out of 10	N/A	HelpDesk is an online ticketing system that simplifies team workflows and enhances internal collaboration. Equipped with AI features, it optimizes responses and manages email overload through smart categorization. HelpDesk offers email and mail overload management through intelligent filtering and prioritization. With 256-bit SSL encryption, it provides a secure and reliable environment for enterprise customer service operations.	$34 per month per agent

Pricing

Front

HelpDesk

Editions & Modules

Starter: $29
per month per user
Growth: $79
per month per user
Scale: $99
per month (billed annually) per user
Premier: $229
per month (billed annually) per seat (50 seat minimum)

Team: $34
per month per agent
Business: $59
per month per agent
Enterprise: Contact Sales

Offerings

Pricing Offerings
Front	HelpDesk
Free Trial
Yes	Yes
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

No setup fee

Additional Details

Discount for annual pricing on Starter and Growth plans. Scale and Premier plans are annual price only.

15% discount for annual pricing.

More Pricing Information

Community Pulse
	Front	HelpDesk
Considered Both Products	Front Verified User Anonymous Chose Front Front is cleaner from an email communication standpoint. Less details are sometimes better. Hubspot is more of a CRM and that focus is key. While Front is more of a communication channel. Incentivized Helpful? Verified User Anonymous Chose Front Front was easier to have shared inbox. It also gave us more flexibility in tagging, both tagging users and tagging the emails to triage. It was also quick to set up and get users on boarded and trained. We found it was just a more intuitive and flexible system for us. Incentivized Helpful? Patrick Blake Network System Administrator Chose Front Front is better for communication with the team. Incentivized Helpful? Bryan R. Zapata P. dispatcher Chose Front We switched to Front because of how simple it looked, then we realized we could tailor it to the type of business we have. I don't see us using any other tool to manage emails besides Front. Incentivized Helpful? Siddhant Salil Customer Success Manager Chose Front I have only used Gmail in the past and Front is any day better than Gmail in terms of the interface and ease of usage. The ability to send scheduling links and comments between the email threads makes it better than Gmail. The shared inbox also makes it easier for the entire … Incentivized Helpful? Verified User Anonymous Chose Front NA Incentivized Helpful? Verified User Anonymous Chose Front Front's UX/UI is more intuitive. The work seems to flow better in their app. Incentivized Helpful? Verified User Anonymous Chose Front A few features are very good in Front that are not in Outlook, like sharing draft content with teammates, commenting, read receipts, etc., which made us choose Front. Incentivized Helpful? JA Jett Austria CSM Chose Front The tagging feature stands out. Their tagging can be quite deep and effective if it's set up properly. For example, I can pull out all the clients who [have] an issue with billing. Or better yet valued clients who [have] a specific MRR that has an issue with billing that needed … Incentivized Helpful? Verified User Anonymous Chose Front Front is honestly an amazing blend of an email server and slack, as it allows for nimble, efficient, and immediate communication between team members without needing to forward a single email back-and-forth before finally responding to a client. Front also saves time when … Incentivized Helpful? MB Mark Bustilla Customer Success Chose Front This is something I am not familiar but it seems like it is [available] in Gmail. Thus I cannot give any feedback about it. What I am sure about is Front works for our team and I see Zoom using the service in the Customer Success Organization in a long run. Incentivized Helpful? JM Jason Monroe Software Engineer Chose Front Thanks to Front, it has allowed us to have smooth and effective internal communication between departments, attaching projects, problems, and endless files without any problem. It is allowing us to have practical and soft customer support. Incentivized Helpful? Darren Mihalic Business Development Manager Chose Front Front is better than any other tool. It is a great app to use also because of its multipurpose features. Anyone can also use this app for your customized business needs and manage your work accordingly. I feel that Front is easy to use and it is also very user-friendly due to … Incentivized Helpful? Alena Burda Senior Software Engineer Chose Front I love how scalable the software is. Also, Front comprises many good features that are needed for helping teams work efficiently and effectively for sales and support. Incentivized Helpful? Ben Pincus Sales Executive Chose Front Front has been simple to implement and operate on our team. It is not possible to lose an email; it is impressive how it adapts better while being used daily. We can have excellent communication between colleagues, the percentage of evaluations, and changes in planned tasks … Incentivized Helpful? Jonatan Serna Higuera Supervisor Chose Front Front is always getting the newest capabilities of the industry [and] is never behind. Instead, it provides you with features that [you] would not even think exist. Also, it is faster than other apps [and] takes just a moment for you to get started in your daily tasks. Incentivized Helpful? Verified User Anonymous Chose Front Front was not designed as a ticketing system and doesn't have great reporting tools, but the commenting and draft features were important and other platforms' versions of these features were weak or unintuitive. It should be noted that we ended up developing our own messaging … Incentivized Helpful? Patryk Odedina Loan Consultant Chose Front Front is so much simpler to search and access templates for emails or texts. Incentivized Helpful? Verified User Anonymous Chose Front It offered newer features and more ways to control user communication inflow, as well as team roster management. The Front app also had a presence on the app, mobile web, and web, which was helpful for on-the-go email queue management. In short, at the time we made this … Incentivized Helpful? Tim Berman Founder and Growth Evangelist Chose Front Front manages more communication channels. Incentivized Helpful? Rick Scouffas Head of Sales Operations at Sentry.io Chose Front We have used Yesware. It's a really good lead prospecting tool, but doesn't have the shared inbox, or collaborative capabilities of Front. Incentivized Helpful? Verified User Anonymous Chose Front Zendesk is by far the market leader here and offers a tremendous solution. It is, of course, very expensive -- especially if you require multi-brand support. Many of the other solutions (except Groove) offer some flavor of multi-brand support but they are not as good as … Incentivized Helpful? Verified User Anonymous Chose Front We had all our leads going to a gmail account before front. Front solved so many problems that Gmail had. It was much more user friendly for somethings and it was a much more flexible software that we were able to use to meet our needs. It also has a reporting feature that … Incentivized Helpful? Tom Davies Customer Success Manager Chose Front Front is a flexible and quickly growing tool that integrates with almost every system we use. Front have been our go-to support system since we started and will continue to be for the foreseeable future. Incentivized Helpful?	HelpDesk No answer on this topic

Features

Front

HelpDesk

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Front 7.7 Ratings 6% below category average	HelpDesk - Ratings
Organize and prioritize service tickets	8.30 Ratings	00 Ratings
Subscription-based notifications	6.80 Ratings	00 Ratings
Ticket creation and submission	7.80 Ratings	00 Ratings
Ticket response	7.80 Ratings	00 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	Front 7.1 Ratings 12% below category average	HelpDesk - Ratings
External knowledge base	7.10 Ratings	00 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	Front 8.8 Ratings 10% above category average	HelpDesk - Ratings
Customer portal	8.40 Ratings	00 Ratings
Social integration	9.40 Ratings	00 Ratings
Email support	9.20 Ratings	00 Ratings
Help Desk CRM integration	8.40 Ratings	00 Ratings

Best Alternatives
	Front	HelpDesk
Small Businesses	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	SysAid Score 8.9 out of 10	SysAid Score 8.9 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Front	HelpDesk
Likelihood to Recommend	9.1 (0 ratings)	- (0 ratings)
Likelihood to Renew	9.0 (0 ratings)	- (0 ratings)
Usability	9.4 (0 ratings)	- (0 ratings)
Support Rating	9.8 (0 ratings)	- (0 ratings)

User Testimonials
	Front	HelpDesk
Likelihood to Recommend	I think Front is very useful for every company with multiple teams working together on different emails from clients. Not so useful if a lot of different teams need to work on a request at the same time, because when an email is sitting in multiple shared inboxes things can get messy. Also would not recommend for teams that work is individualized, as team work is the main point of Front. Incentivized Verified User Anonymous Read full review	No answers on this topic
Pros	I call them "sticky notes" but Front calls them Comments. It's a way to collaboratively make comments on messages sent to joint inboxes for folks to coordinate a response before it goes back to the sender. When exchanging with someone using the Comments feature, someone can create a draft reply and then share it before it goes out. It also includes the typing indicator letting you know they are not just replying, but specifically working on a draft reply. These things are really great for individuals, or teams, that don't sit next to each other. Tagging. It's a fairly simple concept, but very useful for classifying notes and being able to manage, what could be, a messy inbox. Additionally, the ability to have your own personal tags really allows the user to manage their own messages in a way that works best for them. Incentivized Rick Scouffas Head of Sales Operations at Sentry.io Read full review	No answers on this topic
Cons	Zoom Meeting Integration as there are some clients who want to have a call immediately. Tagging can be improved - looks scattered. Calendly Integration, they have their own calendar appointment but it would be good if I don't need to leave the front to set up [calendar] appointments. Incentivized JA Jett Austria CSM Read full review	No answers on this topic
Likelihood to Renew	We are very happy with Front and don't anticipate changing Incentivized Verified User Anonymous Read full review	No answers on this topic
Usability	It's very easy to understand and use by new customer support agents as well. Be it a technology, product, or marketing person, we have trained most of the company folks to read and respond to customer conversations in their free time with the help of the Front app. It is also easy to set up for an admin and manage his/her team with communication rules. Incentivized Verified User Anonymous Read full review	No answers on this topic
Support Rating	The support is good, and it's definitely prompt, but still lags when it comes to technical requirements, as I guess they are slow in developing newer features fast. So no complaints in terms of responsiveness, but yeah, at times it's not very helpful when you need certain features or are blocked on things which can't be unblocked. Incentivized Verified User Anonymous Read full review	No answers on this topic
Alternatives Considered	This is something I am not familiar but it seems like it is [available] in Gmail. Thus I cannot give any feedback about it. What I am sure about is Front works for our team and I see Zoom using the service in the Customer Success Organization in a long run. Incentivized MB Mark Bustilla Customer Success Read full review	No answers on this topic
Return on Investment	Quality- with all the benefits given, in just matter of time, all your organization will find it familiar and less effort is needed when composing emails. Effectiveness- no one wants to miss an email, or never respond to a possible customer. Front will help you that. If you do not want to send that email now, you can set a timer and Front will send it for you later on. Simplicity- Front is not the most difficult app to handle, indeed, it is too easy to learn. From the first moment you will have a guided tour and will learn all the good things that it has for you. Incentivized Jonatan Serna Supervisor Read full review	No answers on this topic
ScreenShots	Front Screenshots	HelpDesk Screenshots