Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshservice
Score 8.7 out of 10
N/A
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$19
Per Month Per User
HelpSpot
Score 4.1 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
FreshserviceHelpSpot
Editions & Modules
Starter
$19.00
Per Month Per User
Growth
$49.00
Per Month Per User
Pro
$95.00
Per Month Per User
Enterprise
$119
No answers on this topic
Offerings
Pricing Offerings
FreshserviceHelpSpot
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
FreshserviceHelpSpot
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
FreshserviceHelpSpot
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshservice
8.2
112 Ratings
1% above category average
HelpSpot
9.0
1 Ratings
13% above category average
Organize and prioritize service tickets9.0112 Ratings9.01 Ratings
Expert directory7.578 Ratings00 Ratings
Service restoration7.063 Ratings00 Ratings
Self-service tools8.4102 Ratings00 Ratings
Subscription-based notifications8.581 Ratings00 Ratings
ITSM collaboration and documentation8.693 Ratings00 Ratings
ITSM reports and dashboards8.397 Ratings00 Ratings
Ticket creation and submission00 Ratings9.01 Ratings
Ticket response00 Ratings9.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Freshservice
7.7
90 Ratings
6% below category average
HelpSpot
-
Ratings
Configuration mangement8.483 Ratings00 Ratings
Asset management dashboard7.988 Ratings00 Ratings
Policy and contract enforcement6.762 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Freshservice
8.2
84 Ratings
2% below category average
HelpSpot
-
Ratings
Change requests repository8.478 Ratings00 Ratings
Change calendar7.964 Ratings00 Ratings
Service-level management8.278 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshservice
-
Ratings
HelpSpot
9.0
1 Ratings
15% above category average
Internal knowledge base00 Ratings9.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshservice
-
Ratings
HelpSpot
9.0
1 Ratings
16% above category average
Email support00 Ratings9.01 Ratings
Best Alternatives
FreshserviceHelpSpot
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshserviceHelpSpot
Likelihood to Recommend
9.0
(113 ratings)
9.0
(3 ratings)
Likelihood to Renew
9.1
(2 ratings)
2.3
(2 ratings)
Usability
9.1
(6 ratings)
-
(0 ratings)
Support Rating
8.4
(77 ratings)
-
(0 ratings)
Implementation Rating
9.1
(2 ratings)
-
(0 ratings)
Ease of integration
7.3
(1 ratings)
-
(0 ratings)
User Testimonials
FreshserviceHelpSpot
Likelihood to Recommend
Freshworks Inc
Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice. I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better.
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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
  • Workflow automation
  • Knowledge base articles for users and agents
  • easy to add categories & sub category and make them compulsory so that ticket cannot be closed without filling the information
  • it works with email address very simple to create different department and queues
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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
  • Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools.
  • Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors.
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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
It's overall value in our organization is extremely high and it has become an essential part of our business.
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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
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
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UserScape
No answers on this topic
Support Rating
Freshworks Inc
I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.
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UserScape
No answers on this topic
Implementation Rating
Freshworks Inc
think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
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UserScape
No answers on this topic
Alternatives Considered
Freshworks Inc
I've used monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value. NinjaOne's ticketing is not built out so we only use it for its RMM features. Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has
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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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Return on Investment
Freshworks Inc
  • Freshservice has allowed our organization to better track the amount of tickets that come in for a particular individual. This allows us to better support a user that is having multiple of the same issue over an extended period.
  • The communication to the user has greatly increased due to the automated messages that Freshservice has built in.
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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

Freshservice Screenshots

Screenshot of Android App SupportScreenshot of Asset ManagementScreenshot of Project ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project Management