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Compare Freshdesk and Helpshift 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Mid-Market (62.3% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Starting at $150.00 Per Month
Freshdesk
Star Rating
(3,678)4.4 out of 5
Market Segments
Small-Business (48.3% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansHelpshift
Star Rating
(381)4.3 out of 5
Market Segments
Mid-Market (62.3% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $150.00 Per Month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in user experience, with many praising its intuitive UI and UX. Users appreciate how easy it is to navigate and utilize, with one IT Support Specialist noting its reliability and clean design, making it enjoyable to work with.
- According to verified reviews, Freshdesk's implementation process is notably quick and straightforward. Recent users highlighted the seamless integration with tools like Genesys Cloud and Microsoft Teams, which enhances daily operations and ticket management.
- Users say that Helpshift offers a user-friendly experience, particularly for tracking tickets. Reviewers mention that it is easy to manage customer queries, making it a valuable tool for everyday tasks, especially in customer follow-ups.
- Reviewers mention that Freshdesk's ticketing system is robust, with features like the child ticket option that simplifies the escalation process by automatically duplicating information from parent tickets, which users find incredibly helpful.
- G2 reviewers highlight that Helpshift shines in its integration capabilities, particularly with Unity, and its offline FAQ feature, which users find beneficial for maintaining customer support even without internet access.
- According to recent feedback, Freshdesk outperforms Helpshift in overall satisfaction metrics, with users consistently rating it higher across various categories, including quality of support and ease of use, making it a preferred choice for many businesses.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Helpshift
Starter
Starting at $150.00
Per Month
Get started quickly with our Starter package of Mobile-First Customer Service Platform.
All packages come with 1,000 issues per month to get you started.
- Web & Mobile In-App Messaging
- Web & Mobile In-App Help Center
- Mobile SDK Integration
Free Trial
Freshdesk
Free Trial is available
Helpshift
Free Trial is available
Ratings
Meets Requirements
8.6
3,222
8.6
295
Ease of Use
8.9
3,244
8.8
295
Ease of Setup
8.6
2,303
8.2
139
Ease of Admin
8.7
2,174
8.4
138
Quality of Support
8.7
3,119
8.4
275
Has the product been a good partner in doing business?
8.8
2,097
8.5
134
Product Direction (% positive)
8.8
3,195
7.9
288
Features by Category
Ticket and Case Management
8.9
2232
|
Verified
8.7
161
|
Verified
8.8
2246
|
Verified
8.7
163
|
Verified
8.5
2159
|
Verified
8.5
167
|
Verified
8.5
2046
|
Verified
8.5
169
8.3
1805
|
Verified
8.1
122
|
Verified
8.5
2090
|
Verified
8.5
164
|
Verified
8.7
2014
|
Verified
8.3
161
|
Verified
8.3
1377
|
Verified
8.4
87
Generative AI
7.3
332
Feature Not Available
7.4
330
Feature Not Available
Agentic AI - Help Desk
7.1
60
Not enough data
6.9
60
Not enough data
7.3
60
Not enough data
Communication Channels
8.6
1927
|
Verified
8.6
150
|
Verified
8.9
2081
|
Verified
8.4
150
|
Verified
8.4
1317
|
Verified
8.7
125
|
Verified
8.0
1195
|
Verified
8.0
44
7.9
941
|
Verified
9.0
18
Platform
8.0
1160
|
Verified
8.5
74
|
Verified
8.1
1662
|
Verified
8.1
126
|
Verified
8.6
1547
|
Verified
8.4
75
|
Verified
8.2
1149
|
Verified
8.2
65
|
Verified
8.0
1872
|
Verified
7.8
139
|
Verified
8.3
1961
|
Verified
7.8
144
|
Verified
Channels
8.4
358
Not enough data
8.0
335
Not enough data
7.5
325
Not enough data
Design
8.2
331
Not enough data
7.8
336
Not enough data
8.3
356
Not enough data
8.3
345
Not enough data
8.4
333
Not enough data
Generative AI
7.7
266
Not enough data
7.8
266
Not enough data
Usability
8.7
267
Not enough data
8.7
263
Not enough data
8.8
257
Not enough data
Reporting
8.6
251
Not enough data
8.5
248
Not enough data
8.6
259
Not enough data
Generative AI
7.5
183
Not enough data
7.6
183
Not enough data
Responses
Not enough data
9.0
24
Not enough data
8.5
24
Not enough data
8.9
23
Not enough data
8.8
22
Not enough data
9.0
22
Platform
Not enough data
9.4
21
Not enough data
9.2
22
Not enough data
8.5
22
Not enough data
8.2
21
Not enough data
9.0
15
Not enough data
8.6
20
Not enough data
8.9
22
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Conversational Platform
8.3
437
9.0
27
8.3
385
8.8
21
8.3
377
8.7
24
8.4
312
8.7
21
Support Automation
8.4
393
8.8
23
8.4
414
8.5
28
8.2
377
8.8
24
8.2
319
8.2
23
Generative AI
7.4
212
Feature Not Available
7.4
208
Feature Not Available
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channel
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.9
119
Feature Not Available
7.9
117
Feature Not Available
7.6
116
Feature Not Available
Communication
8.8
586
|
Verified
8.6
110
|
Verified
8.7
602
|
Verified
8.4
120
|
Verified
8.7
496
|
Verified
8.7
86
|
Verified
8.5
201
8.9
105
|
Verified
8.2
203
9.3
14
Internal Use
8.1
1662
|
Verified
8.1
126
|
Verified
8.6
205
9.2
102
|
Verified
8.1
187
8.8
77
|
Verified
8.8
560
|
Verified
9.0
97
|
Verified
8.8
520
|
Verified
8.8
83
|
Verified
8.6
548
|
Verified
8.8
92
|
Verified
Generative AI
7.9
144
Feature Not Available
Self-Service Experience
8.7
961
8.8
148
8.6
913
8.5
138
8.3
687
8.2
107
8.2
242
8.9
21
8.4
259
8.9
21
Self-Service Platform
8.5
255
8.1
22
8.6
264
8.6
23
8.0
224
8.2
17
8.4
239
8.6
23
Agentic AI - Customer Self-Service
7.8
19
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.8
20
Not enough data
7.5
19
Not enough data
7.4
18
Not enough data
7.7
18
Not enough data
Generative AI
8.2(won by default)
81
Not enough data
8.1(won by default)
81
Not enough data
Process
8.6(won by default)
164
Not enough data
9.3(won by default)
485
Not enough data
8.6(won by default)
374
Not enough data
Channels
9.2(won by default)
480
Not enough data
8.7(won by default)
418
Not enough data
8.8(won by default)
380
Not enough data
8.5(won by default)
342
Not enough data
8.3(won by default)
57
Not enough data
Insight
8.6(won by default)
384
Not enough data
8.7(won by default)
172
Not enough data
8.6(won by default)
376
Not enough data
9.1(won by default)
447
Not enough data
Generative AI
7.7
88
Feature Not Available
7.7
87
Feature Not Available
Customer Query Resolution - AI Customer Support Agents
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.1
12
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.6
13
Not enough data
8.7
13
Not enough data
8.6
13
Not enough data
Automation
9.0
12
Not enough data
8.8
12
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.5
12
Not enough data
8.2
12
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Helpshift are categorized as Digital Customer Service Platforms, Help Desk, Conversational Support, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents, Shared Inbox, Complaint Management, Customer Communications Management, and Social Customer Service
Helpshift is categorized as Chatbots and Multilingual Customer Support
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Helpshift
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.0%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.1%
Computer Games
22.6%
Entertainment
8.3%
Financial Services
6.8%
Banking
6.8%
Consumer Services
5.6%
Other
49.9%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
How can I improve my customer satisfaction if I have few staff handling Helpshift?
2 Comments
RR
You should increase your staff in such a way that the response time is compensated with the use of this tool.Read more
What would be the best way to receive notifications of chats waiting to be answered.
1 Comment
ŁM
You can create time based automations with add as an action internal note with notification of one of agents. Read more
What's the best way to correctly set up Helpshift Analytics?
1 Comment
TA
Honestly, your Helpshift account manager is the best way to set up Analytics. They will set up a call and walk you through the process as well as make sure...Read more
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