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Compare Freshdesk and Helpshift 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Mid-Market (62.5% of reviews)
Entry-Level Pricing
$0.00 Per Month
Starting at $150.00 Per Month
Freshdesk
Star Rating
(3,549)4.4 out of 5
Market Segments
Small-Business (48.6% of reviews)
Entry-Level Pricing
$0.00 Per Month
Free Trial is available
Browse all 4 pricing plansHelpshift
Star Rating
(380)4.3 out of 5
Market Segments
Mid-Market (62.5% of reviews)
Entry-Level Pricing
Starting at $150.00 Per Month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk excels in its ticket creation user experience, scoring 8.9, while Helpshift follows closely with a score of 8.7. Reviewers mention that Freshdesk's intuitive interface makes it easier for agents to create and manage tickets efficiently.
- Reviewers mention that Freshdesk's multi-channel coverage is rated at 8.4, providing robust support across various platforms, whereas Helpshift's score is not available. Users on G2 appreciate Freshdesk's seamless integration with email, social media, and live chat, enhancing customer engagement.
- Users say that Freshdesk's quality of support is rated at 8.8, which is higher than Helpshift's 8.4. Reviewers highlight that Freshdesk's customer service is responsive and helpful, making it a reliable partner for businesses.
- G2 users report that Freshdesk's SLA management is rated at 8.3, while Helpshift's is slightly lower at 8.0. Reviewers mention that Freshdesk's SLA features help ensure timely responses, which is crucial for maintaining customer satisfaction.
- Users on G2 highlight that Helpshift shines in mobile optimization, scoring 9.2 compared to Freshdesk's 8.2. Reviewers mention that Helpshift's mobile interface is user-friendly, making it easier for customers to access support on the go.
- Reviewers mention that Freshdesk's customization options for responses are rated at 9.0, which is higher than Helpshift's offerings. Users say that this flexibility allows businesses to tailor their communication effectively, enhancing the customer experience.
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Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
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
3,119
8.7
294
Ease of Use
8.8
3,139
8.8
294
Ease of Setup
8.6
2,199
8.2
138
Ease of Admin
8.7
2,140
8.4
138
Quality of Support
8.7
3,019
8.4
274
Has the product been a good partner in doing business?
8.8
2,065
8.5
134
Product Direction (% positive)
8.7
3,095
7.9
287
Features by Category
Ticket and Case Management
8.9
2145
|
Verified
8.7
161
|
Verified
8.8
2155
|
Verified
8.7
163
|
Verified
8.5
2068
|
Verified
8.5
167
|
Verified
8.5
1961
|
Verified
8.5
169
8.3
1728
|
Verified
8.1
122
|
Verified
8.5
2015
|
Verified
8.5
164
|
Verified
8.7
1935
|
Verified
8.3
161
|
Verified
8.2
1300
|
Verified
8.4
87
Generative AI
7.3
274
Feature Not Available
7.4
272
Feature Not Available
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.6
1851
|
Verified
8.6
150
|
Verified
8.9
1998
|
Verified
8.4
150
|
Verified
8.4
1244
|
Verified
8.7
125
|
Verified
8.0
1127
|
Verified
8.0
44
8.0
874
|
Verified
9.0
18
Platform
8.1
1090
|
Verified
8.5
74
|
Verified
8.1
1596
|
Verified
8.1
126
|
Verified
8.6
1482
|
Verified
8.4
75
|
Verified
8.3
1078
|
Verified
8.2
65
|
Verified
8.0
1798
|
Verified
7.8
139
|
Verified
8.3
1896
|
Verified
7.8
144
|
Verified
Channels
8.3
323
Not enough data
7.9
305
Not enough data
7.4
296
Not enough data
Design
8.2
300
Not enough data
7.8
306
Not enough data
8.2
327
Not enough data
8.3
313
Not enough data
8.4
304
Not enough data
Generative AI
7.7
238
Not enough data
7.7
238
Not enough data
Usability
8.7
241
Not enough data
8.7
238
Not enough data
8.8
233
Not enough data
Reporting
8.6
227
Not enough data
8.5
223
Not enough data
8.6
234
Not enough data
Generative AI
7.6
163
Not enough data
7.6
163
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
400
9.0
27
8.3
346
8.8
21
8.3
340
8.7
24
8.4
276
8.7
21
Support Automation
8.4
357
8.8
23
8.4
377
8.5
28
8.2
341
8.8
24
8.2
281
8.2
23
Generative AI
7.5
180
Feature Not Available
7.5
177
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
7.7
97
Feature Not Available
7.8
96
Feature Not Available
7.4
95
Feature Not Available
Communication
8.8
559
|
Verified
8.6
110
|
Verified
8.7
576
|
Verified
8.4
120
|
Verified
8.7
471
|
Verified
8.7
86
|
Verified
8.5
175
8.9
105
|
Verified
8.1
179
9.3
14
Internal Use
8.1
1596
|
Verified
8.1
126
|
Verified
8.6
182
9.2
102
|
Verified
8.2
162
8.8
77
|
Verified
8.8
538
|
Verified
9.0
97
|
Verified
8.8
496
|
Verified
8.8
83
|
Verified
8.5
525
|
Verified
8.8
92
|
Verified
Generative AI
7.9
129
Feature Not Available
Self-Service Experience
8.7
943
8.8
148
8.6
897
8.5
138
8.3
672
8.2
107
8.2
226
8.9
21
8.4
241
8.9
21
Self-Service Platform
8.5
238
8.1
22
8.6
243
8.6
23
7.9
204
8.2
17
8.5
221
8.6
23
Agentic AI - Customer Self-Service
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
Generative AI
8.2(won by default)
69
Not enough data
8.0(won by default)
69
Not enough data
Process
8.6(won by default)
147
Not enough data
9.3(won by default)
467
Not enough data
8.6(won by default)
359
Not enough data
Channels
9.2(won by default)
462
Not enough data
8.8(won by default)
402
Not enough data
8.8(won by default)
363
Not enough data
8.6(won by default)
325
Not enough data
Feature Not Available
Not enough data
Insight
8.7(won by default)
366
Not enough data
8.7(won by default)
155
Not enough data
8.7(won by default)
359
Not enough data
9.1(won by default)
431
Not enough data
Generative AI
7.7
74
Feature Not Available
7.7
74
Feature Not Available
Customer Query Resolution - AI Customer Support 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
Customer Interaction Automation - AI Customer Support 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
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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, Conversational Support, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Freshdesk is categorized as Shared Inbox, Complaint Management, Customer Communications Management, Social Customer Service, and AI Customer Support Agents
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
17.1%
Computer Software
12.7%
Internet
4.2%
Financial Services
4.0%
Education Management
3.6%
Other
58.3%
Computer Games
22.3%
Entertainment
8.3%
Financial Services
6.8%
Banking
6.8%
Consumer Services
5.7%
Other
50.0%
Most Helpful Reviews
Freshdesk
Most Helpful Favorable Review
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Most Helpful Critical Review
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
Helpshift
Most Helpful Favorable Review
Verified User in Transportation/Trucking/Railroad
I like that it was be used internally and with clients.
Most Helpful Critical Review
Verified User in Market Research
The process for setting up bots is convoluted and requires lots of tedious work along the workflow whenever a bot needs to be edited.
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Verified User in Transportation/Trucking/Railroad
I like that it was be used internally and with clients.
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
Verified User in Market Research
The process for setting up bots is convoluted and requires lots of tedious work along the workflow whenever a bot needs to be edited.
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
Freshdesk is primarily a customer support software, but it can be integrated with CRM systems to enhance customer relationship management.
3 comments
DD
CertainlyRead 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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