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Compare Freshdesk and Kustomer 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Mid-Market (66.3% of reviews)
Entry-Level Pricing
$0.00 Per Month
Starting at $89.00 1 User 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 plansKustomer
Star Rating
(432)4.4 out of 5
Market Segments
Mid-Market (66.3% of reviews)
Entry-Level Pricing
Starting at $89.00 1 User Per Month
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk excels in ticket creation user experience with a score of 8.9, while Kustomer shines in ticket collaboration, receiving a higher score of 9.2. Reviewers mention that Freshdesk's interface is intuitive, making it easy for agents to create tickets quickly.
- Reviewers mention that Kustomer offers superior multi-channel coverage, particularly in social media and text communication, scoring 9.3 and 9.6 respectively. In contrast, Freshdesk's scores in these areas are lower, indicating that Kustomer may provide a more comprehensive approach to customer engagement across various platforms.
- Users on G2 highlight that Kustomer's SLA management is rated higher at 8.8 compared to Freshdesk's 8.3. Reviewers say that Kustomer's ability to set and manage service level agreements is more robust, allowing for better tracking of response times and customer satisfaction.
- G2 users report that Kustomer's automation features, particularly in response automation and intelligent routing, are more advanced, scoring 8.8 and 9.0 respectively. Users say that these features help streamline workflows and improve efficiency, whereas Freshdesk's automation capabilities are perceived as less effective.
- Reviewers mention that Kustomer's customer profiles and personalization features are rated higher, with scores of 9.1, compared to Freshdesk's 8.5. Users say that Kustomer's ability to create detailed customer profiles enhances the personalization of interactions, leading to improved customer experiences.
- Users report that Freshdesk's ease of use and setup are rated well at 8.8 and 8.6, respectively, making it a favorable choice for small businesses. However, Kustomer's overall user experience is also strong, with an equal ease of use score, indicating that both platforms are user-friendly but may cater to different business sizes and needs.
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Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
Kustomer
Enterprise
Starting at $89.00
1 User Per Month
Track, prioritize, and engage with customers on every channel.
- Email, Chat, SMS, Social, WhatsApp, Self-service
- Voice Provider Integrations
- Proactive Service
Free Trial
Freshdesk
Free Trial is available
Kustomer
No trial information availableRatings
Meets Requirements
8.6
3,119
8.9
315
Ease of Use
8.8
3,139
8.8
327
Ease of Setup
8.6
2,199
8.4
144
Ease of Admin
8.7
2,140
8.1
130
Quality of Support
8.7
3,019
8.9
298
Has the product been a good partner in doing business?
8.8
2,065
8.8
125
Product Direction (% positive)
8.7
3,095
8.6
306
Features by Category
Ticket and Case Management
8.9
2145
|
Verified
9.1
134
|
Verified
8.8
2155
|
Verified
9.0
138
|
Verified
8.5
2068
|
Verified
8.7
140
|
Verified
8.5
1961
|
Verified
8.8
135
|
Verified
8.3
1728
|
Verified
8.8
114
|
Verified
8.5
2015
|
Verified
8.7
134
|
Verified
8.7
1935
|
Verified
9.2
134
|
Verified
8.2
1300
|
Verified
9.1
130
|
Verified
Generative AI
7.3
274
7.6
7
7.4
272
7.6
7
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
9.0
119
|
Verified
8.9
1998
|
Verified
9.1
137
|
Verified
8.4
1244
|
Verified
9.1
116
|
Verified
8.0
1127
|
Verified
8.5
118
|
Verified
8.0
874
|
Verified
8.9
105
Platform
8.1
1090
|
Verified
8.7
41
8.1
1596
|
Verified
8.9
118
|
Verified
8.6
1482
|
Verified
9.2
80
|
Verified
8.3
1078
|
Verified
9.0
75
|
Verified
8.0
1798
|
Verified
8.4
110
|
Verified
8.3
1896
|
Verified
8.4
111
|
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
Conversational Platform
8.3
400
9.0
152
8.3
346
9.1
146
8.3
340
9.1
135
8.4
276
9.0
56
Support Automation
8.4
357
9.0
131
8.4
377
9.0
147
8.2
341
9.3
124
8.2
281
8.8
58
Generative AI
7.5
180
9.0
22
7.5
177
9.0
22
Generative AI
7.7
97
7.7
18
7.8
96
7.7
18
7.4
95
7.2
17
Communication
8.8
559
|
Verified
9.1
130
|
Verified
8.7
576
|
Verified
8.9
148
|
Verified
8.7
471
|
Verified
9.2
119
|
Verified
8.5
175
9.0
109
|
Verified
8.1
179
8.4
58
Internal Use
8.1
1596
|
Verified
8.9
118
|
Verified
8.6
182
9.1
128
|
Verified
8.2
162
8.6
65
8.8
538
|
Verified
8.8
126
|
Verified
8.8
496
|
Verified
9.0
130
|
Verified
8.5
525
|
Verified
9.2
148
|
Verified
Generative AI
7.9
129
8.3
14
Self-Service Experience
8.7
943
8.7
68
8.6
897
8.4
65
8.3
672
8.5
49
8.2
226
8.5
32
8.4
241
8.4
36
Self-Service Platform
8.5
238
9.1
37
8.6
243
8.8
37
7.9
204
8.8
33
8.5
221
9.0
37
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
69
8.6(won by 0.4)
11
8.0
69
8.3(won by 0.3)
10
Process
8.6
147
9.6(won by 1.0)
26
9.3
467
9.4(won by 0.1)
30
8.6
359
9.5(won by 0.9)
31
Channels
9.2
462
9.6(won by 0.4)
32
8.8
402
9.3(won by 0.5)
29
8.8
363
9.1(won by 0.3)
29
8.6
325
9.0(won by 0.4)
28
Feature Not Available
9.5(won by default)
28
Insight
8.7
366
9.1(won by 0.4)
29
8.7
155
8.9(won by 0.2)
32
8.7
359
9.0(won by 0.3)
28
9.1
431
9.3(won by 0.2)
30
Generative AI
7.7
74
8.1
14
7.7
74
8.1
14
Customization - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration - AI Agent Builders
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 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 Kustomer are categorized as Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Freshdesk is categorized as Shared Inbox, Complaint Management, Customer Communications Management, and AI Customer Support Agents
Kustomer is categorized as AI Agent Builders
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kustomer
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%
Retail
13.0%
Consumer Services
12.2%
Health, Wellness and Fitness
6.7%
Food & Beverages
6.2%
Apparel & Fashion
5.5%
Other
56.4%
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...
Kustomer
Most Helpful Favorable Review
Mavelli J.
Verified User in Food Production
I like how I can filter my things to figure out my performance. And I can chat well emailing with my customers!
Most Helpful Critical Review
Verified User in Hospital & Health Care
Periodically,Kustomer can crash and that hinders all our work. We usually have reps call in to help fix the issue.
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...
Mavelli J.
Verified User in Food Production
I like how I can filter my things to figure out my performance. And I can chat well emailing with my customers!
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 Hospital & Health Care
Periodically,Kustomer can crash and that hinders all our work. We usually have reps call in to help fix the issue.
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 long are your contracts? Can I change plans?
1 comment
Official Response from Kustomer
Plans are annual. We will work with you on a payment plan if needed.Read more
Is my business data private and safe?
1 comment
Official Response from Kustomer
Yes. Customer security and privacy is a core value at Kustomer, and our team has extensive experience building secure applications. We combine...Read more
Yes, Kustomer integrates with various applications to enhance customer service and support operations.
1 comment
Official Response from Kustomer
Absolutely. We have native and partner integrations with a wide range of partners including Amazon Connect, Shopify, Talkdesk, Piesync, Aircall, Segment,...Read more
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