Compare Freshdesk and Help Scout 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Small-Business (61.8% of reviews)
Entry-Level Pricing
$0.00 Per Month
$50.00 Per Month
Freshdesk
Star Rating
(3,504)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 plansHelp Scout
Star Rating
(407)4.4 out of 5
Market Segments
Small-Business (61.8% of reviews)
Entry-Level Pricing
$50.00 Per Month
Free Trial is available
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk's ticket creation user experience scores an 8.9, which is slightly lower than Help Scout's impressive 9.2. Reviewers mention that Help Scout's interface is more intuitive, making it easier for agents to create and manage tickets efficiently.
- Reviewers mention that Help Scout excels in multi-channel coverage with a score of 9.8, compared to Freshdesk's 8.4. Users on G2 appreciate Help Scout's seamless integration across various communication channels, enhancing customer engagement.
- Users say that Help Scout's ease of use is rated at 9.2, while Freshdesk's is 8.8. Reviewers highlight that Help Scout's straightforward navigation and user-friendly design contribute to a smoother onboarding process for new team members.
- G2 users report that Help Scout's quality of support is rated at 9.1, surpassing Freshdesk's 8.8. Reviewers mention that Help Scout's customer service is responsive and helpful, which is crucial for businesses needing timely assistance.
- Users on G2 highlight that Help Scout's internal discussion feature scores 9.1, while Freshdesk's is rated at 8.6. Reviewers say that Help Scout's internal communication tools facilitate better collaboration among team members, leading to improved ticket resolution times.
- Reviewers mention that Freshdesk's entry-level price is $0.00, making it an attractive option for small businesses, while Help Scout starts at $50.00. Users report that this pricing difference can significantly impact budget-conscious companies looking for effective customer support solutions.
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Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
Help Scout
Standard
$50.00
Per Month
Starts with 100 contacts per month and unlimited users
- All Free features and...
- Multiple Inboxes and Docs sites
- API and 100+ integrations
Free Trial
Freshdesk
Free Trial is available
Help Scout
Free Trial is available
Ratings
Meets Requirements
8.6
3,074
8.7
307
Ease of Use
8.9
3,094
9.2
309
Ease of Setup
8.6
2,153
9.1
156
Ease of Admin
8.7
2,113
9.1
160
Quality of Support
8.8
2,976
9.1
281
Has the product been a good partner in doing business?
8.8
2,040
9.1
153
Product Direction (% positive)
8.8
3,052
8.1
294
Features by Category
Ticket and Case Management
8.9
2124
|
Verified
9.2
170
|
Verified
8.8
2135
|
Verified
9.2
169
|
Verified
8.5
2047
|
Verified
8.6
183
|
Verified
8.5
1940
|
Verified
8.6
159
8.3
1707
|
Verified
Feature Not Available
8.5
1994
|
Verified
8.6
171
|
Verified
8.7
1914
|
Verified
8.9
170
|
Verified
8.2
1279
|
Verified
8.2
94
Generative AI
7.4
257
Not enough data
7.6
255
Not enough data
Communication Channels
8.6
1830
|
Verified
Feature Not Available
8.9
1977
|
Verified
9.3
161
|
Verified
8.4
1223
|
Verified
7.7
96
|
Verified
8.1
1106
|
Verified
7.8
56
8.0
854
|
Verified
7.4
24
|
Verified
Platform
8.1
1069
|
Verified
7.3
34
8.1
1572
|
Verified
7.8
85
|
Verified
8.6
1461
|
Verified
8.7
99
|
Verified
8.3
1057
|
Verified
8.6
73
|
Verified
8.0
1777
|
Verified
8.1
139
|
Verified
8.3
1875
|
Verified
8.3
146
|
Verified
Channels
8.4
309
9.8
9
7.9
291
8.9
6
7.5
282
8.3
5
Design
8.2
286
7.9
7
7.8
292
9.2
6
8.3
313
8.7
10
8.3
299
9.2
10
8.4
290
9.6
9
Generative AI
7.7
224
Not enough data
7.7
224
Not enough data
Usability
8.8
233
Not enough data
8.7
230
Not enough data
8.8
225
Not enough data
Reporting
8.6
220
Not enough data
8.5
217
Not enough data
8.6
228
Not enough data
Generative AI
7.6
157
Not enough data
7.6
157
Not enough data
Conversational Platform
8.3
386
8.3
56
8.4
333
8.5
30
8.3
326
8.7
32
8.4
262
8.4
35
Support Automation
8.5
344
8.4
35
8.4
363
8.9
41
8.3
327
8.4
33
8.2
269
9.1
35
Generative AI
7.7
167
Not enough data
7.7
164
Not enough data
Sorting & Filtering
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integrations
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Time Management
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
7.8
90
Feature Not Available
7.9
89
Feature Not Available
7.5
88
Feature Not Available
Communication
8.8
549
|
Verified
9.0
27
|
Verified
8.7
567
|
Verified
8.9
28
|
Verified
8.7
462
|
Verified
Feature Not Available
8.5
166
8.1
20
|
Verified
8.1
170
Feature Not Available
Internal Use
8.1
1572
|
Verified
7.8
85
|
Verified
8.6
173
8.7
27
|
Verified
8.2
154
7.7
16
|
Verified
8.8
529
|
Verified
9.0
30
|
Verified
8.8
487
|
Verified
9.5
28
|
Verified
8.5
516
|
Verified
8.6
28
|
Verified
Generative AI
8.0
124
Feature Not Available
Self-Service Experience
8.7
936
8.7
104
8.6
890
8.3
100
8.3
666
Feature Not Available
8.2
221
8.3
23
8.4
235
8.7
26
Self-Service Platform
8.5
232
8.7
25
8.6
237
8.6
28
8.0
198
Feature Not Available
8.5
215
8.8
26
Generative AI
8.3(won by default)
67
Not enough data
8.1(won by default)
67
Not enough data
Process
8.6(won by default)
145
Not enough data
9.3(won by default)
465
Not enough data
8.6(won by default)
357
Not enough data
Channels
9.2(won by default)
459
Not enough data
8.8(won by default)
400
Not enough data
8.8(won by default)
360
Not enough data
8.6(won by default)
323
Not enough data
Feature Not Available
Not enough data
Insight
8.7(won by default)
364
Not enough data
8.7(won by default)
152
Not enough data
8.6(won by default)
356
Not enough data
9.1(won by default)
429
Not enough data
Generative AI
8.0
69
Not enough data
7.9
69
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Help Scout are categorized as Digital Customer Service Platforms, Shared Inbox, Conversational Support, Live Chat, Help Desk, Customer Self-Service, and Customer Communications Management
Unique Categories
Freshdesk is categorized as Complaint Management and Social Customer Service
Help Scout is categorized as Email Management
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Help Scout
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
17.3%
Computer Software
12.8%
Internet
4.2%
Financial Services
4.0%
Education Management
3.7%
Other
58.1%
Computer Software
20.7%
Information Technology and Services
10.1%
Internet
7.8%
Marketing and Advertising
4.5%
Retail
4.3%
Other
52.5%
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...
Help Scout
Most Helpful Favorable Review
Danielle L.
Verified User in Computer Software
HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...
Most Helpful Critical Review
Angie B.
Verified User in Food & Beverages
I just wish the program did all the things. Our company switched to Gorgias since we have employees working from home. Now phone, chat and email is all integrated together in one place.
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...
Danielle L.
Verified User in Computer Software
HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...
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...
Angie B.
Verified User in Food & Beverages
I just wish the program did all the things. Our company switched to Gorgias since we have employees working from home. Now phone, chat and email is all integrated together in one place.
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
Why sometimes the messages are not merged by themself?
2 comments
AG
Hey Oliver,
I'm Anthony. A member of Help Scout's support team.
If you still have questions about messages within Help Scout, please reach out and I'd...Read more
What should I look for in a ticketing system?
2 comments
AG
Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration...Read more
Do you have a mobile app?
1 comment
BD
Search for "Help Scout" in your device's application store.Read more
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