Compare Freshdesk and HelpDocs 
At a Glance
Market Segments
Small-Business (48.7% of reviews)
Small-Business (43.8% of reviews)
Entry-Level Pricing
$0.00 Per Month
$279.00 Per Month
Freshdesk
Star Rating
(3,499)4.4 out of 5
Market Segments
Small-Business (48.7% of reviews)
Entry-Level Pricing
$0.00 Per Month
Free Trial is available
Browse all 4 pricing plansHelpDocs
Star Rating
(16)4.3 out of 5
Market Segments
Small-Business (43.8% of reviews)
Entry-Level Pricing
$279.00 Per Month
Browse all 3 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 HelpDocs, although strong, does not provide a specific score for this feature, indicating a potential gap in user experience for ticket management.
- Reviewers mention that Freshdesk's multi-channel coverage is rated at 8.4, which includes robust support for email, social media, and live chat, whereas HelpDocs does not provide a comprehensive multi-channel solution, focusing more on self-service options.
- G2 users highlight that Freshdesk's automation features, particularly in SLA management and response automation, score 8.3 and 8.5 respectively, showcasing its strength in streamlining support processes, while HelpDocs falls short in these areas, lacking specific automation features.
- Users on G2 report that Freshdesk's quality of support is rated at 8.8, with many reviewers praising the responsiveness and helpfulness of the support team, while HelpDocs, with a slightly lower score of 8.9, does not have as many reviews highlighting its support quality.
- Reviewers mention that Freshdesk's self-service experience, particularly its knowledge base, scores 8.7, which is slightly lower than HelpDocs' 8.9, indicating that HelpDocs may offer a more user-friendly self-service platform for customers seeking information.
- Users say that Freshdesk's integration capabilities score 8.3, allowing for seamless connections with various tools, while HelpDocs, with a lower score of 7.8, may not provide as extensive integration options, potentially limiting its functionality in a multi-tool environment.
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Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
HelpDocs
Grow
$279.00
Per Month
Smart access control for bigger teams.
- Everything in Start & Build
- 50 team accounts (extra users: $100 per 100)
- 180 days historical analytics
Free Trial
Freshdesk
Free Trial is available
HelpDocs
Free Trial is available
Ratings
Meets Requirements
8.6
3,068
8.7
14
Ease of Use
8.9
3,088
8.9
14
Ease of Setup
8.6
2,148
Not enough data
Ease of Admin
8.7
2,108
Not enough data
Quality of Support
8.8
2,970
8.9
12
Has the product been a good partner in doing business?
8.8
2,035
Not enough data
Product Direction (% positive)
8.8
3,046
10.0
14
Features by Category
Ticket and Case Management
8.9
2123
|
Verified
Not enough data
8.8
2134
|
Verified
Not enough data
8.5
2046
|
Verified
Not enough data
8.5
1939
|
Verified
Not enough data
8.3
1706
|
Verified
Not enough data
8.5
1993
|
Verified
Not enough data
8.7
1913
|
Verified
Not enough data
8.2
1278
|
Verified
Not enough data
Generative AI
7.4
256
Not enough data
7.6
254
Not enough data
Communication Channels
8.6
1829
|
Verified
Not enough data
8.9
1976
|
Verified
Not enough data
8.4
1222
|
Verified
Not enough data
8.1
1105
|
Verified
Not enough data
8.0
853
|
Verified
Not enough data
Platform
8.1
1068
|
Verified
Not enough data
8.1
1571
|
Verified
Not enough data
8.6
1460
|
Verified
Not enough data
8.3
1056
|
Verified
Not enough data
8.0
1776
|
Verified
Not enough data
8.3
1874
|
Verified
Not enough data
Channels
8.4
309
Not enough data
7.9
291
Not enough data
7.5
282
Not enough data
Design
8.2
286
Not enough data
7.8
292
Not enough data
8.3
313
Not enough data
8.3
299
Not enough data
8.4
290
Not enough data
Generative AI
7.7
224
Not enough data
7.7
224
Not enough data
Usability
8.8
232
Not enough data
8.7
229
Not enough data
8.8
224
Not enough data
Reporting
8.6
219
Not enough data
8.5
216
Not enough data
8.6
227
Not enough data
Generative AI
7.6
156
Not enough data
7.6
156
Not enough data
Conversational Platform
8.4
385
Not enough data
8.4
332
Not enough data
8.3
325
Not enough data
8.4
261
Not enough data
Support Automation
8.5
343
Not enough data
8.4
362
Not enough data
8.3
326
Not enough data
8.2
268
Not enough data
Generative AI
7.7
166
Not enough data
7.7
163
Not enough data
Generative AI
7.8
89
Not enough data
7.9
88
Not enough data
7.5
87
Not enough data
Communication
8.8
548
|
Verified
Not enough data
8.7
566
|
Verified
Not enough data
8.7
461
|
Verified
Not enough data
8.5
165
Not enough data
8.1
169
Not enough data
Internal Use
8.1
1571
|
Verified
Not enough data
8.7
172
Not enough data
8.2
153
Not enough data
8.8
528
|
Verified
Not enough data
8.8
486
|
Verified
Not enough data
8.6
515
|
Verified
Not enough data
Generative AI
8.0
124
Feature Not Available
Self-Service Experience
8.7
936
8.9
9
8.6
890
8.0
9
8.3
666
8.1
8
8.2
221
8.1
6
8.4
235
8.6
6
Self-Service Platform
8.5
232
7.8
6
8.6
237
8.3
5
8.0
198
8.3
6
8.5
215
7.8
6
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 HelpDocs are categorized as Customer Self-Service
Unique Categories
Freshdesk is categorized as Digital Customer Service Platforms, Shared Inbox, Conversational Support, Complaint Management, Social Customer Service, Live Chat, Help Desk, and Customer Communications Management
HelpDocs has no unique categories
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
HelpDocs
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
4.3%
Financial Services
4.0%
Education Management
3.7%
Other
58.0%
Information Technology and Services
18.8%
Computer Software
12.5%
Warehousing
6.3%
Veterinary
6.3%
Transportation/Trucking/Railroad
6.3%
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...
HelpDocs
Most Helpful Favorable Review
Verified User in Telecommunications
Easy accessibility and doc help it provides
Most Helpful Critical Review
Verified User in Newspapers
I would appreciate having the ability to communicate with the users; or eventually send them links to the helpdesk articles!
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 Telecommunications
Easy accessibility and doc help it provides
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 Newspapers
I would appreciate having the ability to communicate with the users; or eventually send them links to the helpdesk articles!
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
HelpDocs has no discussions with answers
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