Compare Freshdesk and Helpshift 
At a Glance
Market Segments
Small-Business (48.7% of reviews)
Mid-Market (62.5% of reviews)
Entry-Level Pricing
$0.00 Per Month
Starting at $150.00 Per Month
Freshdesk
Star Rating
(3,501)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 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 offers superior multi-channel coverage with a score of 8.4, compared to Helpshift's lack of specific ratings in this area. Users on G2 appreciate Freshdesk's ability to integrate various communication channels seamlessly, enhancing customer engagement.
- Users say that Freshdesk's SLA Management feature scores 8.3, which is higher than Helpshift's 8.0. Reviewers highlight that Freshdesk provides better tools for tracking service level agreements, ensuring timely responses to customer inquiries.
- G2 users report that Helpshift shines in mobile optimization, scoring 9.2, while Freshdesk scores 8.2. Reviewers mention that Helpshift's mobile support is particularly beneficial for businesses that prioritize customer service on mobile platforms.
- Users on G2 highlight that Freshdesk's customization options for responses score 9.0, outperforming Helpshift's capabilities. Reviewers say that this flexibility allows businesses to tailor their customer interactions more effectively.
- Reviewers mention that Helpshift's conversational platform features, such as personalization (8.9) and proactive engagement (8.6), are standout elements that enhance user experience, while Freshdesk scores slightly lower in these areas, indicating a more traditional approach to customer interactions.
Featured Products
Sponsored
Customerly
(35)
Customer Self-Service
Visit Website
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
3,069
8.7
294
Ease of Use
8.9
3,089
8.8
294
Ease of Setup
8.6
2,148
8.2
138
Ease of Admin
8.7
2,109
8.4
138
Quality of Support
8.8
2,971
8.4
274
Has the product been a good partner in doing business?
8.8
2,036
8.5
134
Product Direction (% positive)
8.8
3,047
7.9
287
Features by Category
Ticket and Case Management
8.9
2123
|
Verified
8.7
161
|
Verified
8.8
2134
|
Verified
8.7
163
|
Verified
8.5
2046
|
Verified
8.5
167
|
Verified
8.5
1939
|
Verified
8.5
169
8.3
1706
|
Verified
8.1
122
|
Verified
8.5
1993
|
Verified
8.5
164
|
Verified
8.7
1913
|
Verified
8.3
161
|
Verified
8.2
1278
|
Verified
8.4
87
Generative AI
7.4
256
Feature Not Available
7.6
254
Feature Not Available
Communication Channels
8.6
1829
|
Verified
8.6
150
|
Verified
8.9
1976
|
Verified
8.4
150
|
Verified
8.4
1222
|
Verified
8.7
125
|
Verified
8.1
1105
|
Verified
8.0
44
8.0
853
|
Verified
9.0
18
Platform
8.1
1068
|
Verified
8.5
74
|
Verified
8.1
1571
|
Verified
8.1
126
|
Verified
8.6
1460
|
Verified
8.4
75
|
Verified
8.3
1056
|
Verified
8.2
65
|
Verified
8.0
1776
|
Verified
7.8
139
|
Verified
8.3
1874
|
Verified
7.8
144
|
Verified
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
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
8.4
385
9.0
27
8.4
332
8.8
21
8.3
325
8.7
24
8.4
261
8.7
21
Support Automation
8.5
343
8.8
23
8.4
362
8.5
28
8.3
326
8.8
24
8.2
268
8.2
23
Generative AI
7.7
166
Feature Not Available
7.7
163
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
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Generative AI
7.8
89
Feature Not Available
7.9
88
Feature Not Available
7.5
87
Feature Not Available
Communication
8.8
548
|
Verified
8.6
110
|
Verified
8.7
566
|
Verified
8.4
120
|
Verified
8.7
461
|
Verified
8.7
86
|
Verified
8.5
165
8.9
105
|
Verified
8.1
169
9.3
14
Internal Use
8.1
1571
|
Verified
8.1
126
|
Verified
8.7
172
9.2
102
|
Verified
8.2
153
8.8
77
|
Verified
8.8
528
|
Verified
9.0
97
|
Verified
8.8
486
|
Verified
8.8
83
|
Verified
8.6
515
|
Verified
8.8
92
|
Verified
Generative AI
8.0
124
Feature Not Available
Self-Service Experience
8.7
936
8.8
148
8.6
890
8.5
138
8.3
666
8.2
107
8.2
221
8.9
21
8.4
235
8.9
21
Self-Service Platform
8.5
232
8.1
22
8.6
237
8.6
23
8.0
198
8.2
17
8.5
215
8.6
23
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
Feature Not Available
7.9
69
Feature Not Available
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, Social Customer Service, and Customer Communications Management
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
17.3%
Computer Software
12.8%
Internet
4.3%
Financial Services
4.0%
Education Management
3.7%
Other
58.0%
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 Wine and Spirits
The analytics and reporting capabilities
Most Helpful Critical Review
Christopher H.
Verified User in Apparel & Fashion
You deliver generic comments without supporting the platform you are assigned to
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 Wine and Spirits
The analytics and reporting capabilities
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...
Christopher H.
Verified User in Apparel & Fashion
You deliver generic comments without supporting the platform you are assigned to
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
¿Como puedo mejorar la satisfacción de mis clientes si tengo poco personal que maneje 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
Hunting for software insights?
With over 2.5 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
or continue with
Gmail.com addresses not permitted. A business domain using Google is allowed.
By proceeding, you agree to our Terms of Use and Privacy Policy
