Compare Freshdesk and Kustomer 
At a Glance
Market Segments
Small-Business (48.7% of reviews)
Mid-Market (66.8% of reviews)
Entry-Level Pricing
$0.00 Per Month
Starting at $89.00 1 User 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 plansKustomer
Star Rating
(430)4.4 out of 5
Market Segments
Mid-Market (66.8% 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 its ticket creation user experience, scoring 8.9, while Kustomer shines even brighter with a score of 9.1, indicating a more intuitive interface for creating support tickets.
- Reviewers mention that Kustomer's ticket collaboration feature is highly rated at 9.2, compared to Freshdesk's 8.7, suggesting that Kustomer offers better tools for team collaboration on support tickets.
- G2 users highlight that Kustomer's multi-channel coverage, particularly in social media integration, scores 9.3, while Freshdesk's score of 8.8 indicates that Kustomer provides a more robust solution for engaging customers across various platforms.
- Users on G2 report that Kustomer's SLA management feature is rated at 8.8, outperforming Freshdesk's 8.3, which suggests that Kustomer offers more effective tools for managing service level agreements.
- Reviewers say that Kustomer's customer profiles feature scores 9.1, compared to Freshdesk's 8.5, indicating that Kustomer provides a more comprehensive view of customer interactions and history.
- Users mention that Freshdesk's self-service support options, including its knowledge base, are rated at 8.7, which is on par with Kustomer, but Kustomer's overall self-service platform features, including branding and automation, score higher at 9.0, suggesting a more polished self-service 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
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
3,068
8.9
314
Ease of Use
8.9
3,088
8.8
325
Ease of Setup
8.6
2,148
8.4
143
Ease of Admin
8.7
2,108
8.1
130
Quality of Support
8.8
2,970
8.9
297
Has the product been a good partner in doing business?
8.8
2,035
8.8
126
Product Direction (% positive)
8.8
3,046
8.6
305
Features by Category
Ticket and Case Management
8.9
2123
|
Verified
9.1
134
|
Verified
8.8
2134
|
Verified
9.0
138
|
Verified
8.5
2046
|
Verified
8.7
140
|
Verified
8.5
1939
|
Verified
8.8
135
|
Verified
8.3
1706
|
Verified
8.8
114
|
Verified
8.5
1993
|
Verified
8.7
134
|
Verified
8.7
1913
|
Verified
9.2
134
|
Verified
8.2
1278
|
Verified
9.1
130
|
Verified
Generative AI
7.4
256
7.6
7
7.6
254
7.6
7
Communication Channels
8.6
1829
|
Verified
9.0
119
|
Verified
8.9
1976
|
Verified
9.1
137
|
Verified
8.4
1222
|
Verified
9.1
116
|
Verified
8.1
1105
|
Verified
8.5
118
|
Verified
8.0
853
|
Verified
8.9
105
Platform
8.1
1068
|
Verified
8.7
41
8.1
1571
|
Verified
8.9
118
|
Verified
8.6
1460
|
Verified
9.2
80
|
Verified
8.3
1056
|
Verified
9.0
75
|
Verified
8.0
1776
|
Verified
8.4
110
|
Verified
8.3
1874
|
Verified
8.4
111
|
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
Conversational Platform
8.4
385
9.0
152
8.4
332
9.1
146
8.3
325
9.1
135
8.4
261
9.0
56
Support Automation
8.5
343
9.0
131
8.4
362
9.0
147
8.3
326
9.3
124
8.2
268
8.8
58
Generative AI
7.7
166
9.0
21
7.7
163
9.0
21
Generative AI
7.8
89
7.5
17
7.9
88
7.5
17
7.5
87
7.0
16
Communication
8.8
548
|
Verified
9.1
130
|
Verified
8.7
566
|
Verified
8.9
148
|
Verified
8.7
461
|
Verified
9.2
119
|
Verified
8.5
165
9.0
109
|
Verified
8.1
169
8.4
58
Internal Use
8.1
1571
|
Verified
8.9
118
|
Verified
8.7
172
9.1
128
|
Verified
8.2
153
8.5
65
8.8
528
|
Verified
8.8
126
|
Verified
8.8
486
|
Verified
9.0
129
|
Verified
8.6
515
|
Verified
9.1
148
|
Verified
Generative AI
8.0
124
8.2
13
Self-Service Experience
8.7
936
8.7
67
8.6
890
8.3
64
8.3
666
8.5
48
8.2
221
8.4
31
8.4
235
8.4
35
Self-Service Platform
8.5
232
9.0
36
8.6
237
8.8
36
8.0
198
8.8
32
8.5
215
9.0
36
Generative AI
8.3
67
8.6(won by 0.3)
11
8.1
67
8.3(won by 0.2)
10
Process
8.6
145
9.5(won by 0.9)
27
9.3
465
9.5(won by 0.2)
31
8.6
357
9.4(won by 0.8)
32
Channels
9.2
459
9.6(won by 0.4)
33
8.8
400
9.2(won by 0.4)
30
8.8
360
9.1(won by 0.3)
29
8.6
323
9.0(won by 0.4)
29
Feature Not Available
9.5(won by default)
29
Insight
8.7
364
9.1(won by 0.4)
29
8.7
152
8.9(won by 0.2)
33
8.6
356
9.0(won by 0.4)
29
9.1
429
9.2(won by 0.1)
31
Generative AI
8.0
69
7.9
13
7.9
69
7.9
13
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, and Customer Communications Management
Kustomer has no unique categories
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
17.3%
Computer Software
12.8%
Internet
4.3%
Financial Services
4.0%
Education Management
3.7%
Other
58.0%
Retail
13.0%
Consumer Services
12.3%
Health, Wellness and Fitness
6.8%
Food & Beverages
6.3%
Apparel & Fashion
5.5%
Other
56.3%
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
Verified User in Marketing and Advertising
I like how Kustomer's ticketing system is really easy to use, and it has amazing options for pulling out reports. Really amazing.
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...
Verified User in Marketing and Advertising
I like how Kustomer's ticketing system is really easy to use, and it has amazing options for pulling out reports. Really amazing.
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
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
Does Kustomer integrate with other applications?
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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