Freshdesk vs. Help Scout

Freshdesk

569 Reviews and Ratings

Help Scout

56 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Freshdesk	Score8.7 out of 10	N/A	Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…	$0 Up to 2 agents
Help Scout	Score7.9 out of 10	N/A	Help Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are…	$30 per month starts with 100 contacts

Pricing

Freshdesk

Help Scout

Free: $0
Up to 2 agents
Growth: $15
per month (billed annually) per agent
Pro: $49
per month (billed annually) per agent
Enterprise: $79
per month (billed annually) per agent

Standard: $30
per month starts with 100 contacts
Plus: $90
per month starts with 200 contacts
Company: Contact sales team

Pricing Offerings
Freshdesk	Help Scout
Free Trial
Yes	Yes
Free/Freemium Version
Yes	Yes
Premium Consulting/Integration Services
Yes	No

No setup fee

No setup fee

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Community Pulse
Key User Insights
	Freshdesk	Help Scout
Considered Both Products	Freshworks Inc Verified User Chose Freshdesk Freshdesk has a more modern and intuitive user interface, while Help Scout's interface is simpler and more minimalist.In case of features, Freshdesk offers a wider range of features, includes omnichannel support, AI powered automations, and advanced analytics. Help Scout is … Incentivized Helpful? Isidoro "Roy" Jovero IT Support Engineer in Information Technology at Confluent (Computer Software, 1001-5000 employees) Chose Freshdesk Freshdesk was the system in place when I started with my current company. Compared to Zendesk, they are very similar, but I'd give the advantage to Zendesk if asked. Compared to Help Scout, Freshdesk is much more robust. Incentivized Helpful? Jared Lerner Head of Support in Customer Service at CorpAxe (Computer Software, 11-50 employees) Chose Freshdesk The product that Freshdesk compares to the most on this list is Zendesk, which was considerably more expensive and was missing a server integration that we required. It did have a lot of great features, though, and its Support and Account Managers are located in the U.S. (vs. … Incentivized Helpful? Mick Lynam Director Project & Service Delivery in Customer Service at PM Group (Architecture & Planning, 1001-5000 employees) Chose Freshdesk Brings everything a company may need to elevate customer service and empower teams to solve the unique challenges and complex issues related to customer service. Helps bring in the right experts to collaborate even if they are not within the organization. Incentivized Helpful? Verified User Chose Freshdesk Freshdesk has a cleaner and more intuitive interface, and we also found support to be more responsive with a much quicker turnaround on quick questions and issues. Although we have found reporting shortfalls with Freshdesk, it is vastly better than its competitors, which is one … Incentivized Helpful?	Help Scout Verified User Chose Help Scout We primarily chose HelpScout because they were an affordable, moderately robust, HIPAA compliant solution. All the other options (e.g. Zendesk, Freshdesk, Kayako, etc.) were out of our price range or did not provide the necessary features that our team has come to rely on. Incentivized Helpful? Santiago Valdés Cofounder / Marketing, Growth, Technology, Experience in Marketing at Vestuá (Retail, 11-50 employees) Chose Help Scout This is tricky because there's helpdesk apps and chat apps (now Help Scout offers both). We first used just an email inbox (of course not scalable but we were very small), then we turned to Freshdesk, which was painful to use. It had some cool features but in general it was … Incentivized Helpful? Jeffrey Schneider Chief Operating Officer in Corporate at betterPT (Hospital & Health Care, 11-50 employees) Chose Help Scout They all had their positives and negatives. For us, it came down to signing a BAA (Zendesk wanted $28,000 to sign one). We enjoy working with vendors who can support healthcare initiates such as we are building. Incentivized Helpful?
	Would buy again
	No answers on this topic	No answers on this topic
	Delivers good value for the price
	No answers on this topic	No answers on this topic
	Happy with the feature set
	No answers on this topic	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic	No answers on this topic
	Implementation went as expected
No answers on this topic	No answers on this topic

Features

Freshdesk

Help Scout

Comparison of Incident and problem management features of Freshdesk and Help Scout
Feature	Freshdesk 8.6 174 Ratings	Help Scout 8.8 19 Ratings
Organize and prioritize service tickets	9.2170 Ratings	9.019 Ratings
Expert directory	8.0115 Ratings	00 Ratings
Subscription-based notifications	8.43 Ratings	10.010 Ratings
ITSM collaboration and documentation	7.64 Ratings	00 Ratings
Ticket creation and submission	9.1170 Ratings	8.118 Ratings
Ticket response	9.3170 Ratings	8.119 Ratings

Comparison of Self Help Community features of Freshdesk and Help Scout
Feature	Freshdesk 8.0 156 Ratings	Help Scout 8.5 17 Ratings
External knowledge base	8.0142 Ratings	9.016 Ratings
Internal knowledge base	8.0145 Ratings	8.015 Ratings

Comparison of Multi-Channel Help features of Freshdesk and Help Scout
Feature	Freshdesk 8.3 165 Ratings	Help Scout 8.0 19 Ratings
Customer portal	7.4141 Ratings	00 Ratings
IVR	8.251 Ratings	00 Ratings
Social integration	8.587 Ratings	00 Ratings
Email support	9.4164 Ratings	8.019 Ratings
Help Desk CRM integration	7.7101 Ratings	8.011 Ratings

User Ratings
	Freshdesk	Help Scout
Likelihood to Recommend	8.6 (241 ratings)	7.1 (19 ratings)
Likelihood to Renew	8.0 (21 ratings)	7.0 (1 ratings)
Usability	8.0 (41 ratings)	10.0 (2 ratings)
Availability	4.6 (5 ratings)	- (0 ratings)
Performance	5.5 (5 ratings)	- (0 ratings)
Support Rating	7.6 (39 ratings)	- (0 ratings)
In-Person Training	8.2 (1 ratings)	- (0 ratings)
Online Training	8.1 (2 ratings)	- (0 ratings)
Implementation Rating	8.6 (171 ratings)	- (0 ratings)
Configurability	5.4 (6 ratings)	- (0 ratings)
Contract Terms and Pricing Model	6.4 (4 ratings)	- (0 ratings)
Ease of integration	7.7 (5 ratings)	- (0 ratings)
Product Scalability	5.5 (5 ratings)	- (0 ratings)
Professional Services	6.4 (1 ratings)	- (0 ratings)
Vendor post-sale	6.8 (4 ratings)	- (0 ratings)
Vendor pre-sale	6.9 (4 ratings)	- (0 ratings)