Freshdesk Vs Help Scout: Pick the fresh solution that’s powerful and easy to use.
Help Scout gives up on some basic features to keep things simple, which doesn't work for growing businesses. On the other hand, Freshdesk is packed with powerful features designed to fuel your growth.
Why businesses choose Freshdesk
Freshdesk offers advanced ticketing capabilities and built-in AI to boost agent productivity in a solution that’s easy to launch, use, and customize. For a complete solution that adds integrated omnichannel support and ticketing, AI-powered chatbots, and AI-driven insights all in a unified workspace, there’s Freshdesk Omni.
Powerful ticketing capabilities
Customized self-service
AI copilot for agent productivity
Real-time analytics and insights
Bigger ROI, lower costs
Secure AI
Reliability at scale
Trusted partner for success
5 reasons Freshworks wins over Help Scout
Streamlined agent tasks
Advanced ticketing helps support agents resolve more tickets and cut response times, boosting performance. Unlike Help Scout, Freshdesk has automated ticket assignments, SLA tracking, and spam detection.
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Customizable knowledge base
Compared with Help Scout, Freshdesk offers an easy-to-use, customizable knowledge base to help customers find answers quickly. Teams can improve self-service with AI-powered chatbots that automate resolutions for up to 70% of common customer queries.
Faster resolutions with an AI copilot
Freshworks’ built-in AI allows agents to prioritize tickets based on sentiment, automate summaries, and draft responses. In contrast, Help Scout offers limited AI capabilities.
Accelerate decision-making in real-time
Freshdesk offers comprehensive reporting and analytics tools to track performance, identify key trends, make smarter decisions, and improve service. In contrast, Help Scout has limited analytics and reporting capabilities.
Get more value for less money
Help Scout’s lack of native capabilities, such as SLAs and chatbots, mean clients need to buy additional tools to deliver complete CX. Freshdesk offers a more comprehensive list of ticketing and AI features, even with basic plans.
Freshdesk vs. Help Scout feature comparison
Get a feature-by-feature comparison of Freshdesk vs. Help Scout, including ticketing, AI capabilities, collaboration tools, and chat.
Freshworks | Help Scout | |
|---|---|---|
Free plan
|
| |
Advanced ticketing | Route tickets based on skill or load, advanced SLA management and portals | Basic; manual ticket assignment, third-party integrations for SLA management and portals
|
Collaboration | Seamless collaboration with internal and external experts
| Basic tools for collaboration with internal experts
|
Analytics
| Advanced analytics with custom reporting
| Limited with 7 pre-built reports only
|
Channel coverage | Web, email, mobile, social, and messaging apps
|
|
Knowledge Base | Advanced with flexible hierarchy, templates and customization options
| Limited; lacks in customization capabilities |
AI-powered Bots
|
| |
AI Copilot |
|
|
AI-powered insights | ||
AI Security | Leverages Microsoft Azure services, with additional security measures and frameworks to protect your data | Leverages Open AI API, with limited measures to protect your data
|
Trusted by 68K+ businesses worldwide
Customer testimonials
“For us, the biggest benefits, thus far, with Freshworks have been the ability to organize our tickets and have the documentation to be able to keep track of everything. The reporting features of the agents that are producing and what topics are trending has also been incredibly helpful.”
“The main advantage we identified in Freshdesk was how easy it was to configure and to customize.”
“Freshdesk has helped us install more efficient workflows and processes while still maintaining HIPAA compliance. It has been a game-changer for agents and members.”
“It’s so simple and easy to use. It’s easy to follow up on issues or on tickets with Freshdesk.”
Other Freshdesk comparisons
See how Freshworks compares to other helpdesk tools in ease of use and admin, integrations, collaboration tools, ticketing features, and more.
Other comparisons
See how Freshworks compares to other helpdesk tools in ease of use and admin, integrations, collaboration tools, ticketing features, and more.
Freshdesk vs. Zendesk
Compared with Zendesk, Freshdesk’s automations are easier to implement and offer more advanced AI capabilities.
Freshdesk vs. Intercom
Freshdesk’s advanced ticketing, single workspace, and AI deliver a unique advantage compared with Intercom.
Freshdesk vs. Zoho Desk
Freshdesk’s advanced, easy-to-use ticketing gets higher user ratings than Zoho Desk.
Frequently asked questions
Which is better: Help Scout or Freshdesk?
Both customer service solutions are easy to set up and use, but Freshdesk is more feature-rich and provides greater value than Help Scout.
Which is easier to use: Help Scout or Freshdesk?
Help Scout might seem easier to use, but it comes at the cost of essential capabilities like built-in SLAs and spam detection. Freshdesk offers these feature-rich capabilities, making it easier for agents and admins to use.
How does the pricing compare between Freshdesk and Help Scout?
Freshdesk offers lower pricing plans than Help Scout, yet delivers more capabilities and value for businesses.
Is Freshdesk free to use?
Freshdesk offers a free plan for smaller businesses. Users can sign up for a 14-day free trial to access all the features in the Enterprise plan.
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