Freshdesk vs Help Scout
Overview
Freshdesk
The help desk platforms for IT support and ITIL management had already hit the market of business software. Freshservice turns out to be a good option if you are looking for produc...tive IT support with a ticketing system. This help desk offers a handful of advanced tools for handling multiple channels, automate workflows, prevent damages, and analyze problems in any corporate scenario.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Help Scout
Help Scout is a cloud-like customer service platform being able to scale its toolset for businesses of any range and field. What makes it different from the systems on the market i...s no ticketing or portals for managing customer requests. Help Scout is built in an alternative way - as a shared mailbox that enables providing your customer service in the most human-like manner. However, it but doesn’t forget about your business management needs as well.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Pricing
Freshdesk
- Freshdesk Sprout $0
- Freshdesk Blossom $15
- Freshdesk Estate $49
- Freshdesk Forest $79
- Free trial not available
Help Scout
- Help Scout Standard $25
- Help Scout Plus $50
- Help Scout Company $65
—
- Free trial not available
Feature comparison
Freshdesk
9.3/10
- Add reminders on to-dos
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Canned forms
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Macros
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Session replay
- Shared canned responses
- Skills-based routing
- Summary app
- Tags
- To-dos
- Traffic cop
- Interaction History (Ticket activities)
- Responsive, mobile-friendly Help Center
10/10
- Collaboration
- Contextual collaboration with Freshconnect
- Linked tickets
- Parent-child ticketing
10/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer journey
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Customer segments
- Group contacts by organization
- Identify contacts using external ID
- Organization profiles
8.9/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
10/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
10/10
- Auto-suggest Solutions
- Form templates
- Multiple SLA Policies
- Task Management
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
7.5/10
- Community forums
- Internal Help Center
- Knowledge base
- Rich text Help Center articles
- SEO
- Unlimited data
- 301 Redirection
- Related articles
10/10
- API rate limit
- Cloud telephony integration app
- Email integration with Outlook
- Gamification
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
8.4/10
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Analytics
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Performance distribution
- Save reports
- Schedule Data Export
- Schedule Reports
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
- Custom Reports
- Tickets closed reports
- User-specific reporting
7.5/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Custom email servers
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Log in with Google
- Network access restriction (IP Whitelisting)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- Business rules analysis
- Disaster recovery
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- PCI compliance (Level 1)
- Two-Factor Authentication
10/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
10/10
- Annotated image attachments
- Assume identity
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Sort ticket conversations
- Spam filtering
- Split tickets
- Support workflow
- Ticket export
- Ticket templates
- Time tracking
- Undo send
- Watch tickets
9/10
- Announcements
- Automatic sitemap generation
- Backup
- Community forums
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Date comparisons
0/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
Help Scout
6.2/10
- Add reminders on to-dos
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Canned forms
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Macros
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Session replay
- Shared canned responses
- Skills-based routing
- Summary app
- Tags
- To-dos
- Traffic cop
- Interaction History (Ticket activities)
- Responsive, mobile-friendly Help Center
2.5/10
- Collaboration
- Contextual collaboration with Freshconnect
- Linked tickets
- Parent-child ticketing
5/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer journey
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Customer segments
- Group contacts by organization
- Identify contacts using external ID
- Organization profiles
8.9/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
4.5/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
2.5/10
- Auto-suggest Solutions
- Form templates
- Multiple SLA Policies
- Task Management
7.1/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
8.8/10
- Community forums
- Internal Help Center
- Knowledge base
- Rich text Help Center articles
- SEO
- Unlimited data
- 301 Redirection
- Related articles
7.9/10
- API rate limit
- Cloud telephony integration app
- Email integration with Outlook
- Gamification
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
5.3/10
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Analytics
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Performance distribution
- Save reports
- Schedule Data Export
- Schedule Reports
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
- Custom Reports
- Tickets closed reports
- User-specific reporting
7.9/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Custom email servers
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Log in with Google
- Network access restriction (IP Whitelisting)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- Business rules analysis
- Disaster recovery
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- PCI compliance (Level 1)
- Two-Factor Authentication
3.6/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
3.5/10
- Annotated image attachments
- Assume identity
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Sort ticket conversations
- Spam filtering
- Split tickets
- Support workflow
- Ticket export
- Ticket templates
- Time tracking
- Undo send
- Watch tickets
7/10
- Announcements
- Automatic sitemap generation
- Backup
- Community forums
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Date comparisons
10/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
Reviews
Freshdesk
4 of 5 March 28, 2019
The call center integrated with Freshdesk works great - the call is turned into a ticket right away after the agent has finished a conv...
4 of 5 March 28, 2019
Freshdesk delivers lots of useful options. To be more precise, it enables dealing with multiple customers at the same time without any ...
5 of 5 March 18, 2019
The fast and quality service become an obligation if you want to retain a customer. How to handle multiple tickets? The answer is in he...
Help Scout
4 of 5 December 10, 2020
PROS: Help Scout offers a well-designed interface that is easy to use. The Saved Auto Replies feature helps us to respond quickly to cu...
3 of 5 December 8, 2020
Help Scout offers wonderful customer support and a community experience. Our company has 80 employees using this software, and they are...
5 of 5 December 8, 2020
An admirable aspect is the vendor keeps improving the software by constantly releasing new features. One feature I love is “Edit this a...