Freshdesk vs Zoho Desk vs Help Scout
Overview
Freshdesk
Freshdesk is a cloud-hosted platform that helps businesses of all sizes deliver a quality support service. It unifies conversations from email, phone, web widgets, chat, and social...media to help agents resolve issues across channels smoothly. With Freshdesk, you can stay on top of customer support by automating workflows, offering self-service options, and managing SLAs.
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
Zoho Desk
Designed to deliver top of the line customer support, Zoho Desk is a platform that companies use to increase agent productivity, devise more accurate analytics, and improve general...workflow. The tool is also used to determine KPIs, as well as identify performance bottlenecks. It is a robust system that is trusted by many big name companies. It has gained trust among marketers, managers, retailers, and business owners as it allows them to provide a unified customer service that is not only of high quality but round-the-clock.
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
Zoho Desk
- Zoho Desk Standard $14
- Zoho Desk Professional $23
- Zoho Desk Enterprise $40
—
- Free trial
Help Scout
- Help Scout Standard $22
- Help Scout Plus $44
- Help Scout Pro $65
—
- Free trial
Feature comparison
Freshdesk
9/10
- 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
- Light Agents
- Interaction History (Ticket activities)
- Responsive, mobile-friendly Help Center
10/10
- Collaboration
- Contextual collaboration with Freshconnect
- Linked tickets
- Parent-child ticketing
9.2/10
- 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
- Satisfaction Prediction
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
6/10
- Community forums
- Internal Help Center
- Knowledge base
- Rich text Help Center articles
- SEO
- Unlimited data
- 301 Redirection
- Article Versioning
- Help Center insights
- Related articles
9.3/10
- 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
- Endpoints
8/10
- 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
- Manager Dashboard (The Headquarters)
- User-specific reporting
- Tickets closed reports
6.9/10
- 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
- Content Delivery Network
- Disaster recovery
- Field-Level Access Control
- Guaranteed availability SLA (1 Hour Support SLA)
- Two-Factor Authentication
- Independently Tested
- PCI compliance (Level 1)
8.5/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
- Guidance Program
- Professional Services
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
- Active Blueprints per Module
- Call transcription
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
Zoho Desk
6/10
- 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
- Light Agents
- Interaction History (Ticket activities)
- Responsive, mobile-friendly Help Center
2.5/10
- Collaboration
- Contextual collaboration with Freshconnect
- Linked tickets
- Parent-child ticketing
7.7/10
- 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
- Satisfaction Prediction
10/10
- 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
9.1/10
- 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
5/10
- 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
8/10
- Community forums
- Internal Help Center
- Knowledge base
- Rich text Help Center articles
- SEO
- Unlimited data
- 301 Redirection
- Article Versioning
- Help Center insights
- Related articles
8.7/10
- 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
- Endpoints
7.5/10
- 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
- Manager Dashboard (The Headquarters)
- User-specific reporting
- Tickets closed reports
7.7/10
- 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
- Content Delivery Network
- Disaster recovery
- Field-Level Access Control
- Guaranteed availability SLA (1 Hour Support SLA)
- Two-Factor Authentication
- Independently Tested
- PCI compliance (Level 1)
10/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
- Guidance Program
- Professional Services
7.5/10
- 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
8/10
- Announcements
- Automatic sitemap generation
- Backup
- Community forums
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Date comparisons
7.9/10
- Active Blueprints per Module
- Call transcription
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
Help Scout
6/10
- 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
- Light Agents
- Interaction History (Ticket activities)
- Responsive, mobile-friendly Help Center
2.5/10
- Collaboration
- Contextual collaboration with Freshconnect
- Linked tickets
- Parent-child ticketing
4.6/10
- 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
- Satisfaction Prediction
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
7/10
- Community forums
- Internal Help Center
- Knowledge base
- Rich text Help Center articles
- SEO
- Unlimited data
- 301 Redirection
- Article Versioning
- Help Center insights
- Related articles
7.3/10
- 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
- Endpoints
5/10
- 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
- Manager Dashboard (The Headquarters)
- User-specific reporting
- Tickets closed reports
7.3/10
- 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
- Content Delivery Network
- Disaster recovery
- Field-Level Access Control
- Guaranteed availability SLA (1 Hour Support SLA)
- Two-Factor Authentication
- Independently Tested
- PCI compliance (Level 1)
3.1/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
- Guidance Program
- Professional Services
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
2.1/10
- Active Blueprints per Module
- Call transcription
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
Reviews
Freshdesk
4 of 5
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
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
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...
Zoho Desk
It's an awesome platform. Very nice to see Zoho Desk as one of the standout products in G2Crowd. It deserves to be up there with other ...
Zoho Desk is one of the simplest tools for making and tracking tickets to help resolve problems brought up by customers. This can easil...
5 of 5
Its task distribution system, client database management, reporting, and chat system are some of the best features found in this tool. ...
Help Scout
4 of 5
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
Help Scout offers wonderful customer support and a community experience. Our company has 80 employees using this software, and they are...
5 of 5
An admirable aspect is the vendor keeps improving the software by constantly releasing new features. One feature I love is “Edit this a...