Help Scout vs Freshservice vs Freshdesk
Overview
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
Freshservice
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
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
Pricing
Help Scout
- Help Scout Standard $22
- Help Scout Plus $44
- Help Scout Pro $65
—
- Free trial
Freshservice
- Freshservice Starter $19
- Freshservice Growth $49
- Freshservice Pro $95
- Freshservice Enterprise $119
- Free trial
Freshdesk
- Freshdesk Sprout $0
- Freshdesk Blossom $15
- Freshdesk Estate $49
- Freshdesk Forest $79
- Free trial
Feature comparison
Help Scout
6.2/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Shared canned responses
- Tags
- Traffic cop
- Custom & Group Views
- Dynamic content
- Occasional agents
- Add reminders on to-dos
- Canned forms
- Contextual Workspaces
- Restricted conversation views
- Session replay
- Skills-based routing
- Summary app
- To-dos
2.5/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
5/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Custom user and organization fields
- Group contacts by organization
- Organization profiles
- Customer journey
- Customer segments
- Identify contacts using external ID
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
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Round robin ticket assignment
4.5/10
- Business Hours
- Custom ticket fields
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Custom status
- Dynamic ticket forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Multiple Ticket Forms
- SLA reporting
1.4/10
- Auto-suggest Solutions
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
- Form templates
7.1/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
- FreshThemes gallery
8.8/10
- 301 Redirection
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Community forums
7.9/10
- API rate limit
- Cloud telephony integration app
- Email integration with Outlook
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Gamification
- Private custom apps
- Public apps (Marketplace)
8/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- MSP
5.3/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Performance distribution
- Save reports
- Ticket drill down in reports
- Tickets closed reports
- User-specific reporting
- Overview dashboard
- Schedule Data Export
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Support Performance dashboards
- Ticket volume trends
7.9/10
- Ability to configure for HIPAA
- Business rules analysis
- Custom roles and permissions
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- 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
- Two-Factor Authentication
- Advanced password policy for agents and customers
- Audit logs
- Custom SSL certificates (default free)
- Data center location
- Custom email servers
3.6/10
- Calling
- Live chat
- Multibrand Support
- SDK
- Support Bot
- Web Widget
- Chat Support (in English)
- Email Support
- Facebook
- Phone Support (in English)
- Twitter
3.5/10
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Custom Email Templates
- Email tickets
- Satisfaction surveys - Customizable
- Support workflow
- Ticket templates
- Time tracking
- Watch tickets
- Annotated image attachments
- Assume identity
- Sort ticket conversations
- Split tickets
- Ticket export
- Undo send
5.8/10
- Automatic sitemap generation
- Backup
- Date comparisons
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Announcements
- Community forums
- Multiple currencies
- Project Management
- Facebook in-sync app
0/10
- Asset Relationship Mapping
- ITSM Process Integration
0/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
0/10
- Change Management
- Problem Management
- Release Management
Freshservice
5.9/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Shared canned responses
- Tags
- Traffic cop
- Custom & Group Views
- Dynamic content
- Occasional agents
- Add reminders on to-dos
- Canned forms
- Contextual Workspaces
- Restricted conversation views
- Session replay
- Skills-based routing
- Summary app
- To-dos
5/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
5.8/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Custom user and organization fields
- Group contacts by organization
- Organization profiles
- Customer journey
- Customer segments
- Identify contacts using external ID
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
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Round robin ticket assignment
7.3/10
- Business Hours
- Custom ticket fields
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Custom status
- Dynamic ticket forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Multiple Ticket Forms
- SLA reporting
8.6/10
- Auto-suggest Solutions
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
- Form templates
5.7/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
- FreshThemes gallery
6.3/10
- 301 Redirection
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Community forums
8.6/10
- API rate limit
- Cloud telephony integration app
- Email integration with Outlook
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Gamification
- Private custom apps
- Public apps (Marketplace)
2/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- MSP
6.3/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Performance distribution
- Save reports
- Ticket drill down in reports
- Tickets closed reports
- User-specific reporting
- Overview dashboard
- Schedule Data Export
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Support Performance dashboards
- Ticket volume trends
7.9/10
- Ability to configure for HIPAA
- Business rules analysis
- Custom roles and permissions
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- 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
- Two-Factor Authentication
- Advanced password policy for agents and customers
- Audit logs
- Custom SSL certificates (default free)
- Data center location
- Custom email servers
4.5/10
- Calling
- Live chat
- Multibrand Support
- SDK
- Support Bot
- Web Widget
- Chat Support (in English)
- Email Support
- Facebook
- Phone Support (in English)
- Twitter
6.5/10
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Custom Email Templates
- Email tickets
- Satisfaction surveys - Customizable
- Support workflow
- Ticket templates
- Time tracking
- Watch tickets
- Annotated image attachments
- Assume identity
- Sort ticket conversations
- Split tickets
- Ticket export
- Undo send
7.5/10
- Automatic sitemap generation
- Backup
- Date comparisons
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Announcements
- Community forums
- Multiple currencies
- Project Management
- Facebook in-sync app
10/10
- Asset Relationship Mapping
- ITSM Process Integration
10/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
10/10
- Change Management
- Problem Management
- Release Management
Freshdesk
9.3/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Shared canned responses
- Tags
- Traffic cop
- Custom & Group Views
- Dynamic content
- Occasional agents
- Add reminders on to-dos
- Canned forms
- Contextual Workspaces
- Restricted conversation views
- Session replay
- Skills-based routing
- Summary app
- To-dos
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
10/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Custom user and organization fields
- Group contacts by organization
- Organization profiles
- Customer journey
- Customer segments
- Identify contacts using external ID
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
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Round robin ticket assignment
10/10
- Business Hours
- Custom ticket fields
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Custom status
- Dynamic ticket forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Multiple Ticket Forms
- SLA reporting
5.7/10
- Auto-suggest Solutions
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
- Form templates
10/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
- FreshThemes gallery
7.5/10
- 301 Redirection
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Community forums
10/10
- API rate limit
- Cloud telephony integration app
- Email integration with Outlook
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Gamification
- Private custom apps
- Public apps (Marketplace)
0/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- MSP
8.4/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Performance distribution
- Save reports
- Ticket drill down in reports
- Tickets closed reports
- User-specific reporting
- Overview dashboard
- Schedule Data Export
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Support Performance dashboards
- Ticket volume trends
7.5/10
- Ability to configure for HIPAA
- Business rules analysis
- Custom roles and permissions
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- 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
- Two-Factor Authentication
- Advanced password policy for agents and customers
- Audit logs
- Custom SSL certificates (default free)
- Data center location
- Custom email servers
10/10
- Calling
- Live chat
- Multibrand Support
- SDK
- Support Bot
- Web Widget
- Chat Support (in English)
- Email Support
- Facebook
- Phone Support (in English)
- Twitter
10/10
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Custom Email Templates
- Email tickets
- Satisfaction surveys - Customizable
- Support workflow
- Ticket templates
- Time tracking
- Watch tickets
- Annotated image attachments
- Assume identity
- Sort ticket conversations
- Split tickets
- Ticket export
- Undo send
7.5/10
- Automatic sitemap generation
- Backup
- Date comparisons
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Announcements
- Community forums
- Multiple currencies
- Project Management
- Facebook in-sync app
0/10
- Asset Relationship Mapping
- ITSM Process Integration
0/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
0/10
- Change Management
- Problem Management
- Release Management
Reviews
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...
Freshservice
5 of 5
Take all possible tools for handling support that come to your mind, and put them in a single dashboard. That’s exactly how Freshservic...
5 of 5
Freshservice is a multifacet platform that is flexible and adapts to your business process. The first thing that spring the mind is the...
5 of 5
The old platform lacked the required functionality while Freshservice delivers all necessary features. What’s more the implementation a...
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...