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.

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How to choose the right customer support solution?

Ticketing

Powerful, easy-to-use ticketing capabilities help improve support processes, boost agent productivity, and reduce resolution times.

Knowledge base

Teams can create a customizable knowledge base based on business needs.

AI agent

Autonomous AI agents that can engage with customers naturally, increasing automated resolutions and reducing workload on your team.

AI Copilot

An always-on, personalized assistant that enables agents to automate tasks, improve productivity, and enhance response quality.

Analytics and insights

Pre-built and custom reports that can help you make smart decisions faster.

AI security

Enterprise-grade AI capabilities with robust security controls so you can focus on what matters the most.

Reliability at scale

Ability to operate for global clients, with data centers worldwide and the ability to handle millions of new tickets daily.

Superior customer support

A partner who can provide smooth onboarding and fast, accurate support to help you with your everyday tasks.

5 Reasons Freshdesk wins over Help Scout

Ticketing solution built for growth

Why Freshdesk wins

Freshdesk is a scalable solution that helps businesses effortlessly handle growing support volumes. A unified customer record empowers agents to offer friendly, personalized support faster. Plus, advanced ticketing capabilities, like SLA tracking, intelligent routing, help streamline processes.

Why Help Scout might not be the right choice for you

Help Scout misses out on key capabilities, such as unified customer record, SLA tracking, round-robin and skill-based routing, which are essentials for growing businesses. As a result, agents struggle to find customer information, and admins have to manually assign tickets and track SLAs.

Deflect up to 85% queries with AI

Why Freshdesk wins

As compared to Help Scout, Freshdesk offers robust self-service tools. Businesses can improve self-service with AI-powered chatbots that automate resolutions for up to 85% of customer queries. With an easy-to-use, robust knowledge base, customers can find answers quickly. 

Why Help Scout might not be the right choice for you

Help Scout relies on third-party apps for chatbots, which increases operational inefficiencies and overhead costs. On top of this, Help Scout’s knowledge base requires engineering support for customization and lacks key capabilities, such as article commenting and social sharing. 

38% faster resolution with AI Copilot

Why Freshdesk wins

Freshdesk’s built-in AI Copilot empowers agents to speed up resolution by up to 38% and improve CSAT by up to 6%. It prioritizes queues based on sentiments, summarizes issues for better context, and delivers real-time coaching, turbocharging productivity.

Why Help Scout might not be the right choice for you

Help Scout lacks key AI Copilot capabilities, such as auto-summarizer, quality management tools, and sentiment-based queue prioritization. Agents have to do all the tasks manually, leading to slower resolution times.

Comprehensive reports, faster decision making

Why Freshdesk wins

Freshdesk offers comprehensive reporting and analytics tools to track performance, identify key trends, make smarter decisions, and improve service. Get all the reports in real-time with multiple options to customize the reports to suit your needs. 

Why Help Scout might not be the right choice for you

Help Scout lacks depth in its reporting capabilities, with limited pre-built reports available. On top of this, Help Scout offers limited options to customize reports, metrics, filters, and dashboard. 

Get more value for less money

Why Freshdesk wins

With Freshdesk’s transparent and clear pricing, businesses pay for what they use and there are minimal overhead costs. Freshdesk offers a more comprehensive list of ticketing and chat capabilities, without any restrictions on their usage.

Why Help Scout might not be the right choice for you

Help Scout’s lack of native capabilities, such as SLAs and chatbots, mean businesses need to buy additional tools to deliver complete CX. On top of this, Help Scout restricts the number of shared inboxes or knowledge base with their plans, requiring growing businesses to upgrade their 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


Free plan for Freshdesk


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


Requires third-party integrations with WhatsApp, SMS, and Google Business Messages

Knowledge Base

Advanced with flexible hierarchy, templates and customization options

Limited; lacks in customization capabilities

AI-powered Bots


Yes Native, omnichannel bots


AI Copilot


38% speedy resolution with multilingual capabilities, such as live translation, quality management, and more.


Lacks quality management tools, solution article generator, live translator

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.”

Danielle BrookhartAssistant Director of Customer Engagement, Johns Hopkins Center for Talented Youth
Read customer story

“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.”

Mahmoud ShehadehDirector of Member Support, Hinge Health
Read case study

“It’s so simple and easy to use. It’s easy to follow up on issues or on tickets with Freshdesk.”

Vijoy NairHead of CX, Decathlon

"Freddy AI Copilot has significantly enhanced our organization's operational efficiency by automating over 70% of routine customer queries. This has led to a 30% reduction in average resolution time, boosting customer satisfaction scores by 25%. Furthermore, with Freddy's predictive insights, we've improved our first contact resolution by 40%, allowing us to manage 20% more customer interactions without increasing headcount."

Lakshmish SSSenior BA, Razorpay

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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