Freshdesk vs Freshservice: Price, Features & What’s Best

Cody Cromwell
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When to Use Freshdesk

Freshdesk vs Freshservice vs Freshseal are the three steps to move your email from your in house email system to our secure, cloud hosted platform. The key decision is whether you should choose Freshdesk for your outgoing email, Freshservice for your incoming email or Freshseal for both your incoming and outgoing mail.

Freshdesk – Outgoing Email Transfer

When securing your email for transfer to Zoho Business, Freshdesk is the recommended step. Freshdesk is the fastest way to transfer the data to Zoho Business.

Freshdesk is a Software as Service application so you need to sign up for the service before you can start the transfer.

Freshdesk Email Integration lets you access the data from your existing mail server and their email app.You can also select from a number of email service providers for sending email directly from your desktop.For more details, checkout their blog: Freshdesk Uses Zoho Apps for Business Integration <Click Here >.

Freshdesk is Free for small teams and comes at a host of features- the most of which are available for free.But if you are a Zoho Business user with a bigger team and want to create a custom integration, then you need to upgrade to Freshdesk Professional.

When to Use Freshservice

Shoppers rarely have a good understanding of how many things can go wrong when they’re on the hunt for items online with major retailers. However, they’re all too aware of what can happen when they try to contact customer service for the first time.

They try to email a representative, only to receive a canned and generic response back. They want to go through a live chat, only to be told to check back in an hour. They want to call an 800-number, only to have to wait on hold forever.

The speed of response is the first clue that a customer service representative is using the wrong software. Using the right software, though, is a game-changer and can transform the way that a site communicates with its users.

When to Use an Alternative

To Freshdesk?

The Freshdesk alternative is another online ticketing system that can help your business increase customer satisfaction, increase sales and optimize employee productivity.

When to Use Freshdesk
Using Freshdesk can be a great solution if your business is looking to reduce its cost of managing tickets and customers. Freshdesk offers excellent pricing that’s based on a software as a service (SaaS) model. One of the key advantages of this model is that you are licensing the Freshdesk software instead of buying a dedicated server. The installation process is extremely simple, and you don’t have to worry about the setup or operation. And since you don’t have to pay for a dedicated hardware server, they can afford to offer this service to small and medium businesses at a very low cost.

What is the Freshdesk Specialist?
With Freshdesk, you can assign one of your team members as a specialist. A specialist doesn’t do any ticket handling. Instead, he performs customer service tasks that help your customer reach the resolution that they need. Freshdesk ensures that managers are more effective and proactive, by ensuring that they are not wasting too much time on ticket management and instead focusing on their core business.

Freshdesk vs Freshservice at a Glance

Freshdesk is a cloud-based customer service software for sales representatives to handle customer requests. It’s the perfect tool to enhance customer service by providing self-service features, enabling users to manage customer issues quickly, and making both sides of the sales rep and the customer happier.

It can be used by any kind of service business with sales people as its primary users. All you have to do is create your customer account, provide a user ID, and you can begin using Freshdesk immediately.

You can up-sell, cross-sell and manage your customers online. Freshdesk provides a variety of customizable widgets that you can use in your sales processes. These widgets are useful for navigating through to your customers, tracking requests with a customer list, and keeping track of the customer status.

Freshdesk doesn’t have feature specific to your business, making it the best fit for a broad range of services. It is an easy-to-use tool and a great way for you to create customer-centric sales process and customer engagement.

As a startup, Freshdesk offers a very inexpensive pricing. They also have a lot of customizations options available to suit the business needs of a company. It’s the kind of software that can grow with your business as its features and capabilities.

Freshdesk vs Freshservice: Pricing & Features

Freshdesk Pricing

Freshdesk is a cloud contact center platform that was founded by Girish Mathrubootham. Freshdesk came into existence in 2011, when Girish started building Freshdesk at his campus.

Girish started from the ground up by teaming up with friends and family and developed Freshdesk into a well-oiled machine.

Freshdesk adopted an open-source approach to nurture the platform. The company placed emphasis on building a platform that was robust and able to handle millions of interactions a day and thousands of agents.

In 2014, Freshdesk exited out of beta and was finally available for general consumption.

Freshdesk is pronounced as the opposite of the word –disrespect,” and it’s an apt name that fits the company. Freshdesk does not waste time entering into prolonged calls with fraudulent callers.

In fact, up to now, it still manages to save a considerable amount of time for their users. That is one of the factors that makes Freshdesk a highly useful contact center software.

Freshdesk is widely used by large organizations. Some of the companies using Freshdesk are Apple and AOL.

Freshdesk offers both resource based and on-demand subscriptions.

The resource based subscription provides a single URL, which users can paste into their own applications.

Freshdesk Tiered Features

Freshdesk is one of the best customer service chat software for businesses. It’s integrated with bestial APIs like Zendesk, Sendgrid, MailChimp,, Intercom and Stripe. Freshdesk offers paid version and freemium version which is free without any feature limitations.

Freshdesk features are as follows:

  • Inbox
  • Quick chat
  • Web form
  • Campaign
  • Contact
  • Case link
  • Case management
  • Help desk
  • Related
  • Email features
  • Instant approvals for users
  • Simple user profiles
  • Custom fields
  • Recurring tasks
  • User groups
  • Calendars
  • Case note
  • Send whenever
  • Drag n Drop
  • Location based chat option
  • Agent panel
  • Chat room
  • Web chat
  • Order

Please note that free plan of Freshdesk is limited to several number of agents. Also, users will be limited to performing web chat and email requesting, and cannot switch over to web forms in the free version of the software.

Features of Freshdesk Compared to Freshservice

Here are some of the unique features of Freshdesk for your reference:

  • Chat with live agents
  • Agent scheduling
  • Advanced email support
  • Advanced chat menu
  • Agent profile
  • Chat history
  • Phone support
  • Chat with assistant

Freshservice Pricing

And Plans Freshdesk and Freshservice are both cloud-based helpdesk and support ticket software service providers. Having said that, Freshdesk is a cloud helpdesk software and Freshservice is a cloud support ticket software provider.

Both the product and the team are behind Freshservice. Hence, this information is not any comparison. Freshdesk‘s main product is Helpdesk + Ticket Support. Freshdesk‘s main feature is Quick Answers.

However, their pricing model is what makes them different. Freshdesk is more expensive than Freshservice.

Freshservice has a free plan. In fact, at Freshservice, you can try the product for 30 days before you make a commitment. This lets you see for yourself whether the product meets your demands and requirements.

There are 2 specific plans which you can choose from. One is billed monthly and the other is billed annually.

Freshservice Tiered Features

Freshdesk vs Freshservice: Ease of Use

Both Freshdesk and Freshservice are cloud-based customer service solutions. A company gets a live chat interface and auto-responder through the applications. They can also keep track of their support ticket and track the performance of all the agents and technicians.

The applications are easy to use and can be customized with HTML and CSS. Freshdesk also integrates with a lot of third-party apps and solutions to make a support team more effective.

Freshdesk is a tad bit more advanced than Freshservice, though both are simple and intuitive. Freshdesk also comes with 15-minutes and 30-minutes free trials. Freshservice has a 30-day money back guarantee.

Although both the applications have outstanding performance and uptime, Freshdesk might be a better fit for large companies with a complex structure.

Freshdesk Ease of Use

Freshdesk is created by Freshworks, a website cloud customer support platform. It’s their answer to the growing trend of customer service on demand.

Freshdesk provides support agents with self-service options that take the mouse out of customer support, providing agents with amazing ticketing tools as well as the ability to respond, manage and solve problems remotely.

This enables customer support agents to perform back to back customer service (without switching between different support tools) and provides customers with a quick and easy way to get support. It saves companies on both the service and infrastructure cost by using a cloud-based solution from Freshdesk.

When a new customer or customer service representative earns their first free ticket, Freshdesk offers three completely free credits. They are tradable for rewards and can be used to purchase additional tickets.

Freshdesk Features

Custom work flows that suit the business.

Cross-device and cross-embedded support, without a VPN (Virtual Private Network.)

Delivering tickets across mobile and desktop browsers.

Freshdesk is a SaaS (Software as a Service) backed by a customer support marketplace that will always give back to its community of customers.

Freshservice Ease of Use

Freshdesk is a portal-based service to manage your customer support. Freshdesk is a multi-tenant SaaS that means it is hosted in the cloud and there are no servers required to run it.

Ease of use is one of the key benefits of Freshdesk.

While Freshdesk offers inbuilt chat support for all its clients, you can screen the agent and decide who needs to access which features.

Freshdesk has a major security and email product features.

You can manage your email in Freshdesk and send email from it. That means Freshdesk you don’t send email from other portals.

Freshdesk also lets you create multiple dedicated agents to manage customer support. Freshdesk provides you with full power for scheduling your agents, additional training and more.

So in terms of ease of use, Freshdesk is almost command only.

Freshdesk for Price:

Freshdesk will be on average lower priced than Freshservice due to its lower operational cost.

Freshservice will be on average higher priced owing to its more advanced features.

Freshservice also has a learning curve. The more you will use it, it will become easier to use. Freshdesk is more of a tool. Freshservice is more versatile in managing your customers.

Freshdesk vs Freshservice: Customer Service

Freshdesk is a customer support call center software company that is rapidly receiving a lot of attention. Its products are built on the cloud, which means that you can access them from anywhere you like – even when you’re on vacation or on a business trip. What’s more, its solutions are localized for every country in the world. That means it supports different languages, time zones, currencies, and local laws and regulations.

For things like customer service, support, contact centers, and outsourced contact centers, Freshdesk can help you both manage your existing customer base and get new customers. It provides all of the tools and features you need to quickly and efficiently enter new customers, provide them with a great customer service experience, and keep them. This way, you can grow your customer base without having to lift a finger.

Both Freshdesk and Freshservice have many more similarities than differences. However, they both have the same core values. These include a focus on clear communication, transparency, and delivering the highest quality customer support possible. Freshdesk believes that its existing customers are its most important asset, and in order to make sure that they have the best possible experiences, the company works with each one individually to make sure it gets the customer service it needs.

Freshdesk Customer Service

For a company focused on growth and technology, the Freshdesk call center often receives a fair amount of criticism. Unsurprisingly, this stems from the fact that Freshdesk does more than just help their clients manage their customer support. It’s a complete suite for the mobile customer support manager, including live chat, email, ticket management and integration with other systems in your company.

This is advantageous for many businesses, but for smaller companies or companies that are too small to have a traditional call center, Freshdesk can seem ″too much– for an answer. And while the free version of Freshdesk offers plenty of help and support for smaller teams, most Freshdesk users are using the paid version, where there are more features but there are added costs as well.

But what exactly are those costs, and which version is right for your business? We will address both of these questions and aim to offer a comprehensive, unbiased comparison of Freshdesk and Freshservice.

Freshservice Customer Service

Freshdesk is a well known brand in IT services. Freshdesk provides support to thousands of business in multiple countries. I have seen and had issues with the support ticket system of Freshdesk. Freshservice is a subscription based support service which is provided by Freshdesk. Freshdesk is a web based support management system. Freshdesk was started in 2007 by Girish Mathrubootham in Chennai, India. Freshdesk is backed by Accel Partners. At Freshdesk you can use your web browser to access the support ticket system.

The Freshdesk Support System has a very simple ticket management tool. Freshdesk Support Team is easily available just by contacting to the customer care team Freshdesk. Freshdesk has a live chat feature as well which helps the customer in case they are away from the computer. Freshdesk offers the Cpanel and Plesk control panel which is very helpful for the user as they have all the control of the server from their desktop. If you want to upgrade from Freshdesk to Freshservice the support team of Freshdesk will guide you.

Freshdesk vs Freshservice: Customer Reviews & Alternatives

Your business is growing, and things are getting hectic… so much so that you don’t have enough time to handle your growing customer support needs. This is when you turn to social media and the reviews of customer support software. But what if you don’t want to shell out almost a thousand bucks upfront?

There are two reviews that you may come across when doing some research on the web for customer support software: Freshdesk and Freshservice. Before you settle on a tool, you should compare the customer reviews, prices, and features of both tools.


For starters, reading some Freshdesk reviews and seeing screenshots of the Helpdesk’s dashboard will let you see how the tool looks. When compared to Freshservice, Freshdesk looks more like the tool you’re probably used to. Customer support setup is as easy as connecting your email account, entering the login info for your website, and you’re ready to go.

The thing is, this is all you can do with the free version of Freshdesk. You can also find a number of demos and templates in the paid version, which you’ll need to buy in order to start enjoying all that the app has to offer.

Freshdesk Customer Reviews

Freshdesk‑ is aimed at small to medium size e-commerce and provides a help desk to the businesses and companies that use it. It also offers some features like catch up of missed calls and emails, actionable customer complaints, email to call scripts and discussion forums in different topics. Most of the people have a good experience with Freshdesk and it generally works for the companies that use it.

The main reason behind the good experience is the company’s goal of helping the businesses using the tool. Even though it might face a huge spam attack at times, it is very reliable. It is a good customer support tool and it is the top choice among many people. The other reasons behind the good experience of Freshdesk are its features and the good customer support team of the company.

Freshdesk Alternatives

When Freshdesk rolled out, it’s one of the first on-demand SaaS support company and is completely cloud based. Its feature-set and pricing are what catapults it to the top. Freshdesk has become a valuable tool in today’s business world and is a favorite among all the small teams as well as large organizations. It has successfully transformed the way companies and their customers communicate and solve problems.

Like any other cloud-based product, some organizations are struggling with the pricing and features they are getting for the price they are paying. There is an influx of new competitors poised to challenge Freshdesk’s feature set and pricing at a fast pace. Apart from just competing on features and pricing, Freshdesk’s competitors are the ones that offer additional support and services such as short-term SaaS support, freelance support teams, etc.

Freshservice Customer Reviews

Read Freshservice Customer Reviews, rated 3.5/5 from over 100 Consumer’s Reviews

Freshdesk has been one of the major competitors in the SaaS space, challenging Freshservice for almost a year now. Being rivals in this space, we have already seen a lot of comparison between these two. One of their biggest differences has been their pricing strategy. That is what we are going to compare in this article and see if Freshservice is a better option than Freshdesk.

With a lot of the basic features similar to Freshdesk, Freshservice decided to differentiate itself by giving its customers an unheard of –30 day money back guarantee”. And after hearing from users about this money back guarantee, I find that this is indeed beneficial for someone who is switching from another SaaS provider.

Freshservice Alternatives

Quality of Service (QoS) is one of the core USP of Freshdesk, Pune. However, with the growing business movement, Freshdesk is forced to offer sevarl more fundamental aspects that aid the providing of quality support. As these features are not exactly best in their category and generally dominate the competition in features, they should be maintained even before they start to modify the core USP like MS Teams or Microsoft Teams.

To reply to your concerns, below is a list of different companies which are providing customer support services.


Freshdesk: Freshdesk is one of the leading software companies providing CRM solutions and Customer Support services, specialized in delivering internet-based customer support tools.

Freshdesk has been serving since 2008 and is the first in this category in this market as a Customer Support software company. It has more than 400 of the largest companies as clients worldwide.

Some of their key features include guides and tutorials, self-service options, pre-configured templates, personalized dashboards, 360 degree view on the customer, social media integration, and an adaptive tool that grows with the needs of the company.


  • A single user plan cost around INR 12K
  • A business user plan costs around INR 25K

Features Features:

Customer Service & IT Help Desk Software: Who It’s Right For

If the Internet is just as important to you as it is to me, then the availability of reliable customer service and IT help desk software should be a priority.

Meeting consumer expectations depends on it. Even businesses with their own technical support staff will turn to their IT help desk software for help. The reasons are obvious. Having robust customer service can help increase customer loyalty, retention, and monetization.

But satisfaction with IT Help Desk Software is also a major factor. In a recent Clutch survey, 91% of respondents report that they’re at or above expectations for support.

Why does it work so well?

It’s pretty simple. If you don’t like your IT Help Desk Software, you’re not going to use it. There’s a lot of competition in this segment of the customer service software market, and it’s important to stand out. You can’t get lost in the crowd.

Here’s what separates the best IT Help Desk Software and what you need to consider first.

What’s Best

If you want a customer service software that’s easy to use, locks in your customers, offers excellent customer care, and gives you a revenue boost, look no further.

Who Customer Service Software Is Right For

Who IT Help Desk Software Is Right For

IT helpdesks should be used by people who are responsible for IT related support in the organisation. They need to be able to handle support calls from different channels; either by phone, email, live chat or any other channel which the organisation uses.

An IT helpdesk is a company’s front-end to its customer relationship management (CRM). It allows you to track all phone calls, emails, chats, etc. that your company receives and manages them. This not only keeps a record of the support requests and backs it up when required.

It provides a means to ensure that all questions are answered and the problem is solved. An IT helpdesk also allows your organisation to keep track of new customers or customers who need any kind of specialised help. Any support request raised at that point should be communicated to appropriate departments so that appropriate action is taken.

What Kind Of Customer Contact Does An IT Help Desk Handle?

An IT helpdesk should not only track calls coming from your organisation’s site, but also from outside channels like social media, email, chat programs, phone, etc. and it should also be able to track the conversion of the existing calls.

IT supportdesks are used to solve basic problems like resolving password issues, changing passwords, providing customer support, solving technical issues like unlocking a laptop, adding a new account, providing security tips, etc.

Bottom Line

Freshdesk vs Freshservice for Customer Support

Both Freshdesk and Freshservice representatives offer representatives a variety of ways to support customers. Freshdesk offers inbound representatives the option of providing live chat, email, and direct chat with agents. Whereas, Freshservice provides outbound representatives with the option of answering web forms, email, and push notifications.

Freshdesk is tailored more for inbound support reps. Freshservice is more suited for primarily outbound support reps. Unlike Freshdesk, Freshservice does not provide inbound development teams with the possibility to create helpdesk support tickets. However, Freshservice does offer a manual solution to set wickets.

In addition both Freshdesk and Freshservice offer remote support, continuous training, and remote monitoring of home networks. Both Freshdesk and Freshservice offer several features not found in the competition, such as ticket quality, intuitive workflows, and a customizable user interface.

Both Freshdesk and Freshservice allow reps to request that users log in and provide additional information to an existing helpdesk support ticket.

No matter which company you choose, you’ll be able to do everything you need to help support customers and get them the help they need. Our suggestion is to carefully evaluate which option works best for your organization, as both offer valuable features that can help you improve your customer support.