Compare Help Scout and Freshdesk - Mar 2022

Shlomi LaviShlomi Lavi / Mar 09, 2022

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Bottom Line: Which is Better - Help Scout or Freshdesk?

Freshdesk is more expensive to implement (TCO) than Help Scout, and Freshdesk is rated higher (94/100) than Help Scout (77/100). Freshdesk offers users more features (10) than Help Scout (4). There is a clear winner in this case and it is Freshdesk!

Looking for the right Help Desk solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:

Help Scout Vs. FRESHDESK INC.

Help Scout: Help Scout enables teams to deliver personalized email customer service that scales beautifully for a growing business. Any team of two or more can collaborate in real-time, keep track of customer history automatically and stay on the same page

FRESHDESK INC.: Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one.

Who is more expensive? Help Scout or Freshdesk?

The real total cost of ownership (TCO) of Help Desk software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for Help Scout and Freshdesk.

Help Scout price starts at $20 per user/month , On a scale between 1 to 10 Help Scout is rated 2, which is much lower than the average cost of Help Desk software. Freshdesk price starts at $15 per agent/month , When comparing Freshdesk to its competitors, the software is rated 2 - much lower than the average Help Desk software cost.

Bottom line: Help Scout cost is around the same cost of Freshdesk.

Which software includes more/better features?

We've compared Help Scout Vs. Freshdesk based on some of the most important and required Help Desk features.

Help Scout: Email Integration, Incident / Request Management, Multi-Site Support, Reporting.

Freshdesk: Billing and Invoicing, Customer Survey, Email Integration, Knowledge Base/FAQ, LDAP/Active Directory Synchronization.

Target customer size

Customers of the software mainly include small and medium businesses as well as freelancers. Freshdesk works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support.



Help Scout

ITQlick rating
(4.7/5)

starts at $20 per user/month

Help Scout is a help desk management solution for small and medium businesses. It offers assistance in email integration, problem and request management, reporting, and other aspects. The software was d...

Categories: Banking CRM, Casino CRM, Complaint Management, Customer Loyalty.

Freshdesk

ITQlick rating
(4.5/5)

starts at $15 per agent/month

Freshdesk is a cloud based help-desk system designed to ensure good customer relations between and an organization and its clients. The solution core features include ticketing, collaboration and automations.

Categories: Call Monitoring, Banking CRM, Call Center, Casino CRM, Complaint Management.

Compare specifications

Compare features

Help Scout: 4 Features

Email Integration
Incident / Request Management
Multi-Site Support
Reporting

Freshdesk: 10 Features

Billing and Invoicing
Customer Survey
Email Integration
Knowledge Base/FAQ
LDAP/Active Directory Synchronization
Multi-Site Support
Rules/Workflows
Scheduling
Facebook Integration
Twitter Integration
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100, the calculation is based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 (10 is high cost), based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Functionality score
Software review
Compare
Help Sco...
ITQlick rating
4.7/5
Score
77/100
Pricing
2/10
License pricing
$20 per user/month
Functionality
23
Compare
Freshdesk
ITQlick rating
4.5/5
Score
94/100
Pricing
2/10
License pricing
$15 per agent/month
Functionality
39
SolarWin...
ITQlick rating
5/5
Score
94/100
Pricing
4.2/10
License pricing
$19 per technician/month
Functionality
38
Zendesk
ITQlick rating
4.3/5
Score
92/100
Pricing
2/10
License pricing
$49 per agent/month
Functionality
48
Zoho Des...
ITQlick rating
4.5/5
Score
92/100
Pricing
4/10
License pricing
$14 per agent/month
Functionality
3
Compare

Auditor - Shlomi Lavi

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Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.