Compare Helpdesk Software and Freshdesk - Sep 2022

Shlomi Lavi

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Bottom Line: Which is Better - Helpdesk Software or Freshdesk?

Helpdesk Software is more expensive to implement (TCO) than Freshdesk, and Freshdesk is rated higher (94/100) than Helpdesk Software (80/100). Freshdesk offers users more features (10) than Helpdesk Software (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:

HESK Vs. FRESHDESK INC.

HESK: HESK is PHP Help Desk Software allowing you to set up an efficient Web-based ticket support system. HESK is super simple to use, fast, lightweight, secure, user friendly and FREE. Integrated Knowledgebase may reduce the number of support requests by as much as 50%!

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? Helpdesk Software 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 Helpdesk Software and Freshdesk.

Helpdesk Software price starts at $29 per agent/month , On a scale between 1 to 10 Helpdesk Software 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: Helpdesk Software cost is around the same cost of Freshdesk.

Which software includes more/better features?

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

Helpdesk Software: Customer Survey, Knowledge Base/FAQ, Reporting, Support Ticket Tracking.

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

Target customer size

HESK is perfect for small and midsize organizations and websites who want to manage their customer issues using a ticket based help desk system. Freshdesk works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support.