Freshdesk vs Help Scout
Compare Freshdesk and Help Scout on features, pricing, and buyer fit using the same researched criteria.
Freshdesk
Helpdesk and omnichannel ticketing from Freshworks — Growth from $19/agent/mo annual with 14-day trial.
Best for
- • Omnichannel helpdesk ticketing
- • SLA and routing on paid tiers
Starting from $19.00/user/mo
No free plan
VS
Our verdict
No universal winner. Choose based on which criteria matter most for your team.
Freshdesk is better for
- ✓ Ticketing depth
- ✓ Live chat
- ✓ Omnichannel inbox
- ✓ SLA & routing
Help Scout is better for
- ✓ Free plan
- ✓ Knowledge base
Tie
- • AI features
Choose Freshdesk if: Omnichannel helpdesk ticketing
Choose Help Scout if: SMB shared inbox with a free 5-user tier
Help Scout
SMB shared inbox and helpdesk — free for up to 5 users; Standard $25, Plus $45, Pro $75 user/mo annual.
Best for
- • SMB shared inbox with a free 5-user tier
- • Docs-first self-service
Starting from $0.00/user/mo
Free plan available
Pros & cons
A balanced look at where each product shines — and where it falls short.
Freshdesk
Strengths in greenPros
- Stronger on ticketing depth
- Stronger on live chat
- Stronger on omnichannel inbox
- Stronger on sla & routing
Cons
- Trails on free plan
- Trails on knowledge base
Best for
Omnichannel helpdesk ticketing
Help Scout
Trade-offs in redPros
- Stronger on free plan
- Stronger on knowledge base
Cons
- Trails on ticketing depth
- Trails on live chat
- Trails on omnichannel inbox
Best for
SMB shared inbox with a free 5-user tier
Choose if…
Choose Freshdesk if
- Omnichannel helpdesk ticketing
- SLA and routing on paid tiers
Choose Help Scout if
- SMB shared inbox with a free 5-user tier
- Docs-first self-service
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