SHOW ALLPOPULAR CATEGORIES Pros and Cons: Help Desk Software Analysis

desklIf you are thinking about choosing as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money. To give you a better sense of perspective on the quality of we also compared it with Freshdesk, one of the leaders in the help desk software category. For a more hands-on comparison you may want to get Freshdesk free trial, too. If you need a wider perspective you may also be interested in reading our comparison of top help desk software in 2022.

Overview of

An overview of interface

An overview of interface

After a thorough analysis of functionalities, customer support, and integration capabilities, our B2B experts gave it a high which places it in our ranking of best help desk software solutions. Features:

  • Email
  • Twitter/Facebook
  • Live chat window
  • Phone
  • Community discussions
  • Case filters and business rules to organize priorities and queues
  • Escalation and case tracking
  • Labels and notes for sorting
  • Business rules for auto tasking
  • Macros to perform simultaneous actions
  • Bulk updating
  • Reward system
  • Customer history in one place
  • Preconfigured reports

If you need a more comprehensive look at features, pricing and integrations you may also read our detailed review of or simply have a look at our discussion of its pros and cons below which should also give you a good idea of the software’s capabilities. 

Overview of Freshdesk

Here's how part of Freshdesk UI looks like

Here’s how part of Freshdesk UI looks like

Our B2B review team analyzed all popular help desk solutions on the market and in our study Freshdesk emerged as the unquestionable leader in its category. It is at the top of our list of best help desk solutions in 2022. Freshdesk offers a wide range of pricing plans to accommodate the needs of all types of businesses. There is even a free plan for small teams of up to 3 agents that allows small companies to enjoy the tool at no cost whatsoever. You can easily try out Freshdesk on your own with their great free trial and see for yourself how it works for your company. Users can sign up for Freshdesk free trial here.

Freshdesk Features:

  • Email to Ticket Conversion
  • Knowledge Base
  • Self Service Portal
  • Multiple Service Level Agreement policies
  • Automations – Ticket routing, scenario automations
  • Multi-channel support, including Facebook & Twitter
  • Community Portal with Idea Management & Voting
  • Multi-product/multi-brand Support
  • Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
  • Multi-language & multi-time zone support
  • Satisfaction Surveys
  • Leaderboard & gamification

If you’d like to get more information about Freshdesk’s features, pricing and customer support you may want to read our detailed review of Freshdesk.

Pros and Cons of and Freshdesk

Support Channels

Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than in this area as it offers ticket support in addition to phone support, while offers only phone support.

Canned Responses

Both Freshdesk and provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution.

Third-Party Integrations

Both and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps.

Devices Supported

Both Freshdesk and support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry.

 Customizations Available

Freshdesk beats in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, offers customization of fields only.

Customer Feedback and Reviews

A glance at review websites shows that both products have mostly received positive feedback and reviews from customers. The majority of Freshdesk customers say they are very satisfied with the product and give it a good rating. They think that the product features and functions are easy to understand and use, and customer support is reliable. Other customers have said that Freshdesk delivers what it promises and they have found what they need. customers have said that they are now able to do more with less effort. Thus, in this category, both products are on an even keel.

 Website Security and Safety

Freshdesk uses a secured website that is protected with SSL technology to ensure customer information is safe and secure. Tests of the website reveal that there is no phishing activity or viral threats on it. Thus, you are assured of safe and secure transactions when you subscribe to Freshdesk plans on the website. uses the https secure connection to ensure safe customer transactions during checkout and payment. Tests reveal that the website does not have infectious content on its pages. Thus, is also a safe website where you can make purchases without worries.

Free Trial offers only a 14-day free trial, while Freshdesk offers a 30-day free trial. The Freshdesk free trial offers access to the Estate plan for 30 days. After the free trial period, you can select a plan and pay by credit card to continue using the application. There is also a free plan for small teams of up to 3 agents that allows you to use Freshdesk at no cost whatsoever. In that regard Freshdesk is definitely better than You can easily sign up for Freshdesk free trial here.


An overview of Freshdesk pricing plans

An overview of Freshdesk pricing plans offers three plans with the cheapest being the Start plan that costs $3 per month for up to three users with basic functions. The Standard plan costs $30 per user/month (annual payment) or $35 monthly. The Plus plan costs $50 per user/month (annual payment) or $65 monthly.

Freshdesk offers five plans with the cheapest being the Sprout plan which is offered free for up to three agents. Top features of the Sprout plan include email support, phone support, and knowledge base. The most expensive is the Forest plan which costs $70 per agent billed annually. Top features of the Forest plan include security features such as IP whitelisting and custom email servers.

Freshdesk offers a wider range of plans to suit all types of businesses. It provides comprehensive features and benefits which ensure customers get full value for their investment.

Payment Methods Accepted

Both products accept major credit cards such as Visa, MasterCard, and American Express. Freshdesk does not accept other payment methods like PayPal, e-checks, and money orders. It accepts online payments but not phone orders. offers customers the choice of paying by invoice if they wish to prepay for 12 months.

Returns and Refunds

Freshdesk charges customers on a monthly basis according to the package they have selected. To use the service, customers pay in advance for every month. If you cancel the account plan you can easily get back your money. offers a ‘pay as you go’ policy which means you need to pay only for what you use. It bills customers on a monthly basis, and if they do not need the service they can cancel it and will not be billed again.

Customer Base

Prominent customers of include Diamond Candles, Greenvelope, Roomorama, Yelp, Snap Engage, and Dwolla.

Freshdesk is used by more than 50,000 customers including prominent names like Honda, 3M, Hugo Boss, Petronas, Sony Pictures, University of Pennsylvania, and UNICEF. Both products are suitable for freelancers, small and medium businesses, as well as large enterprises.

Social Media Presence

Freshdesk has received good coverage in the media and a high level of popularity on social media sites such as Facebook, Twitter, Linkedin, YouTube, Google Plus, and Quora. It is obvious that both companies make expert use of social media channels to interact with their customers and promote their respective products.

Drawbacks Pointed Out by Customers’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

Bottom Line

A detailed comparison of pros and cons and Freshdesk reveals that while is a solid and reliable help desk software, Freshdesk simply offers better features and more benefits at more flexible prices. This software is definitely a better choice if you’re looking for an effective solution that will meet all the requirements of your company. You can also easily try out Freshdesk on your own with a free trial plan that will let you test all the key features before you decide if you want to go for a paid plan. You can get Fresdesk free trial here.

Christopher Robinson

By Christopher Robinson

Christopher Robinson is a senior productivity research analyst who specializes in optimizing online collaboration and project management using Scrum and agile approaches. In his work, he always emphasizes the need for distributed work training and the formation of efficient work habits. His work was mentioned in various business publications, including Entrepreneur and InfoQ. He’s a strong proponent of the GTD model. He has been cooperating with the FinancesOnline team for 5 years now, and his publications always focus on practical aspects of productivity tools that can have an actual, transformative impact on a company.

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