Freshdesk vs Helpshift

Freshdesk and Helpshift serve different segments of the customer support market. Freshdesk offers comprehensive helpdesk functionality with transparent pricing from free to $79 per agent monthly, while Helpshift focuses on mobile-first customer service with custom enterprise pricing.

The platforms differ significantly in their target audience: Freshdesk serves businesses of all sizes with traditional support needs, while Helpshift specializes in mobile app and gaming companies requiring in-app support experiences.

Freshdesk provides a complete helpdesk solution with ticketing, knowledge base, community forums, phone support, and live chat. Its strength lies in workflow automation, SLA management, and extensive integration options. The platform excels at traditional support channels and offers robust reporting and analytics for support teams.

Helpshift specializes in mobile-first customer service, offering in-app messaging, AI-powered bots, and seamless integration with mobile applications. Its unique strength is providing contextual support within mobile apps, including screen sharing and device diagnostics. The platform includes advanced AI capabilities for automated issue resolution and smart routing.

The fundamental difference is deployment: Freshdesk operates as a separate support portal, while Helpshift embeds directly into mobile applications for contextual, in-app support experiences.

Freshdesk offers transparent, predictable pricing with a free tier supporting up to 10 agents and paid plans from $15 to $79 per agent monthly. This makes budgeting straightforward and allows teams to scale gradually without surprise costs.

Helpshift uses custom enterprise pricing, which typically results in higher costs but includes specialized mobile features, AI capabilities, and dedicated support. The custom pricing model means costs vary significantly based on app usage, user volume, and required features.

Choose Freshdesk if you need a full-featured helpdesk with transparent pricing and comprehensive multi-channel support. Choose Helpshift if you're a mobile app or gaming company requiring specialized in-app support and AI-powered automation.

Choose Freshdesk if: You need traditional helpdesk features across multiple channels, want transparent pricing, or serve customers primarily through email, phone, and web chat. It's ideal for businesses with standard support workflows and budget predictability needs.

Choose Helpshift if: You're a mobile app or gaming company needing in-app support, require advanced AI automation, or need specialized mobile diagnostics and screen sharing capabilities. Best for companies where mobile experience is critical.

Consider Converge as a simpler alternative: At $49/month flat rate with up to 15 agents, Converge provides essential customer support features without the complexity of enterprise platforms or the high costs of specialized mobile solutions, perfect for teams needing straightforward support tools.