The Difference Between Freshdesk and Freshservice

By | October 25, 2022

If you’ve been doing your research on customer service software, you’ve probably come across Freshdesk and Freshservice. Both platforms offer a wide range of features to help businesses streamline their customer support process. But what is the difference between the two? Let’s take a look.

Freshdesk vs Freshservice: Ticketing

One of the primary differences between Freshdesk and Freshservice is the way they handle ticketing. Freshdesk uses a traditional ticketing system, wherein each support request is assigned a unique ticket number. This can be helpful if you have a large volume of support requests coming in, as it gives you a way to keep track of them all. However, some users find this system to be cumbersome and difficult to use.

Freshservice, on the other hand, uses a more modern method known as “conversational ticketing.” This allows your team to handle multiple customer queries at once without having to assign each one a separate ticket number. This can save a lot of time, particularly if you’re dealing with a high volume of support requests.

Freshdesk vs Freshservice: Knowledge Base and Community Portal

Another key difference between these two platforms is the way they handle knowledge management. Both Freshdesk and Freshservice come with built-in knowledge bases that allow your team to store articles and FAQs for easy reference. However, only Freshservice offers a community portal where customers can search for answers to their questions without having to contact support.

This can be extremely useful for reducing the number of support requests you receive, as customers will often find the answers they’re looking for without needing to reach out to your team. It can also help reduce support costs, as handling customer queries through a knowledge base or community portal is generally cheaper than providing one-on-one support.

Pricing

Freshdesk offers four pricing plans: Sprout (best for small businesses), Blossom (best for growing businesses), Garden (best for established businesses), and Estate (best for large enterprises). Prices start at $15/agent/month for the Sprout plan and go up to $50/agent/month for the Estate plan.

Freshservice also offers four pricing plans: Freshservice Free, Freshservice Bronze, Freshservice Silver, and Freshservice Gold. Prices start at $0/month for the Free plan and go up to $45/month per agent for the Gold plan.

Features

Both Freshdesk and Freshservice offer a wide range of features, including ticketing, asset management, knowledge base, problem management, change management, release management, project management, SLA management, etc. However, there are some key differences in the features offered by each service. For example, only Freshdesk offers a built-in call center solution, while only Freshservice offers an ITIL-ready version with features like configuration management databases (CMDBs).

Freshdesk vs Freshservice: Multi-Channel Support

Both Freshdesk and Freshservice offer multi-channel support, meaning you can handle customer queries via email, phone, live chat, social media, and even self-service portals. However, only Freshdesk offers a mobile app that allows customers to access your help desk from their smartphone or tablet.

Freshdesk vs Freshservice: Security

Security is a major concern for any business, and this is true when it comes to customer support as well. Both Freshdesk and Freshservice offer robust security features, such as data encryption, role-based access control, two-factor authentication, etc. However, only Freshservice offers an enterprise-grade SLA with guaranteed uptime and data protection.

Conclusion

Freshdesk and Freshservice are both excellent customer service platforms with a wide range of features. The primary differences between the two are in the way they handle ticketing (traditional vs conversational), knowledge management (knowledge base vs community portal), pricing plans, features offered, and multi-channel support options.

If you need a platform that can handle a high volume of support requests, then Freshdesk may be the better option for you. However, if you’re looking for something that will help reduce the number of support requests you receive, then Freshservice may be a better fit.

Ultimately, the best way to decide which platform is right for your business is to sign up for free trials of both and see which one works better for your needs.

Leave a Reply

Your email address will not be published. Required fields are marked *