YOUR PRIORITIES. YOUR SHORTLIST.

Make the comparison yours.

Select up to three products in one category. See the evidence, change the priorities and understand every point.

1. Choose a category

2. Choose up to three products

Only products in the same category can be compared.

Product 1Product 2Product 3

3. Set what matters to youCore workflowWorkflow depthAI

Standard weights total 100 points, including 15 for AI. Your choices are normalised back to 100.

Customer service software / YOUR COMPARISON

The fit, side by side.

Sorted by your documented score

Freshdesk

Freshdesk ↗

53–100/100

53% evidence coverage

With AI excluded: 56–100/100

US$19.00
agent/month · VAT basis not stated

Support teams wanting defined SLA, working-hours and ownership processes.

Confirm UK billing, support coverage and processing region in the proposal.

The first number is earned from documented features. Unverified capabilities create the range. Product scores do not establish the quality, reliability or price of a particular plan.

Customer service software: feature evidence and contribution to the score
Capability & demo question	Freshdesk53–100/100 documented fit
Core workflowShared inbox and tickets7.0 points available Ask in the demo Create a case from email and assign it without duplicate ownership.	✓ Supported Email ticketing and a shared inbox are included. 7.0 / 7.0 pointsEvidence ↗
Core workflowCustomer interaction history7.0 points available Ask in the demo Show the customer's previous conversations while handling the new case.	? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–7.0 / 7.0 points
Core workflowAutomatic ticket routing7.0 points available Ask in the demo Assign a ticket according to type, priority or team.	✓ Supported Business rules and skills can route tickets. 7.0 / 7.0 pointsEvidence ↗
Core workflowSearchable knowledge base7.0 points available Ask in the demo Publish an answer and find it as a customer and as an agent.	✓ Supported Plans provide a self-service knowledge base. 7.0 / 7.0 pointsEvidence ↗
Core workflowOperational support reports7.0 points available Ask in the demo Inspect first-response time, backlog and resolution trends.	✓ Supported Custom dashboards are available on Pro. 7.0 / 7.0 pointsEvidence ↗
Workflow depthSLA and escalation rules4.0 points available Ask in the demo Demonstrate a breached target and the next escalation.	✓ Supported Multiple policies and escalation automation are available. 4.0 / 4.0 pointsEvidence ↗
Workflow depthBusiness-hours calendars4.0 points available Ask in the demo Apply a team working-hours calendar to a response target.	✓ Supported Group-specific working calendars are documented. 4.0 / 4.0 pointsEvidence ↗
Workflow depthConnected service channels4.0 points available Ask in the demo Continue a case with history from at least two channels.	? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points
Workflow depthInternal collaboration4.0 points available Ask in the demo Add a private note or involve another team without exposing it to the customer.	✓ Supported Threads and external collaborators support joint work. 4.0 / 4.0 pointsEvidence ↗
Workflow depthReusable response actions4.0 points available Ask in the demo Apply a reusable reply that also updates ticket fields.	? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points
Workflow depthCustom case fields4.0 points available Ask in the demo Make an issue type available for routing and reporting.	✓ Supported Advanced fields capture issue data. 4.0 / 4.0 pointsEvidence ↗
Workflow depthAgent roles and permissions4.0 points available Ask in the demo Prevent a junior agent changing restricted settings or records.	✓ Supported Role controls restrict what agents see and do. 4.0 / 4.0 pointsEvidence ↗
Workflow depthTicket change history4.0 points available Ask in the demo See who changed ownership, priority or status.	? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points
Workflow depthService API or integrations4.0 points available Ask in the demo Create or update a case in a connected business system.	? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points
Workflow depthCustomer satisfaction feedback4.0 points available Ask in the demo Collect feedback linked to the closed case.	? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points
Workflow depthPortable case data5.0 points available Ask in the demo Export a case with its messages and useful identifiers.	? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points
Workflow depthBot-to-agent continuity5.0 points available Ask in the demo Transfer a bot conversation with context and customer details.	? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points
AIGrounded AI reply assistance5.0 points available Ask in the demo Draft a response from the case and approved knowledge.	? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points
AIAI summaries and classification5.0 points available Ask in the demo Summarise the case or identify its intent before routing.	? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points
AIControlled AI resolution5.0 points available Ask in the demo Resolve a supported issue and escalate an unsupported request to staff.	✓ Supported Freddy AI Agent is offered with metered sessions. 5.0 / 5.0 pointsEvidence ↗

“Not verified” means the recorded evidence does not settle this specific check. It does not mean the feature is absent. Read the scoring method.

Make the comparison yours.

The fit, side by side.

Freshdesk ↗

Inside the feature comparison