The verdict
For a small B2B or SaaS team that wants to be running in a day, I'd pick Help Scout. It stays simple, it has a free plan to start on, and the knowledge base comes from the same vendor. If you already know you need ticket fields, SLAs, several channels including phone, and a wide set of integrations, pick Freshdesk.
The trade-off is setup. Freshdesk takes a few weeks to configure properly, and a badly configured helpdesk is worse than a shared inbox. Help Scout is quicker, but advanced workflows and single sign-on sit on higher plans. Test the AI on your own tickets in either tool before you rely on it.
Side by side
| 13 points compared | ||
|---|---|---|
| Starts at | $19/mo | $25/mo |
| Free plan | No | Yes |
| API | Yes | Yes |
| MCP server | Yes | Yes |
| AI chatbot / agent | Yes | Yes |
| AI search & answers | Yes | Yes |
| Custom domain & branding | Yes | Yes |
| Help centre / knowledge base | Yes | Yes |
| Internal wiki | Yes | Yes |
| Live chat widget | Yes | Yes |
| Native ecommerce (Shopify) integration | Yes | Yes |
| Public help centre | Yes | Yes |
| Shared inbox & ticketing | Yes | Yes |
| Links |
Plans and pricing
Freshdesk by Freshworks
- Growth$228/yr/seat
- Pro$660/yr/seat
- Enterprise$1,068/yr/seat
Help Scout
- FreeFree
- Standard$25/mo/seat
- Plus$45/mo/seat
- Pro$75/mo/seat
Who each is for
Choose Freshdesk by Freshworks if…
Pick Freshdesk when support is a real function with several agents and you want a mainstream, flexible ticketing tool. It covers email, chat, phone and social, and it has automation and AI agents that can take repetitive questions.
It suits teams that will invest a few weeks in fields, routing and SLAs, and want a wide marketplace around the helpdesk. Freshdesk has no permanent free plan, so use the trial to check your setup before you commit.
Choose Help Scout if…
Pick Help Scout when you are a B2B or SaaS support team of roughly five to fifty people and want a friendly shared inbox with a proper help centre attached. It is quick to set up and easy for people to adopt because it feels like email.
There is a free plan, which makes it easy to start. Watch the plan splits as you grow, and note that the AI agent that answers customers is billed separately per resolution. A very large support organisation with complex routing will want something heavier.
Other options worth a look
Customer service platform that combines helpdesk ticketing, omnichannel support and AI-powered knowledge base capabilities.
Centralises customer support across email, chat, social and SMS for ecommerce stores with order-data integration.
Supports customers across email, chat and phone with a unified inbox and an AI resolution agent.
Powers knowledge bases and help centres with AI search, chatbots and an AI writing agent.
Meta's messaging app and API that lets businesses chat with customers on WhatsApp, from small shops to enterprises.