vioscaleAI
Comparison

Freshdesk vs Help Scout

On the evidence we track, Help Scout leads this comparison with a composite score of 82/100. Scores are only directly comparable because these tools share a category; the full breakdown and every source is below.

Freshdesk full profile →Help Scout full profile →
Machine formatsMarkdownJSONGraphQLMarkdown is open. JSON and GraphQL need a free key.
Freshdesk64
★Help Scout82
Score
vioscaleAI score
Freshdesk64 / 100low · 42%
Help Scout82 / 100medium · 70%
Pricing
Free tier
Freshdesk✓
Help Scout✓
Model
Freshdeskfreemium
Help Scoutfreemium
Price level
Freshdesklow
Help Scoutlow
Transparent
Freshdesk✗
Help Scout✓
Integrations
Count
Freshdesk3
Help Scout1
Security
Disclosure policy
Freshdesk–
Help Scout✓
Gdpr
Freshdesk–
Help Scout✓
Hipaa
Freshdesk–
Help Scout✓
Pci
Freshdesk–
Help Scout✓
Soc2
Freshdesk–
Help Scout✓
Trust center
Reliability
Sla pct
Freshdesk99.9
Help Scout99.99
Status page
Freshdesk✓
Help Scout✓
Market
Availability
Freshdesk–
Help ScoutAvailable worldwide
Content
Faq
Freshdesk5 items
Help Scout5 items

Capabilities

Feature-by-feature on the axes that matter for customer support. “-” means undocumented, not absent.

Core
Ticket / case management
Freshdesk✓
Help Scout✓
Channels
Live chat
Freshdesk✓
Help Scout✓
Shared inbox
Freshdesk-
Help Scout✓
Omnichannel (email+chat+social+voice)
Freshdesk-
Help Scout✓
Voice / telephony
Freshdesk-
Help Scout✗
Self-service
Self-service knowledge base
Freshdesk-
Help Scout✓
Automation
SLAs, triggers & routing
Freshdesk✓
Help Scout✗
Automation / macros
Freshdesk✓
Help Scout✓
AI
AI agent / copilot
Freshdesk✓
Help Scout✓
Insight
Reporting & dashboards
Freshdesk✓
Help Scout✓
Deployment
Hosting
Freshdesk-
Help ScoutCloud only
Enterprise
SSO / SCIM
Freshdesk-
Help Scout✗
Extensibility
Public API
Freshdesk✓
Help Scout✗
Pricing
Free tier
Freshdesk✓
Help Scout✓

What each one is

The product in its own terms, so the numbers below have context.

Freshdesk

A customer service platform that combines AI agents, team collaboration tools, and third-party app integrations to automate and enhance support operations.

Independently observed

Help Scout

Leader

A customer support service that uses artificial intelligence to help businesses manage customer interactions through chat and communication features.

Independently observed

Pricing

List pricing as published by each vendor, with the date we read it. Always verify at the source before you buy.

Freshdesk

from £15/moSubscriptionFree tier14-day trial

From £15/agent/month billed annually. 14-day free trial.

  • Growth£15/agent/month billed annually
    • Freddy AI Agent (first 500 sessions included)
    • Ticketing & shared inbox
    • Customer portal & knowledge base
    • Out-of-the-box analytics & reporting
    • Threads & tasks
    • +1 more
  • Pro£39/agent/month billed annually
    • Freddy AI Agent (first 500 sessions included)
    • Multilingual helpdesk
    • Custom dashboards & reporting
    • Intelligent routing
    • Multiple SLA policies
    • +1 more
  • Enterprise£67/agent/month billed annually
    • Freddy AI Agent (first 500 sessions included)
    • Freddy AI Insights
    • Skill-based routing
    • Sandbox
    • Audit logs
    • +1 more
as of verify ↗

Help Scout

Leader
from $25/moSubscriptionFree tier

From $25/user/mo (Standard). Free tier includes 5 users, 1 inbox. 3-month free trial for AI Answers add-on.

  • FreeFree
    • 1 Inbox
    • 1 Docs site
    • 10 saved replies
    • 10 tags
    • Snooze
    • +3 more
  • Standard$25/user/mo
    • Multiple Inboxes
    • Live chat, Instagram, & Messenger
    • Multiple knowledge bases
    • One basic SLA policy
    • Basic workflows
    • +7 more
  • Plus$45/user/mo
    • Everything in Standard
    • Advanced workflows
    • Two advanced SLA policies
    • Unlimited AI Drafts
    • Round robin routing
    • +3 more
  • ProContact sales
    • Everything in Plus
    • Unlimited workflows
    • Unlimited SLA policies
    • Multiple routing types
    • SSO/SAML
    • +4 more
as of verify ↗

Platform & deployment

Where each product runs and how it can be hosted. A dash means undocumented, not unsupported.

Platforms
Web
Freshdesk✓
Help Scout✓
Deployment
Cloud / SaaS
Freshdesk✓
Help Scout✓

Integrations

What each product connects to. Counts come from the vendor's own integration directory where one exists.

Freshdesk

4 total
  • MCP-connected AI tools and apps
  • Slack
  • Freshcaller
  • Freshservice
Independently observed

Help Scout

Leader
1 total
  • Shopify
Independently observed
Still deciding?

Freshdesk or Help Scout: which one depends on you

A composite score cannot know your constraints. Describe them and both get re-weighted against what you actually need, with the evidence behind every position.

Free to run, no account needed to start. How the evaluation works

Comparison generated from independently-sourced facts. Every value links to its source and retrieval date. See the method.