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All industries · head to head

Freshdesk vs Groove

Freshdesk logo

Freshdesk

All industries

Delight your customers, effortlessly

From
$19/month
Rated
-
Full reviewWebsite
Groove logo

Groove

Customer Support

Simple, powerful support for growing businesses

From
$12/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Freshdesk growth tier lacks multilingual helpdesk and custom reporting dashboards; Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
  • They diverge on capability: Freshdesk covers Ticketing, Groove covers Shared inbox.

Where they differ

Only the attributes on which Freshdesk and Groove actually diverge.

Attributes where Freshdesk and Groove differ
AttributeFreshdeskGroove
Starting price$19/month$12/month
PlatformsWebWeb, Ios, Android
CategoryAll industriesCustomer Support
Founded20102011

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Freshdesk

  • Ticketing
  • Automation
  • Self-service
  • Team collaboration
  • Multi-channel support
  • SLA management
  • Mobile apps
  • Microsoft Teams

Only in Groove

  • Shared inbox
  • Knowledge base
  • Live chat
  • Automation rules
  • Collision detection
  • Zapier
  • Trello
  • SSL

Both cover

  • Reporting
  • Slack
  • Salesforce
  • Jira
  • GDPR

What people use each for

The jobs each tool is most often brought in to do.

Freshdesk

  • Help desk and ticketing systemnot Groove
  • Customer support portal and knowledge basenot Groove
  • Multi-channel support coordinationnot Groove
  • AI-assisted support agent interactionnot Groove

Groove

  • Shared inbox and help desk ticketing for small support teamsnot Freshdesk
  • Handling email, chat and messaging support in one queuenot Freshdesk

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshdesk

  • Growth tier lacks multilingual helpdesk and custom reporting dashboards
  • Skill-based routing available only on Enterprise tier
  • Freddy AI Copilot requires separate £29/agent/month add-on on Pro and Enterprise plans
  • AI agent sessions charged beyond initial 500 sessions: £49 per additional 100 sessions
  • Day passes for non-agents vary by tier: £2 (Growth), £7 (Pro), £12 (Enterprise)

Groove

  • Billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
  • A minimum of 250 tickets a month applies, which is a $3,000 annual commitment before any usage
  • A quiet month still pays the 250 ticket floor
  • No mailbox limit is published

Pricing, plan by plan

Freshdesk

$19/month

No published plan breakdown. See the Freshdesk review.

Groove

$12/month
  • Standard$12/month
    • 1 mailbox
    • Knowledge base
    • Live chat
  • Plus$20/month
    • 5 mailboxes
    • Full reporting
    • Rules
  • Pro$35/month
    • 25 mailboxes
    • Salesforce
    • Enterprise SSO

Which should you pick?

Choose Freshdesk if

  • You need ticketing.
  • You also want automation.
Freshdesk review

Choose Groove if

  • You need shared inbox.
  • You work on Web, Ios, Android.
  • You also want knowledge base.
Groove review

Questions people ask

Is Freshdesk or Groove better?
Neither clearly leads. Freshdesk starts at $19/month and Groove at $12/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshdesk or Groove?
Freshdesk starts at $19/month and Groove at $12/month.
Does Freshdesk or Groove run on more platforms?
Freshdesk runs on Web. Groove runs on Web, Ios, Android.
What is Freshdesk best used for?
Freshdesk is most often used for help desk and ticketing system, customer support portal and knowledge base, multi-channel support coordination, ai-assisted support agent interaction. Of those, help desk and ticketing system and customer support portal and knowledge base are not what Groove is typically brought in for.
What can Freshdesk do that Groove cannot?
Freshdesk covers Ticketing, Automation, Self-service, Team collaboration. Groove covers Shared inbox, Knowledge base, Live chat, Automation rules. Both handle Reporting, Slack, Salesforce, Jira.
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Related pages

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