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Freshdesk vs Lattice

Freshdesk logo

Freshdesk

All industries

Delight your customers, effortlessly

From
$19/month
Rated
-
Full reviewWebsite
Lattice logo

Lattice

HR & Recruiting

People management platform for growing companies

From
$11/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Freshdesk growth tier lacks multilingual helpdesk and custom reporting dashboards; Lattice a $4,000 minimum annual agreement applies, so the per seat prices only describe the cost above that floor
  • They diverge on capability: Freshdesk covers Ticketing, Lattice covers Performance reviews.

Where they differ

Only the attributes on which Freshdesk and Lattice actually diverge.

Attributes where Freshdesk and Lattice differ
AttributeFreshdeskLattice
Starting price$19/month$11/month
PlatformsWebWeb, Ios, Android, Api
CategoryAll industriesHR & Recruiting
Founded20102015

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
  • Reporting
  • Mobile apps

Only in Lattice

  • Performance reviews
  • OKRs & goal tracking
  • Employee engagement surveys
  • 1-on-1 meetings
  • Continuous feedback
  • Compensation management
  • Career development
  • People analytics

Both cover

  • Slack
  • Microsoft Teams
  • Google Calendar
  • GDPR

What people use each for

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

Freshdesk

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

Lattice

  • Running performance reviews, goals and engagement surveysnot Freshdesk
  • Managing compensation cycles and career development frameworksnot 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)

Lattice

  • A $4,000 minimum annual agreement applies, so the per seat prices only describe the cost above that floor
  • Billing is annual only
  • The platform is sold as three separate base products at $10, $8 and $4 per seat per month, so a full deployment stacks rather than being one price
  • Compensation and Grow are further add ons at $6 and $4 per seat per month on top

Pricing, plan by plan

Freshdesk

$19/month

No published plan breakdown. See the Freshdesk review.

Lattice

$11/month
  • Performance Management$11/month
    • Performance reviews
    • Goals & OKRs
    • 1-on-1s
  • Performance + Engagement$15/month
    • Everything in Performance
    • Engagement surveys
    • Pulse surveys
  • Enterprise$undefined/month
    • All features
    • Advanced analytics
    • Custom integrations

Which should you pick?

Choose Freshdesk if

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

Choose Lattice if

  • You need performance reviews.
  • You work on Web, Ios, Android, Api.
  • You also want okrs & goal tracking.
Lattice review

Questions people ask

Is Freshdesk or Lattice better?
Neither clearly leads. Freshdesk starts at $19/month and Lattice at $11/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshdesk or Lattice?
Freshdesk starts at $19/month and Lattice at $11/month.
Does Freshdesk or Lattice run on more platforms?
Freshdesk runs on Web. Lattice runs on Web, Ios, Android, Api.
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 Lattice is typically brought in for.
What can Freshdesk do that Lattice cannot?
Freshdesk covers Ticketing, Automation, Self-service, Team collaboration. Lattice covers Performance reviews, OKRs & goal tracking, Employee engagement surveys, 1-on-1 meetings. Both handle Slack, Microsoft Teams, Google Calendar, GDPR.
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Related pages

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