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Software · head to head

Freshdesk vs Loom

Freshdesk logo

Freshdesk

Software

Delight your customers, effortlessly

From
$19/month
Rated
-
Full reviewWebsite
Loom logo

Loom

Software

Record instantly, share anywhere

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Loom has a free tier, so it costs nothing to try first.
  • Each has a real cost: Freshdesk growth tier lacks multilingual helpdesk and custom reporting dashboards; Loom free tier capped at 25 total videos with 5-minute maximum recording length per video
  • They diverge on capability: Freshdesk covers Ticketing, Loom covers Screen & camera recording.

Where they differ

Only the attributes on which Freshdesk and Loom actually diverge.

Attributes where Freshdesk and Loom differ
AttributeFreshdeskLoom
Starting price$19/monthFree
Pricing modelsubscriptionfreemium
Free tierNoYes
Founded20102015

Identical on both: platforms (Web), user rating (Not yet rated), category (Unknown).

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 Loom

  • Screen & camera recording
  • Instant sharing
  • Video editing
  • Viewer analytics
  • Comments & reactions
  • Transcription
  • Custom CTAs
  • Drawing tools

Both cover

  • Slack
  • Jira
  • SOC2
  • GDPR

What people use each for

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

Freshdesk

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

Loom

  • Asynchronous video communication and screen recordingnot Freshdesk
  • Product demonstrations and tutorialsnot Freshdesk
  • Meeting transcription and documentationnot Freshdesk
  • Team communication and knowledge sharingnot 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)

Loom

  • Free tier capped at 25 total videos with 5-minute maximum recording length per video
  • Free tier limited to 50 workspace members
  • AI features (auto-meeting recaps, auto-notes, auto-editing) only available on paid Business+AI and Enterprise tiers
  • Video branding (Loom logo) appears on free and Business plan videos; only removed on Business+AI tier

Pricing, plan by plan

Freshdesk

$19/month

No published plan breakdown. See the Freshdesk review.

Loom

Free

No published plan breakdown. See the Loom review.

Which should you pick?

Choose Freshdesk if

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

Choose Loom if

  • You need screen & camera recording.
  • You want to start without paying.
  • You also want instant sharing.
Loom review

Questions people ask

Is Freshdesk or Loom better?
Neither clearly leads. Freshdesk starts at $19/month and Loom at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshdesk or Loom?
Loom has a free tier; the other does not. Paid plans start at $19/month for Freshdesk and Free for Loom.
Does Freshdesk or Loom run on more platforms?
Both run on Web, so platform support will not decide this one for you.
Can I use Loom for free?
Yes. Loom has a free tier, so you can try it without paying. Freshdesk starts at $19/month.
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 Loom is typically brought in for.
What can Freshdesk do that Loom cannot?
Freshdesk covers Ticketing, Automation, Self-service, Team collaboration. Loom covers Screen & camera recording, Instant sharing, Video editing, Viewer analytics. Both handle Slack, Jira, SOC2, GDPR.
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Related pages

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