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Software · head to head

Freshdesk vs Userpilot

Freshdesk logo

Freshdesk

Software

Delight your customers, effortlessly

From
$19/month
Rated
-
Full reviewWebsite
Userpilot logo

Userpilot

Software

Product analytics and in-app onboarding platform.

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Userpilot 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; Userpilot starter tier limited to 2,000 monthly active users; even small-to-medium products may require Growth tier

Where they differ

Only the attributes on which Freshdesk and Userpilot actually diverge.

Attributes where Freshdesk and Userpilot differ
AttributeFreshdeskUserpilot
Starting price$19/monthFree
Free tierNoYes
PlatformsWebWeb, iOS, Android, API
Founded2010Unknown

Identical on both: pricing model (subscription), 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 Userpilot

Nothing recorded that Freshdesk does not also cover.

What people use each for

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

Freshdesk

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

Userpilot

  • SaaS companies optimising user onboarding and activationnot Freshdesk
  • Product teams collecting user feedback and identifying churn drivers via session replaynot Freshdesk
  • Customer success teams using in-app guides and contextual helpnot Freshdesk
  • Growth teams orchestrating multi-channel campaigns across email and in-appnot Freshdesk
  • Product managers measuring adoption and engagement across user cohortsnot 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)

Userpilot

  • Starter tier limited to 2,000 monthly active users; even small-to-medium products may require Growth tier
  • Large price jump from Starter ($299/mo) to Growth ($849/mo), nearly 3x increase
  • Growth tier scales to 100,000 MAU but does not publish pricing for higher volumes, requiring Enterprise negotiation
  • Session replay and mobile engagement are optional add-ons in Growth tier, not included in base pricing
  • Enterprise pricing not published; custom negotiations required for large-scale deployments

Pricing, plan by plan

Freshdesk

$19/month

No published plan breakdown. See the Freshdesk review.

Userpilot

Free
  • Starter$299/month
    • Up to 2,000 monthly active users
    • In-app engagement
    • User segmentation
  • Growth$849/month (marked 'Most Popular')
    • 2,000 to 100,000 monthly active users
    • All Starter features
    • Advanced product analytics
  • Enterprise$null/variable
    • Custom monthly active user levels
    • All Growth features
    • Premium integrations

Which should you pick?

Choose Freshdesk if

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

Choose Userpilot if

  • You want to start without paying.
  • You work on Web, iOS, Android, API.
Userpilot review

Questions people ask

Is Freshdesk or Userpilot better?
Neither clearly leads. Freshdesk starts at $19/month and Userpilot at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshdesk or Userpilot?
Userpilot has a free tier; the other does not. Paid plans start at $19/month for Freshdesk and Free for Userpilot.
Does Freshdesk or Userpilot run on more platforms?
Freshdesk runs on Web. Userpilot runs on Web, iOS, Android, API.
Can I use Userpilot for free?
Yes. Userpilot 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 Userpilot is typically brought in for.
What can Freshdesk do that Userpilot cannot?
Freshdesk covers Ticketing, Automation, Self-service, Team collaboration.

Answered from the vendors’ own pages

Userpilot: What is included in the free trial?

Userpilot offers a free 14-day trial without requiring a credit card, providing full access to the Starter tier features.

Source
Userpilot: Does Userpilot include session replay?

Session replay is available in the Growth tier as an optional add-on for watching real user sessions and identifying friction points.

Source
Userpilot: What integrations does Userpilot support?

Userpilot integrates with HubSpot, Salesforce, Segment, Google Analytics, Amplitude, Mixpanel, Heap, Zendesk, Intercom and Google Tag Manager. Additional integrations can be requested.

Source
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Related pages

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