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Software · head to head

Freshservice vs Help Scout

Freshservice logo

Freshservice

Software

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Help Scout logo

Help Scout

Software

Customer service software that people love

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Help Scout has a free tier, so it costs nothing to try first.
  • Each has a real cost: Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up; Help Scout the free plan caps contacts at 100 a month, so it is a volume trial rather than a standing free tier
  • They diverge on capability: Freshservice covers Incident management, Help Scout covers Shared inbox.

Where they differ

Only the attributes on which Freshservice and Help Scout actually diverge.

Attributes where Freshservice and Help Scout differ
AttributeFreshserviceHelp Scout
Starting price$19/monthFree
Free tierNoYes
Founded20102011

Identical on both: pricing model (subscription), platforms (Web, Ios, Android), 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 Freshservice

  • Incident management
  • Asset management
  • Change management
  • Automation
  • Microsoft Teams
  • AWS
  • Azure
  • G Suite

Only in Help Scout

  • Shared inbox
  • Live chat
  • Customer profiles
  • Workflows
  • Salesforce
  • HubSpot
  • Jira
  • Shopify

Both cover

  • Knowledge base
  • Reporting
  • Slack
  • SOC2
  • GDPR
  • HIPAA
  • Web support
  • Ios support
  • Android support

What people use each for

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

Freshservice

  • IT service management and internal help desk ticketingnot Help Scout
  • Asset management and change control for IT teamsnot Help Scout

Help Scout

  • Shared inbox and help desk for customer support teamsnot Freshservice
  • Publishing a knowledge base alongside email and chat supportnot Freshservice

Where each one falls short

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

Freshservice

  • Change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • Every plan includes only 100 ITAM asset units, with more sold separately regardless of tier
  • Orchestration transactions are metered monthly, from 1,000 on Starter to 20,000 on Enterprise, with extra packs at $250 per 1,000
  • The Freddy AI copilot is a $29 per agent per month add on on top of Pro or Enterprise
  • Sandbox and audit logs are Enterprise only, which carries no published price

Help Scout

  • The free plan caps contacts at 100 a month, so it is a volume trial rather than a standing free tier
  • Inboxes are rationed by plan, at 1 on free, 5 on Plus and 10 on Pro
  • Each plan also caps users, at 25 on Standard and 50 on Plus
  • The Pro plan at $75 per user per month carries a 10 user minimum, so the entry cost is $750 a month
  • SSO, SAML and HIPAA compliance are Pro only
  • AI Answers is billed separately at $0.75 per resolution on top of the seat price

Pricing, plan by plan

Freshservice

$19/month
  • Starter$19/month
    • Incident management
    • Knowledge base
    • Self-service portal
  • Growth$49/month
    • Asset management
    • Approval workflows
    • SLA management
  • Pro$95/month
    • Problem management
    • Change management
    • Release management
  • Enterprise$119/month
    • Freddy AI
    • Audit logs
    • Custom SSL

Help Scout

Free
  • Standard$20/month
    • 2 mailboxes
    • 1 Docs site
    • Email & live chat
  • Plus$40/month
    • 5 mailboxes
    • Custom fields
    • Advanced permissions
  • Pro$65/month
    • 25 mailboxes
    • Enterprise security
    • HIPAA compliance

Which should you pick?

Choose Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

Choose Help Scout if

  • You need shared inbox.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want live chat.
Help Scout review

Questions people ask

Is Freshservice or Help Scout better?
Neither clearly leads. Freshservice starts at $19/month and Help Scout at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Help Scout?
Help Scout has a free tier; the other does not. Paid plans start at $19/month for Freshservice and Free for Help Scout.
Does Freshservice or Help Scout run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
Can I use Help Scout for free?
Yes. Help Scout has a free tier, so you can try it without paying. Freshservice starts at $19/month.
What is Freshservice best used for?
Freshservice is most often used for it service management and internal help desk ticketing, asset management and change control for it teams. Of those, it service management and internal help desk ticketing and asset management and change control for it teams are not what Help Scout is typically brought in for.
What can Freshservice do that Help Scout cannot?
Freshservice covers Incident management, Asset management, Change management, Automation. Help Scout covers Shared inbox, Live chat, Customer profiles, Workflows. Both handle Knowledge base, Reporting, Slack, SOC2.
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Related pages

More on Freshservice

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