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Customer Support · head to head

Freshdesk vs Groove

Freshdesk logo

Freshdesk

Customer Support

Delight your customers, effortlessly

From
Free
Rated
-
Full reviewWebsite
Groove logo

Groove

Customer Support

Simple, powerful support for growing businesses

From
$12/month
Rated
-
Full reviewWebsite

The short version

  • Only Freshdesk 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; 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.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshdesk and Groove actually diverge.

Attributes where Freshdesk and Groove differ
AttributeFreshdeskGroove
Starting priceFree$12/month
Free tierYesNo
PlatformsWebWeb, Ios, Android
Founded20102011

Identical on both: pricing model (subscription), user rating (Not yet rated), category (Customer Support).

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

Free
  • Growth$19/month per agent
    • Basic ticketing, shared inbox, customer portal
    • Freddy AI Agent (500 sessions included)
    • Billed annually, 20% discount vs. monthly
  • Pro$55/month per agent
    • Multilingual support, custom dashboards
    • Intelligent routing, multiple SLA policies
    • Billed annually, 20% discount vs. monthly
  • Enterprise$89/month per agent
    • Skill-based routing, audit logs, IP whitelisting
    • Freddy AI Insights
    • Billed annually, 20% discount vs. monthly

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 want to start without paying.
  • 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 Free 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 has a free tier; the other does not. Paid plans start at Free for Freshdesk and $12/month for Groove.
Does Freshdesk or Groove run on more platforms?
Freshdesk runs on Web. Groove runs on Web, Ios, Android.
Can I use Freshdesk for free?
Yes. Freshdesk has a free tier, so you can try it without paying. Groove starts at $12/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 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.

Answered from the vendors’ own pages

Freshdesk: What is Freshdesk's Growth plan pricing?

The Growth plan costs $19 per agent per month when billed annually and includes basic ticketing, shared inbox, customer portal, and 500 Freddy AI Agent sessions.

Source
Groove: How is Helply priced?

Helply uses per-ticket pricing at 1 dollar per ticket. This single price covers all features including resolutions, drafts, churn alerts, upsell flags, feature requests, and documentation.

Source
Freshdesk: Does Freshdesk offer a free trial?

Freshdesk offers a 14-day free trial with full Enterprise plan access, allowing customers to test all features before committing.

Source
Groove: Do I need to pay per team member for Helply?

No, Helply charges per ticket, not per seat. You can bring your entire team, AEs, PMs, and integrations without additional per-person charges.

Source
Freshdesk: What is the difference between Freshdesk plans?

Growth ($19/agent) provides basics; Pro ($55/agent) adds multilingual support and advanced routing; Enterprise ($89/agent) includes skill-based routing and audit logs. All prices are annual billing rates.

Source
Groove: What's included in Helply's per-ticket price?

The per-ticket price of 1 dollar includes resolutions, drafts, churn alerts, upsell flags, feature requests, documentation, and all AI capabilities with no separate add-on charges.

Source
Freshdesk: What are Freshdesk's add-on costs?

Optional add-ons include Freddy AI Copilot at $29/agent/month, additional AI Agent sessions at $49 per 100 sessions, and day passes at $2-$12 per pass.

Source
Groove: Is there a free trial for Helply?

Helply offers a free 12-minute demo walkthrough. Enterprise plans are also available for larger organizations.

Source
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