Freshdesk vs Kustomer

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Integrated ticketing across email and social Convert all email and social inquiries into tickets and track, prioritize, and reply using Freshdesk.
Ticket Dispatch Categorize, prioritize, and route tickets to the right teams by creating your own business rules.
Knowledge Base Enable customers to help themselves by finding answers on their own.
Ticket Trend Report Analyze trends and stay on top of tickets by allocating resources at the right time.
Out-of-the-box analytics and reporting
Choose your data center location
Team collaboration
24x7 email support

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Intuitive, industry-leading support for growing businesses

$15

/agent/month, billed annually

$18

/agent/month, billed monthly

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Everything in Free and…

Automation Automate follow-ups, escalations, and other tasks using specific time and event-based triggers to perform any action of your choice.
Collision Detection Know when another agent is viewing/replying to a ticket to avoid duplicating each other’s effort.
1000+ marketplace apps Get access to 1000+ apps and extend the capabilities of your helpdesk with the Freshworks Marketplace.
In-depth helpdesk report
SLA management & business hours Set the right expectations with customers and agents on the response and resolution timeframes for every ticket in your helpdesk, and set the right business hours.
Custom Email Server
Custom Ticket Views
Custom ticket fields & status
Custom SSL
Easily track time spent by agents on tickets
24x5 phone support

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Advanced automation for high performance

$49

/agent/month, billed annually

$59

/agent/month, billed monthly

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Everything in Growth and…

Multiple products Up to 5 products
Includes up to 5000 Collaborators Invite external agents and third parties into Freshdesk to help full-time agents resolve complex customer issues.
Round-robin routing Automatically assign tickets to all available agents in a group in a circular fashion.
Custom Roles Provide or restrict access to your agents at granular levels.
Custom objects Create or bring in business-critical data right inside your Freshdesk.
Custom Reports and Dashboards Create powerful reports and dashboards unique to your business and draw deeper insights from your Freshdesk data.
Segment customers for personalized support
Customer journey Show agents the solution articles that a customer opened before they created a support ticket.
Canned forms
Manage versions in knowledge base
Community forums
Extendable API Limits
CSAT surveys & reports
Multiple SLA policies & business hours Set custom Service Level Agreements (SLA) for multiple regions, products and business units to prioritize and deliver by suitable deadlines for each requirement.
SLA reminder & escalation
Multilingual knowledge base Supports 42 languages.
Custom apps Extend your support capabilities by building apps customized for your business.
Average handling Time (AHT)
Custom Metrics
Report Sharing

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Fully featured with bots for enterprise-level support

$79

/agent/month, billed annually

$95

/agent/month, billed monthly

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Everything in Pro and…

Assist bot Guide agents through pre-configured steps to help resolve customer queries faster. Does not require bot sessions. Freddy
Email bot Automatically respond to email tickets with relevant solution articles. Consumes bot sessions. Freddy
Auto-triage Automatically predict basic ticket fields like Type, Priority & Group and other custom ticket fields. Freddy
Article suggester Let Freddy suggest solution articles to your agents to help them respond to tickets faster. freddy
Canned response suggester Let Freddy suggest canned responses to help your agents respond to tickets faster. freddy
Unlimited products
Sandbox Create a secure test environment to try new features and settings in Freshdesk without impacting agents or customers.
Easily manage agent shifts across time zones
Audit log Monitor changes and always stay up-to-date on what’s happening with your helpdesk.
Skill-based routing Match tickets to the agent most skilled in handling specific types of issues within the group.
Knowledge base approval workflow Track, review, approve, and publish knowledge base articles.
Flexible knowledge base hierarchy Categorize articles up to 5 folder levels and scale your knowledge base.
IP range restriction Increase helpdesk security by allowing certain IP addresses to access your portal.