Freshdesk vs Kustomer

Source: GetApp, March 2021.

Scale new heights with Freshdesk

Go completely omnichannel

Deliver customer service on your customers’ preferred channels using a single, streamlined view of conversations.

✔ Engage in consistent, context-rich conversations with an omnichannel timeline of events

✔ Be on all channels your customers are including email, phone, live chat, social media, and messaging apps
✔ Bonus: Reduce costs with our native chat and telephony solutions

2x team efficiency

Ease bandwidth by automating repetitive tasks with easy-to-configure time, event, or keyword-based triggers.

✔ Choose between round-robin, skill-based, or load-balanced automated ticket assignment

✔ Route conversations coming in from all channels automatically

✔ Use flexible APIs and one-click integrations with 650+ apps to build robust workflows.

Get complete visibility into performance

Measure progress and identify roadblocks that are affecting customer experience, and continuously optimize your operations.

✔ Gather quick insights from out-of-the box reports

✔ Slice and dice data any way you want

✔ Monitor day-to-day activities using live dashboards

Interested in evaluating Freshdesk? Check out our 100% transparent pricing plans

Helpdesk
OmnichannelSave over 40%

Sprout

For getting started

FREE

UNLIMITED agents

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Email & Social Ticketing Convert all email and social media queries from your customers into tickets and track, prioritize, and reply to them 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 leveraging the power of Freshdesk’s advanced knowledge base.
Ticket Trend Report Analyze the trend of tickets your team receives and resolves in a day and stay on top of your backlog tickets by allocating resources at the right time.
Datacenter Location Choose the location of the data center in which you want your data to be securely hosted.

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Blossom

For standard support

$ 15

/agent/month, billed annually

/agent/month, billed monthly

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Everything in Sprout and…

Automations 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 and avoid duplicating each other’s effort.
Marketplace Apps Get access to hundreds of apps and extend the capabilities of your helpdesk, with the Freshworks Marketplace.
Helpdesk Report Get an overview of your Freshdesk account and all the important metrics associated with your helpdesk’s performance.
SLA Management Set the right expectations with customers and agents on the response and resolution timeframes for every ticket in your helpdesk.
Business Hours Define your business hours upfront and make sure that your SLAs don't get violated when your agents aren't at work.

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Garden

For getting efficient

$ 35

/agent/month, billed annually

/agent/month, billed monthly

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Everything in Blossom and…

Time Tracking Invoice customers by keeping track of the time your team spends on customer support.
CSAT Surveys Measure the quality of your customer service by sending out well-crafted customer satisfaction surveys.
Performance Reports Get a summary of how your agents & groups have performed with respect to various support parameters in a specified time period.
Multilingual Knowledge Base Create knowledge base articles in multiple languages in a single portal to support your global customer base.
Custom Apps Create and install custom apps to extend the capabilities of your Freshdesk.

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EstatePopular

For stellar performance

$ 49

/agent/month, billed annually

/agent/month, billed monthly

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Everything in Garden and…

Round-robin Routing Assign tickets to all the available agents in a group in a circular fashion.
Custom Roles Restrict and provide fine-grained levels of access to agents in your Freshdesk.
Portal Rebrand Change the entire look, feel, and functionality of your customer portal to suit your brand.
Custom Reports and Dashboards Create powerful reports and dashboards unique to your business and draw deeper insights from your Freshdesk data.
Customer Segments Categorize your customers based on their profiles to provide personalized support.
Versioning in Knowledge Base Edit, restore, and manage versions of your knowledge base articles with ease.
Multiple Products Manage support for all your products from one Freshdesk account by setting up separate support portals for each of them.
Dynamic ticket forms Set up dynamic sections to improve the structure of your ticket form to cater to all your use-cases

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Forest

Perfect for enterprises

$ 99

/agent/month, billed annually

/agent/month, billed monthly

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Everything in Estate and…

Skill-based Routing Match tickets to the agent most proficient in handling specific types of issues within the group.
Sandbox Create a secure test environment to try new features and settings in Freshdesk without impacting agents or customers.
Audit Log Monitor helpdesk changes easily and always stay updated on what’s happening in your helpdesk.
Knowledge Base Approval Workflow Track, review, approve, and publish knowledge base articles.
Agent Shifts Manage your global team's schedules and availabilities across different time zones in one place, to ensure that no customer goes unanswered. beta
IP Whitelisting Increase helpdesk security by allowing certain IP addresses to access your portal.
Agent Scripts Guide agents through pre-configured steps to help resolve customer queries faster. Freddy
Email Bot Automatically responds to tickets with solution articles. Includes 3000 Freddy sessions/month for FREE. For extra sessions, purchase 1000 sessions for $100 freddy
Auto-triage Automatically predict basic ticket fields like the Type, Priority & Group. freddy
Article Suggester Let Freddy suggest solution articles to your agents to help them respond to email tickets. freddy
HIPAA Compliance Protect your customers’ sensitive healthcare data from cyber attacks.

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Estate OmnichannelPopular

For stellar performance

$ 79

/agent/month, billed annually

/agent/month, billed monthly

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Everything in Estate of Freshdesk, Freshchat, Freshcaller and more.

Email, social, chat, phone channels
Messaging Message your customers on apps they use daily, such as WhatsApp, Apple Business Chat, Facebook Messenger from a single platform. add-on
Omnichannel Customer Timeline Get a timeline of a customer’s past interactions with your team across channels to get instant context on a customer’s problem
Roles and permissions Provide or restrict access to your agents at granular levels.
Custom reports Create powerful ticketing and call reports unique to your business and draw deeper insights from your support data.
Co-browsing Provide customer support on a personalized level with screen sharing and audio chat.
Multilingual support Support customers globally by creating solution articles in multiple languages, to be shown on your customer portal or chat widget.

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Forest Omnichannel

Perfect for enterprises

$ 139

/agent/month, billed annually

/agent/month, billed monthly

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Everything in Forest of Freshdesk, Freshchat, Freshcaller and more.

Agent Scripts Guide agents through pre-configured steps to help resolve customer queries faster. freddy
Email Bot Automatically responds to tickets with relevant solution articles. freddy
Auto-triage Automatically predict ticket fields like the Type, Priority & Group. freddy
Omniroute™ Manage workload for your teams across multiple support channels, all in one place.
Chatbot for Answers & Flows Build your own chatbots to answer questions and guide customers through troubleshooting steps for quicker resolutions Freddy
Voice bot Train the bot with Q&A sets, and deploy on the phone channel. Beta
Speech-enabled IVR Enable customers to connect with your agents through voice commands with a speech-enabled IVR system. freddy
Abandoned call metrics Track all abandoned calls and optimize your IVR menu.
IP Whitelisting Increase security by allowing certain IP addresses to access your support across channels.
Includes 6000 Freddy sessions/month For extra sessions, purchase 1000 sessions for $100 Freddy