eDesk vs Freshworks
Freshworks uniquely has 10 features · eDesk uniquely has 6 features.
| eDesk | Freshworks | |
|---|---|---|
| Company | ||
| Founded | 2012 | 2010 |
| HQ | Dublin, Ireland | San Mateo, USA |
| AI model | OpenAI GPT models combined with eDesk's own e-commerce-specific data, classifications, and workflow controls | Freddy AI (Proprietary, built on OpenAI and other LLMs) |
| User base | 5,000+ eCommerce sellers | 60,000+ businesses |
| Platforms | Web | Web, iOS, Android, Chrome |
| Languages | 6+ (English, French, German, Italian, Spanish, with AI auto-translation for any language) | 30+ |
| Pricing | ||
| Pricing model | Subscription | Subscription |
| Free plan | No | No |
| Free trial | Yes | Yes |
| Starting price | $49/mo | $29/mo |
| Enterprise | Tailored pricing | Custom |
| Refund policy | No refunds for cancellations or downgrades; account remains active until next payment date | — |
| All plans | Essential$49/agent/moGrowth$115/agent/moProfessional$149/agent/moEnterpriseCustomAI Assist (add-on)$30/agent/moTranslate (add-on)$19/agent/moFeedback (add-on)$99/account/mo | Starter$29/moGrowth$59/moPro$119/moEnterpriseCustom |
| Positioning | ||
| Best for | E-commerce and marketplace support teams | IT teams |
| Differentiator | eDesk is purpose-built for eCommerce with native integrations across 300+ marketplaces and platforms, combining a centralized smart inbox with AI Agent that automates up to 65% of support tickets and includes pre-sales revenue conversion tools. | Freddy AI included in Enterprise plan with AI Copilot add-on available across Pro and Enterprise |
| Competitors | Gorgias, Zendesk, Freshdesk, ChannelReply, Dixa, Front | Zendesk, Intercom, HubSpot Service Hub, Salesforce Service Cloud, Zoho Desk |
| Features | ||
| Csat Surveys | ✓ | — |
| Change Management | — | ✓ |
| Freddy AI Copilot | — | ✓ |
| Incident Management | — | ✓ |
| Knowledge Management | — | ✓ |
| Live Chat | ✓ | — |
| Multi Brand Workflows | ✓ | — |
| Performance Reporting | ✓ | — |
| Rule Based Automations | ✓ | — |
| Sla Management | — | ✓ |
| Social Messaging | ✓ | — |
| Workload Management | — | ✓ |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | ✓ | ✓ |
| Sentiment Analysis | ✓ | ✓ |
| Sla Management | ✓ | ✓ |
| Ticket Management | ✓ | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | — | ✓ |
| Key Integrations | Amazon, eBay, Shopify, 300+ eCommerce platforms and marketplaces, social messaging channels, Google, Trustpilot | Salesforce, HubSpot, Slack, Shopify, Zapier, Jira, Microsoft Teams, Google Workspace, WhatsApp, Facebook Messenger, Twilio |
| Salesforce | — | ✓ |
| Shopify | ✓ | ✓ |
| Slack | — | ✓ |
| Zapier | — | ✓ |