Freshworks vs Help Scout
Freshworks uniquely has 7 features · Help Scout uniquely has 6 features.
| Freshworks | Help Scout | |
|---|---|---|
| Company | ||
| Founded | 2010 | 2011 |
| HQ | San Mateo, USA | Boston, USA |
| AI model | Freddy AI (Proprietary, built on OpenAI and other LLMs) | Proprietary |
| User base | 60,000+ businesses | 12,000+ companies |
| Platforms | Web, iOS, Android, Chrome | Web, iOS, Android |
| Languages | 30+ | Multiple (exact count not publicly stated) |
| Pricing | ||
| Pricing model | Subscription | Freemium |
| Free plan | No | Yes |
| Free trial | Yes | Yes |
| Starting price | $29/mo | $30/user/mo |
| Enterprise | Custom | $75/mo — Pro (with dedicated onboarding and strategic account manager; custom pricing for larger contracts implied) |
| All plans | Starter$29/moGrowth$59/moPro$119/moEnterpriseCustom | FreeFreeStandard$30/user/moPlus$54/user/moPro$90/user/moAI Answers$0.75/resolution usage |
| Positioning | ||
| Best for | IT teams | Growing teams managing customer support across multiple channels |
| Differentiator | Freddy AI included in Enterprise plan with AI Copilot add-on available across Pro and Enterprise | Help Scout combines a human-first shared inbox with contextual AI that resolves 73% of interactions on average, while maintaining a customer-friendly interface that avoids bot-heavy experiences. |
| Competitors | Zendesk, Intercom, HubSpot Service Hub, Salesforce Service Cloud, Zoho Desk | Zendesk, Intercom, Freshdesk, Gorgias, Front |
| Features | ||
| AI Inbox Assistant | — | ✓ |
| Change Management | ✓ | — |
| Freddy AI Copilot | ✓ | — |
| Hipaa Compliance | — | ✓ |
| Incident Management | ✓ | — |
| Knowledge Management | ✓ | — |
| Live Chat | — | ✓ |
| Multiple Inboxes | — | ✓ |
| Sla Management | ✓ | — |
| Salesforce/Jira/Hubspot Integration | — | ✓ |
| Whatsapp 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 | Salesforce, HubSpot, Slack, Shopify, Zapier, Jira, Microsoft Teams, Google Workspace, WhatsApp, Facebook Messenger, Twilio | Salesforce, HubSpot, Jira, Shopify, Slack, Zapier, Aircall, Facebook Messenger, Instagram, WhatsApp |
| Salesforce | ✓ | ✓ |
| Shopify | ✓ | ✓ |
| Slack | ✓ | ✓ |
| Zapier | ✓ | ✓ |