Bouts / Freshdesk vs Help Scout
Freshdesk vs Help Scout
Red cornerFreshdesk
$19 per agent a month, billed annually (Freshdesk Growth)
Blue cornerHelp Scout
$25 per user a month, billed annually
Freshdesk: Plain Freshdesk no longer offers WhatsApp to accounts created from December 2025; live chat, WhatsApp, Instagram and the chat AI agent now come with Freshdesk Omni.
Help Scout: Help Scout switched to billing by contacts helped in late 2024 and now sells per-user plans again; accounts already on contact-based plans are billed under separate terms.
Freshdesk wins 3–1 at 10 agents (clear win). Freshdesk takes price tags, AI and security; Help Scout takes the bill; 2 rounds are even.
The judges' card
| Round | Freshdesk | What happened | Help Scout |
|---|---|---|---|
| Round 1The bill | At 10 agents with AI on: Freshdesk $1,325, Help Scout $625 a month. Help Scout is 53% cheaper and takes the round. | W | |
| Round 2Price tags | W | Freshdesk offers every price in public, monthly billing and no minimum; Help Scout offers AI prices in public, but with a minimum, annual-only terms or vague limits. Freshdesk takes the round. | |
| Round 3AI | W | Freshdesk offers an AI agent that also takes actions in other systems; Help Scout offers an AI agent that answers from the help center. Freshdesk takes the round. | |
| Round 4Desk basics | = | Both offer all that plus phone and messaging apps. Even. | = |
| Round 5Security | W | Freshdesk offers SOC 2 Type II and ISO 27001, plus EU hosting, a HIPAA BAA or a no-training promise; Help Scout offers one audit report (SOC 2 Type II or ISO 27001). Freshdesk takes the round. | |
| Round 6User verdict | = | On G2: Freshdesk 4.4 from 3,779 reviews, Help Scout 4.4 from 431 reviews. Too close to call. Even. | = |
| Rounds won | 3 | Freshdesk wins, 2 even | 1 |
Does team size change it?
Only the bill round depends on team size. Here is the full result in each weight class.
Small team
- Freshdesk
- $422
- Help Scout
- $188
3 agents, 750 conversations a month. Freshdesk wins 3–1.
Mid-size team
- Freshdesk
- $1,325
- Help Scout
- $625
10 agents, 2,500 conversations a month. Freshdesk wins 3–1.
Large team
- Freshdesk
- $3,337
- Help Scout
- $1,563
25 agents, 6,250 conversations a month. Freshdesk wins 3–1.
Monthly bills from USD list prices, annual billing where offered, with the AI agent resolving 20% of conversations and agent assist for every agent. Plans: Freshdesk Freshdesk Omni Pro; Help Scout Standard.
Tale of the tape
| Freshworks | Made by | Help Scout |
|---|---|---|
| per agent | Pricing | per agent |
| $19 per agent a month, billed annually (Freshdesk Growth) | Paid plans from | $25 per user a month, billed annually |
| Freshdesk Omni Pro | Plan we priced | Standard |
| $422 | 3 agents, AI on | $188 |
| $1,325 | 10 agents, AI on | $625 |
| $3,337 | 25 agents, AI on | $1,563 |
| $49 per 100 sessions | AI agent price | $0.75 per resolution |
| Email, Live chat, WhatsApp, Social | Channels | Email, Live chat, WhatsApp, Social, SMS |
| No | Free plan | Up to 5 users, 1 Inbox, 1 Docs site and 100 contacts a month |
| 14 days | Free trial | 15 days |
| Yes | Monthly billing | Yes |
| SOC 2 Type II, ISO 27001, ISO 27701, SOC 1 Type II, CSA STAR Level 1 | Audit reports | SOC 2 Type II |
| US, EU, Australia, India and Middle East regions on AWS | Data hosting | Hosted on AWS in the USA; no EU hosting is published |
| 4.4 (3,779) | G2 rating | 4.4 (431) |
| 4.5 (3,486) | Capterra rating | 4.6 (226) |
Questions
Which is better, Freshdesk or Help Scout?
Freshdesk wins 3–1 at 10 agents (clear win). Freshdesk takes price tags, AI and security; Help Scout takes the bill; 2 rounds are even.
Is Freshdesk cheaper than Help Scout?
At 10 agents with the AI agent and agent assist on, Freshdesk comes to $1,325 a month and Help Scout to $625, from list prices. Help Scout takes the bill round.
Which has the better AI, Freshdesk or Help Scout?
Freshdesk offers an AI agent that also takes actions in other systems; Help Scout offers an AI agent that answers from the help center. Freshdesk takes the round.
