Freshdesk vs Help Scout: An Honest Comparison for 2026

Let's talk about your options

If you're reading this, you're probably knee-deep in researching customer support platforms. Maybe you're frustrated with your current setup. Maybe your team is scaling and your tools aren't keeping up. Or maybe you're just starting out and want to make the right choice from day one.

Either way, you've likely come across both Freshdesk and Help Scout. They're frequently mentioned in the same breath, which makes comparing them important if you want to make an informed decision.

Freshdesk (2010) positions itself as “Feature-Packed” — Comprehensive helpdesk with all the bells and whistles.

Help Scout (2011) takes a different approach: “Deliberately Simple” — Clean, human customer service.

We've spent significant time with both platforms. Here's what we honestly think.

Who should actually consider each option?

Before we dive into features and pricing, let's be real about who each platform is actually built for. Not every tool is right for every team, and that's okay.

What each platform does well

Let's start with the positives. Both platforms have been around for years and have real strengths.

What we like about Freshdesk

Freshdesk has built a solid reputation over the years, and for good reason:

• Free tier for up to 10 agents
• Phone support built in
• More features overall
• Field service management
• Community forums
• Larger marketplace

What we like about Help Scout

Help Scout brings its own set of strengths to the table:

• Incredibly simple to use
• Feels like email (familiar)
• Clean, distraction-free interface
• AI features in all plans
• Excellent documentation
• Agents love using it

Where each platform falls short

No software is perfect. Here's where each platform will likely frustrate you.

Our frustrations with Freshdesk

After spending time with Freshdesk, these issues stood out:

• Can feel overwhelming
• More complex to set up
• Interface is busier
• Learning curve for new agents
• Some features feel tacked on

Our frustrations with Help Scout

Help Scout isn't without its problems either:

• No free tier
• No phone support
• Fewer features overall
• No field service
• Limited customization

Feature-by-feature breakdown

If you're the type who wants to see exactly what you get with each platform, here's the detailed breakdown. We've highlighted the features that we think matter most.

Let's talk money

Pricing is often the deciding factor, so let's break down what you'll actually pay. Keep in mind that both platforms love to hide costs in add-ons, so the sticker price rarely tells the whole story.

What Freshdesk will cost you

What Help Scout will cost you

So, which one should you choose?

After all this analysis, here's our honest take: Help Scout wins for teams who value simplicity and great user experience. Freshdesk wins if you need phone support or a free tier to start.

Choose Freshdesk if you need phone support, a free tier, or lots of features. Choose Help Scout if you want your agents to actually enjoy their work and don't need phone.

Common questions

Here are the questions we hear most often from people comparing these platforms.