--- title: "Compare Freshdesk vs Supportbench 2026 | Capterra" description: "Unsure of what to choose? Check Capterra to compare Freshdesk and Supportbench based on pricing, features, product details, and verified reviews." source_url: "https://www.capterra.com/compare/124981-155934/Freshdesk-vs-Supportbench" page_type: "comparison" language: "en" --- # Freshdesk vs Supportbench Features and Cost Comparison Last updated September 24th, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: FreshdeskSupportbench2/4 selected [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.5 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) [Supportbench](https://www.capterra.com/p/155934/Supportbench/)[4.8 (131)](https://www.capterra.com/p/155934/Supportbench/reviews/) [## Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.5 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting Price $19.00/month Value-for-Money 4.4 Functionality 4.3 Ease of Use 4.5 Customer Service 4.5 Reviews Sentiment Based on [3,481 reviews](#user-reviews) Positive 3,265 Neutral 165 Negative 51 [## Supportbench](https://www.capterra.com/p/155934/Supportbench/)[4.8 (131)](https://www.capterra.com/p/155934/Supportbench/reviews/) Starting Price $32.00/month Value-for-Money 4.8 Functionality 4.7 Ease of Use 4.7 Customer Service 4.8 Reviews Sentiment Based on [131 reviews](#user-reviews) Positive 127 Neutral 4 Negative 0 What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 2,035 reviews from help desk software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 80%Fit High performer Feature ratings Activity Dashboard 4.9 Prioritization 4.4 Customizable Fields 4.2 Performance Metrics 4.3 Alerts/Escalation 4.4 72%Fit Not enough reviews Feature ratings Activity Dashboard 4.3 Prioritization 4.5 Customizable Fields \-- Performance Metrics 4.9 Alerts/Escalation 4.8 User satisfaction User satisfaction 4.5 User reviews[3,481](https://www.capterra.com/p/124981/Freshdesk/reviews/) Ease of use 4.5 Functionality 4.3 Value for money 4.4 Customer support 4.5 User satisfaction 4.8 User reviews[131](https://www.capterra.com/p/155934/Supportbench/reviews/) Ease of use 4.7 Functionality 4.7 Value for money 4.8 Customer support 4.8 Price starts from Price starts from $19Per User, Per Month - Free version - Free trial Price starts from $32Per User, Per Month - Free version - Free trial Best for Best for Businesses of all sizes, from startups to enterprise teams, across ecommerce, fintech, travel, logistics, retail, and education industries that manage customer support across one or more channels. Best for For teams seeking lower support costs, faster resolutions, and empowered agents using embedded AI, without complexity or extra fees. ## User reviews Pros & cons KA Kosana A. QA Analyst > "We use Freshdesk for our support operations, and it has helped us resolve and close tickets faster with its advanced features presented in a simple and..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7156196) BA Blake A. IT Technician > "The Android app notification handling is honestly the only thing that's driven me crazy. If you have a busy queue, you end up with a pile of individual..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7157781) AW Atiradh W. Chief Technology Officer > "The platform offers strong features, regular updates, and live issue tracking, enabling seamless collaboration and hassle-free support operations." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7151687) PF Pedro F. Head of Marketing > "Freshdesk serves its purpose as a basic helpdesk solution but feels increasingly outdated in today's market. While it handles standard ticketing needs..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7045458) SN Suresh N. Government Consultant > "Comprehensive, integrated helpdesk we used for tracking customer queries and we made the process more efficient and reliable in less than 3 months." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7177065) MC Marjana C. Sr. Manager, Technology Support > "I get tired of having to repeat myself, go through scenarios that have nothing to do with my issue and having agents regurgitate Freddy AI solutions..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7151175) RD Riccardo D. Customer Support Manager > "Its wide range of integrations allows it to fit seamlessly into existing workflows, while the high level of customization ensures that the platform can..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113557) VR Verified Reviewer Analyst > "Some advanced features require extra setup and feels hard to figure out, and reporting can feel limited without add‑ons." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7126904) MV Mayank V. Product Manager > "The ability to integrate with other tools and the availability of detailed analytics and reporting further enhance decision-making and overall customer..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113821) Balanjaneya Sharma B. Software Enginee > "Many of the platform's features feel outdated and have not kept pace with recent advancements in AI and automation." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7188283) MM Mwale M. Customer Support Manager > "Additionally, the self-service portal has allowed us to develop an internal KDB library and FAQ articles for our website visitors." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7156383) SB Sakshi B. Senior analyst > "We occasionally found ourselves limited when trying to build more complex automation scenarios without additional workarounds." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7176813) PG Pablo G. Customer Support > "It has allowed us to streamline our support workflow, prevent messages from getting lost, and significantly improve our response times." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7178601) SSK Shekhar Suman K. Support and Operations Executive > "Sometimes the platform feels a bit slow when handling multiple tickets at once." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7154398) SK Sheila K. Admin > "What I liked about most with fresh dust was the fact that the customer history data was very accessible and every call and log was there that I could..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7159438) AF Avery F. Artist and Tour Manager > "I no longer have the constant fear of forgetting to reply to a client or seeing an important email get lost at the bottom of a generic inbox." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7163617) PP Prasad P. Team leader > "The ticketing system brought much-needed structure to our support process, ensuring every request had an owner and nothing slipped through the cracks." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7176803) VJ Vishnu J. Software Engineer > "The product itself feels a bit dated, with limited new features or major updates over time." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7168710) SSK Shekhar Suman K. Support and Operations Executive > "Ticket tracking, automation, and team collaboration features help a lot in handling customer queries smoothly and efficiently." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7154398) BD Bitu D. Customer Support Lead > "Sometimes notifications get delayed and a few features take time to understand properly." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7157303) TB Tsvetelina B. Customer Support Manager > "The ability to automatically route tickets based on keywords, requester info, or language is a massive time-saver." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7154385) AB Akash B. Configuration analyst > "It struggles with standard ai use cases, that is little bit frustrating." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7167734) JDC Johny Dwi C. CSO and Helpdesk Global Lead > "I also appreciate the automation features, collaboration tools, and integration capabilities, which help improve team productivity and response time." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7152406) MC Marjana C. Sr. Manager, Technology Support > "Customer Support takes too many responses to get to resolution and the service overall is not great." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7151175) AM Abhishek M. Business Analyst > "The reporting dashboard provides valuable insights into ticket volumes, response times, and overall team performance." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7174095) PF Pedro F. Head of Marketing > "For teams looking for innovation and seamless connectivity with other tools, Freshdesk may fall short of expectations." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7045458) KA Kosana A. QA Analyst > "The dashboard is clean, so you can actually find your past tickets and check their status without getting lost in a maze of menus." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7156196) AP Adam P. Systems Billing Developer > "Lack of notifications, too many fields needed to be filled in to close a ticket, can only action 50 things at a time, constant !" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6540632) GR Graeme R. Systems Administrator > "It has helped streamline ticket management, improve response times, and provide a better experience for both support agents and customers." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7183430) CE Chuck E. Support Services Analyst > "I have some concern about the pricing plan which is bit high as compared to available option in market also the customer support way more slow than I..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6602735) TB Tsvetelina B. Customer Support Manager > "Overall, Freshdesk is a reliable, highly scalable helpdesk solution that has significantly improved our team's resolution times and internal..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7154385) BA Brian A. Depot tech > "There were certain operations that could become difficult to keep track." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113053) RD Riccardo D. Customer Support Manager > "Freshdesk offers an excellent balance of affordability and functionality, making it a strong choice for teams looking to optimize their support..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113557) IJ Isaac J. Director > "We paid for 6 months, then without any warning or confirmation they automatically renewed it for 6 months and we aren't using it and they won't process..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6536010) MV Mayank V. Product Manager > "I also appreciated the automation features, such as workflows and canned responses, which save time and improve productivity." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113821) JR Joe R. IT Director > "I also found the portal login to be troublesome at times when trying to login" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495) AT Arun T. Analyst > "Best ticket routing features, we saved so much time using this and other integrations into other social media and communication channels." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7179508) JR Joe R. IT Director > "The layout is sort of confusing and it is not explicitly clear on where certain settings are." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495) JDC Johny Dwi C. CSO and Helpdesk Global Lead > "The platform was also helpful in maintaining service quality and organizing support activities in a more professional and systematic way." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7152406) MM Mwale M. Customer Support Manager > "I think they're also lagging behind in AI capabilities." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7156383) AP Adam P. Systems Billing Developer > "Freshdesk is a perfectly acceptable ticketing system, it integrates well with email, and captures the core information you want, and allows notes and..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6540632) VR Verified Reviewer IT Support Analyst > "As good as our admin was at integrating the KB into Freshdesk, the ticketing feature was not as well though out." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6876583) AT Akshay T. Purchase Engineer > "It helps me managing my all activity at one place such as Purchase order tracking, vendors details and internal communication." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6743173) MC Marjana C. Sr. Manager, Technology Support > "Jira integration is broken." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7151175) VL Vanessa L. CEO > "I find some of the most useful features are the private notes that customer service agents can keep on individual tickets, along with being able to..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6646176) GC Graziana C. Customer Operations Lead > "I don’t like the price concept from Freshdesk, where some higher tiers needs more money" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7079732) RA Riyad A. Technical Support Engineer > "The automation features, such as automatic reminders for customers, have helped ensure timely follow-ups and no communication is missed. While there..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6571875) SD Shikha D. Senior Reputation Executive > "Earlier, it used to be just 2/3 sections, but now I need to update 5/6 sections, or I can't close the ticket." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6849306) BA Blake A. IT Technician > "Being able to manage email, chat, and phone support all from one dashboard is a huge deal." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7157781) VB Vittal B. Chief Product and Strategy Officer > "Its reporting is passable, but not ideal to build complex custom dashboards." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6828496) JR Joe R. IT Director > "You can easily track tickets, and contacts and setup email forwarding to your ticket site with no real effort." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495) SK Sheila K. Admin > "Software is a bit pricey." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7159438) CLP CH L P. Customer experience specialist > "I also really like the agent reporting features, which make it easy to track performance and monitor support quality." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7156471) PJ Posh J. US IT LEAD > "The delayed response time for support caused productivity issues for my team" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6723745) BA Blake A. IT Technician > "The canned responses and ticket merging features alone have made our team noticeably more efficient." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7157781) LM L M. Lead Data And Analytics Manager > "the license model is very complicated that was recommended to our charity, this meant a complex mixture of varying license levels and day licenses..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6100685) DL DONIA L. Project Manager > "Freshdesk makes managing support simple and efficient through intelligent ticketing and automation, and highly customized report builds can be..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6856446) Mitusha A. Conversational AI Developer > "when it comes to integration of the Freskdesk to chat application on the web, there is a slight delay and it does not support buttons and QRs in case..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6034388) AB Akash B. Configuration analyst > "Great helpdesk software offering excellent customer support and integrations, but the AI features need significant improvement." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7167734) KS Katie S. Operations Manager > "The setup was pretty clunky to start and took a few tries to get it right for a ticketing system." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6878678) RM Rohit M. Project Manager > "It offers a great user experience, outstanding customer support, and delivers strong value for money, making it a reliable choice for support teams." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7168155) SS Samuel S. Executive Administrator > "Also lacks ability to change what is seen (or tracked)." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6606254) AZ Arpad Z. Senior software consultant > "It's an efficient and scalable helpdesk solution that significantly improves the support process, making it easier to track, manage, and resolve..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6550938) IM Ian M. Partner > "You have to use a separate time tracking tool for time sheets as it doesn't account for all the different tasks throughout the day" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6052173) JDC Johny Dwi C. CSO and Helpdesk Global Lead > "The platform makes it easy to organize, track, and resolve customer inquiries in a structured manner." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7152406) IgG Ivan gabriel G. Operator > "Less useful features of freshdesk May include redundant features, dificulty in customization, and limitations in advanced analytics." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5082807) CO Chris O. President > "My digital agency uses Freshdesk for all our client support communication, and it's key to our communication and delivering fast, reliable support." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6569086) JI Joy I. Administrative Coordinator > "It depends on internet connection due to lack of offline access." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6665797) JR Jenis R. IT Admin > "Freshdesk is a reliable and user-friendly helpdesk solution that for small to medium-sized businesses." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7154252) VR Verified Reviewer Marketing Director > "If you're looking to customize your helpdesk, Freshdesk is not for you." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6608619) Balanjaneya Sharma B. Software Enginee > "Its comprehensive documentation and learning resources make onboarding easy, enabling teams to get up and running quickly" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7188283) Sofiya K. Support Specialist > "The tech support for the app is also abysmal - they are extremely slow to respond or they just don't respond; when they do respond - they reply back..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5043047) JM Jessica M. Customer Service > "The platform's comprehensive features and reporting tools have also helped us identify areas for improvement and optimize our support workflows." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6603731) Sofiya K. Support Specialist > "The Fresh Chat mobile app keeps crashing without any reason, and it does not provide an error code, making it difficult to figure out how to fix the..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5043047) AA Aditya A. Customer Service Representative > "It’s simplified the way in which I manage high-volume inquiries and helped me resolve queries more quickly while also keeping customers informed." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6780593) PA Priscial A. Customer Service > "They offered us a credit for the following year, but after we reduced to just one agent and informed them immediately, the credit issue became a..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6459073) UD Utkarsha D. Software Engineer > "The platform simplifies everyday support tasks while keeping customer requests structured and easy to manage." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7176069) YY Yhan Y. Assistant Manager > "Some stuff we actually need for ops is kinda annoying to get unless you do manual exports." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6853895) Jesse Z. Software Developer > "You can easily view all support tickets coming into your company on the dashboard." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7188466) VR Verified Reviewer IT Support Analyst > "My issues are more with the ticketing portion of Freshdesk." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6876583) SB Shaunak B. Sr analyst > "The interface is approachable, everyday tasks are straightforward, and even less technical users adapted quickly." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7178711) SK Surya K. Sr. Manager > "First, the interface can feel overwhelming, especially for new users." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6580514) ClJ Céline J. Social Media Manager > "Freshdesk is really awesome, it's easy to use and its interface is intuitive too, most of its services are all integrable with all social media." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6873035) AC Arie C. Data Engineer > "Interface can be a little bit difficult to work with." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___3511458) Rakesh P. IT Analyst > "Onboarding with Freshdesk was smooth and straightforward." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7185924) JT Juraj T. Marketer > "UI seems a bit confusing." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___3364440) MA Martin A. Snr Technical Product Support Engr > "Intuitive and easy-to-use interface" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7117013) MC Marjana C. Sr. Manager, Technology Support > "Jira integration is broken." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7151175) PJ Posh J. US IT LEAD > "I had a great experience utilizing the platform as a stand-alone tool. When I wanted to create integrations with other tools the complexity of the..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6723745) TS Trushant S. Co founder > "It does not have integration capabilities with on premise applications" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4996998) Patrick L. Head of Digital Marketing > "Numerous integration options: With its large number of integrations available through the App Marketplace and API library, Freshdesk offers a degree of..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4669350) MIS Mohammad Iqbal S. Assistant Manager - International Sales > "The price is a bit high and the integrations provided are limited." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4760367) Carlos Eduardo D. Digital Marketing Specialist > "Freshdesk shows us important integrations to improve the service, such is the case of Jira that allows us to manipulate certain tools from Freshdesk." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4528069) VR Verified Reviewer Sales Engineer Team Leader > "Salesforce integration was horrible and took them too much time to fix it" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___3374768) KP Karin P. manager > "The computer specialists integrated the application with the company's software very well." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___3862300) AB Akash B. Configuration analyst > "It struggles with standard ai use cases, that is little bit frustrating." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7167734) VJ Vishnu J. Software Engineer > "The platform is easy to learn, simple to navigate, and provides the core functionality needed to manage customer support efficiently." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7168710) JR Joe R. IT Director > "The layout is sort of confusing and it is not explicitly clear on where certain settings are." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495) AM Anna M. Customer Service Agent > "Compared to Zendesk, which I currently use, it seems light and easy to use." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7142343) APE Angelo Paulo E. Supervisor of Customer success > "I'm also having a hard time highlighting text because the font is small." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5046858) APE Angelo Paulo E. Supervisor of Customer success > "I like that it's integrated to Shopify and it has a widget that shows a summary of Shopify orders." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5046858) Kelly B. Design Engineering Manager > "The news that the Legacy Reports page will be removed and replaced with Analytics makes me unhappy." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6019989) SSK Shekhar Suman K. Support and Operations Executive > "Freshdesk is very user-friendly and easy to manage." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7154398) VR Verified Reviewer Marketing Director > "If you're looking to customize your helpdesk, Freshdesk is not for you." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6608619) MV Mayank V. Product Manager > "The ability to integrate with other tools and the availability of detailed analytics and reporting further enhance decision-making and overall customer..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113821) NV Niels V. CFO > "There customer service and assistance is not excisting, questions remain unanswered, no solutions are offered, with this all kind of problems start to..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6340632) SK Sheila K. Admin > "What I liked about most with fresh dust was the fact that the customer history data was very accessible and every call and log was there that I could..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7159438) NP Nina P. Content specialist > "However, it is a rather basic tool. If you have a large customer support team, you might find it insufficient for your needs." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5098442) JDC Johny Dwi C. CSO and Helpdesk Global Lead > "The platform was also helpful in maintaining service quality and organizing support activities in a more professional and systematic way." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7152406) TC Toby C. Owner > "It does however have it's down sides such as the customer service not understanding your issue right away but this is minor as they get to the bottom..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5048174) [View Reviews](https://www.capterra.com/p/124981/Freshdesk/reviews/) PL Peter L. Human Resource > "I got a fast way to handle complex invoice tickets without constantly opening up our main database." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___7207039) TT Thinh T. QA Engineer > "We were overpaying for Zendesk features we didn’t use, and the reporting never gave us the full picture." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___6771754) Bo K. Customer Service Ambassador > "Has customizable dashboards that are empowered with AI integrated Chatgpt knowlegde, lots of chatbot capabilities and integrates with SalesForce..." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___6015149) Warren S. Tech Recruiter > "One aspect I found challenging was the learning curve when first getting started with Supportbench. While the platform is intuitive overall, it..." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___6296952) FM Fredrick M. Manager > "The data-driven tools and AI features have enabled us to better understand and respond to our customers' needs, leading to increased satisfaction..." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___6141482) JP James P. Customer Success Ops > "We had a remote team member with unstable internet connections, and they he had a disconnect of support. But i think the issue was on his side,..." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___6143961) Robert R. Executive Director > "Having a more personalized as well as automated approach to customers has lead to higher satisfaction rates for them as well as our staff in..." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___6166906) BJlT Bodounrin Joël T. Graphiste > "The remark made is that the notification system is not yet good" [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___5052656) GAJ Grace A. J. Quality Compliance Manager > "Our front-line agents love the ticket views and how fast they can triage now." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___6772284) Tsitsi Hazel S. Systems Analyst > "Sometimes cases can be duplicated, and the notification system can get crowded." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___3532364) Robert R. Executive Director > "The AI Predictive CES really stands out for our team because it seems to be able to accurately predict customer satisfaction and sentiment." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___6166906) KR Kim R. Technical support specialist > "I struggled to get my queue sorted the way I wanted and we had some issues with a few other things." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___2794328) GAJ Grace A. J. Quality Compliance Manager > "Supportbench delivered the structure and scalability we needed." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___6772284) Warren S. Tech Recruiter > "One aspect I found challenging was the learning curve when first getting started with Supportbench. While the platform is intuitive overall, it..." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___6296952) TW Tim W. President > "They helped us configure the solution and got us going." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___6610662) JP James P. Customer Success Ops > "We had a remote team member with unstable internet connections, and they he had a disconnect of support. But i think the issue was on his side,..." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___6143961) Kartik M. QA Engineer > "We’ve been able to customize the Supportbench dashboards and KPI scorecards." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___6146341) KR Kim R. Technical support specialist > "I struggled to get my queue sorted the way I wanted and we had some issues with a few other things." [See full review](https://www.capterra.com/p/155934/Supportbench/#Capterra___2794328) [View Reviews](https://www.capterra.com/p/155934/Supportbench/reviews/) ## User interface 4.51 (3,481) [Supportbench](https://www.capterra.com/p/155934/Supportbench/) 4.82 (131) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit Access Controls/Permissions 207 Important Activity Dashboard 150 Important AI Copilot 120 Important Freshdesk 33/50 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - AI Text Generation - Alerts/Escalation - API - Attachments/Screencasts - Automated response - Automated Responses - Automated Routing - Autonomous Task Execution - Autoresponders - Call Center Management - Chatbot - Collaboration Tools - Conversation Intelligence - CRM - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Data Security - Email Management - Email Templates - Email to Case - Gamification - Generative AI - Inbox Management - Interaction Tracking - IVR - Key Performance Indicators - Knowledge Base Management - Language Detection - Live Chat - Macros/Templated Responses - Mobile Access - Mobile App - Mobile User Support - Multi-Channel Communication - Multiple Data Sources - Natural Language Interaction - Performance Metrics - Personalization - Predictive Analytics - Prioritization - Proactive Assistance - Queue Management - Real-Time Chat - Real-Time Monitoring [See all features](https://www.capterra.com/p/124981/Freshdesk/#features) Supportbench Top features 36/50 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - AI Text Generation - Alerts/Escalation - API - Attachments/Screencasts - Automated response - Automated Responses - Automated Routing - Autonomous Task Execution - Autoresponders - Call Center Management - Chatbot - Collaboration Tools - Conversation Intelligence - CRM - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Data Security - Email Management - Email Templates - Email to Case - Gamification - Generative AI - Inbox Management - Interaction Tracking - IVR - Key Performance Indicators - Knowledge Base Management - Language Detection - Live Chat - Macros/Templated Responses - Mobile Access - Mobile App - Mobile User Support - Multi-Channel Communication - Multiple Data Sources - Natural Language Interaction - Performance Metrics - Personalization - Predictive Analytics - Prioritization - Proactive Assistance - Queue Management - Real-Time Chat - Real-Time Monitoring [See all features](https://www.capterra.com/p/155934/Supportbench/#features) ### Recognition No recognitions have been awarded to Freshdesk Supportbench Best Value Help Desk Software (2024)  Best Value Help Desk Software (2023)  Best Value Help Desk Software (2022)  ### Deployment & support Freshdesk Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Supportbench Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details Freshdesk - By Freshworks - Located in United States - Founded in 2011 Supportbench - By Supportbench Services - Located in Canada - Founded in 2015 ## Popular Comparisons [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) vs [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[4.40 (18,810)](https://www.capterra.com/p/61368/Salesforce/reviews/) $19/month Price $25/month 4.3 Features 4.4 4.5 Ease of Use 4.0 [View full comparison](https://www.capterra.com/compare/61368-124981/Salesforce-vs-Freshdesk) [Supportbench](https://www.capterra.com/p/155934/Supportbench/)[4.82 (131)](https://www.capterra.com/p/155934/Supportbench/reviews/) vs [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[4.40 (18,810)](https://www.capterra.com/p/61368/Salesforce/reviews/) $32/month Price $25/month 4.7 Features 4.4 4.7 Ease of Use 4.0 [View full comparison](https://www.capterra.com/compare/61368-155934/Salesforce-vs-Supportbench) [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) $19/month Price $115/month 4.3 Features 4.4 4.5 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/124981-164283/Freshdesk-vs-Zendesk) [Supportbench](https://www.capterra.com/p/155934/Supportbench/)[4.82 (131)](https://www.capterra.com/p/155934/Supportbench/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) $32/month Price $115/month 4.7 Features 4.4 4.7 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/155934-164283/Supportbench-vs-Zendesk) [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $19/month Price $15/month 4.3 Features 4.6 4.5 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-124981/LiveAgent-vs-Freshdesk) [Supportbench](https://www.capterra.com/p/155934/Supportbench/)[4.82 (131)](https://www.capterra.com/p/155934/Supportbench/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $32/month Price $15/month 4.7 Features 4.6 4.7 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-155934/LiveAgent-vs-Supportbench) [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) vs [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,727)](https://www.capterra.com/p/62194/LiveChat/reviews/) $19/month Price $25/month 4.3 Features 4.5 4.5 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/62194-124981/LiveChat-vs-Freshdesk) [Supportbench](https://www.capterra.com/p/155934/Supportbench/)[4.82 (131)](https://www.capterra.com/p/155934/Supportbench/reviews/) vs [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,727)](https://www.capterra.com/p/62194/LiveChat/reviews/) $32/month Price $25/month 4.7 Features 4.5 4.7 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/62194-155934/LiveChat-vs-Supportbench) [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) vs [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,216)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) $19/month Price $20/month 4.3 Features 4.5 4.5 Ease of Use 4.4 [View full comparison](https://www.capterra.com/compare/124981-169505/Freshdesk-vs-Zoho-Desk) [Supportbench](https://www.capterra.com/p/155934/Supportbench/)[4.82 (131)](https://www.capterra.com/p/155934/Supportbench/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $32/month Price R$35/month 4.7 Features 4.7 4.7 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/155934-202528/Supportbench-vs-Milvus) [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) vs [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.56 (183)](https://www.capterra.com/p/185973/HelpDesk/reviews/) $19/month Price $29/month 4.3 Features 4.4 4.5 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/124981-185973/Freshdesk-vs-HelpDesk) [Supportbench](https://www.capterra.com/p/155934/Supportbench/)[4.82 (131)](https://www.capterra.com/p/155934/Supportbench/reviews/) vs [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/)[4.73 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) $32/month Price $0/month 4.7 Features 4.6 4.7 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/144040-155934/Tidio-Chat-vs-Supportbench)