Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support.
Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 2 agents
Helpjuice
Score 2.6 out of 10
Enterprise companies (1,001+ employees)
Helpjuice is a web app that companies can use to keep their help pages up-to-date. Instead of answering the same question repeatedly, companies can use Helpjuice to keep track of content. This app includes analytics that enable businesses to see the content their users are searching for the most as well as content that needs improvement. The vendor says that companies that manage a support page full of FAQs and user guides can benefit from using Helpjuice. This app can be integrated…
$120
per month
Pricing
Freshdesk
Helpjuice
Editions & Modules
Free
$0
Up to 2 agents
Growth
$15
per month (billed annually) per agent
Pro
$49
per month (billed annually) per agent
Enterprise
$79
per month (billed annually) per agent
No answers on this topic
Offerings
Pricing Offerings
Freshdesk
Helpjuice
Free Trial
Yes
Yes
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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Every Plan Comes With A 100% Money-Back Guarantee, No Questions Asked. Starting price includes up to 4 users.
I recommend Freshdesk for people who need to handle a large volume of inquiries through tickets and follow-ups. This platform provides tools that will improve problem-solving efficiency, ensuring customers are satisfied with the speed with which their issues are resolved. Overall, it will optimize customer service support operations and the resolution of their problems.
Helpjuice is an excellent platform when you’re looking to modernize the way you create documentation. Many companies, especially larger corporations, are stuck in the past, utilizing PDFs and share drives to house and access procedures. With Helpjuice, we now have a centralized web-based platform that provides everything from analytic functions to standard templates, user-specific features, and more. My team specifically chose Helpjuice during the pandemic, when all the tech writers from my company (including myself) were moved into a single team. We needed to find a platform that would allow us to align our publishing standards while also moving us forward in the way we publish procedures. That platform was ultimately Helpjuice. Helpjuice certainly offers a variety of features, but one of the few drawbacks is that it does not incorporate or seem to integrate with any specific ticketing tool. While this isn’t an issue for me or my team, as we are required to use a specific tool internally, I can imagine that someone looking for a complete package with multi-step workflows and an intake process would not find Helpjuice adequate.
SLA Policies where it is not customer / contract driven but agents / groups driven.
Audit Trail is not available in Pro version makes the tool adoption difficult from compliance perspective.
Chat Bot and Fresh Chat Services has greater potential to explode, but the pricing model tagged to chat bot sessions .are illogical as it limits the ability to use the fresh chat feature
Agent Logon Screen use earlier version of Captcha as it is annoying for the agents to login. Very frustrating experience.
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
HelpJuice is really amazing as a starter knowledge base vendor. They have great customer service and the ability to customize your website is endless. However, it is difficult to scale up.
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
Support Team's knowledge and understood the company's requirement, and always shared the insight of the usage of the tool to it s full potential, moreover the team checks periodically to check if we using the tool right and if we are facing any kind of challenges. Also they would update us on new features that can make the work easy.
Video tutorials, questions answers round before and after testing and Fresh desk team would always share best practices on the needs. Furthermore would periodically check if we are able to work smoothly. Would send alerts to known any issues, send recommendation on new features. Freshdesk team always available when we need certain advise.
Our team easily implemented Freshdesk, and as soon as we started, we were pros with it. In a matter of days, we had integrated signatures and canned responses. The biggest problem was the Help Center part, but after some time, that was also integrated. We did not know some features when we started, but that is normal.
Freshdesk has a more modern and intuitive user interface, while Help Scout's interface is simpler and more minimalist.In case of features, Freshdesk offers a wider range of features, includes omnichannel support, AI powered automations, and advanced analytics. Help Scout is more focused on providing a simple and efficient ticketing system.
Prior to using Helpjuice, I was using Microsoft Publisher to create all the training materials and manuals for multiple divisions within my company. It was awful. It would lag whenever I opened larger manuals, it operated like software from the late 90s, it was not intuitive, from a design perspective, and after migrating to a MacBook Pro as my work computer, I discovered that the program was NEVER created for Mac OS, requiring me to run Windows on my MacBook whenever I had to update any procedures that hadn’t yet migrated to Helpjuice. What a nightmare.
I was not very involved with the purchase/contract (my company purchased Fresjdesk before I was brought on), but I will say that pricing per agent made it difficult to grow our support team. Additionally, we were kind of disappointed after our upgrade because it didn't solve our pain points as much as we expected.
My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.
Very professional, they would always ask for the steps followed and where we went wrong, they would politely share the video recording to review in case any other team member faces the same issue
