Why businesses are switching from Freshdesk
-
High pricesExpensive for both early-stage startups and growing businesses -
Locked featuresMany useful features are only available on the highest-tier plans -
Hidden costsMany channels need paid integrations -
Hard to navigateFinding the right settings and options requires too much time -
Support challengesGetting help can require more time and follow-up than expected -
Slower onboardingThe initial learning curve can slow down adoption
— Knowledge Base → Request;
— All Channels;
— Only Email;
— Only Messengers.
Additionally, User Identification is available as a modal widget that generates a unique code for identifying customers across your systems.
Focus modes help agents concentrate by showing only their own open cases and active chats. Automatic distribution respects limits you set on open cases and active chats, allowing agents to do their work with quality and peace of mind.
Redistributed cases prioritize customers who have been waiting the longest, improving response times.
In Freshdesk, you must pay for administrator accounts even if they don't need access to cases.
Plans differ only in the guaranteed reaction time of our support, limits, and the ability to order paid reworks.
An agent can be added for half a day or for half a year, and the prepaid period is adjusted immediately upon adding or removing the agent.
This approach is more fair and cost-efficient than monthly or daily charges.
Auto-refresh every 2 minutes — updates the full list to keep it current and limit the view to the first 25 filtered cases, preventing overload when many requests come in.
This logic is used because providing top-notch support requires taking into account the specifics and expectations of customers depending on the type of communication channel.
If for some reason it doesn't suit you, there is an option to handle both synchronous and asynchronous cases through a single interface.
Majority of them connect directly to Deskie (via official APIs) and are already included in the price. If a channel implies integration with a third-party service (for example, telephony or WhatsApp), then integration on our side is free, but you have to pay for the third-party service separately.
Main Features Comparison
The key features that are most important to helpdesk users
Deskie offers a full set of channels included in the price, while in Freshdesk, channel availability depends on the chosen plan and may require additional payments
✔ All channels available on any plan.
✔ Telegram connects through a Telegram bot.
✔ Custom channel connection is available on all plans.
✖ Some channels are available only on higher-tier plans.
✖ Freshdesk has no direct native Telegram integration.
✖ Custom channel connection is available only on Pro +.
Deskie and Freshdesk have the same block structure of rules, allowing very flexible rule setup
✔ All functionality is available regardless of the selected plan.
✔ Rules for existing cases run every 30 minutes.
✖ There is a limit on the number of automation rules.
✖ Automation capabilities depend on your pricing plan.
✖ Triggers run once per hour.
✔ Freshdesk has no limits on the number of automation rules.
Unlike Freshdesk, Deskie allows setting custom agents access rights regardless of the selected pricing plan
✔ Agent access can be configured flexibly, regardless of the chosen plan.
✔ Admins who only handle setup without tickets access are free.
✔ You can add a Light Agent (€10 each) without reply permissions.
✖ Creating custom roles is available only on Pro and higher plans.
✖ You must pay for admin accounts even if they don’t need access to tickets.
✔ Free collaborators with no reply access can be added on Pro and Enterprise.
In Freshdesk, Collaborators have more limited functionality than Deskie's Light agents
✔ Ability to edit all case properties
✔ Ability to add or edit private notes and tag agents
✔ Ability to forward tickets
✔ Ability to export correspondence, cases/users lists
✖ No permission to create cases/users from the agent account
✔ Ability to edit users properties
✔ Ability to create and edit companies
✔ Ability to edit knowledge base
✔ Ability to set individual access
✖ Ability to edit specific case properties (status, group, agent) only.
✔ Ability to add or edit private notes and tag agents
✔ Ability to forward tickets
✖ No permission to export data
✖ No permission to create cases/users from the agent account
✖ No permission to edit users properties
✖ No permission to create and edit companies
✖ No permission to edit knowledge base
✔ Ability to set individual access
Deskie and Freshdesk allow managing your team's availability through agent statuses in real time, independently of working hours
✔ Ability to restrict agent access to sync/async channels regardless of plan.
✔ Ability to create custom statuses independently of pricing plan.
✔ Ability to limit daily time spent in statuses.
✖ Freshdesk requires Omni plan for queue/channel-specific status restrictions.
✖ Ability to create custom agent statuses is available only on Pro+ plans.
✖ There is no option to set up time limits for statuses.
Both Deskie (Focus Modes) and Freshdesk (Omniroute Agent Capacity) offer functionality to limit the number of cases assigned to agents
✔ Available on all plans.
✔ It's possible to redistribute unassigned cases every 2 minutes.
✖ The limit on the number of cases applies to all channels.
✖ Available only on higher-tier plans.
✖ No automatic reassignment of unassigned tickets.
✔ Channel specific queues.
A Help Center is automatically provided when you register with Deskie and Freshdesk
✔ Help center customization is available on all pricing plans.
✖ One Help Center per account.
✖ One knowledge base per account.
✔ Three-level knowledge base structure.
✔ Ideas Channel in the Help Center.
✔ Help center customization is available on all pricing plans.
✔ Multiple Help Center bases for Pro+.
✔ Multiple knowledge bases for Pro+.
✔ Three-level knowledge base structure.
✖ Ideas channel is available with Pro+ plans.
Deskie and Freshdesk give opportunity to set flexible work hours for your team
✔ Separate schedules for groups or individual agents on all plans.
✖ Cannot set separate time zones for each schedule.
✖ The ability to create separate schedules is available only on Pro+ plans.
✔ Every business hours schedule can have its own time zone.
Deskie and Freshdesk implement artificial intelligence differently, but their overall capabilities are similar
✔ Available on all plans.
✔ AI is available via integration. Deskie does not charge for it — you pay directly to the AI service provider.
✖ Training the assistant requires developer involvement.
✖ Available only on higher-tier plans.
✖ Freddy Agent: 500 sessions free, then $49/100 sessions. Copilot for agents: $29/agent/month.
✔ No need to involve developers. Learns automatically.
Full Features Comparison
Deskie and Freshdesk have many features useful for helpdesk users. Let’s take a look at the differences.
Pricing Plan
per agent per month paid annually
per agent per month paid annually
min 2 agents — max 10 agents
min 1 agent — no upper limit
min 5 agents — no upper limit
min 1 agent — no upper limit
min 10 agents — no upper limit
min 1 agent — no upper limit
Basic
Minimum 2 agents — Maximum 10 agents
€12
€17
Standard
Minimum 5 agents — No upper limit
€20
€52
Pro
Minimum 10 agents — No upper limit
€32
€84
✔ 14-day free trial period
✔ Automatic recalculation of the paid period
✔ Adding an agent does not require immediate payment
✔ Pay-as-you-go service — no cancellation fees
✔ All features included in all pricing plans
✔ Remove agents any time without losing money
✔ Unlimited Light agents — €10 each
✔ 14-day free trial period
✖ No recalculation of the paid period
✖ Adding an agent requires immediate payment
✔ Pay-as-you-go service — no cancellation fees
✖ Not all features are available on all plans
✖ No cost recalculation when removing agents mid-month
✔ Free collaborators can be added on Pro and Enterprise
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