Freshworks vs Help Scout
A side-by-side look at 2 Communication tools for 2026 — the verdict, pricing, ratings, features, and what readers think.
freshworks.com
Best for small and mid-sized teams wanting support, IT service and CRM from one vendor
AI-powered customer service, IT service and CRM software in one suite: Freshdesk, Freshservice and Freshsales.
Visit Freshworks
helpscout.com
Best for small and mid-sized support teams that want a simple shared inbox with AI help
Shared inbox and help desk with AI drafts, an AI support agent and a free plan for up to 5 users.
Visit Help ScoutPricing compared
Freshworks
$9/user/mo
Help Scout
$25/user/mo
Head to head
| Freshworks | Help Scout | |
|---|---|---|
| Starting price | $9/user/mo | $25/user/mo |
| Free tier | Yes | Yes |
| Free trial | 14-day Freshdesk trial; 21-day Freshsales trial | Free plan; Envoy AI add-on has a 3-month free trial |
| Platforms | Web · iOS · Android · API | Web · iOS · Android |
| Founded | 2010 | — |
| HQ | San Mateo, USA | — |
Pros & cons
Freshworks
Pros
- One vendor covers customer service, IT service and CRM.
- Freddy AI agents and copilot are built into the products.
- Entry CRM pricing starts low, from USD 9 per user per month billed annually.
- Free trials: 14 days for Freshdesk and 21 days for Freshsales.
- Interface and website are offered in 17 languages, including Korean.
Cons
- Each product is priced separately, so the full suite cost adds up.
- AI agent sessions are an add-on (Freshsales lists USD 49 per 100 sessions).
- Freshdesk and Freshsales pricing pages do not accept PayPal; payment is by card (or check in USD for US and Canada CRM customers).
- Advanced CRM features such as forecasting and audit logs need the top plan.
Help Scout
Pros
- A permanent Free plan covers up to 5 users, 1 Inbox and 1 Docs site.
- Email, chat, SMS, social and voice land in one shared Inbox.
- AI Drafts and Copilot help agents reply faster while a human stays in control.
- Envoy AI is billed per resolution at USD 0.75, so cost follows results.
- SSO/SAML and HIPAA compliance are listed on the Pro plan.
Cons
- Pro plan pricing and many advanced limits push larger teams to a sales conversation.
- Extra inboxes cost USD 10 per month each on Standard, Plus and Pro.
- The Free plan is capped at 100 contacts per month.
- Fewer marketplace integrations than the largest help desks (the vendor lists 100+).