Deskpro vs Freshdesk by Freshworks
Features, use cases, pros and cons, and pricing side by side — and which one to pick.
Best for: IT service desk managers at mid-size and large organizations who need internal ticketing with deployment control and the option to self-host behind their own firewall, Support leaders at B2B or B2C companies with customers in the EU or UK who need guaranteed regional data residency (EU/UK cloud regions) rather than US-only SaaS hosting
Read the full Deskpro reviewBest for: Small businesses and startups that need a capable ticketing system without upfront cost, thanks to the free plan, Growing support teams that want to consolidate email, chat, phone, and social conversations into one queue
Read the full Freshdesk by Freshworks reviewCommission may apply at no extra cost
Deskpro vs Freshdesk by Freshworks: features compared
Compare key features side by side
Feature Comparison Summary
Which should you choose?
Choose Deskpro if
- You prefer simple, fixed monthly subscription billing only.
- You'd rather avoid usage-based charges that can grow unpredictably.
Choose Freshdesk by Freshworks if
- You'd like a free trial before you commit.
Deskpro vs Freshdesk by Freshworks: pros and cons
Deskpro
Deskpro's defining strength is hosting choice: managed cloud in the US, EU, or UK, private cloud on AWS, Azure, or Google Cloud, or fully self-hosted, all feeding one shared inbox for IT, HR, and support. Overall, it's a solid pick for teams with data residency needs, as long as you're ready for a sales-led quote and involved setup.
Pros
- Rare deployment flexibility — choose between managed Cloud SaaS in US, EU, or UK regions, Private Cloud on AWS/Azure/Google Cloud, or a full Self-Hosted installation — a level of hosting control most SaaS help desks do not offer
- Genuinely multi-department — the same platform serves IT service desks, HR/People Ops, and customer support teams, so organizations can consolidate instead of running separate tools per function
- Shared inbox architecture consolidates all channel interactions into one workspace, giving agents full context for personalized responses
Cons
- The breadth of deployment options (SaaS, private cloud, self-hosted) implies a more involved evaluation, setup, and administration process than a simple plug-and-play help desk
- Public third-party review data (G2, Capterra, Trustpilot) was not available for this review, so it is hard to independently verify real-world user satisfaction and support quality
- Pricing spans an unusually wide range (from $1 to over $27,000 per month), which suggests quotes vary significantly by deployment and scale — buyers should expect to engage with sales rather than pick a plan off a shelf
Freshdesk by Freshworks
Freshdesk bundles omnichannel ticketing, solid automation, and 150-plus integrations into an approachable platform, and its free plan makes starting easy. The trade-off is that key features sit on higher tiers and costs climb as your team grows. Overall, it's a dependable, recommendable help desk for growing support teams that can budget for the plans they'll actually need.
Pros
- Generous free plan supports basic ticketing and a knowledge base for small teams with no seat cost
- Omnichannel support consolidates email, chat, phone, and social messages into one ticket queue
- Strong automation engine handles routing, escalations, and repetitive follow-ups with minimal setup
Cons
- Several valuable features, such as advanced automation, custom roles, and audit logs, are locked behind mid and upper tiers, so the lowest paid plans feel limited
- Costs rise quickly for larger teams, and the top of the pricing range reaches enterprise-level figures that may exceed small business budgets
- Reporting on lower plans is basic, with custom report builders reserved for higher tiers
Deskpro and Freshdesk by Freshworks in detail
Deskpro
Deskpro is a help desk and support ecosystem designed to simplify complex service tasks. It unifies customer, employee, and internal support requests from multiple channels into a single shared inbox, giving agents one workspace for triage, collaboration, and resolution. The platform is positioned for organizations with more demanding requirements than a basic ticketing tool — particularly those that need control over where their data lives and how it is hosted.
Standout features
- Omnichannel Shared Inbox
- Flexible Deployment Options
- Multi-Department Support Ecosystem
- Built for Organizational Flexibility
Use cases
- IT Service Desk Operations
- HR and People Ops Ticketing
- B2B and B2C Customer Support
- Regulated and Data-Sensitive Organizations
Freshdesk by Freshworks
Freshdesk is a help desk and ticketing system that converts incoming customer messages from multiple channels into organized tickets. Agents can assign, prioritize, collaborate on, and resolve those tickets using workflows, canned responses, SLA policies, and automation rules. The platform also includes a self-service knowledge base, customer portals, reporting dashboards, and a marketplace of 150+ third-party integrations covering CRM, e-commerce, messaging, and productivity tools.
Standout features
- Omnichannel Ticketing
- Automation and Workflows
- Self-Service Knowledge Base
- Reporting and Analytics
- Integrations and Apps Marketplace
Use cases
- Small Teams Starting a Support Function
- E-commerce Customer Service
- Multi-Channel Support Operations
- Scaled Enterprise Support with Compliance Needs
Pricing compared
List prices from each vendor's pricing page, before taxes and add-ons. Costs are per month.
| Pricing compared | Deskpro | Freshdesk by Freshworks |
|---|---|---|
| From (cheapest paid plan) | $39/mo Team · per user | $23/mo Growth · per user |
| Free plan | No | No |
| Free trial | Not stated | Not stated |
| Money-back guarantee | Not stated | Not stated |
| Annual billing savings | — | Up to 17% |
| Pricing model | Per user | Per user |
| Cost for 1 user | $39/mo Team plan, billed monthly | $23/moCheaper Growth plan, billed monthly |
| Cost for 5 users | $195/mo Team plan, billed monthly | $115/moCheaper Growth plan, billed monthly |
| Cost for 10 users | $390/mo Team plan, billed monthly | $230/moCheaper Growth plan, billed monthly |
| Cost for 25 users | $975/mo Team plan, billed monthly | $575/moCheaper Growth plan, billed monthly |
| Plans | 3 | 3 |
| Prices checked | Checked Oct 12, 2026 | Checked Oct 13, 2026 |
| Price history | Tracking prices since Oct 1, 2026. No price change detected yet. | Tracking prices since Sep 30, 2026. No price change detected yet. |
- Cheapest plan that fits each team size. Per-user plans are multiplied by the number of users (respecting stated minimums and seat packs). Plans that include some users cost their base price plus the extra-user price for each user beyond those included. Flat-priced plans with no stated user limit are counted as one licence per user.
Cheaper for your team size
For 5 users (billed monthly), Freshdesk by Freshworks costs $115/mo vs Deskpro at $195/mo.
- Freshdesk by Freshworks is cheaper at every team size we checked (1 to 25 users).
- For 1 user (billed monthly), Freshdesk by Freshworks costs $23/mo vs Deskpro at $39/mo.
- For 10 users (billed monthly), Freshdesk by Freshworks costs $230/mo vs Deskpro at $390/mo.
- For 25 users (billed monthly), Freshdesk by Freshworks costs $575/mo vs Deskpro at $975/mo.
Computed from published list prices on the dates shown. Excludes taxes, add-ons and promotions.