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Help Desk Comparison

Deskpro vs. Freshdesk

Freshdesk (a Freshworks product) is a well-known, SMB-friendly help desk, but it’s not the best fit for every organization–especially if you’re scaling your support operations.

Deskpro is a Freshdesk alternative that’s built to scale, with true omnichannel functionality in one platform, AI choice, and highly configurable workflows.

Our customers choose Deskpro for its:

  • Unlimited workflow automation across all plans

  • Single workspace for employee and customer support
  • Choose-your-own-AI approach
  • Flexible deployment options
  • Top-rated customer service

See Deskpro in action

See how Deskpro and Freshdesk compare

FreshdeskDeskpro
Workflow automation
Deskpro offers unlimited workflow automations across all plans so you can build and scale complex processes.
Omnichannel support
Deskpro lets you connect all your support channels in one unified workspace, without any limits on what you can connect.
Multi-department help desk
While Freshworks requires you to use separate platforms for employee and customer support (Freshservice and Freshdesk), Deskpro makes it easy to bring IT, HR, and customer support into a single structured help desk.
Transparent pricing
Deskpro offers predictable seat-based pricing, while Freshdesk adds AI session-based pricing on top of their seat-based plans, increasing the total cost of ownership.
Bring-your-own-AI
With Deskpro, you get to choose the models (including private LLMs) you want to power our AI features, rather than being locked into vendor-hosted AI.
Flexible deployment
While Freshdesk is SaaS-only (deployed in a public cloud), Deskpro lets you choose between standard SaaS deployment and private deployment in a VPC, sovereign cloud, private cloud, or on-premise.
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Why our customers choose Deskpro

Powerful tools and seamless integrations designed to streamline your support operations.

impelsys

"We tried OSTicket, Freshdesk, and a few others, but none of them provided the flexibility and full multi-brand compatibility that Deskpro does."

Roshan Vinayan, Project Manager, Impelsys

abilitynet

"Deskpro is probably more configurable than any system. The amount of detail and steps you can go down to configure what you need is unbelievable."

Sarah Brain, Head of Free Services, AbilityNet

cairn-group

"The interface is so useful and easy to understand. Deskpro is one of the easiest help desk software I have ever used."

Darren Banfi, Senior IT Security Analyst, Cairn Group

FEATURES

Deskpro: The flexible help desk that keeps support under control

Omnichannel

Omnichannel

One workspace, every channel

  • Handle email, live chat, voice, social media, web forms, and messaging apps from a single workspace—no toggling between separate channel tabs to find a conversation.
  • Smart routing sends each request to the right team or specialist, whatever channel it comes in on.
  • Cross-channel reporting lets you compare performance, spot trends, and catch bottlenecks before they slow your team down.
Learn about omnichannel support
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Automation

Automation

Workflows built around your processes

  • Trigger automations off any field or custom condition, with multi-step workflows that handle branching and conditional logic.
  • Set automated ticket prioritization and fire reminders as deadlines approach, so nothing slips through the cracks.
  • Build as many automations as you need on any plan, with no tier gates and no per-automation fees.
Learn more about workflow automation
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AI

AI

AI on your terms

  • Whether your organization uses ChatGPT, Claude, Gemini, or any other model, you can use it to power Deskpro's AI features. Change models whenever you need; there’s no lock-in.
  • Ground AI in your knowledge base, internal processes, and past tickets, with no data leaving your security perimeter.
  • Turn on only the AI features you want, from agent-assist tools to automated workflows to a customer-facing chatbot.
Learn about Deskpro AI
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Security

Built for control, now and later

Built-in security

  • Set granular, role-based permissions to keep control over who accesses what data.
  • Rely on certifications including ISO 27001, SOC 2 Type II, and PCI DSS, with support for HIPAA, GDPR, and other major privacy frameworks.
  • If your requirements change, you don’t have to replatform. Deskpro offers flexible hosting in virtual private clouds (VPCs), sovereign clouds, private clouds, and on-premises.
Learn about Deskpro security
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Try Deskpro today

See if Deskpro is the right Freshdesk alternative for you.

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Customer support

Customer support that puts your success first

Choose a vendor who treats you like a partner, not just a transaction. Deskpro’s in-house team of support professionals and implementation specialists are here to help you succeed with our platform.

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Onboarding

We tailor onboarding to your specific setup and goals, rather than running you through a one-size-fits-all script.

stethoscope

Health checks

Every quarter, we review your automations and routing to keep your help desk running the way it should.

acute

Support SLA

Premium Support includes a one-hour Service Level Agreement (SLA), so your urgent questions get a fast response.

Uptime SLA

We back our Cloud with a 99.9% uptime SLA.

Migration

Switching from Freshdesk is simpler than you think

Already using Freshdesk and worried about the complexities of switching? Deskpro makes the transition hassle-free.

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Guided migration

Pick exactly which Freshdesk data you want to bring over. Our team transfers it for you, with no internal IT resources required.

security

Secure transfer

Every migration runs over HTTPS encryption and follows ISO 27001 and GDPR standards.

map

Data mapping

We map all your fields, custom ones included, to the right destination in Deskpro so your operations keep running without a hitch.

Customer stories

See how leading support teams are using Deskpro

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Non-Profit

AbilityNet teams up with Deskpro to power volunteer support

AbilityNet replaced Freshdesk with Deskpro to get the flexibility, affordability, and partnership needed to support 450+ volunteers.

st-wilfrids

Education

St Wilfrid's uses Deskpro to support its school community

St Wilfrid's Catholic School moved its support service from Freshdesk to Deskpro so they could provide exceptional internal support to staff and students.

eshipping

Logistics

eShipping scaled its logistic efforts with a flexible help desk

eShipping uses Deskpro to automate processes, unify departments, and deliver faster, more consistent support across time zones and channels.

Frequently Asked Questions

Can I migrate my existing data from Freshdesk to Deskpro?

Yes. Our team runs the migration for you, so you don't need to pull in internal IT resources. You choose which Freshdesk data to bring over, including tickets, contacts, and custom fields, and we map everything to the right place in Deskpro so your workflows pick up where they left off. Every transfer runs over HTTPS encryption and follows ISO 27001 and GDPR standards.

How does Deskpro's pricing compare to Freshdesk's?

Deskpro uses predictable, seat-based pricing, and the AI features are included. Freshdesk also starts with per-agent plans, but its Freddy AI Agent is billed by the session: the first 500 are included on most plans, and beyond that you pay per session, so costs climb as your ticket volume grows. With Deskpro, you know what you'll pay as you scale, without watching for AI overage fees.

Does Deskpro offer customization options like Freshdesk?

Deskpro is built to be configured around the way your team works. You can build unlimited multi-step workflows with branching and conditional logic on any plan, set granular role-based permissions, tailor ticket layouts and fields, and connect every support channel in one workspace. Where Freshdesk gates advanced SLA and routing automation behind higher tiers, Deskpro gives you that depth across all plans.

What kind of customer support can I expect from Deskpro?

Deskpro is known for its responsive and helpful customer support, with a dedicated in-house team of support professionals. We’re proud to maintain an average 99% monthly customer satisfaction score.