Compare Freshdesk and HaloITSM on pricing, features, platforms, and ratings — both Help Desk tools, Freemium vs Subscription (custom quote) pricing to decide…
At a Glance
Freshdesk
HaloITSM
Primary category
Help Desk
Help Desk
Rating
Not documented
Not documented
Pricing model
Freemium
Subscription (custom quote)
Starting price
Free (limited-time program for up to 2 agents); paid plans start at $19/agent/month billed annually
Custom pricing, typically around $50 per agent per month
Free plan
Yes
Not documented
Free trial
Yes
Yes
Platforms
Web, iOS, Android
Web
Team collaboration
Not documented
Not documented
AI features
Yes
Yes
Public API
Yes
Yes
Pricing Compared
Starting price reflects the lowest paid tier, not the full cost for every team size or usage level.
Freshdesk
Free Program — Free Limited to 6 months
Growth — $19/agent/month Annual
Pro — $55/agent/month Annual
Enterprise — $89/agent/month Annual
HaloITSM
HaloITSM (Per-Agent) — Custom quote, typically around $50 to $70 per agent per month Monthly or annual contract
Enterprise Package — Custom, promoted as an all-inclusive offer for qualifying organizations Custom contract
Pros & Cons
Freshdesk
Pros
Lower entry price than Zendesk with a comparable core feature set
Fast to set up and learn, with an intuitive agent interface
Strong automation and self-service tools even on mid-tier plans
Permanent free plan was discontinued in 2025, replaced with a time-limited free program
Freddy AI Copilot is a separate paid add-on rather than bundled in lower tiers
Enterprise-grade features (sandboxing, advanced security, audit logs) require the top tier
Per-agent pricing can get expensive quickly for larger support teams
HaloITSM
Pros
All-inclusive pricing with no separate module fees
Flexible deployment options including on-premise and private cloud
Extensive out-of-the-box reporting library
AI-assisted ticket triage and automation via Halo AI
Scales from smaller IT teams to large enterprise deployments
Cons
Pricing is not published and requires a sales quote
Breadth of ITIL functionality can create a steeper configuration curve
Per-agent pricing can become costly for larger agent counts
Advanced ITIL workflows may require significant onboarding time
Third-party pricing estimates vary, making budgeting less predictable upfront
Use Cases
Freshdesk
Multi-channel customer support — Support teams use Freshdesk to manage email, chat, phone, and social inquiries from a single shared inbox with automated routing.
Self-service deflection — Companies build knowledge bases and deploy Freddy AI's self-service bot to resolve common questions without agent involvement.
Field service coordination — Businesses with on-site technicians use Freshdesk's field service management to schedule jobs alongside standard support tickets.
HaloITSM
Enterprise ITIL service desk — Enterprise IT teams implement HaloITSM to run compliant incident, request, change and problem management processes.
Managed service provider operations — MSPs use Halo's product family, including HaloITSM and HaloPSA, to support multiple client organizations from one platform.
Regulated sector service management — Government, healthcare and education organizations use HaloITSM's on-premise and private cloud options to meet compliance requirements.