Compare ProProfs Help Desk and Freshservice on pricing, features, platforms, and ratings — both Help Desk tools, Freemium with per-seat monthly or annual…
At a Glance
ProProfs Help Desk
Freshservice
Primary category
Help Desk
Help Desk
Rating
Not documented
Not documented
Pricing model
Freemium with per-seat monthly or annual subscription tiers
Subscription
Starting price
Free plan available; paid plans start around $29.99/month per user (lower with annual billing)
$19/agent/month billed annually
Free plan
Yes
Yes
Free trial
Not documented
Yes
Platforms
Web, iOS, Android
Web, iOS, Android
Team collaboration
Not documented
Not documented
AI features
Yes
Yes
Public API
Not documented
Yes
Pricing Compared
Starting price reflects the lowest paid tier, not the full cost for every team size or usage level.
ProProfs Help Desk
Free — $0 Forever free
Essentials — $29.99/user/month Monthly (lower per-user cost with annual billing)
Business — $29.99/user/month Monthly
Business Complete Elite — $179.97/month ($719.88/year) Monthly or annual
Customer Delight Suite — From $499/month Monthly
Freshservice
Starter — $19/agent/month Annual
Growth — $49/agent/month Annual
Pro — $99/agent/month Annual
Enterprise — Custom (contact sales) Annual
Pros & Cons
ProProfs Help Desk
Pros
Free plan is usable for real, low-volume support teams, not just a trial
AI features (response drafts, tone rewriting, categorization) are included well below enterprise pricing
Tight integration with other ProProfs tools like Knowledge Base and Live Chat
15-day money-back guarantee on paid plans
Omnichannel support (WhatsApp, SMS, social) available without moving to top-tier enterprise pricing
Cons
Ticket volume caps on lower tiers can be limiting for growing teams
Essentials and Business plans list at the same $29.99 price, which can be confusing when comparing features
Advanced automation and integrations are gated behind the higher-cost Elite tier
Company-wide employee count spans ProProfs' full product suite, not Help Desk specifically
Freshservice
Pros
Faster implementation and simpler administration than ServiceNow
Full ITIL process coverage (incident, problem, change, release) even outside the top tier
Integrated CMDB and asset management included without third-party tools
Extends naturally into enterprise service management for non-IT departments
Cons
Freddy AI's full capability set is concentrated in the costly Enterprise tier
Enterprise plan pricing is not public, requiring a sales conversation to budget accurately
Less configurable and less deep than ServiceNow for very large, complex enterprises
Change and release management require upgrading to the Pro tier or above
Use Cases
ProProfs Help Desk
Small teams outgrowing a shared Gmail inbox — Teams handling support through a shared email address use ProProfs Help Desk's free or Essentials plan to add ticket tracking and assignment.
Support teams wanting AI-assisted replies — Mid-sized support teams use the Business plan's AI response drafting and tone rewriting to reduce average reply time.
Organizations needing omnichannel support with security controls — Larger teams use Business Complete Elite to unify email, chat, and social messaging while meeting SSO and encryption requirements.
Freshservice
IT help desk and incident management — IT teams use Freshservice to log, prioritize, and resolve employee IT issues through structured incident management workflows.
IT asset and configuration tracking — Organizations use Freshservice's CMDB and asset management to track hardware and software inventory and relationships.
Enterprise service management beyond IT — Non-IT departments like HR and facilities adopt Freshservice's service catalog and ticketing model for their own internal service requests.