Vergleich
HelpFalcon vs. Freshdesk
Freshdesk ist ein beliebter, günstigerer Helpdesk mit eigener Arbeitsweise. HelpFalcon passt besser, wenn Ihr Team bereits mit Zendesk-Konzepten arbeitet und seine Regeln, Ansichten und API-Skripte behalten möchte.
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Freshdesk Pro
$55
pro Agent / Monat, jährliche Abrechnung, Stand 2026-11-09
HelpFalcon Pro
$27
pro Agent / Monat, jährliche Abrechnung, KI-Copilot inklusive
51 % niedrigerer Listenpreis pro Agent
Listenpreise in USD pro Agent und Monat bei jährlicher Abrechnung. Freshdesk geprüft am 2026-11-09. freshworks.com/freshdesk/pricing
Was ein Team mit 20 Agenten zahlt
Listenpreise bei jährlicher Zahlung, in US-Dollar und ohne Steuern. Freshdesk geprüft am 2026-11-09.
| Anbieter und Tarif | Pro Agent / Monat | Pro Jahr |
|---|---|---|
| Freshdesk Pro | $55 | $13,200 |
| HelpFalcon Pro | $27 | $6,480 |
Sie behalten $6,720 pro Jahr
Stand 2026-11-09, siehe freshworks.com/freshdesk/pricing für aktuelle Preise. USD, ohne Steuern. Alle Tarifdetails.
Auf einen Blick
| Thema | Freshdesk | HelpFalcon |
|---|---|---|
| Preismodell | Pro Agent und Monat | Pro Agent und Monat; Light Agents kostenlos |
| Kostenloser Tarif | Nein (14 Tage Testphase) | Ja, 1 Agent |
| Generativer KI-Copilot | Zusatzpaket Freddy AI Copilot, $29 pro Agent / Monat jährlich, $35 monatlich (Pro, Enterprise) | In jedem kostenpflichtigen Tarif enthalten (Fair Use) |
| KI-Agent | Einmalig 500 Sitzungen, danach $49 pro 100 Sitzungen (pro Sitzung, nicht pro Lösung) | $0.50 pro Lösung |
| Datenhosting in der EU | Rechenzentrum im EWR, bei der Registrierung gewählt | Standardmäßig EU, in jedem Tarif |
| Zendesk-kompatible API | Nein | Ja, /zd/api/v2 |
| Zendesk-Regeln unverändert importiert | Über Migrationswerkzeuge | Integrierter Importer mit Bericht über nicht zugeordnete Regeln |
Informationen zu Freshdesk von der öffentlichen Website des Anbieters, geprüft am 2026-11-09: freshworks.com/freshdesk/pricing, freshworks.com/freshdesk/omni/pricing. Aktuelle Angaben finden Sie dort.
Funktion für Funktion
Jede Zeile ist ein Punkt, nach dem Support-Teams entscheiden. HelpFalcon antwortet auf jeder Vergleichsseite gleich, damit sich die Seiten nicht widersprechen; die Spalte Freshdesk beschreibt, was der Anbieter öffentlich dokumentiert.
Die ausführliche Tabelle, die Wechselgründe und die Fragen unten sind vorläufig nur auf Englisch verfügbar.
| Funktion | Freshdesk | HelpFalcon |
|---|---|---|
| Tickets and workspace | ||
| Full ticket model: statuses, fields, forms | Ja Tickets with custom fields and statuses, and several ticket forms on the higher plans. | Ja Statuses grouped under New, Open, Pending, On-hold and Solved, custom statuses, custom fields, conditional ticket forms, and custom objects, approvals and ticket layouts from Pro. |
| Shared and personal views with live counts | Ja Ticket views and bulk actions. | Ja Group by, column sorting, CSV export, and bulk edit, merge or macro on hundreds of tickets at once. |
| Macros, keyboard shortcuts and play mode | Teilweise Canned responses, scenario automations and keyboard shortcuts. We could not confirm a play-mode queue. | Ja Macros on every plan, the keyboard shortcuts and search syntax Zendesk agents already know, and play mode with agent capacity from Growth. |
| Side conversations with other teams | Nicht bestätigt We could not confirm a side-conversation equivalent on the vendor’s public pages. | Ja Email, Slack or Microsoft Teams threads beside the ticket and out of the customer conversation. From Pro. |
| Several brands in one workspace | Ja Several products, each with its own portal, on the higher plans. | Ja Each brand with its own addresses, help centre and forms: 1 on Starter, 5 on Growth, 25 on Pro, 300 on Enterprise. |
| Channels | ||
| Email on your own domain | Ja Support addresses and your own domain. | Ja Any number of support addresses per brand, DKIM and SPF checks, quote stripping, loop and bounce protection, and a suspended queue for mail that should not become a ticket. |
| Web messenger and web forms | Teilweise Chat and the messenger come from Freshchat, bundled in the omnichannel plans rather than the desk plans priced above. | Ja Messenger with bot flows and verified visitors, plus embeddable contact forms. The snippet keeps the same zE() calls as the Zendesk widget. |
| WhatsApp, SMS and social messaging | Teilweise WhatsApp, Facebook and Instagram through the Freshworks messaging products. | Ja WhatsApp Cloud API, SMS through Twilio or your own gateway, Facebook Messenger and page posts, Instagram DMs and comments, Telegram, Viber, LINE, WeChat and X. Message fees are passed through. |
| Voice: browser phone, menu, recordings | Zusatzpaket Freshdesk Contact Center is a separate product with its own price. | Ja Numbers answered in the browser, a phone menu with queues, voicemail, consent-based recording, transcripts and call summaries, or keep Aircall, 3CX or RingCentral. Newer than the rest of the product. |
| Native mobile apps and messenger SDKs | Ja Agent apps in the stores and mobile SDKs for your own app: ahead of us here. | Teilweise The workspace installs as an app on a phone and sends push today, and the messenger runs full screen in a web view. Native agent apps and iOS, Android, React Native and Flutter SDKs are built and waiting for store review. |
| Automation and SLAs | ||
| Triggers, automations and webhooks | Ja Dispatch’r, supervisor and observer rules, plus webhooks. | Ja Zendesk-shaped conditions and actions, unlimited on paid plans, with signed webhooks, retries with backoff and a delivery log. |
| SLA policies with business hours | Ja SLA policies with business hours, reminders and escalation. | Ja The five standard SLA metrics with business hours and holidays from Growth, and group SLAs (OLAs) from Pro. |
| Routing: round robin, capacity, skills | Ja Round robin and load-based assignment, with skills-based routing on Enterprise. | Ja Round robin and capacity rules from Growth, skills-based routing and a suggested assignee from Pro. |
| Sandbox and rule testing before go-live | Teilweise A sandbox on the Enterprise plan. | Ja A sandbox workspace, rule simulation, and configuration export and import as files you can review. From Pro. |
| AI | ||
| AI copilot in the plan price | Zusatzpaket Freddy AI Copilot add-on, $29 per agent / month annually ($35 monthly), on Pro and Enterprise. | Ja Drafts with their sources, thread summaries, two-way translation and suggested macros in every paid plan, under a fair-use allowance of 50 to 700 actions per agent and month. No per-seat add-on. |
| Autonomous AI agent | Zusatzpaket 500 sessions once, then $49 per 100 sessions. Priced per session, not per resolution, so it is not the same unit as ours. | Ja Answers on the messenger, email, WhatsApp and the phone menu, and hands over to a person with a summary. $0.50 per automated resolution. |
| Intent, sentiment and language as rule fields | Zusatzpaket Field prediction and suggestions sit inside the Freddy add-ons. | Ja Tagged on arrival and usable in triggers, views and reports. Personal data is redacted before anything leaves the workspace, and AI can be switched off per workspace. |
| Help centre | ||
| Help centre with articles and search | Ja A solutions knowledge base with search. | Ja On every plan, the Free plan included, with AI answers in search, article analytics and searches that found nothing. |
| Help centre per brand on your own domain | Ja A custom portal domain, and one portal per product on the higher plans. | Ja help.yourcompany.com with one DNS record and an automatic certificate, your colours and forms, and a theme code editor. |
| Article translations | Ja A multilingual knowledge base on the higher plans. | Ja Every article in as many languages as you support, with a fallback language and per-language text blocks. |
| Customer portal and community forums | Ja A customer portal with forums and ticket tracking. | Ja Request forms and My requests with magic-link, password or the brand’s own single sign-on, plus topics, posts, votes and moderation. |
| Reporting | ||
| Dashboards and live agent activity | Ja Curated and custom dashboards. | Ja A support-operations dashboard out of the box, shared dashboards for leads and a live agent activity view. From Growth. |
| Build your own reports | Ja Custom reports from the Pro plan. | Ja Pick metrics and attributes, filter, group, drill down to the tickets behind a number, save, schedule by email and alert when a metric crosses a line. From Growth. |
| CSAT, QA scorecards and AutoQA | Ja CSAT surveys. | Ja CSAT with reason codes on every paid plan; QA scorecards, AI scoring of every conversation and workforce management from Pro. |
| Export to your data warehouse | Teilweise Data comes out through the API or a third-party connector. | Ja Scheduled raw-data export on Enterprise, CSV export and a full workspace export on every paid plan. |
| API and integrations | ||
| Documented REST API | Ja A documented REST API with its own request and response shapes. | Ja An OpenAPI reference with an explorer, cursor pagination and rate-limit headers, at 200 to 2,500 requests a minute depending on the plan. |
| Zendesk-compatible API for your own scripts | Nein Scripts written for Zendesk have to be rewritten against the Freshdesk API. | Ja Tickets, users, organizations, search, uploads, incremental exports and the help centre at /zd/api/v2, with Zendesk request and response shapes. Change the base URL and the token. |
| Sidebar apps and an app framework | Ja A marketplace app framework with sidebar apps. | Ja Apps compatible with the Zendesk App Framework run in the ticket sidebar, next to OAuth apps and a connector that shows your own customer data in the ticket. |
| Large third-party app marketplace | Ja A large Freshworks marketplace: ahead of us here. | Teilweise We have our own app framework and marketplace, but a young catalogue. Slack, Microsoft Teams, Jira, Linear, GitHub, GitLab, Shopify, Stripe, HubSpot, Salesforce and calendars are built in. |
| Security and compliance | ||
| Single sign-on and user provisioning | Ja SAML and OpenID Connect, with provisioning on the higher plans. | Ja Google and Microsoft sign-in on every plan, OpenID Connect from Pro, SAML and SCIM on Enterprise, and customer single sign-on per brand. |
| Two-step verification, passkeys, audit log | Ja Two-factor sign-in, and an audit log on the higher plans. | Ja TOTP, passkeys and security keys on every plan and enforceable per workspace; an append-only log of admin changes, sign-ins and ticket access, with export and SIEM streaming on Enterprise. |
| GDPR export, erasure, retention, own key | Ja GDPR tooling and a DPA. | Ja Per-person export and erasure with four-eyes approval, retention policies, regional redaction packs, per-workspace encryption keys and a customer-managed key on Enterprise. |
| SOC 2 or ISO 27001 report | Ja SOC 2 and ISO 27001 reports are published: ahead of us here. | Nein Not yet, and we will not pretend otherwise: an independent penetration test and the SOC 2 programme are planned before launch. The trust centre carries the current status. |
| Data location | ||
| EU hosting on every plan | Ja An EEA data centre, chosen when the account is created. | Ja Every workspace is hosted in the EU, on the Free plan too, with backups in the same region and a published subprocessor list and DPA. |
| Choice of another region | Ja Several regions worldwide, chosen at sign-up: more regions than we offer. | Nein EU only today. US and Africa regions are planned for Enterprise customers who need them. |
| Migration | ||
| Built-in importer from Freshdesk | Nicht zutreffend Freshdesk is the system you are moving from. | Ja Built in and read-only against your old account, with a volume estimate, a dry run, a resumable full import and a report of everything that needs a decision. |
| Getting your data out of Freshdesk | Ja The API exposes agents, roles, SLA policies, fields, forms and solution articles, which is what our importer reads. The key must belong to an account administrator. | Ja A one-click export of the whole workspace, plus the REST API and incremental exports, so the next move is never blocked by us. |
| Delta sync and parallel run until go-live | Nicht zutreffend The parallel run happens on the HelpFalcon side. | Ja Repeat syncs every few minutes while your team keeps working, then go live one group at a time with the old system read-only as a way back. |
| Plans and support | ||
| Free plan | Nein No free plan; a 14-day trial. | Ja One agent, 100 tickets a month, email, web form and a help centre. No card. |
| Trial without a card | Ja 14 days. | Ja 14 days of Pro, then the workspace moves to the Free plan instead of locking you out. |
| No seat caps or ticket limits | Ja Per agent with no ticket cap, and day passes for occasional agents. | Ja Unlimited agents and unlimited tickets on every paid plan. Light agents are free: 5 on Starter, unlimited from Growth. |
| Support and a published uptime SLA | Nicht bestätigt We could not confirm a published uptime SLA on the pages we read. | Ja Email support from Starter, email and chat on Pro, priority support and a named success manager on Enterprise. 99.5 % availability on Pro, 99.9 % on Enterprise. |
| Assisted migration | Nicht bestätigt Migration help is not described in the plans we read. | Ja Free for teams over 20 agents: we plan the waves with you and watch the parallel run. |
Informationen zu Freshdesk von der öffentlichen Website des Anbieters, geprüft am 2026-11-09: freshworks.com/freshdesk/pricing, freshworks.com/freshdesk/omni/pricing. „Nicht bestätigt“ heißt: Wir haben am 2026-11-09 auf den öffentlichen Seiten des Anbieters keine klare Aussage gefunden, nicht, dass die Funktion fehlt. Ist hier etwas falsch oder veraltet? Schreiben Sie uns, wir korrigieren es.
Warum Teams von Freshdesk wechseln
A helpdesk that speaks Zendesk instead of a fourth dialect: the same rules, SLAs and API your scripts already use, at $27 per agent instead of $55, with the AI copilot in the price instead of a $29 add-on.
One dialect instead of two
Teams that moved from Zendesk to Freshdesk often rewrote their rules into dispatch’r, supervisor and observer, and their scripts against a new API. HelpFalcon keeps the Zendesk concepts and answers Zendesk-shaped API calls at /zd/api/v2.
AI in the plan, not beside it
Freddy AI Copilot is an add-on at $29 per agent a month on Pro and Enterprise ($35 billed monthly), and the AI agent is billed in session packs of $49 per 100 after the first 500. Our copilot is in every paid plan and the AI agent is $0.50 per automated resolution. A session and a resolution are not the same unit.
Pro features at Growth prices
SLA policies, a report builder, dashboards, several brands and conditional forms start on our Growth plan at $18. For 20 agents, Pro at $27 is $6,480 a year against $13,200.
An importer that reads your setup, not just your tickets
Products become brands, agents keep their roles and groups, and ticket fields, forms, statuses, SLA policies and solution articles come over. Automations are listed one by one for you to rebuild.
One product instead of a suite
Chat, messaging and telephony sit in separate Freshworks products with their own prices. Here email, messenger, WhatsApp, social, voice and the help centre are in the same workspace and the same queue.
Was beim Umzug bleibt
Der Import aus Freshdesk ist eingebaut. Er liest Ihr altes Konto nur und ändert dort nichts.
Kommt automatisch mit
- Products as brands, groups, and companies as organizations
- Agents with their roles and groups, and contacts
- Ticket fields, ticket forms and statuses
- SLA policies
- Canned responses as macros
- Tickets with their conversations
- Solution categories, folders and articles as your help centre
Von Hand nachbauen
- Freshdesk automations: the report lists each dispatch’r, supervisor and observer rule to rebuild as a trigger, automation or macro
The API key has to belong to an agent with the Account Administrator role, because Freshdesk keys carry that agent’s permissions and a lower role cannot read agents, roles, SLA policies and automations.
Wo Freshdesk stark ist
Freshdesk passt möglicherweise besser zu Ihnen, wenn Ihnen diese Punkte am wichtigsten sind. Ein fairer Vergleich sagt auch das:
- Eine breite Freshworks-Suite (CRM, ITSM) von einem Anbieter.
- Ein großer Marketplace und viele regionale Rechenzentren.
Listenpreise von Freshdesk
| Tarif | Jährliche Abrechnung | Monatliche Abrechnung |
|---|---|---|
| Growth | $19 | $23 |
| Pro | $55 | $66 |
| Enterprise | $89 | $107 |
Stand 2026-11-09, siehe freshworks.com/freshdesk/pricing für aktuelle Preise. USD, ohne Steuern.
- Die Preise oben sind die Freshdesk-Desk-Tarife. Freshworks verkauft zusätzlich das Omnichannel-Paket, inzwischen Freshdesk Omni, für $29, $79 und $119 pro Agent und Monat bei jährlicher Abrechnung ($35, $95 und $143 monatlich); Chat, Messaging und Telefonie liegen dort und nicht in den Desk-Tarifen. Freshdesk hat keinen kostenlosen Tarif, Freshworks betreibt aber ein separates Gratisprogramm für sehr kleine Teams.
Listenpreise von HelpFalcon
| Tarif | Jährliche Abrechnung | Monatliche Abrechnung |
|---|---|---|
| Free | $0 | $0 |
| Starter | $11 | $14 |
| Growth | $18 | $22 |
| Pro | $27 | $33 |
| Enterprise | $39 | nur jährlich |
Pro Agent und Monat, USD, ohne Steuern. Alle Tarifdetails.
Fragen zum Wechsel von Freshdesk
Why would a Freshdesk team move to HelpFalcon?
Usually for one of three reasons: the price per agent at the Pro level, AI that is in the plan instead of an add-on, or a Zendesk-compatible API because the team’s older internal scripts were written against Zendesk.
What comes over from Freshdesk?
Products as brands, groups, companies, agents with their roles, contacts, ticket fields, forms and statuses, SLA policies, canned responses as macros, tickets with their conversations, and solution articles as your help centre.
What has to be rebuilt by hand?
Freshdesk automations. The dry-run report lists every dispatch’r, supervisor and observer rule so you can rebuild it as a trigger, automation or macro, usually in an afternoon.
Can we keep working in Freshdesk during the move?
Yes. The import is read-only and supports delta syncs, so it reads only what changed since the last run. Teams run both side by side and go live one group at a time.
What is Freshdesk still better at?
A broad Freshworks suite from one vendor if you also need CRM or ITSM, a large marketplace, more regional data centres than our EU-only hosting, mature mobile apps and SDKs, and published SOC 2 and ISO 27001 reports.
Bereit, die Zendesk-Rechnung hinter sich zu lassen?
Starten Sie mit dem kostenlosen Tarif oder 14 Tagen Pro. Keine Karte, kein Verkaufsgespräch.
Zendesk ist eine Marke von Zendesk, Inc. Freshdesk sind Marken ihrer jeweiligen Inhaber. HelpFalcon ist weder mit Zendesk, Inc. noch mit einem anderen hier genannten Anbieter verbunden und wird von diesen weder unterstützt noch gesponsert. Produktnamen werden nur verwendet, um Kompatibilität zu beschreiben und öffentlich verfügbare Informationen zu vergleichen.