Comprehensive Comparison of Freshdesk vs Front

Freshdesk and Front are two leading customer support tools that offer a wide range of features designed to improve the efficiency and effectiveness of customer service teams. Both platforms provide robust solutions for managing customer interactions, automating workflows, and providing detailed analytics. In this comparison, we will evaluate the most important features, pricing, and unique aspects of Freshdesk and Front to help determine which tool is better suited for your business needs.

Feature	Freshdesk	Front
Pricing	Starts at $15/month/user (Growth) to custom pricing for Enterprise plan	$19/month/user (Starter) to $229/month/user (Premier)
Shared Inboxes	Available	Available
Live Chat	Available	Available
Knowledge Base	Available with various customization options	Available
AI Tools	Freddy AI (including chatbots and automation) available	AI chatbots and agent assistance (Growth plan and above)
Automated Workflows	Extensive automation options including ticket routing, SLAs, and scenario automation	Up to 20 rules in Growth, up to 200 rules in Scale
Team Collaboration	Shared ownership, parent-child ticketing, and linked tickets	Collaboration workflows, multiple team workspaces in Scale plan
E-mail Integration	Convert emails into tickets with tracking and management	Available with omnichannel inboxes
Custom Reports	Customizable reports, dashboards, and schedule reports	Available in Growth plan and above
Mobile Apps	Available	Available
File Transfer	Available	Available
Security & Compliance	Enterprise-grade security with custom SSL, IP restrictions, and identity management	SSO, SCIM, enterprise-level security in Scale and Premier plans
Onboarding Support	Available with support portal customization and training options	Premier onboarding, custom build hours in Premier plan
Third-Party Integrations	Wide range of integrations including Freshsales, Slack, and WhatsApp	Most third-party integrations available in Starter, CRM and Zapier integrations in Growth plan
Custom Permissions	Custom roles and permissions with role-based access control	Advanced user management with SSO and SCIM in Scale plan
Custom API Access	Available	Available in Scale and Premier plans
Customer Self-Service	Self-service portal, knowledge base, and forums with chatbot support	Knowledge base available, self-service features are less emphasized
Omnichannel Support	Support across email, phone, chat, social media, WhatsApp, and website	Omnichannel inboxes available for managing all channels

Freshdesk and Front both offer extensive features for customer support, but they cater to slightly different needs. Here are three standout features:

Automation Capabilities

Freshdesk excels in automation with its extensive options, including intelligent ticket assignment, scenario automation, and SLAs. Front also offers strong automation features, but Freshdesk's capabilities are more comprehensive and customizable.

Omnichannel Support

Freshdesk provides a more diverse range of omnichannel support, including phone, chat, social media, and WhatsApp, making it ideal for businesses that need to manage multiple customer communication channels from a single platform.

AI Tools

Both platforms offer AI-powered tools, but Freshdesk's Freddy AI provides a more integrated experience with its chatbot and automation features, which are available across different plans, making it a strong contender for businesses looking to leverage AI in customer support.