# Freshdesk vs Deskpro for help desk software

Freshdesk and Deskpro are closely matched for core workflows. Both support email ticketing, shared inbox, knowledge base, customer portal, and slas. Deskpro has confirmed API access, gdpr compliance, live chat, and phone support.

## Key decision points

- Deskpro has confirmed API access; API access is not yet confirmed for Freshdesk.
- Deskpro has confirmed gdpr compliance; gdpr compliance is not yet confirmed for Freshdesk.
- Deskpro has confirmed live chat; live chat is not yet confirmed for Freshdesk.
- Deskpro has confirmed phone support; phone support is not yet confirmed for Freshdesk.

## Choose Deskpro if…

- Choose Deskpro if confirmed API access matters to you; this detail is not yet confirmed for Freshdesk.
- Choose Deskpro if confirmed gdpr compliance matters to you; this detail is not yet confirmed for Freshdesk.
- Choose Deskpro if confirmed live chat matters to you; this detail is not yet confirmed for Freshdesk.
- Choose Deskpro if confirmed phone support matters to you; this detail is not yet confirmed for Freshdesk.

## Features

| Feature | Freshdesk | Deskpro |
| --- | --- | --- |
| Email ticketing | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.deskpro.com/)) |
| Shared inbox | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.deskpro.com/)) |
| Live chat | Not confirmed | Yes (verified 4 September 2026; [source](https://www.deskpro.com/)) |
| Phone support | Not confirmed | Yes (verified 4 September 2026; [source](https://www.deskpro.com/)) |
| WhatsApp support | Not confirmed | Yes (verified 4 September 2026; [source](https://www.deskpro.com/pricing/private)) |
| Social media support | Not confirmed | Yes (verified 4 September 2026; [source](https://www.deskpro.com/pricing/private)) |
| Knowledge base | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.deskpro.com/features/help-center)) |
| Customer portal | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.deskpro.com/features/help-center)) |
| SLAs | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.deskpro.com/)) |
| Ticket routing | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.deskpro.com/)) |
| Automation | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.deskpro.com/)) |
| Macros | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.deskpro.com/)) |
| AI replies | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.deskpro.com/)) |
| AI ticket summaries | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.deskpro.com/)) |
| CSAT | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/)) | Yes (verified 4 September 2026; [source](https://www.deskpro.com/)) |
| Custom fields | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.deskpro.com/)) |
| Multiple brands | Not confirmed | Yes (verified 4 September 2026; [source](https://www.deskpro.com/)) |
| Multilingual support | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.deskpro.com/)) |

## Integrations

| Feature | Freshdesk | Deskpro |
| --- | --- | --- |
| Shopify integration | Not confirmed | Yes (verified 4 September 2026; [source](https://www.deskpro.com/features/integrations)) |
| CRM integrations | Not confirmed | Yes (verified 4 September 2026; [source](https://www.deskpro.com/features/integrations)) |

## Technical

| Feature | Freshdesk | Deskpro |
| --- | --- | --- |
| API | Not confirmed | Yes (verified 4 September 2026; [source](https://www.deskpro.com/features/integrations)) |
| Webhooks | Not confirmed | Yes (verified 4 September 2026; [source](https://www.deskpro.com/features/integrations)) |

## Platforms

| Feature | Freshdesk | Deskpro |
| --- | --- | --- |
| Mobile apps | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/)) | Yes (verified 4 September 2026; [source](https://www.deskpro.com/features/mobile)) |

## Security and compliance

| Feature | Freshdesk | Deskpro |
| --- | --- | --- |
| GDPR compliance | Not confirmed | Yes (verified 4 September 2026; [source](https://www.deskpro.com/pricing/cloud)) |

## Evidence

- **Freshdesk — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Ticketing Handle customer escalations with our award-winning ticketing system that enables intelligent prioritization, assignment, and tracking of tickets. ✓ ✓ ✓”
- **Deskpro — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/. Evidence: “Email, forms, voice, live chat, and more. Every conversation comes into Deskpro so your team works from one place.”
- **Freshdesk — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Shared inbox Boost team collaboration and simplify communications with a shared inbox for your support team to collaborate and respond to incoming emails. ✓ ✓ ✓”
- **Deskpro — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/. Evidence: “Omnichannel client inbox Full ticket visibility, multi-channel inbox, AI-assisted response, and reporting that’s simple for management.”
- **Deskpro — Live chat:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/. Evidence: “Live Chat and Voice Give your team more ways to engage so they can resolve problems faster.”
- **Deskpro — Phone support:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/. Evidence: “Email, forms, voice, live chat, and more. Every conversation comes into Deskpro so your team works from one place.”
- **Deskpro — WhatsApp support:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/pricing/private. Evidence: “WhatsApp Customers can send you messages via WhatsApp, these messages register as a ticket in the help desk.”
- **Deskpro — Social media support:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/pricing/private. Evidence: “Social Let customers interact with your brand page on Facebook and Instagram.”
- **Freshdesk — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Knowledge base Create knowledge base articles to help your customers find answers to their inquiries independently. ✓ ✓ ✓”
- **Deskpro — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/features/help-center. Evidence: “24/7 knowledge base software Allow customers to help themselves by offering them a library of resources.”
- **Freshdesk — Customer portal:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Customer portal Create a place for customers to submit tickets and self-serve information, powered by a robust knowledge base. ✓ ✓ ✓”
- **Deskpro — Customer portal:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/features/help-center. Evidence: “Ticket Management Customers can manage their tickets You can access your tickets from the Help Center; view lists of your tickets and notifications with ease.”
- **Freshdesk — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Multiple SLA policies Create multiple SLA policies to accomodate the expectations of different kind of customers and different agent shifts, products etc. ✓ ✓”
- **Deskpro — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/. Evidence: “SLA tracking”
- **Freshdesk — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Ticket dispatch Categorize, prioritze, and route tickets to the rights teams by creating your own business rules. ✓ ✓ ✓”
- **Deskpro — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/. Evidence: “smart ticket routing”
- **Freshdesk — Automation:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Automations Save time and effort by automating repetitive and important tasks like follow-ups, escalations, and other tasks. ✓ ✓ ✓”
- **Deskpro — Automation:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/. Evidence: “Automation Less manual work. More time for the tickets that matter. From agent-level shortcuts like snippets and macros, to organization-wide routing rules and escalation triggers, Deskpro automates the work that shouldn't be manual.”
- **Freshdesk — Macros:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Ticket templates Create templates with pre-filled information like subject, description and ticket properties and use them to quickly create tickets and/or send emails. ✓ ✓”
- **Deskpro — Macros:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/. Evidence: “From agent-level shortcuts like snippets and macros, to organization-wide routing rules and escalation triggers, Deskpro automates the work that shouldn't be manual.”
- **Freshdesk — AI replies:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Email AI Agent * Email AI Agent that engages in back-and-forth replies, responds with the right resolution, and captures feedback. ✓ ✓ ✓”
- **Deskpro — AI replies:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/. Evidence: “Deskpro AI drafts replies from your knowledge base, summarizes long ticket threads, and flags what needs attention.”
- **Freshdesk — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Summarization assistant * Catch up on long conversations in seconds with contextual summaries to respond with confidence. ✓ ✓”
- **Deskpro — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/. Evidence: “Deskpro AI drafts replies from your knowledge base, summarizes long ticket threads, and flags what needs attention.”
- **Freshdesk — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/. Evidence: “95%+ CSAT Understand what drives customer service performance with AI Insights that spot trends and uncover root causes.”
- **Deskpro — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/. Evidence: “CSAT”
- **Freshdesk — Custom fields:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Advanced custom fields Collect customer information unique to your business by creating custom fields for these details. ✓ ✓”
- **Deskpro — Custom fields:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/. Evidence: “Custom ticket fields, forms, and workflows mean you're not shaping your process around the software.”
- **Deskpro — Multiple brands:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/. Evidence: “Multi-brand support lets you run multiple teams or products from one instance.”
- **Freshdesk — Multilingual support:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Multilingual Help Desk Configure your helpdesk to work in multiple languages, so you can provide support in the languages your customers and agents speak. ✓ ✓”
- **Deskpro — Multilingual support:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/. Evidence: “And with support for over 30 languages, Deskpro works wherever your team is.”
- **Deskpro — Shopify integration:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/features/integrations. Evidence: “Shopify”
- **Deskpro — CRM integrations:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/features/integrations. Evidence: “HubSpot”
- **Deskpro — API:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/features/integrations. Evidence: “api API Read and write help desk data from external systems.”
- **Deskpro — Webhooks:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/features/integrations. Evidence: “webhook Webhooks Fire outbound actions automatically when things happen in the help desk; new ticket, status change, reply sent.”
- **Freshdesk — Mobile apps:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/. Evidence: “Mobile Apps”
- **Deskpro — Mobile apps:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/features/mobile. Evidence: “Mobile Apps Utilize the core agent functionality wherever you are, available on both Android and iOS.”
- **Deskpro — GDPR compliance:** Yes. Last verified 4 September 2026. Source: https://www.deskpro.com/pricing/cloud. Evidence: “GDPR DPA”