{
  "schemaVersion": 1,
  "id": "freshdesk-vs-help-scout",
  "products": [
    "freshdesk",
    "help-scout"
  ],
  "conclusion": "Freshdesk and Help Scout are closely matched for core workflows. Both support email ticketing, shared inbox, knowledge base, customer portal, and slas. Help Scout has confirmed free plan, API access, gdpr compliance, and live chat.",
  "decisionPoints": [
    {
      "path": "pricing.freeTier",
      "importance": 9,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed free plan; free plan is not yet confirmed for Freshdesk."
    },
    {
      "path": "technical.api",
      "importance": 8,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed API access; API access is not yet confirmed for Freshdesk."
    },
    {
      "path": "vertical.gdprCompliance",
      "importance": 8,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed gdpr compliance; gdpr compliance is not yet confirmed for Freshdesk."
    },
    {
      "path": "vertical.liveChat",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed live chat; live chat is not yet confirmed for Freshdesk."
    }
  ],
  "sharedStrengths": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "importance": 7
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "importance": 7
    },
    {
      "path": "vertical.knowledgeBase",
      "label": "Knowledge base",
      "importance": 7
    },
    {
      "path": "vertical.customerPortal",
      "label": "Customer portal",
      "importance": 7
    },
    {
      "path": "vertical.slas",
      "label": "SLAs",
      "importance": 7
    }
  ],
  "coverage": {
    "a": 50,
    "b": 93,
    "gap": 43
  },
  "facts": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Ticketing Handle customer escalations with our award-winning ticketing system that enables intelligent prioritization, assignment, and tracking of tickets. ✓ ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Email Manage customer emails as a team.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Shared inbox Boost team collaboration and simplify communications with a shared inbox for your support team to collaborate and respond to incoming emails. ✓ ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Shared Inbox Inboxes Collaborate on customer conversations in a shared workspace.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Live chat Offer live chat anywhere on your website or in-app.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.phoneSupport",
      "label": "Phone support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Phone/voice Make and receive phone calls, logged in Help Scout. Via integration",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.whatsappSupport",
      "label": "WhatsApp support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "WhatsApp Handle customer conversations through WhatsApp.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.socialMediaSupport",
      "label": "Social media support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Messenger Handle customer conversations through Facebook Messenger. Instagram Handle customer conversations through Instagram.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.knowledgeBase",
      "label": "Knowledge base",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Knowledge base Create knowledge base articles to help your customers find answers to their inquiries independently. ✓ ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Knowledge base Docs sites Build a searchable and branded help center or knowledge base.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customerPortal",
      "label": "Customer portal",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Customer portal Create a place for customers to submit tickets and self-serve information, powered by a robust knowledge base. ✓ ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Secure customer portal",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.slas",
      "label": "SLAs",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Multiple SLA policies Create multiple SLA policies to accomodate the expectations of different kind of customers and different agent shifts, products etc. ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Service Level Agreements (SLAs) Set and track response targets across conversations to keep work on schedule.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.ticketRouting",
      "label": "Ticket routing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Ticket dispatch Categorize, prioritze, and route tickets to the rights teams by creating your own business rules. ✓ ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Routing Automatically assign conversations evenly across your team to balance the workload.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.automation",
      "label": "Automation",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Automations Save time and effort by automating repetitive and important tasks like follow-ups, escalations, and other tasks. ✓ ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Automation Workflows Organize, assign, or reply to conversations automatically.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.macros",
      "label": "Macros",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "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. ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Saved replies Create a library of FAQ responses you can search and insert in 2 clicks.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.aiReplies",
      "label": "AI replies",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Email AI Agent * Email AI Agent that engages in back-and-forth replies, responds with the right resolution, and captures feedback. ✓ ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-50f7897ce63f29a7"
        ],
        "evidence": [
          {
            "sourceId": "ingest-50f7897ce63f29a7",
            "excerpt": "Draft accurate replies with a click Get a head start on any reply with unlimited AI drafting, backed by your sources.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.aiTicketSummaries",
      "label": "AI ticket summaries",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Summarization assistant * Catch up on long conversations in seconds with contextual summaries to respond with confidence. ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-50f7897ce63f29a7"
        ],
        "evidence": [
          {
            "sourceId": "ingest-50f7897ce63f29a7",
            "excerpt": "Summarize long threads Pull critical context from back-and-forth messages to keep conversations moving.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.collisionDetection",
      "label": "Collision detection",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "help-scout": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.csat",
      "label": "CSAT",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9e73d87cec206c65"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9e73d87cec206c65",
            "excerpt": "95%+ CSAT Understand what drives customer service performance with AI Insights that spot trends and uncover root causes.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Surveys, CSAT, NPS Collect survey responses and ratings anywhere on your website or in your app.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customFields",
      "label": "Custom fields",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Advanced custom fields Collect customer information unique to your business by creating custom fields for these details. ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Custom fields Track up to 10 custom data points on each conversation for use in reporting and workflows.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.multipleBrands",
      "label": "Multiple brands",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Multiple knowledge bases",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.multipleInboxes",
      "label": "Multiple inboxes",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Multiple Inboxes Give every department or product its own dedicated place for support.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.multilingualSupport",
      "label": "Multilingual support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Multilingual Help Desk Configure your helpdesk to work in multiple languages, so you can provide support in the languages your customers and agents speak. ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-50f7897ce63f29a7"
        ],
        "evidence": [
          {
            "sourceId": "ingest-50f7897ce63f29a7",
            "excerpt": "Does AI Answers support multiple languages? Yes, AI Answers can handle conversations in over 50 languages, including Spanish, French, and many others.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.shopifyIntegration",
      "label": "Shopify integration",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-daed35745a9a2cd3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-daed35745a9a2cd3",
            "excerpt": "Shopify",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.crmIntegrations",
      "label": "CRM integrations",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-daed35745a9a2cd3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-daed35745a9a2cd3",
            "excerpt": "Salesforce",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "technical.api",
      "label": "API",
      "group": "Technical",
      "importance": 8,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-daed35745a9a2cd3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-daed35745a9a2cd3",
            "excerpt": "Build with the Help Scout API Check out our developer docs to create your own apps and integrations.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "technical.webhooks",
      "label": "Webhooks",
      "group": "Technical",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
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        ],
        "evidence": [
          {
            "sourceId": "ingest-daed35745a9a2cd3",
            "excerpt": "Webhooks",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.mobileApps",
      "label": "Mobile apps",
      "group": "Platforms",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9e73d87cec206c65"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9e73d87cec206c65",
            "excerpt": "Mobile Apps",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-287b7366463c4e2a"
        ],
        "evidence": [
          {
            "sourceId": "ingest-287b7366463c4e2a",
            "excerpt": "Download the free Help Scout mobile app today.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.gdprCompliance",
      "label": "GDPR compliance",
      "group": "Security and compliance",
      "importance": 8,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-641859ad4b9fb452"
        ],
        "evidence": [
          {
            "sourceId": "ingest-641859ad4b9fb452",
            "excerpt": "Data Processing Amendment",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "pricing.freeTier",
      "label": "Free plan",
      "group": "Pricing",
      "importance": 9,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "The Free plan includes 5 users, 1 Inbox, and 1 Docs site.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "commercial.affiliateProgramme",
      "label": "Affiliate programme",
      "group": "Commercial",
      "importance": 3,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "help-scout": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    }
  ],
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      {
        "id": "ingest-5db17199476e8df8",
        "url": "https://www.freshworks.com/freshdesk/pricing/",
        "title": "Freshdesk Customer Support Software Pricing & Plans | Freshworks",
        "publisher": "Freshdesk",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      },
      {
        "id": "ingest-4581dd99e71a161b",
        "url": "https://www.freshworks.com/site-terms/",
        "title": "Refreshing Cloud Business Software | SaaS | Freshworks Inc.",
        "publisher": "Freshdesk",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      },
      {
        "id": "ingest-9e73d87cec206c65",
        "url": "https://www.freshworks.com/freshdesk/",
        "title": "AI-Powered Customer Service Software | Freshdesk | Freshworks",
        "publisher": "Freshdesk",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      }
    ],
    "help-scout": [
      {
        "id": "ingest-73cced5714c21282",
        "url": "https://www.helpscout.com/pricing/",
        "title": "Help Scout Pricing: Affordable Customer Support Software",
        "publisher": "Help Scout",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      },
      {
        "id": "ingest-a354cac7f8779f11",
        "url": "https://www.helpscout.com/",
        "title": "Help Scout: Intuitive & Affordable Customer Service Software",
        "publisher": "Help Scout",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      },
      {
        "id": "ingest-daed35745a9a2cd3",
        "url": "https://www.helpscout.com/help-desk-integration/",
        "title": "Help Scout Integrations: Connect Help Scout with 100+ Apps",
        "publisher": "Help Scout",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      },
      {
        "id": "ingest-50f7897ce63f29a7",
        "url": "https://www.helpscout.com/ai-features/",
        "title": "AI that helps on day one",
        "publisher": "Help Scout",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      },
      {
        "id": "ingest-641859ad4b9fb452",
        "url": "https://www.helpscout.com/company/legal/terms-of-service/",
        "title": "Terms of Service - Help Scout",
        "publisher": "Help Scout",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      },
      {
        "id": "ingest-287b7366463c4e2a",
        "url": "https://www.helpscout.com/mobile/",
        "title": "Download Help Scout for iOS & Android",
        "publisher": "Help Scout",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
      }
    ]
  }
}