DevRev vs Freshdesk

by Gralio Feb 23, 2025

DevRev and Freshdesk offer different approaches to customer service. DevRev excels at connecting customer feedback to product development, while Freshdesk provides a broader, more affordable solution. DevRev is best for tech-focused companies, whereas Freshdesk suits businesses prioritizing a user-friendly and cost-effective customer service platform.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 5046 reviews and 60 websites, saving 1 day, 4 hours, 32 minutes of reading.

DevRev

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Freshdesk

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About

DevRev is a software platform designed for technology companies, particularly those offering Software as a Service (SaaS). It combines customer support tools with product development features, aiming to improve how companies understand and respond to customer needs. DevRev offers tools for managing customer interactions, tracking product issues, and planning development, all within a single platform. Its standout feature is its use of AI and data analysis to connect customer feedback directly with product development decisions. This helps companies build better software by bridging the gap between customer support and development teams.

Freshdesk is a customer service software designed for businesses of all sizes. It brings together all customer interactions - like emails, chats, and social media - into a single platform. Freshdesk helps automate tasks such as assigning tickets and offers helpful insights through reporting and analytics. Its focus on automation and user-friendly design aims to make customer service smoother and more efficient.

Summary

Main difference

DevRev is a product-centric platform ideal for tech companies, especially SaaS providers, looking to tightly integrate customer feedback with product development. Freshdesk is a more general customer service solution suitable for various businesses prioritizing ease of use and affordability.

Relative strengths of DevRev (compared to Freshdesk)

Strong integration with development tools like Jira and Slack, facilitating a direct link between customer issues and product development.
AI-powered insights and analytics for both customer support and product development, enabling data-driven decisions.
Modern and intuitive interface, generally considered a significant upgrade from traditional customer service platforms.

Relative weaknesses of DevRev (compared to Freshdesk)

Limited customization options compared to Freshdesk, particularly for user roles and account management.
Mobile app notifications could be more refined and user-friendly.
Pricing may be less competitive for smaller businesses compared to Freshdesk's free and lower-tier plans.

What companies are using DevRev and Freshdesk?

No data

Who should use DevRev VS. Freshdesk

DevRev is a unified customer support and product development platform designed for tech companies, especially SaaS providers. Users praise its modern interface, seamless integrations, and AI-driven insights. However, some find the Turing AI chatbot and UI polish lacking. It streamlines feedback loops to enhance customer satisfaction and product development.

Freshdesk is a user-friendly customer service software praised for its efficient ticket management and automation capabilities. It consolidates all customer interactions into a single platform. However, some users find the mobile app lacking and the pricing for additional agents high. Ideal for small to medium businesses seeking an affordable, easy-to-implement solution.

Ideal for small to enterprise-level technology companies, especially SaaS providers.
Best fit for technology companies, particularly SaaS providers.

Best for small to medium businesses seeking an affordable and user-friendly customer service solution.
A good fit for various industries, especially Software, IT & Telecommunications.

DevRev and Freshdesk features

Supported

Partially supported

Not supported

Type in the name of the feature or in your own words tell us what you need

Omnichannel Ticketing System

Supported

DevRev provides omnichannel ticketing, routing tickets based on various properties and automating workflows.

Supported

Freshdesk offers omnichannel ticketing, smart automations, and SLA management.
360-degree Customer View

Partially supported

DevRev provides a 360-degree view by integrating support tickets, incidents, and user sessions.

Partially supported

Freshdesk Omnichannel provides a 360-degree view of customer interactions, but not external data.
AI-powered Ticket Automation

Supported

DevRev uses AI to automate ticket assignment, categorization, prioritization, and resolution of simple queries.

Supported

Freshdesk uses Freddy AI to automate ticket assignment, categorization, prioritization, and suggests solutions.
Real-time dashboards

Supported

DevRev offers real-time dashboards to monitor key metrics, including ticket trends and agent performance.

Partially supported

Freshdesk partially supports real-time dashboards for monitoring key performance indicators such as current ticket volume, agent availability, and chat activity, but full customization and real-time capabilities may require integration with third-party tools.
Internal chat

Not supported

DevRev does not appear to offer internal chat, focusing instead on customer-facing communication.

Partially supported

Freshdesk does not natively support internal chat, but it can be achieved via integration with Freshchat.
Agent performance reporting

Partially supported

DevRev does not explicitly offer agent performance reports but has analytics tools that might be adapted for this purpose.

Partially supported

Freshdesk supports generating reports on individual agent performance, including metrics such as the number of tickets handled and response times, but it does not explicitly include customer satisfaction ratings in the described reports.

Qualities

Value and Pricing Transparency

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Customer Service

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Ease of Use

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Reliability and Performance

No data

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Ease of Implementation

No data

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Scalability

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DevRev and Freshdesk Pricing

No data

We couldn't find a pricing page for DevRev.

Freshdesk offers a tiered subscription pricing model based on the number of agents. They have a free plan for up to 2 agents. All paid plans are billed annually and come with a free trial. Add-ons include Freddy AI Agent, Freddy AI Copilot, and Freshcaller.

Plans

See full Pricing page

DevRev and Freshdesk review insights

Users love

Highly responsive and helpful customer support team.
Modern and intuitive interface, a significant upgrade from competitors like Zendesk.
Seamless integration with other tools and platforms.
Powerful AI-driven insights and analytics for customer support and product development.
Extensive customization options and a flexible API for tailoring the platform.

User-friendly interface praised for ease of use
Efficient ticket management system
Good automation and workflow capabilities
Excellent and responsive customer support

Users dislike

The Turing AI chatbot in-app needs improvement.
Some areas of the user interface still need polish.
Limited customization options for user titles and account merging.
Mobile app notifications could be more streamlined.
Python support is lacking in some areas.

The "auto-assign" feature has proven unreliable
The mobile app is lacking in functionality
Analytics could be more robust and user-friendly
Pricing for additional agents and some features is high

DevRev and Freshdesk Ratings

G2

4.5/5

(121)
TrustPilot

3.7/5

(1)
Glassdoor

4.7/5

(143)

G2

4.4/5

(2681)
Capterra

4.5/5

(2400)
Glassdoor

3.8/5

(2301)

Company health

Employee growth

61% increase in the last year

11% increase in the last year

Web traffic

12% decrease in the last quarter

No change in the last quarter

Financing

April 2024 - $151M

September 2019 - $484M

How does DevRev's AI-driven product development compare to Freshdesk's automation features?

DevRev's AI-driven approach goes beyond Freshdesk's automation by directly linking customer feedback to product development decisions. While Freshdesk uses AI for tasks like ticket automation and suggested solutions, DevRev's AI analyzes customer interactions to inform product development, creating a tighter loop between customer needs and product evolution. This makes DevRev more suited for companies prioritizing customer-centric product development, while Freshdesk focuses on streamlining customer service operations.

Which product better integrates customer feedback into the development workflow?

DevRev better integrates customer feedback into the development workflow. Its core design philosophy centers around connecting customer support interactions directly with product development decisions, using AI and data analysis to bridge the gap between these two teams. While Freshdesk offers robust customer service features, its focus is primarily on support and ticket management rather than directly influencing the product development roadmap.

What are the advantages of DevRev?

DevRev's advantage lies in its tight integration of customer support with product development, leveraging AI to connect customer feedback directly to product decisions. This is particularly beneficial for SaaS companies aiming to build better software by closing the gap between customer-facing teams and engineering. DevRev also offers a modern, intuitive interface and boasts strong integration capabilities with tools like Jira, Slack, and Salesforce.

What are the disadvantages of DevRev?

DevRev's AI chatbot, Turing, needs improvement according to user reviews. Some users find aspects of the user interface unpolished. Customization options for user titles and account merging are limited. The mobile app notifications could be more streamlined, and there's a lack of Python support in certain areas. While DevRev integrates with several tools, its relative newness means it may not have the breadth of integrations available in more established platforms.

Alternatives to DevRev and Freshdesk

Zendesk Support Suite

Zendesk Support Suite is a customer service software solution designed to help businesses of all sizes provide excellent customer support. It offers a range of tools, including messaging, live chat, AI-powered automation, and a self-service help center. It aims to improve agent productivity, personalize customer interactions across various channels (like social media and email), and streamline workflows to increase efficiency. Zendesk emphasizes data-driven decision-making and boasts a user-friendly interface that integrates with numerous other business applications.

ClickUp

ClickUp is a comprehensive work management platform designed to consolidate various work processes into one centralized location. It offers a wide array of features including task management, project planning, document collaboration, communication tools, goal setting, and automation options. ClickUp aims to enhance team collaboration, improve visibility across projects, and streamline workflows for increased productivity regardless of team size or industry.

Froged

Froged is a software platform designed specifically for businesses that sell software (SaaS). It helps these companies manage and improve their interactions with their customers. Froged provides tools to guide customers on how to use the software effectively, communicate with them through various channels like email and chat, and track how they are using the product. The goal is to help businesses keep their customers happy and using their software, ultimately increasing sales and reducing customer loss.

HubSpot Service Hub

HubSpot Service Hub is a customer service platform designed to help businesses manage customer interactions and improve satisfaction. It offers tools like a shared inbox, live chat, and automation to streamline support processes. The platform focuses on providing a unified view of the customer journey and uses AI to automate tasks and provide insights. HubSpot Service Hub aims to help businesses scale their customer service operations efficiently, leading to improved customer retention and business growth.

Confluence

Confluence is a collaborative workspace designed to streamline teamwork and knowledge sharing. It allows you to create, organize, and collaborate on documents, projects, and ideas in one central hub. This eliminates scattered information and keeps everyone on the same page. Confluence integrates with other tools and is highly customizable to adapt to various team needs, from product launches to marketing strategies.

Dixa

Dixa is a customer service software platform designed to help businesses manage customer interactions across various channels like phone, email, and social media. It provides a unified view of all conversations, customer history, and order information, enabling agents to deliver personalized support. Dixa offers automation features, real-time analytics, and quality assurance tools to streamline workflows and improve team performance. It's suitable for businesses of all sizes looking to enhance customer satisfaction and build stronger customer relationships.

Page co-authored by

Michal Kaczor

CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

Tymon Terlikiewicz

CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.

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