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June 6, 2024
XX min read

Kustomer vs Freshdesk


When navigating the multitude of ticketing tools available today, it's essential to understand which platform best suits your business needs. Kustomer stands out as a customer service CRM platform designed to manage high support volumes and optimize customer experiences. Freshdesk, by Freshworks Inc., aims to delight customers with modern, intuitive software that streamlines customer support across various channels. This in-depth comparison will help you understand the strengths and weaknesses of both Kustomer and Freshdesk, aiding you in making an informed decision for your company’s ticketing needs.

Kustomer Overview

Kustomer is a pioneering CRM platform tailored for customer service, designed to manage high support volumes efficiently. It leverages optimization techniques to enhance every step of the customer service journey, ensuring seamless experiences.

Key Features

  • Omnichannel Support: Integrates with email, voice, chat, messaging, and social channels, providing a unified view of customer interactions.
  • Customer Timelines: Offers comprehensive customer timelines, enabling agents to see contextually rich information at a glance.
  • Powerful Automation: Features intelligent automation for tasks such as routing, prioritization, and follow-ups.
  • AI-Driven Insights: Harnesses AI to provide predictive insights and recommendations, enhancing decision-making.
  • Customizable Workflows: Allows businesses to tailor workflows to their specific service requirements.
  • Integrations: Seamlessly integrates with a multitude of third-party applications.

Freshdesk Overview

Freshdesk, a product of Freshworks Inc., is crafted to facilitate customer delight through streamlined and intuitive software. It converts inquiries from various channels into tickets and unifies the resolution process seamlessly.

Key Features

  • Omnichannel Ticketing: Converts requests from email, web, phone, chat, messaging, and social into tickets.
  • Automation and AI: Automates ticket assignment, prioritizes tickets, assists agents, and sends out canned responses to streamline support.
  • Team Collaboration: Enhances collaboration among support teams through shared ticket views and internal notes.
  • Third-Party Integrations: Allows integration with a wide array of third-party tools for enhanced functionality.
  • Predictive Support: Utilizes AI to deliver predictive support capabilities, anticipating issues before they arise.
  • Field Service Management: Extends support capability to field service teams, ensuring a unified customer service experience.
  • Reporting and Analytics: Offers comprehensive insights through robust reporting and analytics features.


Both Kustomer and Freshdesk are ticketing tools designed to elevate the efficiency and effectiveness of customer support operations. Here are their notable similarities:

  • Omnichannel Support: Both platforms support multiple communication channels, providing a single view for managing customer interactions.
  • Automation: Each tool excels in automating repetitive tasks such as ticket assignment and prioritization, enhancing agent productivity.
  • Integration Capabilities: They both integrate with a wide range of third-party applications, ensuring that they can fit seamlessly into existing workflows.
  • AI-Driven Features: Both offer AI capabilities to enhance predictive support and provide intelligent recommendations for agents.
  • Customer Insight Tools: They deliver rich contextual information about customers to support agents in resolving issues effectively.
  • Collaboration Tools: Each includes tools to foster better team collaboration and streamline the support process.


While Kustomer and Freshdesk share many similarities, they also have distinct features that set them apart:

  • Focus on CRM vs. Ticketing: Kustomer focuses more on being a comprehensive customer service CRM platform, whereas Freshdesk positions itself as a robust ticketing system with extensive support features.
  • Customer Timelines: Kustomer offers detailed customer timelines that provide in-depth historical views of customer interactions. Freshdesk focuses more on the efficiency of ticket resolution across channels.
  • Field Service Management: Freshdesk includes field service management capabilities, extending support beyond digital interactions to on-site services – a feature not present in Kustomer.
  • Customization Options: While both tools allow custom workflows, Kustomer provides more CRM-focused customization, whereas Freshdesk offers modular customization with strong automation capabilities.
  • Target Market: Kustomer tends to cater to businesses requiring in-depth CRM functionalities and robust support structures to handle high volumes, while Freshdesk appeals to businesses looking for a straightforward, adaptable ticketing tool with strong automation features.

Pros and Cons



  • Comprehensive omnichannel capabilities.
  • Robust customer timelines offering in-depth interaction history.
  • Intelligent automation for improved efficiency.
  • AI-driven insights for predictive customer service.
  • Extensive customization options to tailor workflows.
  • Seamless third-party integrations.


  • Higher upfront investment compared to some competitors.
  • Steeper learning curve due to its extensive feature set.
  • May offer more features than necessary for smaller businesses.



  • User-friendly and intuitive interface.
  • Strong automation and AI capabilities streamline support.
  • Effective omnichannel ticketing system.
  • Robust collaboration tools for effective team cooperation.
  • Field service management extends support capabilities.
  • Comprehensive reporting and analytics for business insights.


  • May require third-party integrations for full CRM functionalities.
  • Limited customization options compared to more CRM-focused platforms.
  • Can become costly with the addition of premium features.

Use Cases

Ideal scenarios for Kustomer:

  • High-Volume Support Environments: Businesses dealing with a large volume of support requests can benefit from Kustomer’s optimized workflows and automation.
  • Comprehensive Customer Insights: Ideal for companies needing in-depth customer timelines to provide contextually rich support.
  • Customized Workflows: Organizations that require tailored workflows to match complex customer service processes will find Kustomer’s customization capabilities advantageous.
  • AI-Driven Decision-Making: Businesses looking to leverage AI for predictive insights and recommendations to enhance support quality.

Ideal scenarios for Freshdesk:

  • Multichannel Support Needs: Companies needing a seamless ticketing system that handles requests from various channels efficiently.
  • Emphasis on Automation: Businesses that want to significantly streamline their support processes with strong automation features.
  • Field Service Management: Organizations that offer on-site services and need to integrate field service management with their support platform.
  • Collaboration-Driven Teams: Teams requiring robust collaboration tools for efficient ticket resolution.


Both Kustomer and Freshdesk offer a range of robust features designed to enhance customer support operations, though they each have distinct focuses. Kustomer excels as a comprehensive CRM platform, ideal for high-volume environments requiring in-depth customer insights and tailored workflows. Freshdesk, on the other hand, provides a user-friendly, intuitive ticketing system with strong automation and collaboration tools, making it a great choice for businesses seeking efficient omnichannel support.

When deciding between Kustomer and Freshdesk, consider your specific needs:

  • Choose Kustomer if you require deep CRM functionalities, comprehensive customer timelines, and extensive customization capabilities.
  • Opt for Freshdesk if you seek an intuitive ticketing system with powerful automation, collaboration tools, and additional field service management.

Evaluating your business requirements against the strengths of these platforms will guide you to the most suitable choice, ensuring enhanced efficiency and customer satisfaction in your support operations.

Key takeaways 🔑🥡🍕

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