Head to head
Freshdesk vs Heap
Both platforms are scored with the same methodology and the same category rubric. Nothing on this page is influenced by advertising.
52/100Higher score | 51/100 | |
|---|---|---|
| Category rank | #7 | #1 |
| Confidence | High confidence | High confidence |
| External Reputation | 87 | 85 |
| AI Authority | 19 | 12 |
| Web Authority | 31 | 49 |
| Expert Assessment | 63 | 53 |
| TOP10 User Score | — | — |
| Pricing | $19/agent/month, billed annually (Growth) · free tier: Free trial available ("Try it free" / "Start for free" on every plan); trial length not published. Page metadata mentions a "Free Program for 2 users" but no free plan appears in the live plan cards. | Not published · free tier: A "Start for free" entry point exists on the Contentsquare Heap page, but its limits are unverified |
| Pricing model | Subscription (per agent) with metered AI and automation add-ons | Custom |
| Best for | Small-to-mid support teams (roughly 10-500 agents), especially email-first operations, that want a full ticketing, portal and knowledge-base stack at a low entry price and want to pilot AI deflection without a separate AI contract. | Product or growth teams that want quantitative analytics plus qualitative session replay, heatmaps and surveys from one vendor, prefer autocapture over rigorous event schemas, and are comfortable buying into Contentsquare's wider experience-intelligence suite. |
| Avoid if | You need routing, multiple SLA policies or custom dashboards on a tight budget (they force you to $55/agent), you run high AI volumes where metered sessions plus the $29 copilot inflate real cost, you require a published monthly price or a permanent free tier, or you must see documented compliance certification before purchase. | You specifically wanted independent, engineering-first Heap, or you need published self-serve pricing you can budget against without talking to sales. |
| Markets | SMB, Mid-Market, Enterprise | Product teams, UX/design teams, eCommerce, Digital marketing, Enterprise |
| Founded | — | — |
| Headquarters | — | — |
A higher TOP SCORE means more of the evidence favours that platform on this methodology — it is not a recommendation, and it does not account for your specific requirements. Advertisers are never declared the winner of a comparison.