Freshdesk vs Notion comparison

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Freshdesk

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Executive SummaryUpdated on Jan 27, 2025

Freshdesk and Notion compete in customer support and productivity tools. Freshdesk generally has an advantage with its ticketing system, integrations, and cloud-based operations suited for customer support, while Notion excels in flexibility and productivity for internal collaboration.

Features: Freshdesk offers a strong ticketing system with integrations, email and social media ticket handling, and automation for ticket assignments. Its cloud-based design enables efficient operation from any location. Notion provides flexibility in information organization, task management integration, and database functionalities, making it suitable for note-taking and project management with customizable options.

Room for Improvement: Freshdesk needs better customization options, reduced technical incidences, and more flexible integrations. Its interface could be lighter, with enhanced localization. Notion could enhance automation, mobile usability, and provide an integrated offline mode. Support experience is an area both products could enhance, though Freshdesk faces challenges with ticket workflows, while Notion users want improved tool integration and customization.

Ease of Deployment and Customer Service: Freshdesk supports both on-premises and cloud deployments but mainly operates in the cloud. Users find their support mostly responsive, although sometimes reliant on partners. Notion is focused on cloud deployment, offering flexibility but with mixed feedback on customer service efficiency. Freshdesk's structured support is more reliable for technical assistance.

Pricing and ROI: Freshdesk is noted for competitive pricing compared to rivals like Zendesk, offering various pricing tiers for different business sizes, with clear ROI reports due to enhanced operational efficiency. Notion offers affordable pricing plans, including a generous free tier. Its adaptable pricing structure is appealing, especially for individual users, with ROI gained through productivity improvements. Both provide good value, but Notion's pricing flexibility may attract smaller teams or personal use.

To learn more, read our detailed Freshdesk vs. Notion Report (Updated: July 2025).

Freshdesk vs. Notion

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Helped 864,155 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Freshdesk

Ranking in Knowledge Management Software

5th

Average Rating

8.2

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

Customer Experience Management (4th), Field Service Management (3rd), Help Desk Software (5th)

Notion

Ranking in Knowledge Management Software

2nd

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Project Management Software (10th), Document Automation Software (3rd)

Mindshare comparison

As of August 2025, in the Knowledge Management Software category, the mindshare of Freshdesk is 3.9%, down from 7.4% compared to the previous year. The mindshare of Notion is 13.8%, up from 4.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Knowledge Management Software

Featured Reviews

SujayRao

Senior Manager, Customer Value & Innovation at CoinDCX

Offers insights into team performance, with ready-made reports and GenAI features that assist in creating reports

Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs. Despite having third-party integration options, these features should be inherently available in the tool without additional expenses. Integration with social media and review platforms should be built-in.

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Iván Fanego

Founder at AppCritic

Creates customizable systems and improve team collaboration

Notion is a very flexible and customizable platform, allowing users to create whatever they need. The most impactful feature for project management is the ability to invite multiple client stakeholders without complication. Once I understand the basics, it's easy to use despite an initial learning curve. It also significantly improves team collaboration through customized views and visualizations of data.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It is very easy to make reports."

"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."

"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."

"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."

"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."

"Technical support is outstanding."

"Freshdesk's requirement for appending resolution details before allowing ticket closure ensures the automatic creation of a knowledge base."

"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."

More Freshdesk pros

"The initial setup is easy."

"Notion is a great tool for note-keeping and note-sharing."

"The product is easy to use and has good responsiveness."

"It is easy to use and very intuitive compared to Microsoft Project."

"It is easy to use, and I love its UI."

"Notion has a lot of integrations."

"Notion is a very flexible and customizable platform, allowing users to create whatever they need."

"We can install it on mobile phones, making it feasible to manage productivity."

More Notion pros

Cons

"I would like on-the-go translation,"

"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."

"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."

"I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well."

"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."

"The solution's inbound calls could be improved."

"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."

"The reporting, analysis modules and insights capabilities for this solution could be improved."

More Freshdesk cons

"The only problem I experience is that it often hangs."

"There are a lot of things, but one thing that is absolutely necessary is the mobile application."

"User management needs improvement. It's difficult to determine what information is private. It's a bit complicated for me."

"Notion's UI could be better."

"Adding more color options to the application would enhance its usability and flexibility, allowing users to better customize their content"

"The platform's documentation feature needs improvement."

"The only problem I experience is that it often hangs. I might find myself trying to load a new page, but I am unable to move from one page to another due to frequent hanging."

"If the internet or Notion's servers are down, I cannot access information. This is a big disadvantage."

More Notion cons

Pricing and Cost Advice

"The pricing is pretty manageable and acceptable."

"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

"It is costly."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

More Freshdesk pricing and cost advice

"The pricing structure is quite reasonable, and the basic plan covers the most essential features."

"Notion offers a free plan that covers most functionalities. Clients are only prompted to upgrade if they require AI capabilities, priced at $10 for unlimited usage, or if they need to add team members, typically around $10 per member."

"The product is affordable compared to other platforms."

"Notion is free to use."

"I pay around $100 per year."

"The product's pricing depends on the usage plans."

"The product has good pricing."

"It's pretty affordable."

More Notion pricing and cost advice

See which vendors are best for you

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Top Industries

By visitors reading reviews

Computer Software Company

24%

Manufacturing Company

Educational Organization

Government

Computer Software Company

14%

University

Comms Service Provider

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Freshdesk?

Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.

What needs improvement with Freshdesk?

More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.

What is your primary use case for Freshdesk?

My primary use cases with Freshdesk involve help desk software as well as additional functionalities tailored to our operations. For the industry that I'm working in, Freshdesk is used primarily fo...

What do you like most about Notion?

I like the high level of customization in Notion.

What is your experience regarding pricing and costs for Notion?

The licensing and setup cost for Notion is affordable for us as a small company.

What needs improvement with Notion?

The main problem with Notion is that it's not flexible enough for all of the use cases we intend to address. For instance, it is challenging to focus on a single KPI as it's mandatory to have a cha...

JIRA Service Management vs Freshdesk

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Compared 7% of the time

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AFFiNE vs Notion

Compared 26% of the time

Tana vs Notion

Compared 17% of the time

Zendesk vs Notion

Compared 12% of the time

Microsoft Project vs Notion

Compared 12% of the time

Wrike vs Notion

Compared 4% of the time

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Product Reports

Freshdesk

Download Freshdesk product report

Download Notion product report

Overview

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.

Freshdesk Features and Benefits

Some of the solution's top features and benefits include:

Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.

Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.

Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.

Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.

Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.

Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
Integration: Freshdesk’s open API can be used to integrate the solution with multiple third-party systems.

Comprehensive security: Freshdesk’s security features allow you to:
- Set custom access permissions for agents.
- Perform comprehensive audits of networks and systems.
- Secure your own support domain or vanity URL with custom SSL certificates.
- Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
- Set up SSO scripts for credential authentication.

Reviews from Real Users

Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

Freshworks

Notion is an all-in-one workspace that enables teams to collaborate, organize, and manage their work effectively. Its primary use case is to streamline project management, knowledge sharing, and task tracking. With its versatile functionality, Notion allows users to create and customize databases, wikis, and documents, making it a powerful tool for organizing information.

The most valuable functionality of Notion lies in its flexibility and ease of use. Users can create and link various types of content, such as text, images, files, and even embed external resources. This enables teams to centralize their work and collaborate seamlessly, eliminating the need for multiple tools. Notion's drag-and-drop interface and intuitive editing features make it accessible to users of all technical backgrounds.

Notion helps organizations by fostering transparency, improving productivity, and enhancing knowledge management. By providing a centralized platform for collaboration, teams can easily access and contribute to shared projects, reducing communication gaps and ensuring everyone is on the same page.

Notion's powerful search functionality and tagging system enable efficient information retrieval, making it easier to find and share knowledge within the organization.

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

Startups like Loom, Mixpanel, Blinkist, Adobe, Deel and Education facilities such as USC, Dartmouth and The University of Chicago.

Freshdesk vs. Notion