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Head-to-head · Shopify Help Desk Apps

Freshdesk vs Herodesk

  • Updated Oct 2026
  • Both researched from official sources
  • 4 checks side by side
Higher score Freshdesk #3 in Shopify Help Desk Apps 8.6/10 14-day trial Free trial✓ 0 of 3 features Visit Freshdesk
Herodesk #7 in Shopify Help Desk Apps 8.2/10 Free plan · 14-day trial Free planFree trial✓ 3 of 3 features Visit Herodesk

Freshdesk leads on 0 checks, Herodesk on 1, and 3 are even. Who comes out ahead on the 4 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.

Our verdict

  • Highest scoreFreshdesk · 8.6/10
  • Free planonly Herodesk
  • Free trialboth
  • Most featuresHerodesk · 3 of 3

Freshdesk scores higher on our rubric for shopify help desk apps: 8.6 against 8.2 out of 10; our editors rank them #3 and #7.

Herodesk offers free plan; Freshdesk doesn't.

Freshdesk is the better fit for teams prioritizing established ticketing and self-service. Herodesk is the better fit for small teams needing Shopify context and mobile support.

  • Freshdesk fits best

    Teams prioritizing established ticketing and self-service

  • Herodesk fits best

    Small teams needing Shopify context and mobile support

Advertiser disclosure: iTechGuides is reader-supported. Vendors can pay for top positions in our rankings and for a place on other products' pages, and we may earn a commission when you click some links. Bought places stand at the number bought; this page and our disclosure say so. Paying vendors may get a fuller, more detailed review from our editors, and that review can change their score. How we rank.

Side by side

Feature Freshdesk 8.6/10 Visit ↗ Herodesk 8.2/10 Visit ↗
At a glance
Editor score 8.6 8.2
Ranking #3 in Shopify Help Desk Apps #7 in Shopify Help Desk Apps
Best for Teams prioritizing established ticketing and self-service Small teams needing Shopify context and mobile support
Pricing model Paid Free plan + paid
Starting price $19/user/mo —
Free plan — ✓ (best)
Free trial 14 days 14 days
Free trial length 14 days · no card needed 14 days · no card needed
Deployment Cloud, Mobile Cloud, Mobile
Platforms Web, iOS, Android Web, iOS, Android
Support Email, Live chat, Phone, Tickets, Community, Docs Email, Docs
Compliance SOC 2, ISO 27001 GDPR, 2FA, SSO/SAML
Integrations 1,000+ integrations 35+ integrations
Built for Small business, Mid-market, Enterprise Small business, Mid-market
Features Freshdesk 0/3 · Herodesk 3/3
Shopify order context Not checked yet ✓ (best)
Knowledge base Not checked yet ✓ (best)
Mobile agent app Not checked yet ✓ (best)
Specs
Support channels Not checked yet Email, live chat, WhatsApp, Facebook Messenger, Instagram, phone
Automation features Not checked yet Rules, auto-replies, AI conversation sorting and translation, AI agent drafts and automated replies
Included agent seats Not checked yet Not checked yet
Our review
Pros
  • Combines shared inboxes, ticketing, SLAs, and automation.
  • Offers customer portals and knowledge base articles for self-service.
  • Shopify integration plus a REST API for support data and resources.
  • Shows Shopify customer and order details alongside support conversations
  • Combines inbox rules, auto-replies and a customer-facing help center
  • Mobile apps and AI translation and sorting support work beyond the desktop
Cons
  • Shopify-specific workflows are not a prominent part of its feature set.
  • Growth, Pro, and Enterprise are billed per agent, with annual pricing.
  • Advanced routing, custom objects, and audit logs require higher-tier plans.
  • Herodesk Free is limited to one user, one inbox and two channels
  • AI-agent packages are separate from helpdesk plans
  • Its paid tiers add capabilities progressively, so some tools require upgrades
Our verdict

Freshdesk is a customer support help desk for teams handling inquiries through ticketing and shared inboxes. It suits support teams that want established case management alongside self-service options, including a customer portal and…

Read the review →

Herodesk brings customer conversations from email, live chat, WhatsApp, Facebook and Instagram into a shared inbox, with Shopify customer and order details alongside each conversation. It is aimed at webshops, B2B companies and SaaS teams,…

Read the review →
  1. FreshdeskShopify Help Desk Apps 8.614-day trial
  2. HerodeskShopify Help Desk Apps 8.2Free plan · 14-day trial

Strengths and trade-offs

  • Freshdesk — where it wins

    • Combines shared inboxes, ticketing, SLAs, and automation.
    • Offers customer portals and knowledge base articles for self-service.
    • Shopify integration plus a REST API for support data and resources.

    Where it doesn't

    • Shopify-specific workflows are not a prominent part of its feature set.
    • Growth, Pro, and Enterprise are billed per agent, with annual pricing.
    • Advanced routing, custom objects, and audit logs require higher-tier plans.

  • Herodesk — where it wins

    • Shows Shopify customer and order details alongside support conversations
    • Combines inbox rules, auto-replies and a customer-facing help center
    • Mobile apps and AI translation and sorting support work beyond the desktop

    Where it doesn't

    • Herodesk Free is limited to one user, one inbox and two channels
    • AI-agent packages are separate from helpdesk plans
    • Its paid tiers add capabilities progressively, so some tools require upgrades

More comparisons

All shopify help desk apps comparisons → · Full ranking →

Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026

Last updated · How we research and update