Freshdesk vs Notion comparison

Read 15 Notion reviews

267 Views
180 Comparison Views

94% willing to recommend

Freshdesk

Comparison Buyer's Guide

Download the report

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: April 2025).

Download the complete report

Freshdesk vs. Notion

April 2025

Helped 851,491 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 (7th)

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 (11th), Document Automation Software (3rd)

Mindshare comparison

As of May 2025, in the Knowledge Management Software category, the mindshare of Freshdesk is 5.0%, down from 7.9% compared to the previous year. The mindshare of Notion is 12.4%, up from 3.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Knowledge Management Software

Featured Reviews

Alexey Timchenko

Senior Vice President Information Technology at TASC Towers

Incredibly user-friendly, flexible, and affordable

Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.

Read full review

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.

Read full review

Quotes from Members

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

Pros

"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 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."

"The organization that is possible with other departments is the solution's most valuable aspect."

"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."

"It generated reports for us, which helped us identify the status of requests and the aging of requests."

"Omnichannel is one of the most valuable features of the solution."

"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."

"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."

More Freshdesk pros

"The most valuable feature of the solution is its flexibility...The initial setup of Notion is easy."

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

"The product has a valuable feature for databases. It has a table and a calendar view and saves various documents in the system."

"Customer support is great, effective, and easy to reach."

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

"The ability to create and organize notes, plans, and technical content in a single platform is the product's most valuable feature."

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

"I like the high level of customization in Notion."

More Notion pros

Cons

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

"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."

"Technical support is not the best. It could be much, much better and offer better support to users."

"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."

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

"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."

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

"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."

More Freshdesk cons

"The platform's documentation feature needs improvement."

"The product could be integrated with external platforms."

"The linked view of database, along with the sharing and permission settings, are areas with shortcomings in the solution that need improvement."

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

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

"Notion has one big downside: the lack of an offline mode. If the internet or Notion's servers are down, I cannot access information. This is a big disadvantage."

"There could be an automation feature included in the product."

"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 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."

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

"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."

"The pricing is pretty manageable and acceptable."

"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."

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

More Freshdesk pricing and cost advice

"The product is affordable compared to other platforms."

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

"The product has good pricing."

"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."

"Notion is free to use."

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

"The solution's pricing can seem steep, especially when you work with a lot of people. If you are working on your own or for another business, the solution's price won't affect you much."

"It's pretty affordable."

More Notion pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which Knowledge Management Software solutions are best for your needs.

See recommendations

851,491 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

26%

Real Estate/Law Firm

Financial Services Firm

Manufacturing Company

Computer Software Company

18%

University

10%

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?

I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well. There's not a really good one for Jira, which we are also using.

What is your primary use case for Freshdesk?

I mainly use Freshdesk as a support system for our customers.

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

Comparisons

ServiceNow vs Freshdesk

Compared 18% of the time

Compared 15% of the time

Maven AGI vs Freshdesk

Compared 10% of the time

Spiceworks vs Freshdesk

Compared 7% of the time

Microsoft Dynamics CRM vs Freshdesk

Compared 7% of the time

More Freshdesk Competitors

AFFiNE vs Notion

Compared 30% of the time

Zendesk vs Notion

Compared 15% of the time

Microsoft Project vs Notion

Compared 13% of the time

Tana vs Notion

Compared 13% of the time

Zoho Projects vs Notion

Compared 12% of the time

More Notion Competitors

Product Reports

Download Freshdesk product report

Freshdesk

May 2025

Download Notion product report

May 2025

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.