# AdoptionLayer vs Freshdesk (Freshworks)

> Proactive guidance instead of reactive support

## Overview

Freshdesk by Freshworks is a helpdesk platform with the Freddy AI assistant. It offers a more affordable alternative to Zendesk with similar AI-powered support capabilities, but remains a text-based solution.

## Why teams choose AdoptionLayer

- Visual step-by-step guidance vs. text-only chat responses
- Users get help instantly without waiting for agent or bot
- GDPR compliant with zero cookies — privacy by design

## What Freshdesk (Freshworks) does well

- Most affordable helpdesk platform with AI features
- Good value for small to medium support teams
- Part of the larger Freshworks ecosystem

## Where Freshdesk (Freshworks) is limited

- Freddy AI is limited to text responses from knowledge base
- No visual guidance or screen interaction capabilities
- AI usage adds session-based costs once you go beyond the included allowance

## Pricing notes

- AdoptionLayer: From €39/month (Transparent pricing, cancel anytime)
- Freshdesk (Freshworks): Growth starts at $19/agent/month billed annually; Pro is $55/agent/month, and Freddy AI Agent includes 500 sessions then costs $49 per 100 sessions.

## Verdict

Freshdesk offers great value for traditional helpdesk needs. But if you want to reduce tickets at the source, AdoptionLayer's AI guides users visually through your app — preventing confusion before it becomes a support ticket. The two can work great together: AdoptionLayer for instant in-app help, Freshdesk for complex issues that need human attention.