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Landing Platform vs Freshdesk: a helpdesk joined to CRM
Freshdesk is a capable helpdesk, priced per agent, with AI sessions and an AI copilot billed on top. Landing gives you the inbox, live chat and help centre on the same record as your CRM, projects, email and invoices, so support never works blind.
Landing suits you if
- Your support team keeps asking sales and finance for context
- You want a bug report to become project work in one click
- You'd rather AI didn't arrive as a per-session bill
Where the helpdesk ends.
The ticket is handled well. Everything around it lives somewhere else.
Context in other tabs
The client's contract, open project and unpaid invoice sit in three other tools, so every tricky ticket starts with a hunt.
AI by the session
The AI agent includes a set number of sessions, then bills per extra 100, and the copilot is a per-agent add-on.
A dead end for real work
A change request lands in the helpdesk, then someone re-types it into the project tool and hopes the two stay in step.
Landing Platform vs Freshdesk, line by line.
On tickets, chat and the help centre Landing is level with Freshdesk. The difference is what sits beside each ticket.
| Feature | Landing Platform |  Freshdesk |
|---|---|---|
| Shared inbox for email and chat | One queue, assigned by rule, every conversation owned and timedCore | Included |
| Help centre | Public, client-only or internal, each on your own domainCore | Knowledge base included |
| Macros and assignment rules | Saved replies and routing by ruleCore | Included |
| SLAs | First-reply and resolution targets by queue and customer, with breaches flagged before they happenGrowth | Multiple SLA policies from Pro |
| AI answers | Answers in your brand voice from your help centre, citing the articles, and hands over to a person. From a shared credit poolGrowth | Freddy AI Agent: sessions included, then billed per 100 |
| Customer history beside the ticket | Orders, deals, bookings, projects and past tickets on the same recordCore | Ticket and contact history |
| Ticket to project work | A ticket becomes a card on the delivery board in one click, linked backCore | Via integrations |
| CRM and pipeline | Built in, same recordCore | Sold separately |
| Email marketing | Campaigns and flows, which can hold a review request until the ticket is solvedCore | Not included |
| Invoices and a client portal | Clients raise tickets from the same portal as their projects and invoicesCore | Customer portal for tickets |
Plan tags show where a feature starts on Landing: Core, Growth or Scale. Freshdesk details reflect its publicly available plans as of 2026; check current details on its own site.
What it costs, side by side.
Freshdesk charges per agent, then bills AI sessions and the copilot on top. On Landing you pay for the people who answer, customers are free, and AI draws from the pool your seats fill.
Freshdesk, as it lists it
Freshdesk's plans, as listed on their site, September 2026, billed annually.
And still to buy separately: the CRM, email marketing, projects and invoicing.
a month on Landing, billed yearly, ex VAT
Includes the inbox, live chat, help centre, SLAs, AI answers (credits), CRM, email, projects, invoices and a client portal.
Work out your own priceExample team: six people who answer customers every day, four account handlers who pick up escalations and approve. Landing prices are in pounds; Freshdesk lists its prices in dollars, so we show both as published rather than converting. Credits for AI, SMS and lookups come from a shared pool each Builder adds to.
Switching is our job, not yours.
We move you over one tool a month, against success criteria we agree with you up front. You don't pay until we prove each one is ready.
We map your helpdesk
Show us your Freshdesk groups, SLAs, canned responses and solution articles. We agree what "ready" means before anything moves.
We move Freshdesk across
Tickets, contacts and companies come across with their history, articles are published to your help centre and canned responses become macros. We move your data as part of the switch.
You sign it off
Your team answers real tickets in Landing first. Billing starts only when it meets the criteria you set. Then we move the next tool.
But we already use Freshdesk.
Fair. Here are the questions teams ask us most when they're weighing it up.
Does Landing do everything our helpdesk does?
The everyday work, yes: one inbox for email and chat, macros, assignment rules, a searchable help centre and SLAs with breach alerts. What changes is the record behind the ticket, which also holds the deals, projects, orders and invoices.
How is AI charged on Landing?
There is no fee per session or per resolved conversation. AI answers draw on the shared credit pool your Builder seats fill, the same pool as the rest of your AI, and you can top up any time.
Can our help centre stay on our own domain?
Yes. Run a public help centre on your domain, a client-only one behind their portal login, and an internal one for the team.
Do our customers need logins?
No. Customers write in, chat and read articles as guests, and guests are free. Clients can log in to their portal to follow tickets if you want them to.
Onboarding a new client?
Get the free client onboarding checklist so support, delivery and billing start in step.
“We were running PR, social scheduling and the rest of our marketing across half a dozen tools that never talked. Now we plan, schedule and measure from a single screen.”
Answer the ticket with the whole account in view.
Thirty minutes on your own support setup. We'll show a ticket beside its client, project and invoices, and your price.