Freshdesk
Loom
| Feature | Freshdesk | Loom |
|---|---|---|
| Pricing | Free / from $15/mo | Free / from $12.5/mo |
| Free Plan | ✓ Yes | ✓ Yes |
| Rating | 4.4 / 5 | 4.5 / 5 |
| Best For | small-businesses, growing-teams, e-commerce, startups | remote-teams, developers, customer-success, managers, educators |
| Founded | 2010 | 2015 |
| Ticketing | ✓ | ✗ |
| Knowledge Base | ✓ | ✗ |
| Ai Automation | ✓ | ✗ |
| Sla Management | ✓ | ✗ |
| Team Collaboration | ✓ | ✗ |
| Multichannel | ✓ | ✗ |
| Analytics | ✓ | ✓ |
| Screen Recording | ✗ | ✓ |
| Video Messages | ✗ | ✓ |
| Transcription | ✗ | ✓ |
| Reactions | ✗ | ✓ |
| Video Editing | ✗ | ✓ |
✓ Freshdesk Pros
- Free tier with up to 2 agents
- Intuitive and easy to set up
- Freddy AI for ticket classification
- Gamification for support teams
✗ Freshdesk Cons
- Advanced features only on expensive plans
- Less customizable than Zendesk
- Reporting depth limited on lower tiers
✓ Loom Pros
- Instant async video communication
- Screen + webcam recording
- Auto-transcription and captions
- Slack and Notion integration
✗ Loom Cons
- 25-video limit on free plan
- 5-minute recording limit on free
- Requires good internet for fast uploads
The Verdict
Freshdesk is built for small businesses and growing teams, with a focus on ticketing and knowledge-base. Loom targets remote teams and developers and leads with screen-recording and video-messages.
Pricing is close: Loom starts at $12.5/mo versus $15/mo for Freshdesk — not a deciding factor on its own.
Both offer free plans, so you can test each with your real workflow before committing to a subscription.
Feature-wise, Freshdesk offers broader built-in capabilities (7 features vs 6), while Loom takes a more focused approach — which can mean a simpler, faster onboarding experience.
This is a genuinely close comparison. If you can, sign up for both free trials (where available) and run a one-week test with your actual team tasks before deciding.
