Considering Freshdesk?
Freshdesk covers a lot of ground at accessible pricing. Here is where we differ.
When Freshdesk is the better choice
Freshdesk offers a broad feature set and a wide free tier, and Freshworks has a large support organisation behind it. If breadth of modules matters more to you than depth of AI guardrails, that is a fair trade.
Where we differ
Claims in the Kognit column are things you can hold us to. The right-hand column describes patterns across the category — not Freshdesk's current feature set, which changes and which you should verify with them directly.
Your knowledge base and connected data only. It will not invent a policy you never wrote down — an empty knowledge base produces escalations, never guesses.
Varies widely. Ask any vendor what happens when their AI has no answer: the useful ones escalate, the risky ones improvise.
Refunds, billing and cancellations always route to a human. Not configurable — the cost of an AI being wrong about a refund is asymmetric.
Often a tunable confidence setting, which means the guardrail is only as good as whoever last edited it.
An hourly cap on automated replies. If a knowledge article is wrong at 3am, twelve customers see it rather than four hundred.
Rate limits are usually about throughput, not about bounding the damage from a bad configuration.
Email, live chat, WhatsApp, Instagram and Messenger — one ticket shape, one SLA clock, one queue.
Most cover the main channels; check whether each is a first-class inbox or a bolt-on with its own rules.
Calculated in business minutes with your timezone, working hours and holidays. A ticket arriving 16:30 Friday on a 4-hour target is due Monday 11:30, not Friday 20:30.
Ask specifically whether out-of-hours arrivals manufacture breaches. Plenty of tools count wall-clock time.
Moving from Freshdesk
You do not cut over on a single day. Run both in parallel until you stop opening the old one.
- 1Forward your support address to Kognit alongside Freshdesk
- 2Import contacts and ticket history from your Freshworks account
- 3Move your solution articles into the AI knowledge base
- 4Run in parallel for a week with automation off
- 5Enable automation gradually
Common questions
Yes — tickets, contacts and tags. You will need an API key and your account domain. Automations and canned responses need rebuilding.
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