Your support inbox is drowning you. Every morning brings hundreds of repetitive questions, frustrated customers waiting hours for responses, and agents burning out from the endless cycle of "What's my order status?" and "How do I reset my password?" Sound familiar? A recent report shows that more than half of all consumers feel increasingly stressed and exhausted when dealing with customer support.

The solution isn't hiring more people but choosing smarter software. While traditional platforms keep you trapped in the old ticketing model, innovative solutions like Freshdesk and Cue are rewriting the customer service rulebook.

Comparison table

Key differences and features table

Platform overview

Freshdesk

The platform provides robust ticket management, enabling teams to efficiently sort, assign, and resolve customer queries. Its AI-powered features, such as the Freddy AI Copilot, help agents by suggesting responses, analysing sentiment, and automating repetitive tasks. Freshdesk supports multiple communication channels, including email, phone, chat, and social media, all unified within a single workspace.

The platform offers automation capabilities, enabling businesses to establish workflows that minimise manual effort. Freshdesk’s analytics suite provides custom dashboards and operational insights, helping managers track key metrics and improve performance. Integration with over 100 third-party applications, including popular CRMs and communication tools, enhances workflow flexibility.

Freshdesk’s pricing follows a tiered model, starting at $15 per user per month, with advanced features and AI reserved for higher plans.

Cue

Cue redefines customer service software by placing AI-driven automation and multichannel support at the heart of its platform. Businesses using Cue benefit from instant, automated handling of over 80% of routine queries, freeing agents to focus on complex, high-value conversations. The platform's AI Agents operate 24/7, providing fast, accurate responses and ensuring customers never wait for support.

Cue's multichannel messaging covers WhatsApp, Messenger, and web chat, all managed from a unified dashboard. This approach guarantees every customer receives prompt attention, regardless of their chosen channel. The platform integrates seamlessly with everyday business tools such as HubSpot and Slack, keeping workflows connected and efficient.

• Flat-rate pricing for unlimited users with pay-per-resolution AI

• Real-time analytics on response times and customer satisfaction

• Customisable AI personalities and branded chat widgets

• Fast onboarding with minimal training required

Ease of use

Freshdesk

Many users describe the interface as easy to learn, especially for those new to customer service software.

Agents can manage tickets, assign tasks, and respond to customers without steep learning curves. The platform’s automation tools, such as canned responses and workflow rules, simplify repetitive tasks.

However, as teams grow or require advanced features, the interface can become more complex. Some users note that configuring integrations or custom workflows may require additional training or support.

Cue

The intuitive dashboard allows agents to manage conversations across WhatsApp, Messenger, and web chat from a single view. This unified approach reduces confusion and saves time.

Cue’s Live chat and AI Agents drive efficiency. Service reps experience less burnout and higher productivity, as the system removes repetitive tasks from their workload.

• Key advantages:

  • Minimal training required for new agents

  • Fast onboarding, even for large teams

  • Seamless transition between automated and live support

  • Customisable chat widgets that match brand identity

Automation & AI

Freshdesk

The Freshdesk platform includes AI-powered chatbots, sentiment analysis, and agent collision detection. These features help teams manage tickets efficiently and reduce unnecessary workload. Freshdesk’s automation capabilities extend to workflow rules and predictive insights, which support agents in responding faster and more accurately.

Cue

Cue's AI Agents automate routine queries across channels. Businesses benefit from no-code automation, which eliminates the need for scripting or technical expertise.

Cue's deep automation handles high volumes of enquiries without delay whilst maintaining the personal touch customers expect. The system automatically routes conversations to the right team or department, captures lead information directly into your CRM, and provides proactive messaging capabilities.

Ticketing

Freshdesk

Teams can use manual or automated rules to route tickets to the right agent or department. Freshdesk supports ticket tagging, status updates, and custom fields, which help teams track progress and maintain order.

Agents benefit from features such as collision detection, which prevents multiple agents from working on the same ticket. The platform also offers canned responses, time tracking, and SLA management. These tools help teams meet response targets and deliver consistent service.

Cue

Cue does not rely on traditional ticket queues. Instead, it uses AI Agents to handle routine queries instantly, routing only complex issues to human agents. This approach eliminates backlog and reduces response times to seconds.

Cue’s unified inbox brings together messages from WhatsApp, Messenger, web chat, and more. Agents see all conversations in one place, with clear context and history. The system automatically categorises and prioritises queries, ensuring urgent issues receive immediate attention. Smart routing directs each enquiry to the most suitable agent or team, based on skills or availability.

Key benefits of Cue’s ticketing approach include:

• Instant resolution: AI Agents resolve common questions without delay.

• No manual sorting: Automation removes the need for agents to triage tickets.

• Seamless escalation: Complex cases transfer smoothly to human agents, with full conversation history.

• Real-time analytics: Managers track resolution rates, response times, and customer satisfaction from a single dashboard.

Multichannel

Freshdesk

Freshdesk provides a broad multichannel support system. The platform allows businesses to connect with customers through several popular channels. Agents can manage emails, live chat, phone calls, social media, and messaging platforms from a single workspace. This flexibility helps teams respond to customers wherever they choose to reach out.

Freshdesk’s multichannel features suit organisations that want to centralise communication. The platform’s interface brings all conversations into one queue, reducing the risk of missed messages.

However, some advanced integrations and channel options may only become available on higher-tier plans.

Cue

Agents see every customer conversation in real time, regardless of the channel. This approach eliminates silos and ensures no message slips through the cracks.

Customers receive fast, accurate answers whether they message on WhatsApp, start a chat on a website, or use social media. Human agents step in only when needed, focusing on complex or high-value interactions. This seamless blend of automation and live support boosts agent productivity and customer satisfaction.

Key advantages of Cue’s multichannel solution include:

• Unified inbox: All channels managed from one place, reducing confusion.

• Instant automation: AI resolves common questions across every channel.

• Consistent experience: Customers enjoy the same high-quality support, no matter how they reach out.

• Effortless scaling: Businesses add new channels or locations without extra cost or complexity.

Analytics

Freshdesk

Freshdesk provides a comprehensive analytics suite that helps support teams track performance and identify trends. The platform offers custom dashboards, allowing managers to monitor ticket volumes, agent productivity, and customer satisfaction scores. Users can generate detailed reports on response times, resolution rates, and SLA compliance. These insights help teams spot bottlenecks and improve workflows.

Freshdesk’s analytics tools include:

• Pre-built and custom reports: Managers can access standard reports or build their own to suit specific needs.

• Trend analysis: The system highlights patterns in ticket types, peak hours, and agent workload.

• Customer satisfaction tracking: Surveys and feedback forms measure how customers rate their support experience.

• Export options: Teams can export data for further analysis in external tools.

However, advanced analytics features often require higher-tier plans. Some users find the reporting interface complex, especially when building custom dashboards. The platform’s analytics focus on historical data, which means teams may need to wait before acting on trends. While Freshdesk covers the essentials, it sometimes lacks the immediacy and depth that fast-moving businesses demand.

Cue

Cue sets a new benchmark for analytics in customer service software. The platform delivers real-time insights that empower teams to act quickly and optimise every interaction. Managers see data on response times, resolution rates, and customer satisfaction, all from a single, intuitive dashboard. Cue’s analytics go beyond surface-level metrics, offering deep visibility into every channel and touchpoint.

Key analytics features in Cue include:

• Live performance tracking: Teams monitor open rates, response speeds, and agent productivity as events unfold.

• Channel-specific insights: The system breaks down data by WhatsApp, Messenger, web chat, and more, helping managers allocate resources where they matter most.

• AI-driven recommendations: Cue highlights opportunities for automation, identifies common customer pain points, and suggests improvements.

Cue’s analytics inform and drive action. Managers can spot issues in real time and adjust workflows instantly. The platform’s clear, visual reports make it easy for teams to understand what works and where to improve.

Customisation

Freshdesk

Freshdesk offers a wide range of customisation options designed to suit businesses of all sizes, especially those with complex requirements. Users can tailor the platform to match their workflows and branding.

The system allows teams to create custom fields, automate ticket routing, and design unique workflows for different departments. Enterprises benefit from sandbox testing, which lets them experiment with configurations safely before deploying changes. Flexible API rate limits support high-volume integrations, enabling businesses to connect Freshdesk with other essential tools.

Freshdesk’s marketplace integration stands out. Companies can access hundreds of third-party applications, expanding the platform’s functionality to fit specific needs.

Cue

Cue takes customisation to a new level by focusing on simplicity, brand alignment, and agent empowerment. The platform enables businesses to personalise every aspect of customer interaction, from AI agent personalities to chat widget design. Teams can quickly adjust messaging workflows, ensuring that every conversation reflects the company’s tone and values.

Cue’s unified dashboard allows users to manage all channels in one place. This centralisation streamlines operations and ensures a consistent customer experience. The platform’s no-code automation tools let teams build and modify customer journeys without technical expertise. Businesses can set up proactive messaging, automated follow-ups, and tailored responses in minutes.

Key customisation features in Cue include:

• Custom AI personalities: Businesses define how AI agents speak and respond, matching brand voice.

• Branded chat widgets: Teams designs chat interfaces to align with company colours, logos, and style.

• Flexible workflows: Users create and adjust automation rules for routing, escalation, and follow-up.

• Real-time analytics: Managers monitor performance and tweak processes instantly for optimal results.

For companies that value brand consistency and rapid adaptation, Cue stands out as the superior solution. Its customisation features not only enhance agent productivity but also ensure every customer interaction feels unique and on-brand.

Security

Freshdesk

Freshdesk offers a familiar environment for support teams, but its approach to security and compliance remains basic. The platform provides standard protections such as encrypted data transmission and user authentication.

However, it does not explicitly list advanced security certifications or compliance with major international standards. Many businesses expect robust measures, especially when handling sensitive customer information. Freshdesk’s documentation highlights GDPR compliance and enterprise-grade security features.

Cue

Cue sets a higher standard for security, delivering enterprise-grade protection as a core feature. The platform’s architecture prioritises data privacy and ethical AI usage from the outset. Cue employs advanced encryption protocols for data in transit and at rest, ensuring that customer information remains confidential at every stage. The system’s design incorporates secure user authentication, access controls, and regular security audits.

Cue’s commitment to compliance extends beyond basic requirements. The platform supports businesses in regulated sectors, providing the confidence needed to handle sensitive data. While specific certifications are not listed, Cue’s enterprise-grade security framework meets the expectations of leading brands and high-growth organisations. The platform’s ethical AI standards further reinforce its reputation for responsible data handling.

Key security highlights with Cue include:

• End-to-end encryption for all communications

• Strict access controls and user permissions

• Regular security reviews and updates

• Ethical AI practices that protect customer privacy

Cue’s security-first approach empowers businesses to scale support operations without compromising on trust or compliance. Decision-makers gain the assurance that their data remains protected, even as customer volumes grow. For organisations where security is non-negotiable, Cue stands out as the clear choice.

Scalability

Freshdesk

Freshdesk appeals to organisations seeking a platform that grows with their business. The cloud-based structure removes the need for on-site infrastructure, making expansion straightforward. Teams can add users, channels, and features as their needs evolve.

Freshdesk’s scalability suits businesses that want to expand their support operations without major technical hurdles. The platform’s extensive integration options and AI features make it a practical choice for those who value adaptability. However, as teams grow, costs can rise due to per-agent pricing and the need for higher-tier plans to unlock advanced features.

Cue

Cue delivers a new standard for scalability, designed for businesses that expect rapid growth and high volumes of customer interactions. The platform’s architecture supports unlimited users at a flat rate, removing barriers to expansion. Cue’s AI Agents automate over 80% of routine queries, allowing support teams to handle surges in demand without increasing headcount.

• Leading brands such as Payflex, YourBusinessNumber, and Affinity Health have deployed Cue at scale.

• Payflex reduced cost per resolution and accelerated support times, freeing up their team for more complex tasks.

• YourBusinessNumber achieved an 80% reduction in manual workload by automating its customer journey.

• Affinity Health now serves over 17,000 unique members monthly via WhatsApp, saving 73% on operating expenses and avoiding the need for 23 extra call centre agents.

Integrations

Freshdesk

Freshdesk offers a broad integration ecosystem. The platform connects with over 100 third-party applications, including popular CRMs, marketing tools, and productivity suites. Teams can link Freshdesk to Salesforce, Slack, Shopify, and Mailchimp. The Freshdesk Marketplace provides access to a wide range of add-ons, allowing businesses to extend functionality as their needs evolve.

Cue

Cue delivers seamless integrations designed for speed and simplicity. The platform connects directly with essential business tools, ensuring that customer conversations, data, and workflows remain in sync. Cue’s integrations focus on messaging, CRM, and productivity platforms, including HubSpot, Slack, and WhatsApp Business.

Cue’s integrations require minimal setup, with no coding or technical expertise needed. The platform’s API enables further customisation for businesses with unique requirements. Cue’s approach ensures that every integration enhances agent productivity and customer experience.

Pricing comparison

Selecting the right customer service platform often comes down to cost and value. Freshdesk and Cue present two distinct pricing philosophies. Freshdesk uses a tiered, per-agent model, which can escalate as teams expand or require advanced features. Cue offers a flat-rate structure with unlimited users, plus a transparent pay-per-resolution fee for AI-powered queries. This approach ensures predictable costs and effortless scaling.

Get started with Cue

Why businesses choose Cue

Businesses searching for a future-ready customer service platform often select Cue for its unique blend of speed, flexibility, and innovation. Cue’s advanced AI-powered chatbots handle high volumes of customer queries without delay. Teams benefit from no-code automation, which means even non-technical users can set up and manage workflows with ease.

• AI-powered chatbots resolve routine queries, freeing agents for complex tasks.

• Multichannel support covers WhatsApp, Messenger, and webchat, all managed from a central inbox.

• Deep integrations with tools like HubSpot, Shopify, and Slack streamline operations and unify customer profiles.

• Advanced analytics and reporting provide clear visibility into support performance, enabling data-driven decisions.

• Transparent, cost-effective pricing removes hidden fees and supports effortless scaling.

Getting a demo with Cue

A tailored demo gives decision-makers a clear view of how Cue transforms customer service for their specific industry. During the session, a Cue expert demonstrates the platform’s AI automation, multichannel support, and analytics in action. The team answers questions and shows how Cue integrates with existing tools, ensuring a seamless transition.

Booking a demo is straightforward:

1. Visit cuedesk.com.

2. Select the demo request option.

3. Share your business info.

4. Schedule a session with a Cue expert.

The demo focuses on real use cases relevant to your sector. Attendees see how Cue’s AI agents resolve queries instantly, how the unified inbox streamlines conversations, and how analytics drive smarter decisions. The team provides actionable recommendations for optimising support operations. Book a free tailored demo to see Cue’s impact first-hand.

Frequently asked questions

How does pricing differ between Freshdesk and Cue?

Freshdesk uses per-agent, tiered pricing. Cue offers a flat monthly rate for unlimited users, plus pay-per-resolution for AI queries. Cue’s model provides predictable costs and effortless scaling.

Can Cue integrate with existing business tools?

Cue integrates with HubSpot, Slack, and WhatsApp Business. Freshdesk offers a wider marketplace, but Cue focuses on essential integrations for speed and simplicity. Teams deploy new channels in minutes.

Is Cue suitable for large enterprises?

Cue scales effortlessly for any business size. Leading brands trust Cue to handle high volumes and complex workflows. Unlimited users and AI automation support rapid growth without rising costs.

How quickly can teams onboard with Cue?

Teams are on board with Cue in hours, not days. The intuitive interface and minimal training requirements ensure agents start delivering value immediately. Freshdesk’s setup may require more time for complex configurations.