The verdict
If your problem is answering customers, I'd pick Freshdesk. If your problem is that answers live in too many places, pick Document360. Many teams eventually run both, and Document360 lists Freshdesk among its connectors. For a small team, start with the helpdesk and use its built-in knowledge base until you have several writers and a real approval process. Pricing differs too. Freshdesk is charged per agent on Growth, Pro and Enterprise plans, with a 14-day trial on Enterprise. Document360 is quote-based from a questionnaire and a sales conversation, with a 14-day trial.
Side by side
| 10 points compared | ||
|---|---|---|
| Starts at | $19/mo | |
| Free plan | No | |
| API | Yes | Yes |
| MCP server | Yes | Yes |
| AI chatbot / agent | Yes | Yes |
| AI search & answers | Yes | Yes |
| Custom domain & branding | Yes | Yes |
| Help centre / knowledge base | Yes | Yes |
| Internal wiki | Yes | Yes |
| Public help centre | Yes | Yes |
| Links |
Plans and pricing
Document360
Pricing not in our catalogue yet.
Freshdesk by Freshworks
- Growth$228/yr/seat
- Pro$660/yr/seat
- Enterprise$1,068/yr/seat
Who each is for
Choose Document360 if…
Pick Document360 if documentation is a real function in your company and you have more than one writer. The separate editor and reader sites, approval workflows and permissions matter at that size. It also suits teams with API docs or an internal wiki to govern. Expect a sales conversation, and ask which AI features and MCP access are in your quote. Clean your articles before you switch on the chatbot, because it repeats gaps in thin content. Skip it for a team with twenty articles, where a Notion page or your helpdesk's help centre will do.
Choose Freshdesk by Freshworks if…
Pick Freshdesk if support is a real function with several agents, and you want tickets with owners, statuses, SLAs and automation. It covers email, chat, phone and social channels and has a marketplace of more than a thousand integrations. Plan a few weeks to set it up properly, because fields, routing and SLAs need design, and test the AI agent on your own tickets before you rely on it. Skip it if you are a very small team that works well in a shared inbox. For that, a simpler tool such as Help Scout fits better.
Other options worth a look
Customer service platform that combines helpdesk ticketing, omnichannel support and AI-powered knowledge base capabilities.
Centralises customer support across email, chat, social and SMS for ecommerce stores with order-data integration.
Supports customers across email, chat and phone with a unified inbox and an AI resolution agent.
Meta's messaging app and API that lets businesses chat with customers on WhatsApp, from small shops to enterprises.