projectfacts Helpdesk vs Freshdesk
Last updated November 2026
Looking for a European alternative to Freshdesk? Here's how projectfacts Helpdesk compares, on EU hosting, GDPR and what it does.
Our pick for a European buyer: projectfacts Helpdesk. We weight data residency, GDPR and EU jurisdiction above everything else — that is the constraint this directory exists to solve.
What it is
Helpdesk module with CRM, project and billing integration
Cloud-based help desk software for customer support ticketing.
Headquarters
🇩🇪 DE
🇺🇸 US · 2010
EU data residency
Yes, for all customers
Available on some plansEU/EEA data residency is available but depends on the plan.
DSGVO / GDPR
Yes
Yes
Certifications
ISO 27001
ISO/IEC 27001:2022, ISO/IEC 27701:2019, SOC 3, SOC 2 Type II, SOC 1
Price from
€29/user/mo
$19/mo
Free plan
No
No
Open Source
No
No
Integrations
DATEV, Microsoft Teams, Microsoft 365, Bank connections (SEPA direct debit), CalDAV +8
Slack, Shopify, HubSpot, Gmail, Adobe Commerce
Where each one wins
projectfacts Helpdesk
Strengths
- +Responsive and competent vendor support
- +Integrated workflows linking projects, time tracking, CRM and billing
- +Clear day-to-day overview of projects, colleagues and tasks
- +Easy to use for daily operations
- +Quick setup and intuitive interface for helpdesk
- +Organized customer conversations and support request management
- +Improved response times and issue tracking
Limitations
- −Limited flexibility in reporting for complex BI needs
- −Fixed license packages may not suit very small teams
- −Process adjustments may be required to fit standard workflows
Freshdesk
Strengths
- +Intuitive interface for support teams
- +Strong automation and AI features
- +Wide range of integrations
Limitations
- −Steep learning curve for advanced features
- −Pricing can become expensive for larger teams
- −Limited customization in lower-tier plans
Data residency & compliance
projectfacts Helpdesk
Freshdesk
EU data residency
Yes, for all customers
Available on some plansEU/EEA data residency is available but depends on the plan.
Transfer mechanism
Not required — data stays in the EU
Standard Contractual Clauses
Certifications
ISO 27001
ISO/IEC 27001:2022, ISO/IEC 27701:2019, SOC 3, SOC 2 Type II, SOC 1
Pricing
projectfacts Helpdesk
- All-modules license €29 per user / month, net, 1-year termIncludes all modules · No feature restrictions · Hosting from €10/month (additional)
- Free trial Free 14 daysNon-binding · Full feature access
Hosting and support packages are additional. Exact fees depend on chosen options.
Freshdesk
- Growth $19 per agent/month (billed annually)Ticketing across channels · Basic automation · Help desk reports
- Pro $55 per agent/month (billed annually)AI-assisted routing · Custom roles · Advanced analytics
- Enterprise $89 per agent/month (billed annually)Sandbox environment · Audit logs · Custom SLA policies
- Freshdesk Omni Growth $29 per agent/month (billed annually)Omnichannel support · AI-powered chatbots · Unified agent workspace
- Freshdesk Omni Pro $79 per agent/month (billed annually)Advanced automation · Custom reports · Team collaboration tools
- Freshdesk Omni Enterprise $119 per agent/month (billed annually)Enterprise-grade security · Advanced analytics · Dedicated account manager
Free plan available for up to 2 agents for 6 months; 14-day trial for new accounts. Monthly billing prices not published in the supplied sources.
Features
projectfacts Helpdesk
- Request intake and tracking
- Email, phone, or customer portal intake, Unique ticket ID for each request, Traceable history per ticket, One-click call-to-ticket conversion
- Ticket organization and assignment
- Group tickets by topic or department, Manage access and editing rights, Assign handlers by expertise, hierarchy, or capacity, Sort by status, priority, topic, or handler
- Workflow and escalations
- Rule-based escalation steps, Monitor response deadlines, Reassign tickets after inactivity, Move tickets between channels, levels, or departments
- Customer self-service and continuity
- Customer portal for ticket submission and tracking, Visibility of ticket status and activity, Team-wide ticket visibility to prevent oversight
- CRM, projects, and billing integration
- Access tickets from customer records, Link tickets to projects, Bill support time to customers
Freshdesk
- Ticketing and channels
- Multi-channel ticket management, Collision detection, SLA management, Ticket assignment and routing
- AI and automation
- Freddy AI Agent and Copilot, AI-assisted routing, Workflow automations
- Self-service and collaboration
- Customer knowledge base, Internal knowledge base, Multilingual help desk
- Analytics
- Help desk reports, Dashboards, Scheduled data exports
- Administration and security
- Roles and permissions, Audit logs, Sandbox environment