Freshdesk is a dedicated helpdesk priced per agent. Decuga is a flat-priced workspace with a service desk next to sprint boards and change management, so a ticket can become a linked task in the same account. Compared on cost, features and fit, with prices checked in October 2026.
Freshdesk is a dedicated customer support product with years of depth: shared inboxes, automations, a knowledge base and AI features, priced per agent. Decuga includes a service desk too, but its point is what sits beside it: sprint boards, a backlog, change management and documents, in one account with a flat price. If support is the whole job of the people using the tool, Freshdesk is a strong choice. If most tickets end as work for engineers, and you want the ticket, the fix and the release in one place, Decuga is built for that.
Freshdesk charges per agent per month, billed annually: Growth $19, Pro $55 and Enterprise $89 at the time of writing. Multiple SLA policies are listed on its Pro and Enterprise plans. Decuga charges per account and counts team members, not customers: the service desk, with tickets, intake forms, the customer portal and unlimited reporters, comes with Pro ($28 for up to 20 team members), and Business (from $57 for up to 50) adds SLA rules, company accounts and service desk analytics.
| Support agents | Freshdesk Growth | Freshdesk Pro | Decuga |
|---|---|---|---|
| 3 agents | $57 / month | $165 / month | $28 / month (Pro), or $57 with SLA rules (Business) |
| 5 agents | $95 / month | $275 / month | $57 / month (Business, with SLA rules) |
| 10 agents | $190 / month | $550 / month | $57 / month (Business) |
| 20 agents | $380 / month | $1,100 / month | $57 / month (Business) |
Not like for like
Competitor prices are taken from each vendor's public pricing page in October 2026 and are billed annually unless stated. They change, so confirm on the vendor's page before you decide. Decuga prices are monthly, flat per account. In Decuga, support agents count as team members together with everyone else on the account, so the limit (20 on Pro, 50 on Business) is shared with your developers and managers. Freshdesk's price buys a deeper helpdesk; Decuga's buys a wider workspace.
The two overlap on tickets, forms and email. They differ on what sits around the ticket and how it is priced.
| Area | Freshdesk | Decuga |
|---|---|---|
| Focus | Customer support: a dedicated helpdesk | Product delivery and support in one workspace |
| Pricing model | Per agent, per month | Flat per account, customers are free reporters |
| From ticket to engineering | Tasks can be created and linked to a ticket | A ticket links to a task on a sprint board, which can be linked from GitHub or GitLab branches and pull requests, and to a change request |
| Customer portal | Portal and knowledge base | Portal with request forms and ticket tracking; focused on submitting and following requests |
| SLAs | Multiple SLA policies on Pro and Enterprise | SLA rules and breach tracking on Business |
| Change control | Not its focus | Change requests with risk, rollback plan and multi-approver sign-off (Business) |
| Email as a support channel | Email-to-ticket, replies kept on the ticket, internal notes the customer never sees, ticket merging |
Choose Freshdesk when support is a department with its own agents, queues and channels. It is built around support work at scale, with a mature automation engine, a knowledge base that deflects tickets, and an ecosystem around it. If you answer customers across several channels, or run a large agent team whose work never touches a sprint board, a dedicated helpdesk is the right shape.
Choose Decuga when your support queue is mostly questions only engineers can answer, so the real work is the bug, the fix and the release. Support agents, developers and managers see the same ticket, the linked task and its change request. Internal notes keep investigation detail away from the customer, merging collapses duplicate reports, and an automation rule can act on ticket events. For a small company it also removes the second subscription and the second login.
There is no importer from Freshdesk today, but if you are on a paid plan you can ask us to add a migration from Freshdesk, and we will add it within a week. Even with one, plan a switch of new tickets first rather than relying on a migration of history alone. Create the intake form your customers will use, set up email so incoming messages become tickets (the service desk docs explain how), and run the two side by side for a few weeks. Teams that use Jira Service Management can import that project as service desk tickets. There is a one-week free trial of paid plans, no card needed.
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