Help Desk Software · reliability comparison
Freshdesk vs Kustomer: which is more reliable? (2026)
Kustomer is more reliable than Freshdesk, scoring 96.7 vs 61.8 out of 100. Over the last 90 days Freshdesk reported 19 incidents and Kustomer reported 3, with effective uptime of 99.42% and 99.99% respectively. Kustomer resolves incidents faster on average (23m).
Data updated Nov 1, 2026 · How we score
| Metric | Freshdesk | Kustomer |
|---|---|---|
| Reliability score | 61.8 | 96.7 |
| Rank (help desk platforms) | #11 | #3 |
| Uptime (90 days) | 99.42% | 99.99% |
| Incidents (90 days) | 19 | 3 |
| Partial / major outages | 1 | 0 |
| Avg time to resolve | 4h 22m | 23m |
| Outages we detected | 0 | 0 |
| Transparency score | 100/100 | 100/100 |
Where Freshdesk and Kustomer differ
- Freshdesk reported 6.3× as many incidents as Kustomer over the last 90 days (19 vs 3).
- Freshdesk had 1 partial or major outage, compared with 0 for Kustomer.
- Kustomer fixes problems faster: 23m on average, against 4h 22m for Freshdesk (11.5× quicker).
- Freshdesk's longest outage on record lasted 3d (Mar 2, 2026); Kustomer's lasted 1d 3h (Jan 27, 2026).
90-day uptime
Freshdesk
Kustomer
- No incidents
- Degraded
- Partial outage
- Major outage
- No data
Recent Freshdesk incidents
- Degraded performanceOct 30, 2026 · resolved in 10m
- Degraded performanceOct 28, 2026 · resolved in 1h 2m
- Degraded performanceOct 23, 2026 · resolved in 3h 10m
- Degraded performanceOct 19, 2026 · resolved in 1h 6m
- Degraded performanceOct 16, 2026 · resolved in 3h 18m
- Degraded performanceOct 15, 2026 · resolved in 2h 51m
Recent Kustomer incidents
- Degraded performanceSep 9, 2026 · resolved in 27m
[Kustomer Voice] Unable to Dial Outbound Calls - All PRODS
Affected: Kustomer Voice
- Degraded performanceSep 8, 2026 · resolved in 16m
kustomer.help Default Domain – Visibility Issue – ALL PRODs
Affected: CSAT, CSAT, CSAT, Knowledge base, Knowledge base, Knowledge base
- Degraded performanceAug 25, 2026 · resolved in 26m
Reported Third Party Event - [PubNub]
Affected: Channel - Chat, Notifications, Tracking, PubNub, Web Client
Other help desk platforms to consider
- Hiver · #1 · 99.99% uptime
- HubSpot Service Hub · #2 · 100% uptime
- Tidio · #4 · 99.98% uptime
- HappyFox · #5 · 100% uptime