Freshdesk is a popular SMB helpdesk but gates ITSM in a separate product (Freshservice) at a separate price. Maktab gives you both customer support and ITSM in one modular system — with full Arabic support.
The most common pain points reported by Freshdesk customers who switched to Maktab.
Freshdesk is for customer support. Freshservice is for ITSM. If your IT team and support team share tickets, you're paying for two systems — with no shared data model.
Freshdesk has multilingual support but RTL rendering is inconsistent. Arabic date formats, PDF exports, and email templates all require workarounds.
Freshdesk's Freddy AI features are gated behind Growth plan ($15/agent) and higher. AI email triage and bot builder are Pro/Enterprise only.
Freshdesk is cloud-only. No on-premise deployment for government, healthcare, or compliance-heavy organisations that cannot store data outside their jurisdiction.
Even the ITSM features in Freshdesk Free/Growth are basic — no Change Management, no CAB workflow, no Problem Management. These require Freshservice (separate pricing).
SAML SSO in Freshdesk requires Estate plan ($49/agent). SCIM provisioning requires Enterprise plan ($79/agent). Maktab includes both on all plans.
Key advantages Maktab delivers that Freshdesk cannot.
Our migration team can import your Freshdesk data and have your team up and running in Maktab in under 2 weeks — with zero downtime.
Book a 30-minute demo. We'll show you your most-used Freshdesk workflows running in Maktab — with Arabic support, ITSM modules, and AI triage.
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