Freshchat vs Freshservice
Compare Freshchat and Freshservice on features, pricing, and buyer fit using the same researched criteria.
Freshchat
Freshworks live chat — free up to 10 agents; Growth $19, Pro $49, Enterprise $79 agent/mo annual.
Best for
- • Freshworks customers wanting live chat as the primary purchase
- • Teams needing free up-to-10-agents entry with clear upgrade path
- • Website and in-app messaging with bot deflection
Starting from $0.00/user/mo
Free plan available
VS
Our verdict
No universal winner. Choose based on which criteria matter most for your team.
Freshchat is better for
- ✓ Free plan
- ✓ Live chat
- ✓ Omnichannel inbox
Freshservice is better for
- ✓ Ticketing depth
- ✓ Knowledge base
- ✓ SLA & routing
- ✓ Ecommerce helpdesk
Tie
- • AI features
- • Integrations
Choose Freshchat if: Freshworks customers wanting live chat as the primary purchase
Choose Freshservice if: IT teams needing ITIL-style incidents, changes, and asset management
Freshservice
Freshworks ITSM service desk — Starter $19, Growth $49, Pro $99 agent/mo annual. ITSM landscape; no cross-cluster comparisons.
Best for
- • IT teams needing ITIL-style incidents, changes, and asset management
- • Employee service desk and internal support portals
- • Freshworks customers wanting ITSM separate from Freshdesk
Starting from $19.00/user/mo
No free plan
Feature comparison
Grouped feature support from verified product research for Freshchat and Freshservice.
Capabilities
| Feature | Freshchat | Freshservice | Winner |
|---|---|---|---|
| Ticketing | Moderate | Strong | Freshservice |
| Shared inbox | Strong | Strong | Tie |
| Live chat | Strong | Moderate | Freshchat |
| Knowledge base | Moderate | Strong | Freshservice |
| Omnichannel inbox | Strong | Moderate | Freshchat |
| SLA & routing | Limited | Strong | Freshservice |
| Macros & automation | Strong | Strong | Tie |
| Self-service portal | Moderate | Strong | Freshservice |
| CSAT / satisfaction surveys | Strong | Strong | Tie |
| Helpdesk reporting | Strong | Strong | Tie |
| Ecommerce helpdesk | Limited | Limited | Tie |
| ITSM / service desk | Limited | Strong | Freshservice |
| Chatbot / AI agent | Strong | Strong | Tie |
| Agent copilot | Strong | Strong | Tie |
| Phone support | Limited | Limited | Tie |
| Helpdesk integrations | Strong | Strong | Tie |
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