Freshchat vs Help Scout
Compare Freshchat and Help Scout 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
- ✓ Omnichannel inbox
- ✓ Integrations
Help Scout is better for
- ✓ Ticketing depth
- ✓ Knowledge base
- ✓ SLA & routing
- ✓ Ecommerce helpdesk
Tie
- • Free plan
- • Live chat
- • AI features
Choose Freshchat if: Freshworks customers wanting live chat as the primary purchase
Choose Help Scout if: SMB teams wanting email-first shared inbox support without enterprise complexity
Help Scout
SMB shared inbox and helpdesk — free for up to 5 users; Standard $25, Plus $45, Pro $75 user/mo annual.
Best for
- • SMB teams wanting email-first shared inbox support without enterprise complexity
- • Startups using the free 5-user tier
- • Buyers prioritizing ease of use over omnichannel breadth
Starting from $0.00/user/mo
Free plan available
Feature comparison
Grouped feature support from verified product research for Freshchat and Help Scout.
Capabilities
| Feature | Freshchat | Help Scout | Winner |
|---|---|---|---|
| Ticketing | Moderate | Strong | Help Scout |
| Shared inbox | Strong | Strong | Tie |
| Live chat | Strong | Strong | Tie |
| Knowledge base | Moderate | Strong | Help Scout |
| Omnichannel inbox | Strong | Moderate | Freshchat |
| SLA & routing | Limited | Strong | Help Scout |
| Macros & automation | Strong | Strong | Tie |
| Self-service portal | Moderate | Strong | Help Scout |
| CSAT / satisfaction surveys | Strong | Strong | Tie |
| Helpdesk reporting | Strong | Strong | Tie |
| Ecommerce helpdesk | Limited | Limited | Tie |
| ITSM / service desk | Limited | Limited | Tie |
| Chatbot / AI agent | Strong | Moderate | Freshchat |
| Agent copilot | Strong | Moderate | Freshchat |
| Phone support | Limited | Limited | Tie |
| Helpdesk integrations | Strong | Strong | Tie |
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