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
Comparison scorecard
Criterion-by-criterion results for Freshchat and Help Scout. Numeric bars appear only when both products have approved scores.
- Depends
Starting pricing
Published floor price and what that floor actually includes.
Freshchat researched starting price from $0/mo; a free plan is researched; Help Scout researched starting price from $0/mo; a free plan is researched. Better value depends on plan rungs and add-ons.
FreshchatDependsHelp ScoutDepends - Tie
Free plan
Whether a usable free plan is published, and what it gates.
Freshchat researches a free plan; Help Scout researches a free plan.
FreshchatTieHelp ScoutTie - Depends
Agent / licence minimum
Per-agent floors, conversation/ticket caps, and small-team billing traps.
Check agent minimum for Freshchat and Help Scout on current vendor packaging.
FreshchatDependsHelp ScoutDepends - Help Scout
Ticketing depth
Queues, macros, assignment, and ticket workflow depth.
Stronger ticketing availability
FreshchatWeakerHelp ScoutStronger - Tie
Live chat
Website/in-app messenger, routing, and canned replies.
Freshchat and Help Scout have the same researched availability on live chat (Freshchat: supported; Help Scout: supported); shared inbox (Freshchat: supported; Help Scout: supported).
FreshchatTieHelp ScoutTie - Help Scout
Knowledge base
Help center, Docs, and customer self-service portals.
Stronger knowledge base availability
FreshchatWeakerHelp ScoutStronger - Freshchat
Omnichannel inbox
Email, chat, social, and messaging in one agent workspace.
Stronger omnichannel inbox availability
Freshchat7/10Help Scout6/10 - Help Scout
SLA & routing
SLA policies, skills-based routing, and escalation rules.
Stronger sla routing availability
FreshchatWeakerHelp ScoutStronger - Help Scout
Ecommerce helpdesk
Order, refund, and storefront context in the agent inbox.
Stronger ticketing availability
FreshchatWeakerHelp ScoutStronger - Tie
AI features
Useful AI for the primary job — not marketing fluff.
Freshchat and Help Scout are close on ai features (7/10 vs 7/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Freshchat7/10Help Scout7/10 - Freshchat
Integrations
Important third-party integrations.
Freshchat leads on integrations (8/10 vs 7/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Freshchat8/10Help Scout7/10
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