Freshservice vs LiveChat
Compare Freshservice and LiveChat on features, pricing, and buyer fit using the same researched criteria.
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
VS
Our verdict
No universal winner. Choose based on which criteria matter most for your team.
Freshservice is better for
- ✓ Ticketing depth
- ✓ Knowledge base
- ✓ SLA & routing
- ✓ Ecommerce helpdesk
LiveChat is better for
- ✓ Live chat
Tie
- • Omnichannel inbox
- • AI features
- • Integrations
Choose Freshservice if: IT teams needing ITIL-style incidents, changes, and asset management
Choose LiveChat if: Teams wanting mature live chat with Text ecosystem optionality
LiveChat
Established live chat from Text — Starter $19, Team $49, Business $79, Enterprise $52 per person/mo annual.
Best for
- • Teams wanting mature live chat with Text ecosystem optionality
- • SMB–mid-market website support with per-agent clarity
- • Buyers who may add ChatBot or HelpDesk from the same vendor
Starting from $19.00/user/mo
No free plan
Feature comparison
Grouped feature support from verified product research for Freshservice and LiveChat.
Capabilities
| Feature | Freshservice | LiveChat | Winner |
|---|---|---|---|
| Ticketing | Strong | Moderate | Freshservice |
| Shared inbox | Strong | Strong | Tie |
| Live chat | Moderate | Strong | LiveChat |
| Knowledge base | Strong | Moderate | Freshservice |
| Omnichannel inbox | Moderate | Moderate | Tie |
| SLA & routing | Strong | Limited | Freshservice |
| Macros & automation | Strong | Strong | Tie |
| Self-service portal | Strong | Moderate | Freshservice |
| CSAT / satisfaction surveys | Strong | Strong | Tie |
| Helpdesk reporting | Strong | Strong | Tie |
| Ecommerce helpdesk | Limited | Limited | Tie |
| ITSM / service desk | Strong | Limited | Freshservice |
| Chatbot / AI agent | Strong | Moderate | Freshservice |
| Agent copilot | Strong | Moderate | Freshservice |
| Phone support | Limited | Limited | Tie |
| Helpdesk integrations | Strong | Strong | Tie |
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