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
Pros & cons
A balanced look at where each product shines — and where it falls short.
Freshservice
Strengths in greenPros
- Stronger on ticketing depth
- Stronger on knowledge base
- Stronger on sla & routing
- Stronger on ecommerce helpdesk
Cons
- Trails on live chat
Best for
IT teams needing ITIL-style incidents, changes, and asset management
LiveChat
Trade-offs in redPros
- Stronger on live chat
Cons
- Trails on ticketing depth
- Trails on knowledge base
- Trails on sla & routing
Best for
Teams wanting mature live chat with Text ecosystem optionality
Choose if…
Choose Freshservice if
- IT teams needing ITIL-style incidents, changes, and asset management
- Employee service desk and internal support portals
- Freshworks customers wanting ITSM separate from Freshdesk
Choose LiveChat if
- 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
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