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
Comparison scorecard
Criterion-by-criterion results for Freshservice and LiveChat. Numeric bars appear only when both products have approved scores.
- Depends
Starting pricing
Published floor price and what that floor actually includes.
Freshservice researched starting price from $19/mo; LiveChat researched starting price from $19/mo. Better value depends on plan rungs and add-ons.
FreshserviceDependsLiveChatDepends - Depends
Free plan
Whether a usable free plan is published, and what it gates.
Freshservice does not research a free plan; LiveChat does not research a free plan.
FreshserviceDependsLiveChatDepends - Depends
Agent / licence minimum
Per-agent floors, conversation/ticket caps, and small-team billing traps.
Check agent minimum for Freshservice and LiveChat on current vendor packaging.
FreshserviceDependsLiveChatDepends - Freshservice
Ticketing depth
Queues, macros, assignment, and ticket workflow depth.
Stronger ticketing availability
FreshserviceStrongerLiveChatWeaker - LiveChat
Live chat
Website/in-app messenger, routing, and canned replies.
Stronger live chat availability
FreshserviceWeakerLiveChatStronger - Freshservice
Knowledge base
Help center, Docs, and customer self-service portals.
Stronger knowledge base availability
FreshserviceStrongerLiveChatWeaker - Tie
Omnichannel inbox
Email, chat, social, and messaging in one agent workspace.
Freshservice and LiveChat have the same researched availability on omnichannel inbox (Freshservice: limited; LiveChat: limited); shared inbox (Freshservice: supported; LiveChat: supported).
Freshservice6/10LiveChat7/10 - Freshservice
SLA & routing
SLA policies, skills-based routing, and escalation rules.
Stronger sla routing availability
FreshserviceStrongerLiveChatWeaker - Freshservice
Ecommerce helpdesk
Order, refund, and storefront context in the agent inbox.
Stronger ticketing availability
FreshserviceStrongerLiveChatWeaker - Tie
AI features
Useful AI for the primary job — not marketing fluff.
Freshservice and LiveChat are close on ai features (7/10 vs 7/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Freshservice7/10LiveChat7/10 - Tie
Integrations
Important third-party integrations.
Freshservice and LiveChat are close on integrations (8/10 vs 8/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Freshservice8/10LiveChat8/10
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