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Software · head to head

Acquire vs Freshservice

Acquire logo

Acquire

Software

Conversational customer engagement platform

From
$50/month
Rated
-
Full reviewWebsite
Freshservice logo

Freshservice

Software

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Acquire pricing is not published on any tier; Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • They diverge on capability: Acquire covers Live chat, Freshservice covers Incident management.

Where they differ

Only the attributes on which Acquire and Freshservice actually diverge.

Attributes where Acquire and Freshservice differ
AttributeAcquireFreshservice
Starting price$50/month$19/month
Founded20152010

Identical on both: pricing model (subscription), free tier (No), platforms (Web, Ios, Android), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Acquire

  • Live chat
  • Co-browsing
  • Video chat
  • AI chatbots
  • Screen sharing
  • Salesforce
  • Zendesk
  • HubSpot

Only in Freshservice

  • Incident management
  • Asset management
  • Change management
  • Automation
  • Reporting
  • Microsoft Teams
  • AWS
  • Azure

Both cover

  • Knowledge base
  • Slack
  • SOC2
  • GDPR
  • HIPAA
  • Web support
  • Ios support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Acquire

  • Live chat and messaging on a website or appnot Freshservice
  • Omnichannel support across chat, SMS, email and voicenot Freshservice
  • Video and cobrowsing sessions with customersnot Freshservice
  • Routing and SLAs across a support queuenot Freshservice
  • Call deflection from phone into digital channelsnot Freshservice

Freshservice

  • IT service management and internal help desk ticketingnot Acquire
  • Asset management and change control for IT teamsnot Acquire

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Acquire

  • Pricing is not published on any tier
  • Aimed at enterprise and mid-market support organisations rather than small teams

Freshservice

  • Change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • Every plan includes only 100 ITAM asset units, with more sold separately regardless of tier
  • Orchestration transactions are metered monthly, from 1,000 on Starter to 20,000 on Enterprise, with extra packs at $250 per 1,000
  • The Freddy AI copilot is a $29 per agent per month add on on top of Pro or Enterprise
  • Sandbox and audit logs are Enterprise only, which carries no published price

Pricing, plan by plan

Acquire

$50/month
  • Starter$50/month
    • Live chat
    • Basic co-browse
    • Canned responses
  • Professional$100/month
    • Everything in Starter
    • Video chat
    • Chatbots
  • Enterprise$undefined/month
    • Custom features
    • Dedicated support
    • SLA guarantee

Freshservice

$19/month
  • Starter$19/month
    • Incident management
    • Knowledge base
    • Self-service portal
  • Growth$49/month
    • Asset management
    • Approval workflows
    • SLA management
  • Pro$95/month
    • Problem management
    • Change management
    • Release management
  • Enterprise$119/month
    • Freddy AI
    • Audit logs
    • Custom SSL

Which should you pick?

Choose Acquire if

  • You need live chat.
  • You work on Web, Ios, Android.
  • You also want co-browsing.
Acquire review

Choose Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

Questions people ask

Is Acquire or Freshservice better?
Neither clearly leads. Acquire starts at $50/month and Freshservice at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Acquire or Freshservice?
Acquire starts at $50/month and Freshservice at $19/month.
Does Acquire or Freshservice run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
What is Acquire best used for?
Acquire is most often used for live chat and messaging on a website or app, omnichannel support across chat, sms, email and voice, video and cobrowsing sessions with customers, routing and slas across a support queue. Of those, live chat and messaging on a website or app and omnichannel support across chat, sms, email and voice are not what Freshservice is typically brought in for.
What can Acquire do that Freshservice cannot?
Acquire covers Live chat, Co-browsing, Video chat, AI chatbots. Freshservice covers Incident management, Asset management, Change management, Automation. Both handle Knowledge base, Slack, SOC2, GDPR.
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