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CRM · head to head

Bitrix24 vs Freshworks Customer Service Suite

Bitrix24 logo

Bitrix24

CRM

All-in-one CRM and business automation platform

From
Free
Free plan
Yes
Full reviewWebsite
Freshworks Customer Service Suite logo

Freshworks Customer Service Suite

Customer Support

Unified customer service powered by AI

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Each has a real cost: Bitrix24 enterprise pricing scales significantly ($399-7999/month); Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams
  • They diverge on capability: Bitrix24 covers Contact management, Freshworks Customer Service Suite covers Unified inbox.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Bitrix24 and Freshworks Customer Service Suite actually diverge.

Attributes where Bitrix24 and Freshworks Customer Service Suite differ
AttributeBitrix24Freshworks Customer Service Suite
Pricing modelsubscriptionUnknown
PlatformsWeb, Ios, AndroidWeb, Mobile (iOS, Android)
CategoryCRMCustomer Support
Founded20122010

Identical on both: starting price (Free), free tier (Yes), user rating (Not yet rated).

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 Bitrix24

  • Contact management
  • Sales pipeline
  • Service desk
  • Project management
  • Chat
  • Mobile app
  • Google Apps
  • Microsoft 365

Only in Freshworks Customer Service Suite

  • Unified inbox
  • AI-powered chatbot
  • Ticketing system
  • Self-service portal
  • Analytics
  • Microsoft Teams
  • Salesforce
  • Shopify

Both cover

  • Automation
  • Slack
  • Zapier
  • GDPR
  • Web support
  • Ios support
  • Android support

What people use each for

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

Bitrix24

  • CRM and sales managementnot Freshworks Customer Service Suite
  • Project management with Kanban/Ganttnot Freshworks Customer Service Suite
  • Team collaboration and chatnot Freshworks Customer Service Suite
  • E-commerce integrationnot Freshworks Customer Service Suite

Freshworks Customer Service Suite

  • Customer supportnot Bitrix24
  • Help desknot Bitrix24
  • Self-servicenot Bitrix24

Where each one falls short

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

Bitrix24

  • Enterprise pricing scales significantly ($399-7999/month)
  • Monthly billing costs 31% more than annual billing

Freshworks Customer Service Suite

  • Separate products for support, chat, and CRM create context fragmentation between teams
  • Add-ons and renewal uplifts typically increase real costs 30-50% above published pricing
  • Customization beyond default configurations requires significant training and consulting fees

Pricing, plan by plan

Bitrix24

Free
  • FreeFree
    • 1-2 users
    • 5GB storage
    • Basic CRM
  • Basic$49/month
    • 5 users
    • 24GB storage
    • Sales pipelines
  • Standard$99/month
    • 50 users
    • 100GB storage
    • Sales automation
  • Professional$199/month
    • 100 users
    • 1TB storage
    • AI-powered sales

Freshworks Customer Service Suite

Free

No published plan breakdown. See the Freshworks Customer Service Suite review.

Which should you pick?

Choose Bitrix24 if

  • You need contact management.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want sales pipeline.
Bitrix24 review

Choose Freshworks Customer Service Suite if

  • You need unified inbox.
  • You want to start without paying.
  • You work on Web, Mobile (iOS, Android).
  • You also want ai-powered chatbot.
Freshworks Customer Service Suite review

Questions people ask

Is Bitrix24 or Freshworks Customer Service Suite better?
Neither clearly leads. Bitrix24 starts at Free and Freshworks Customer Service Suite at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Bitrix24 or Freshworks Customer Service Suite?
Bitrix24 starts at Free and Freshworks Customer Service Suite at Free.
Does Bitrix24 or Freshworks Customer Service Suite run on more platforms?
Bitrix24 runs on Web, Ios, Android. Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android).
Can I use Bitrix24 for free?
Both have a free tier, so you can try either at no cost before committing.
What is Bitrix24 best used for?
Bitrix24 is most often used for crm and sales management, project management with kanban/gantt, team collaboration and chat, e-commerce integration. Of those, crm and sales management and project management with kanban/gantt are not what Freshworks Customer Service Suite is typically brought in for.
What can Bitrix24 do that Freshworks Customer Service Suite cannot?
Bitrix24 covers Contact management, Sales pipeline, Service desk, Project management. Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. Both handle Automation, Slack, Zapier, GDPR.

Answered from the vendors’ own pages

Bitrix24: How much does Bitrix24 cost?

Bitrix24 offers tiered pricing from free up to $7,999/month for Enterprise. Basic starts at $49/month (annual) or $69/month (monthly) for 5 users, Standard at $99-$144/month for 50 users, Professional at $199-$289/month for 100 users, and Enterprise at $399-7,999/month for up to 10,000 users with up to 30TB storage. Annual billing offers up to 31% savings versus monthly billing.

Source
Freshworks Customer Service Suite: What products are included in Freshworks Customer Service Suite?

The suite includes Freshdesk for support ticketing, Freshchat for live chat and messaging, and Freshsales for CRM. Pricing varies per product based on features and user count.

Source
Bitrix24: Is there a free version of Bitrix24?

Yes, Bitrix24 offers a free plan for 1-2 users with 5GB storage and basic features including CRM, Kanban/Gantt task management, shared calendars, chat, and video calls. No credit card is required.

Source
Freshworks Customer Service Suite: Does Freshworks offer a free tier?

Yes. Freshdesk offers a free plan for 1-2 agents for 6 months. Paid plans start at $19/agent/month for Growth tier.

Source
Bitrix24: What features does Bitrix24's Standard plan add over Basic?

The Standard plan at $99/month (annual) or $144/month (monthly) supports 50 users with 100GB storage and adds sales automation, unlimited leads, invoices, online payments, e-commerce capabilities, and unlimited projects beyond Basic plan features.

Source
Freshworks Customer Service Suite: Does Freshworks integrate with Slack?

Yes. Freshworks offers official Slack integration via the Freshdesk and Freshservice Slack apps, enabling ticket creation, notifications, and agent messaging directly in Slack.

Source
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