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CRM · head to head

Capsule CRM vs Freshservice

Capsule CRM logo

Capsule CRM

CRM

The customer relationship management CRM

From
Free
Free plan
Yes
Full reviewWebsite
Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Free plan
No
Full reviewWebsite

The short version

  • Only Capsule CRM has a free tier, so it costs nothing to try first.
  • Each has a real cost: Capsule CRM free plan caps at 250 contacts and a maximum of 2 users, with only 1 sales pipeline; Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Capsule CRM and Freshservice actually diverge.

Attributes where Capsule CRM and Freshservice differ
AttributeCapsule CRMFreshservice
Starting priceFree$19/month
Pricing modelfreemiumsubscription
Free tierYesNo
PlatformsWebWeb, Ios, Android
CategoryCRMCustomer Support
FoundedUnknown2010

Identical on both: 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 Capsule CRM

Nothing recorded that Freshservice does not also cover.

Only in Freshservice

  • Incident management
  • Asset management
  • Change management
  • Knowledge base
  • Automation
  • Reporting
  • Slack
  • Microsoft Teams

What people use each for

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

Capsule CRM

  • Centralizing customer data for salesnot Freshservice
  • Tracking sales pipeline and conversionnot Freshservice
  • Managing project delivery with kanban boardsnot Freshservice
  • Automating task workflows for teamsnot Freshservice

Freshservice

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

Where each one falls short

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

Capsule CRM

  • Free plan caps at 250 contacts and a maximum of 2 users, with only 1 sales pipeline
  • Starter plan, the cheapest paid tier, still caps at 30,000 contacts before requiring an upgrade to Growth (60,000) or Advanced (120,000)
  • Ultimate tier, aimed at teams of 5 or more users, has no published price and requires contacting sales
  • Marketing features are not included in any core plan; the Transpond marketing add-on costs an additional $11/month minimum on top of the CRM price

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

Capsule CRM

Free

No published plan breakdown. See the Capsule CRM review.

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 Capsule CRM if

  • You want to start without paying.
Capsule CRM 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 Capsule CRM or Freshservice better?
Neither clearly leads. Capsule CRM starts at Free and Freshservice at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Capsule CRM or Freshservice?
Capsule CRM has a free tier; the other does not. Paid plans start at Free for Capsule CRM and $19/month for Freshservice.
Does Capsule CRM or Freshservice run on more platforms?
Capsule CRM runs on Web. Freshservice runs on Web, Ios, Android.
Can I use Capsule CRM for free?
Yes. Capsule CRM has a free tier, so you can try it without paying. Freshservice starts at $19/month.
What is Capsule CRM best used for?
Capsule CRM is most often used for centralizing customer data for sales, tracking sales pipeline and conversion, managing project delivery with kanban boards, automating task workflows for teams. Of those, centralizing customer data for sales and tracking sales pipeline and conversion are not what Freshservice is typically brought in for.
What can Capsule CRM do that Freshservice cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base.

Answered from the vendors’ own pages

Capsule CRM: How much does Capsule CRM cost?

Capsule CRM pricing is per-user, per-month with annual billing discounts up to 15%. Specific dollar amounts are not published on the pricing page; contact sales for exact pricing for Starter, Growth, and Advanced plans.

Source
Freshservice: How much does Freshservice cost?

Freshservice is priced per agent per month on annual billing: Starter at $19, Growth at $49 and Pro at $99. Enterprise is quoted by sales. Freshworks states annual billing is 20% cheaper than monthly.

Source
Capsule CRM: Does Capsule CRM offer a free tier?

Yes, Capsule CRM offers a free plan for up to 2 users with 250 contacts, 5 custom fields, 1 sales pipeline, and basic features. A 14-day free trial with no card required is also available for paid plans.

Source
Freshservice: Does Freshservice have a free trial?

Yes. Freshworks states you get free unrestricted access to all features available in Freshservice for 14 days after sign up, plus 3 free Day Passes for occasional agents.

Source
Capsule CRM: What contact limit does each paid plan include?

Starter plan includes 30,000 contacts, Growth plan includes 60,000 contacts, Advanced plan includes 120,000 contacts, and Ultimate includes custom limits.

Source
Freshservice: Which Freshservice plan includes change management?

Problem management, change management, major incident management and release management all start on the Pro plan at $99 per agent per month. The Growth plan at $49 covers service catalog, SLA and on-call management.

Source
Capsule CRM: Are there add-on costs beyond the base plan?

Yes, Capsule CRM offers a Marketing Add-on starting at $11/month that includes email campaigns, social posting, and lead capture forms.

Source
Freshservice: How much does Freddy AI cost on Freshservice?

Freddy AI Copilot is an optional add-on at $29 per agent per month on the Pro plan. The Freddy AI Agent in its Classic form is included on the Enterprise plan.

Source
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