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Customer Support · head to head

Cresta vs Freshservice

Cresta logo

Cresta

Customer Support

Real-time AI coaching and autonomous agents that sit on top of an existing contact centre platform

From
On request
Rated
-
Full reviewWebsite
Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Cresta cresta depends on the CCaaS platforms it integrates with, and NICE, Genesys and Five9 are all shipping native real-time assist and auto-QA of their own, so at renewal you may be paying twice for capability your platform vendor will bundle at a discount.; 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: Cresta covers Real-time agent assist, Freshservice covers Incident management.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Cresta and Freshservice actually diverge.

Attributes where Cresta and Freshservice differ
AttributeCrestaFreshservice
Starting priceOn request$19/month
Pricing modelquotesubscription
PlatformsWeb, APIWeb, Ios, Android
FoundedUnknown2010

Identical on both: free tier (No), user rating (Not yet rated), category (Customer Support).

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 Cresta

  • Real-time agent assist
  • Autonomous AI Agent
  • Conversation intelligence
  • Automated quality management
  • Behavioural coaching
  • Knowledge surfacing
  • Multilingual deployment
  • Supervisor dashboards

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.

Cresta

  • A 1,500-seat telecommunications sales centre that wants conversion lift from live agent prompting without migrating off an incumbent Genesys deploymentnot Freshservice
  • An insurance contact centre replacing manual QA sampling of two per cent of calls with automated scoring of every call for regulatory evidencenot Freshservice
  • A retail support operation deploying autonomous voice agents on high-volume order status calls while keeping humans on complex claimsnot Freshservice
  • A contact centre director who needs to prove which specific agent behaviours drive outcome differences, rather than relying on post-call survey scoresnot Freshservice

Freshservice

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

Where each one falls short

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

Cresta

  • Cresta depends on the CCaaS platforms it integrates with, and NICE, Genesys and Five9 are all shipping native real-time assist and auto-QA of their own, so at renewal you may be paying twice for capability your platform vendor will bundle at a discount.
  • Pricing is not published and contracts are seat-based and annual at enterprise scale, which in practice means six-figure commitments and a procurement cycle measured in months rather than weeks.
  • Real-time guidance only pays back where conversation outcomes are measurable and repeatable, so support teams handling long, varied, low-volume cases rarely recover the licence cost.
  • Deploying real-time assist requires agents to accept on-screen prompting mid-call, and contact centres with strong union representation or experienced tenured agents frequently see adoption resistance that no amount of model quality fixes.
  • Automated quality scoring changes what agents are measured on, and organisations that switch from human QA without rewriting their evaluation rubric and appeals process create industrial-relations problems that surface months after go-live.

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

Cresta

On request
  • Cresta$undefined/year
    • AI Agent
    • Agent Assist
    • Conversation Intelligence

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 Cresta if

  • You need real-time agent assist.
  • You work on Web, API.
  • You also want autonomous ai agent.
Cresta 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 Cresta or Freshservice better?
Neither clearly leads. Cresta starts at On request and Freshservice at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Cresta or Freshservice?
Cresta starts at On request and Freshservice at $19/month.
Does Cresta or Freshservice run on more platforms?
Cresta runs on Web, API. Freshservice runs on Web, Ios, Android.
What is Cresta best used for?
Cresta is most often used for a 1,500-seat telecommunications sales centre that wants conversion lift from live agent prompting without migrating off an incumbent genesys deployment, an insurance contact centre replacing manual qa sampling of two per cent of calls with automated scoring of every call for regulatory evidence, a retail support operation deploying autonomous voice agents on high-volume order status calls while keeping humans on complex claims, a contact centre director who needs to prove which specific agent behaviours drive outcome differences, rather than relying on post-call survey scores. Of those, a 1,500-seat telecommunications sales centre that wants conversion lift from live agent prompting without migrating off an incumbent genesys deployment and an insurance contact centre replacing manual qa sampling of two per cent of calls with automated scoring of every call for regulatory evidence are not what Freshservice is typically brought in for.
What can Cresta do that Freshservice cannot?
Cresta covers Real-time agent assist, Autonomous AI Agent, Conversation intelligence, Automated quality management. Freshservice covers Incident management, Asset management, Change management, Knowledge base.

Answered from the vendors’ own pages

Cresta: Does Cresta replace my contact centre platform?

No. It is designed to sit on top of NICE, Genesys, Five9, Amazon Connect and similar platforms, which is why it is chosen where a full CCaaS migration is not feasible.

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
Cresta: What does it cost?

Cresta does not publish pricing. Contracts are seat-based and annual, and at the enterprise scale it sells into they are typically six figures per year.

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
Cresta: Is it viable for a contact centre under 100 seats?

Rarely. The commercial model, implementation effort and required outcome measurement all assume several hundred seats or more.

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
Cresta: Who owns Cresta?

It is an independent venture-backed company, having raised roughly 282 million USD in total including a 125 million USD Series D in November 2024 co-led by World Innovation Lab and the Qatar Investment Authority.

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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