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Customer Support · head to head

Freshdesk vs Insightly

Freshdesk logo

Freshdesk

Customer Support

Delight your customers, effortlessly

From
Free
Free plan
Yes
Full reviewWebsite
Insightly logo

Insightly

CRM

CRM & project management for any business

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Each has a real cost: Freshdesk growth tier lacks multilingual helpdesk and custom reporting dashboards; Insightly record counts are capped by plan, at 100,000 on Plus and 500,000 on Enterprise, so the database size decides the tier
  • They diverge on capability: Freshdesk covers Ticketing, Insightly covers Contact management.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshdesk and Insightly actually diverge.

Attributes where Freshdesk and Insightly differ
AttributeFreshdeskInsightly
PlatformsWebWeb, Ios, Android
CategoryCustomer SupportCRM

Identical on both: starting price (Free), pricing model (subscription), free tier (Yes), user rating (Not yet rated), founded (2010).

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 Freshdesk

  • Ticketing
  • Automation
  • Self-service
  • Team collaboration
  • Multi-channel support
  • SLA management
  • Mobile apps
  • Microsoft Teams

Only in Insightly

  • Contact management
  • Deal tracking
  • Project management
  • Task management
  • Email integration
  • Mobile app
  • Mailchimp
  • Zapier

Both cover

  • Reporting
  • Slack
  • SOC2
  • ISO27001
  • GDPR

What people use each for

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

Freshdesk

  • Help desk and ticketing systemnot Insightly
  • Customer support portal and knowledge basenot Insightly
  • Multi-channel support coordinationnot Insightly
  • AI-assisted support agent interactionnot Insightly

Insightly

  • CRM with project delivery tracking after the salenot Freshdesk
  • Managing leads, opportunities and customer projects in one record setnot Freshdesk

Where each one falls short

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

Freshdesk

  • Growth tier lacks multilingual helpdesk and custom reporting dashboards
  • Skill-based routing available only on Enterprise tier
  • Freddy AI Copilot requires separate £29/agent/month add-on on Pro and Enterprise plans
  • AI agent sessions charged beyond initial 500 sessions: £49 per additional 100 sessions
  • Day passes for non-agents vary by tier: £2 (Growth), £7 (Pro), £12 (Enterprise)

Insightly

  • Record counts are capped by plan, at 100,000 on Plus and 500,000 on Enterprise, so the database size decides the tier
  • Workflow automation requires the Professional plan at $49 per user per month
  • AI Copilot is metered by query, at 75 on Plus and 100 on Professional
  • Mass email is capped daily, at 2,500 on Plus and 10,000 on Enterprise
  • CRM, Marketing and Service are sold as three separate products, and Marketing is priced per account by prospect count starting at $99 for 2,000
  • Sandboxes and audit logging are Enterprise only at $99 per user per month

Pricing, plan by plan

Freshdesk

Free
  • Growth$19/month per agent
    • Basic ticketing, shared inbox, customer portal
    • Freddy AI Agent (500 sessions included)
    • Billed annually, 20% discount vs. monthly
  • Pro$55/month per agent
    • Multilingual support, custom dashboards
    • Intelligent routing, multiple SLA policies
    • Billed annually, 20% discount vs. monthly
  • Enterprise$89/month per agent
    • Skill-based routing, audit logs, IP whitelisting
    • Freddy AI Insights
    • Billed annually, 20% discount vs. monthly

Insightly

Free
  • CRM Plus$29/user/month
    • lead and contact management
    • project management
    • advanced reports
  • CRM Professional$49/user/month
    • all Plus features
    • lead assignment/routing
    • workflow automation
  • CRM Enterprise$99/user/month
    • all Professional features
    • sandboxes
    • products/pricebooks/quotes

Which should you pick?

Choose Freshdesk if

  • You need ticketing.
  • You want to start without paying.
  • You also want automation.
Freshdesk review

Choose Insightly if

  • You need contact management.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want deal tracking.
Insightly review

Questions people ask

Is Freshdesk or Insightly better?
Neither clearly leads. Freshdesk starts at Free and Insightly at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshdesk or Insightly?
Freshdesk starts at Free and Insightly at Free.
Does Freshdesk or Insightly run on more platforms?
Freshdesk runs on Web. Insightly runs on Web, Ios, Android.
Can I use Freshdesk for free?
Both have a free tier, so you can try either at no cost before committing.
What is Freshdesk best used for?
Freshdesk is most often used for help desk and ticketing system, customer support portal and knowledge base, multi-channel support coordination, ai-assisted support agent interaction. Of those, help desk and ticketing system and customer support portal and knowledge base are not what Insightly is typically brought in for.
What can Freshdesk do that Insightly cannot?
Freshdesk covers Ticketing, Automation, Self-service, Team collaboration. Insightly covers Contact management, Deal tracking, Project management, Task management. Both handle Reporting, Slack, SOC2, ISO27001.

Answered from the vendors’ own pages

Freshdesk: What is Freshdesk's Growth plan pricing?

The Growth plan costs $19 per agent per month when billed annually and includes basic ticketing, shared inbox, customer portal, and 500 Freddy AI Agent sessions.

Source
Insightly: How much does Insightly CRM cost?

Insightly CRM plans are priced per user per month when billed annually: Plus at $29, Professional at $49 (the most popular option), and Enterprise at $99. All plans include a 14-day free trial that requires no credit card.

Source
Freshdesk: Does Freshdesk offer a free trial?

Freshdesk offers a 14-day free trial with full Enterprise plan access, allowing customers to test all features before committing.

Source
Insightly: Is there a free trial for Insightly?

Yes, Insightly offers a 14-day free trial across most products with no credit card required, allowing you to test CRM, Marketing Automation, Support & Ticketing, and AppConnect features.

Source
Freshdesk: What is the difference between Freshdesk plans?

Growth ($19/agent) provides basics; Pro ($55/agent) adds multilingual support and advanced routing; Enterprise ($89/agent) includes skill-based routing and audit logs. All prices are annual billing rates.

Source
Insightly: What record storage limits apply to Insightly CRM plans?

Insightly CRM Plus includes 100,000 records, Professional includes 250,000 records, and Enterprise includes 500,000 records. File storage increases from 10 GB on Plus to 100 GB on Professional and 250 GB on Enterprise.

Source
Freshdesk: What are Freshdesk's add-on costs?

Optional add-ons include Freddy AI Copilot at $29/agent/month, additional AI Agent sessions at $49 per 100 sessions, and day passes at $2-$12 per pass.

Source
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