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Customer Support · head to head

Freshdesk vs Pure Chat

Freshdesk logo

Freshdesk

Customer Support

Delight your customers, effortlessly

From
Free
Rated
-
Full reviewWebsite
Pure Chat logo

Pure Chat

Live Chat

Simple and affordable live chat for any business

From
Free
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Freshdesk growth tier lacks multilingual helpdesk and custom reporting dashboards; Pure Chat growth plan limited to 1 website and 100 SMS notifications
  • They diverge on capability: Freshdesk covers Ticketing, Pure Chat covers Live chat widget.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshdesk and Pure Chat actually diverge.

Attributes where Freshdesk and Pure Chat differ
AttributeFreshdeskPure Chat
PlatformsWebWeb, Mobile app, IOS, Android
CategoryCustomer SupportLive Chat
Founded20102011

Identical on both: starting price (Free), pricing model (subscription), 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 Freshdesk

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

Only in Pure Chat

  • Live chat widget
  • Visitor information
  • Chat transcripts
  • Department routing
  • HubSpot
  • Zapier
  • API
  • Web support

Both cover

  • Salesforce

What people use each for

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

Freshdesk

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

Pure Chat

  • Customer support chatnot Freshdesk
  • Website engagementnot Freshdesk
  • Lead capturenot Freshdesk
  • Sales chatnot 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)

Pure Chat

  • Growth plan limited to 1 website and 100 SMS notifications
  • Additional operators cost extra: $13-$15/month per operator depending on plan and billing
  • Growth plan has significantly lower limits than PRO

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

Pure Chat

Free
  • Growth$49/month
    • 4 users/operators
    • 1 website
    • 100 SMS notifications
  • Growth Annual$39/month
    • Annual billing saves 20% off monthly rate
  • PRO$99/month
    • 10 users/operators
    • Unlimited websites
    • 1,000 SMS notifications
  • PRO Annual$79/month
    • Annual billing saves 20% off monthly rate

Which should you pick?

Choose Freshdesk if

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

Choose Pure Chat if

  • You need live chat widget.
  • You want to start without paying.
  • You work on Web, Mobile app, IOS, Android.
  • You also want visitor information.
Pure Chat review

Questions people ask

Is Freshdesk or Pure Chat better?
Neither clearly leads. Freshdesk starts at Free and Pure Chat at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshdesk or Pure Chat?
Freshdesk starts at Free and Pure Chat at Free.
Does Freshdesk or Pure Chat run on more platforms?
Freshdesk runs on Web. Pure Chat runs on Web, Mobile app, 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 Pure Chat is typically brought in for.
What can Freshdesk do that Pure Chat cannot?
Freshdesk covers Ticketing, Automation, Self-service, Team collaboration. Pure Chat covers Live chat widget, Visitor information, Chat transcripts, Department routing. Both handle Salesforce.

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
Pure Chat: How much does PureChat cost?

PureChat's Growth plan costs $49/month (or $39/month annually) with 4 users and 1 website. The PRO plan is $99/month (or $79/month annually) with 10 users and unlimited websites.

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
Pure Chat: Does PureChat offer a free trial?

Yes, PureChat offers a free 30-day trial of the PRO plan to prospective customers.

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
Pure Chat: What is the difference between Growth and PRO plans?

Growth includes 4 users and 1 website with 100 SMS notifications per month. PRO includes 10 users, unlimited websites, and 1,000 SMS notifications. Additional operators can be added for $8-$15/month.

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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