Softwr

Customer Support · head to head

Freshdesk vs Smartsupp

Freshdesk logo

Freshdesk

Customer Support

Delight your customers, effortlessly

From
Free
Free plan
Yes
Full reviewWebsite
Smartsupp logo

Smartsupp

Live Chat

Live chat with advanced visitor tracking and co-browsing

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; Smartsupp free tier limited to 25 conversations per month and 14-day history
  • They diverge on capability: Freshdesk covers Ticketing, Smartsupp covers Live chat messaging.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshdesk and Smartsupp actually diverge.

Attributes where Freshdesk and Smartsupp differ
AttributeFreshdeskSmartsupp
PlatformsWebWeb, Mobile app, IOS, Android
CategoryCustomer SupportLive Chat
Founded20102012

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 Smartsupp

  • Live chat messaging
  • Co-browsing
  • Visitor tracking
  • Heatmaps
  • Zapier
  • API
  • Web support
  • Mobile app support

Both cover

  • Slack
  • Shopify

What people use each for

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

Freshdesk

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

Smartsupp

  • Small teams wanting a bundled live chat and low-volume AI agent starting under $20/monthnot 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)

Smartsupp

  • Free tier limited to 25 conversations per month and 14-day history
  • Annual billing required for best pricing (up to 30% savings)
  • Operator limits scale with plan tier

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

Smartsupp

Free
  • FreeFree
    • 1 operator
    • 25 conversations per month
    • 14-day conversation history
  • Solo$17/month
    • 1 operator
    • Unlimited conversations
    • All channels including email
  • Plus$25/month
    • 3 operators
    • Unlimited conversations
    • Automation workflows
  • Expert$83/month
    • 5+ operators
    • Unlimited conversations
    • Premium support

Which should you pick?

Choose Freshdesk if

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

Choose Smartsupp if

  • You need live chat messaging.
  • You want to start without paying.
  • You work on Web, Mobile app, IOS, Android.
  • You also want co-browsing.
Smartsupp review

Questions people ask

Is Freshdesk or Smartsupp better?
Neither clearly leads. Freshdesk starts at Free and Smartsupp at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshdesk or Smartsupp?
Freshdesk starts at Free and Smartsupp at Free.
Does Freshdesk or Smartsupp run on more platforms?
Freshdesk runs on Web. Smartsupp 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 Smartsupp is typically brought in for.
What can Freshdesk do that Smartsupp cannot?
Freshdesk covers Ticketing, Automation, Self-service, Team collaboration. Smartsupp covers Live chat messaging, Co-browsing, Visitor tracking, Heatmaps. Both handle Slack, Shopify.

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
Smartsupp: How much does Smartsupp cost?

Smartsupp offers a free plan for up to 25 conversations monthly. Paid plans start at $17/month for Solo (annual: $204/year), $25/month for Plus, and $83/month for Expert. Enterprise plans start at $280/month with custom features and annual billing offers up to 30% savings.

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
Smartsupp: What is included in Smartsupp's free tier?

Smartsupp's free tier includes 1 operator, up to 25 conversations per month, 14-day conversation history, and basic channel support. All paid plans offer unlimited conversations and advanced features including AI-powered reply assists.

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
Smartsupp: What payment options and currencies does Smartsupp support?

Smartsupp accepts monthly or annual billing with annual subscriptions providing up to 30% savings. The platform supports multiple currencies including CZK, EUR, USD, and PLN. A 14-day free trial is available for paid plans with no credit card required initially.

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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