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Software · head to head

Freshservice vs Amazon Connect

Freshservice logo

Freshservice

Software

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Amazon Connect has a free tier, so it costs nothing to try first.
  • Each has a real cost: Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up; Amazon Connect telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call
  • They diverge on capability: Freshservice covers Incident management, Amazon Connect covers Voice.

Where they differ

Only the attributes on which Freshservice and Amazon Connect actually diverge.

Attributes where Freshservice and Amazon Connect differ
AttributeFreshserviceAmazon Connect
Starting price$19/monthFree
Pricing modelsubscriptionusage-based
Free tierNoYes
PlatformsWeb, Ios, AndroidWeb
Founded20102006

Identical on both: user rating (Not yet rated), category (Unknown).

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 Freshservice

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

Only in Amazon Connect

  • Voice
  • Chat
  • Tasks
  • ML-powered analytics
  • Contact Lens
  • Outbound campaigns
  • Forecasting
  • Salesforce

Both cover

  • SOC2
  • ISO27001
  • HIPAA
  • Web support

What people use each for

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

Freshservice

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

Amazon Connect

  • Cloud contact centre with no per-seat licencenot Freshservice
  • Voice, chat, email and SMS in one queuenot Freshservice
  • Conversational analytics and agent assistnot Freshservice
  • Outbound campaigns and automated contactnot Freshservice
  • Workforce scheduling for contact centre agentsnot Freshservice

Where each one falls short

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

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

Amazon Connect

  • Telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call
  • Every channel is metered individually: $0.010 per chat message, $0.080 per email and $0.014 per SMS
  • Rates vary by region and by third-party provider, so a published figure is indicative rather than final
  • Cost tracks contact volume, which makes forecasting hard for a queue with seasonal peaks

Pricing, plan by plan

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

Amazon Connect

Free
  • Pay-as-you-go$0.018/minute
    • Voice minutes
    • Free tier available
    • No upfront costs

Which should you pick?

Choose Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

Choose Amazon Connect if

  • You need voice.
  • You want to start without paying.
  • You also want chat.
Amazon Connect review

Questions people ask

Is Freshservice or Amazon Connect better?
Neither clearly leads. Freshservice starts at $19/month and Amazon Connect at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Amazon Connect?
Amazon Connect has a free tier; the other does not. Paid plans start at $19/month for Freshservice and Free for Amazon Connect.
Does Freshservice or Amazon Connect run on more platforms?
Freshservice runs on Web, Ios, Android. Amazon Connect runs on Web.
Can I use Amazon Connect for free?
Yes. Amazon Connect has a free tier, so you can try it without paying. Freshservice starts at $19/month.
What is Freshservice best used for?
Freshservice is most often used for it service management and internal help desk ticketing, asset management and change control for it teams. Of those, it service management and internal help desk ticketing and asset management and change control for it teams are not what Amazon Connect is typically brought in for.
What can Freshservice do that Amazon Connect cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Both handle SOC2, ISO27001, HIPAA, Web support.
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