Software · head to head
Freshservice vs Freshworks Customer Service Suite
Freshworks Customer Service Suite
Software
Unified customer service powered by AI
- From
- Free
- Rated
- -
The short version
- Only Freshworks Customer Service Suite 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; Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams
- They diverge on capability: Freshservice covers Incident management, Freshworks Customer Service Suite covers Unified inbox.
Where they differ
Only the attributes on which Freshservice and Freshworks Customer Service Suite actually diverge.
| Attribute | Freshservice | Freshworks Customer Service Suite |
|---|---|---|
| Starting price | $19/month | Free |
| Pricing model | subscription | Unknown |
| Free tier | No | Yes |
| Platforms | Web, Ios, Android | Web, Mobile (iOS, Android) |
Identical on both: user rating (Not yet rated), category (Unknown), 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 Freshservice
- Incident management
- Asset management
- Change management
- Knowledge base
- Reporting
- AWS
- Azure
- G Suite
Only in Freshworks Customer Service Suite
- Unified inbox
- AI-powered chatbot
- Ticketing system
- Self-service portal
- Analytics
- Salesforce
- Shopify
- Zapier
Both cover
- Automation
- Slack
- Microsoft Teams
- SOC2
- ISO27001
- GDPR
- HIPAA
- Web support
- Ios support
- Android 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 Freshworks Customer Service Suite
- Asset management and change control for IT teamsnot Freshworks Customer Service Suite
Freshworks Customer Service Suite
- Customer supportnot Freshservice
- Help desknot Freshservice
- Self-servicenot 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
Freshworks Customer Service Suite
- Separate products for support, chat, and CRM create context fragmentation between teams
- Add-ons and renewal uplifts typically increase real costs 30-50% above published pricing
- Customization beyond default configurations requires significant training and consulting fees
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
Freshworks Customer Service Suite
FreeNo published plan breakdown. See the Freshworks Customer Service Suite review.
Which should you pick?
Choose Freshservice if
- You need incident management.
- You work on Web, Ios, Android.
- You also want asset management.
Choose Freshworks Customer Service Suite if
- You need unified inbox.
- You want to start without paying.
- You work on Web, Mobile (iOS, Android).
- You also want ai-powered chatbot.
Questions people ask
- Is Freshservice or Freshworks Customer Service Suite better?
- Neither clearly leads. Freshservice starts at $19/month and Freshworks Customer Service Suite at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Freshservice or Freshworks Customer Service Suite?
- Freshworks Customer Service Suite has a free tier; the other does not. Paid plans start at $19/month for Freshservice and Free for Freshworks Customer Service Suite.
- Does Freshservice or Freshworks Customer Service Suite run on more platforms?
- Freshservice runs on Web, Ios, Android. Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android).
- Can I use Freshworks Customer Service Suite for free?
- Yes. Freshworks Customer Service Suite 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 Freshworks Customer Service Suite is typically brought in for.
- What can Freshservice do that Freshworks Customer Service Suite cannot?
- Freshservice covers Incident management, Asset management, Change management, Knowledge base. Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. Both handle Automation, Slack, Microsoft Teams, SOC2.
Answered from the vendors’ own pages
Freshworks Customer Service Suite: What products are included in Freshworks Customer Service Suite?
The suite includes Freshdesk for support ticketing, Freshchat for live chat and messaging, and Freshsales for CRM. Pricing varies per product based on features and user count.
SourceFreshworks Customer Service Suite: Does Freshworks offer a free tier?
Yes. Freshdesk offers a free plan for 1-2 agents for 6 months. Paid plans start at $19/agent/month for Growth tier.
SourceFreshworks Customer Service Suite: Does Freshworks integrate with Slack?
Yes. Freshworks offers official Slack integration via the Freshdesk and Freshservice Slack apps, enabling ticket creation, notifications, and agent messaging directly in Slack.
Source