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Customer Support · head to head

Freshservice vs Haptik

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Free plan
No
Full reviewWebsite
Haptik logo

Haptik

Live Chat

Conversational AI platform for customer engagement and support

From
On request
Free plan
No
Full reviewWebsite

The short version

  • 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; Haptik no pricing is published, and no tier, cost structure or minimum is disclosed
  • They diverge on capability: Freshservice covers Incident management, Haptik covers Conversational AI.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshservice and Haptik actually diverge.

Attributes where Freshservice and Haptik differ
AttributeFreshserviceHaptik
Starting price$19/monthOn request
PlatformsWeb, Ios, AndroidWeb, Mobile, Messaging apps, Voice
CategoryCustomer SupportLive Chat
Founded20102013

Identical on both: pricing model (subscription), free tier (No), 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 Freshservice

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

Only in Haptik

  • Conversational AI
  • Multi-channel support
  • Intent recognition
  • Analytics
  • WhatsApp
  • Facebook
  • API
  • Mobile support

Both cover

  • Slack
  • 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 Haptik
  • Asset management and change control for IT teamsnot Haptik

Haptik

  • Building conversational AI assistants for customer supportnot Freshservice
  • Automating customer conversations across messaging channelsnot 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

Haptik

  • No pricing is published, and no tier, cost structure or minimum is disclosed
  • The only routes to a figure are a demo request or an enterprise sales email

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

Haptik

On request
  • Starter$100/month
    • Basic chatbot
    • 1 channel
  • Professional$300/month
    • Advanced AI
    • Multi-channel
  • Enterprise$undefined/month
    • Custom solutions
    • Dedicated support

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 Haptik if

  • You need conversational ai.
  • You work on Web, Mobile, Messaging apps, Voice.
  • You also want multi-channel support.
Haptik review

Questions people ask

Is Freshservice or Haptik better?
Neither clearly leads. Freshservice starts at $19/month and Haptik at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Haptik?
Freshservice starts at $19/month and Haptik at On request.
Does Freshservice or Haptik run on more platforms?
Freshservice runs on Web, Ios, Android. Haptik runs on Web, Mobile, Messaging apps, Voice.
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 Haptik is typically brought in for.
What can Freshservice do that Haptik cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Haptik covers Conversational AI, Multi-channel support, Intent recognition, Analytics. Both handle Slack, Web support.

Answered from the vendors’ own pages

Freshservice: How much does Freshservice cost?

Freshservice is priced per agent per month on annual billing: Starter at $19, Growth at $49 and Pro at $99. Enterprise is quoted by sales. Freshworks states annual billing is 20% cheaper than monthly.

Source
Haptik: How much does Haptik cost?

Haptik does not publish pricing. The platform uses a custom enterprise pricing model requiring direct contact with sales.

Source
Freshservice: Does Freshservice have a free trial?

Yes. Freshworks states you get free unrestricted access to all features available in Freshservice for 14 days after sign up, plus 3 free Day Passes for occasional agents.

Source
Haptik: How can I get Haptik pricing?

Contact Haptik by requesting a demo or emailing [email protected] to receive personalized pricing based on deployment scale, features needed, and organizational requirements.

Source
Freshservice: Which Freshservice plan includes change management?

Problem management, change management, major incident management and release management all start on the Pro plan at $99 per agent per month. The Growth plan at $49 covers service catalog, SLA and on-call management.

Source
Freshservice: How much does Freddy AI cost on Freshservice?

Freddy AI Copilot is an optional add-on at $29 per agent per month on the Pro plan. The Freddy AI Agent in its Classic form is included on the Enterprise plan.

Source
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