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Customer Support · head to head

Freshservice vs HubSpot Live Chat

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
HubSpot Live Chat logo

HubSpot Live Chat

Live Chat & Chatbots

Live chat integrated with HubSpot CRM platform

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only HubSpot Live Chat 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; HubSpot Live Chat the Internet Archive's capture of HubSpot's live chat page on 4 January 2022 confirmed live chat is offered free as part of Service Hub, which the page states also has separate premium plans, though no premium figure appeared on the page itself.
  • They diverge on capability: Freshservice covers Incident management, HubSpot Live Chat covers Live chat messaging.

Where they differ

Only the attributes on which Freshservice and HubSpot Live Chat actually diverge.

Attributes where Freshservice and HubSpot Live Chat differ
AttributeFreshserviceHubSpot Live Chat
Starting price$19/monthFree
Pricing modelsubscriptionfreemium
Free tierNoYes
PlatformsWeb, Ios, AndroidWeb, Mobile app, IOS, Android
CategoryCustomer SupportLive Chat & Chatbots
Founded20102006

Identical on both: 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 HubSpot Live Chat

  • Live chat messaging
  • CRM integration
  • Visitor identification
  • Chatbot builder
  • Salesforce
  • Gmail
  • Outlook
  • Mobile app support

Both cover

  • Slack
  • Web 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 HubSpot Live Chat
  • Asset management and change control for IT teamsnot HubSpot Live Chat

HubSpot Live Chat

  • Customer engagementnot Freshservice
  • Lead generationnot Freshservice
  • Customer supportnot Freshservice
  • Sales automationnot 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

HubSpot Live Chat

  • The Internet Archive's capture of HubSpot's live chat page on 4 January 2022 confirmed live chat is offered free as part of Service Hub, which the page states also has separate premium plans, though no premium figure appeared on the page itself.

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

HubSpot Live Chat

Free
  • FreeFree
    • Live chat
    • CRM
    • Basic features
  • Starter$50/month
    • Marketing automation
    • Enhanced features
  • Professional$320/month
    • Advanced workflows
    • Custom reporting

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 HubSpot Live Chat if

  • You need live chat messaging.
  • You want to start without paying.
  • You work on Web, Mobile app, IOS, Android.
  • You also want crm integration.
HubSpot Live Chat review

Questions people ask

Is Freshservice or HubSpot Live Chat better?
Neither clearly leads. Freshservice starts at $19/month and HubSpot Live Chat at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or HubSpot Live Chat?
HubSpot Live Chat has a free tier; the other does not. Paid plans start at $19/month for Freshservice and Free for HubSpot Live Chat.
Does Freshservice or HubSpot Live Chat run on more platforms?
Freshservice runs on Web, Ios, Android. HubSpot Live Chat runs on Web, Mobile app, IOS, Android.
Can I use HubSpot Live Chat for free?
Yes. HubSpot Live Chat 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 HubSpot Live Chat is typically brought in for.
What can Freshservice do that HubSpot Live Chat cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. HubSpot Live Chat covers Live chat messaging, CRM integration, Visitor identification, Chatbot builder. Both handle Slack, Web support, Android support.
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Related pages

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