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Customer Support · head to head

Freshservice vs Keap

Freshservice logo

Freshservice

Customer Support

Modern IT service management

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

Keap

CRM

CRM and marketing automation for small business

From
$29/month
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; Keap the entry price is $299 a month and includes only 2 user licences, with each additional user at $39 a month
  • They diverge on capability: Freshservice covers Incident management, Keap covers Contact management.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshservice and Keap actually diverge.

Attributes where Freshservice and Keap differ
AttributeFreshserviceKeap
Starting price$19/month$29/month
CategoryCustomer SupportCRM
Founded20102000

Identical on both: pricing model (subscription), free tier (No), platforms (Web, Ios, Android), 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
  • Microsoft Teams
  • AWS
  • Azure

Only in Keap

  • Contact management
  • Pipeline management
  • Email marketing
  • Marketing automation
  • Sales automation
  • Zapier
  • Stripe
  • Google Ads

Both cover

  • Reporting
  • Slack
  • GDPR
  • 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 Keap
  • Asset management and change control for IT teamsnot Keap

Keap

  • Contact management and CRMnot Freshservice
  • Marketing automationnot Freshservice
  • Sales pipeline managementnot 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

Keap

  • The entry price is $299 a month and includes only 2 user licences, with each additional user at $39 a month
  • Price varies with contact count, and the bands are only visible by entering a number into a calculator on the page
  • Implementation services are described as required rather than optional
  • Text marketing beyond the included 500 messages is a separate add on running from $24 to $279 a month

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

Keap

$29/month
  • Lite$29/month
    • Contact management
    • Email marketing
  • Standard$59/month
    • Everything in Lite
    • Sales automation
    • Pipeline management
  • Professional$149/month
    • Everything in Standard
    • Advanced automation
    • AI features

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 Keap if

  • You need contact management.
  • You work on Web, Ios, Android.
  • You also want pipeline management.
Keap review

Questions people ask

Is Freshservice or Keap better?
Neither clearly leads. Freshservice starts at $19/month and Keap at $29/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Keap?
Freshservice starts at $19/month and Keap at $29/month.
Does Freshservice or Keap run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
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 Keap is typically brought in for.
What can Freshservice do that Keap cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Keap covers Contact management, Pipeline management, Email marketing, Marketing automation. Both handle Reporting, Slack, GDPR, 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
Keap: How much does Keap cost?

Keap costs $299/month billed at $2,988/year for the main plan, which includes 2 user licenses. Additional users cost $39/month each.

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
Keap: What text messaging fees does Keap charge?

Text marketing tiers range from $24 to $279/month with included message allotments. Overages are $0.015 per message and $0.01 per minute for voice.

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
Keap: Is implementation included in Keap pricing?

Implementation services are required at additional cost. Package pricing is available through Keap sales.

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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