Softwr

Customer Support · head to head

Freshservice vs Kustomer

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Kustomer logo

Kustomer

Customer Support

The future of customer service

From
On request
Rated
-
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; Kustomer pricing not published; requires customised sales assessment and quote for exact costs
  • They diverge on capability: Freshservice covers Incident management, Kustomer covers Unified customer view.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshservice and Kustomer actually diverge.

Attributes where Freshservice and Kustomer differ
AttributeFreshserviceKustomer
Starting price$19/monthOn request
Pricing modelsubscriptionquote
PlatformsWeb, Ios, AndroidWeb, Cloud
Founded20102015

Identical on both: free tier (No), user rating (Not yet rated), category (Customer Support).

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
  • Automation
  • Reporting
  • Slack
  • Microsoft Teams
  • AWS

Only in Kustomer

  • Unified customer view
  • AI automation
  • Omnichannel
  • Workflow automation
  • Analytics
  • Shopify
  • Magento
  • Facebook

Both cover

  • Knowledge base
  • SOC2
  • 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 Kustomer
  • Asset management and change control for IT teamsnot Kustomer

Kustomer

  • Large B2C and B2B organisations managing 600+ customer support interactions across omnichannel platformsnot Freshservice
  • Retail, financial services, travel and hospitality sectors requiring integrated AI-powered supportnot Freshservice
  • Enterprises seeking customer 360 views and advanced workflow 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

Kustomer

  • Pricing not published; requires customised sales assessment and quote for exact costs
  • Voice (call), SMS, and WhatsApp support operate on separate pay-as-you-go pricing models
  • Customisation-based pricing structure means no transparent cost comparison with competitors

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

Kustomer

On request

No published plan breakdown. See the Kustomer review.

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 Kustomer if

  • You need unified customer view.
  • You work on Web, Cloud.
  • You also want ai automation.
Kustomer review

Questions people ask

Is Freshservice or Kustomer better?
Neither clearly leads. Freshservice starts at $19/month and Kustomer at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Kustomer?
Freshservice starts at $19/month and Kustomer at On request.
Does Freshservice or Kustomer run on more platforms?
Freshservice runs on Web, Ios, Android. Kustomer runs on Web, Cloud.
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 Kustomer is typically brought in for.
What can Freshservice do that Kustomer cannot?
Freshservice covers Incident management, Asset management, Change management, Automation. Kustomer covers Unified customer view, AI automation, Omnichannel, Workflow automation. Both handle Knowledge base, SOC2, 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
Kustomer: How much does Kustomer cost?

Kustomer uses a custom, quote-based pricing model and does not publish standard rates. Every CX team setup is different, so pricing varies based on company size, number of support agents, and monthly conversation volume.

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
Kustomer: How do I get a Kustomer pricing quote?

Complete a 2-minute ROI calculator assessment that gathers information about your industry, company size, agent count, and monthly conversation volume. Results provide directional pricing estimates before sales connects with you.

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
Kustomer: Are there add-on costs for Kustomer features?

Yes, add-on services include HIPAA Enabled Subscription, implementation services, Voice, SMS, and WhatsApp support on a pay-as-you-go model.

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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