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Customer Support · head to head

Freshservice vs Kylas

Freshservice logo

Freshservice

Customer Support

Modern IT service management

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

Kylas

CRM

Indian sales CRM sold at a flat monthly rate with unlimited users instead of per seat

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Only Kylas 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; Kylas unlimited users only moves the meter rather than removing it: records are capped, and expanding beyond one hundred thousand costs 500 INR per twenty thousand, which becomes the real cost driver for any business with a large lead database.
  • They diverge on capability: Freshservice covers Incident management, Kylas covers Unlimited users on every plan.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Freshservice and Kylas actually diverge.

Attributes where Freshservice and Kylas differ
AttributeFreshserviceKylas
Starting price$19/monthFree
Pricing modelsubscriptionFlat rate per month, unlimited users
Free tierNoYes
CategoryCustomer SupportCRM
Founded2010Unknown

Identical on both: 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
  • Reporting
  • Slack
  • Microsoft Teams

Only in Kylas

  • Unlimited users on every plan
  • Lead and deal management
  • Record based limits
  • Workflow automation
  • Quotation management
  • Telephony integrations
  • WhatsApp and SMS
  • BI analytics add-on

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 Kylas
  • Asset management and change control for IT teamsnot Kylas

Kylas

  • A twenty five person Indian inside sales team where per seat CRM pricing would cost several times a flat monthly ratenot Freshservice
  • A company that wants every employee including support and delivery staff to see customer records without buying them seatsnot Freshservice
  • A business with high sales headcount turnover that does not want to renegotiate licence counts every quarternot Freshservice
  • An Indian SME needing native WhatsApp, IndiaMART and local telephony connections rather than a Western CRM with adaptersnot 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

Kylas

  • Unlimited users only moves the meter rather than removing it: records are capped, and expanding beyond one hundred thousand costs 500 INR per twenty thousand, which becomes the real cost driver for any business with a large lead database.
  • Core functionality such as workflows, email templates and email tracking is sold as separate add-ons from 500 to 800 INR a month, so the advertised flat rate is not what an automated sales operation actually pays.
  • The free Embark plan caps records at ten thousand and explicitly cannot be expanded, so it is a trial with no upgrade path in place rather than a workable long term free tier.
  • Kylas is built around Indian sales practice and its integration marketplace is dominated by Indian telephony, payments and lead sources, which makes it a poor fit for companies selling primarily into Europe or North America.
  • Onboarding is charged at 25,000 INR one-off with training at 5,000 INR per three hour session, so first year cost is meaningfully above twelve months of subscription.

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

Kylas

Free
  • EmbarkFree
    • Free for life
    • Unlimited users
    • Ten thousand records, not expandable
  • Elevate$12999/month
    • Flat rate for unlimited users, not per seat
    • One hundred thousand records, expandable
    • Quarterly, half-yearly and annual billing terms
  • Exceed$undefined/month
    • Custom pricing
    • Unlimited users
    • Around 1.1 million records, adjustable

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 Kylas if

  • You need unlimited users on every plan.
  • You want to start without paying.
  • You work on Web, iOS, Android.
  • You also want lead and deal management.
Kylas review

Questions people ask

Is Freshservice or Kylas better?
Neither clearly leads. Freshservice starts at $19/month and Kylas at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Kylas?
Kylas has a free tier; the other does not. Paid plans start at $19/month for Freshservice and Free for Kylas.
Does Freshservice or Kylas run on more platforms?
Freshservice runs on Web, Ios, Android. Kylas runs on Web, iOS, Android.
Can I use Kylas for free?
Yes. Kylas 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 Kylas is typically brought in for.
What can Freshservice do that Kylas cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Kylas covers Unlimited users on every plan, Lead and deal management, Record based limits, Workflow automation.

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
Kylas: What does Kylas cost?

The Elevate plan is a flat rate of about 12,999 INR per month for unlimited users, with quarterly, half-yearly and annual terms. There is a free Embark plan and a custom Exceed tier.

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
Kylas: Does unlimited users really mean unlimited?

Yes for seats. The limit is on records: ten thousand on the free plan, one hundred thousand on Elevate, expandable at 500 INR per twenty thousand.

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
Kylas: What is not included in the flat rate?

Workflows, email templates, email tracking, the security module and BI analytics are add-ons from 500 to 5,000 INR per month. Onboarding is 25,000 INR one-off.

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
Kylas: Is it usable outside India?

It works, but the integration marketplace and sales workflows are built for the Indian market and the pricing is quoted in rupees.

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