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Customer Support · head to head

Freshservice vs Level AI

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Level AI logo

Level AI

Customer Support

AI quality assurance and agent assist for mid-market and enterprise contact centres

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; Level AI pricing combines a per-agent fee, a platform licence and usage-based components, so the number quoted per agent is not the number you pay and budgets set from a per-seat figure alone come in short.
  • They diverge on capability: Freshservice covers Incident management, Level AI covers Automated QA scoring.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Freshservice and Level AI actually diverge.

Attributes where Freshservice and Level AI differ
AttributeFreshserviceLevel AI
Starting price$19/monthOn request
Pricing modelsubscriptionquote
PlatformsWeb, Ios, AndroidWeb
Founded2010Unknown

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
  • Knowledge base
  • Automation
  • Reporting
  • Slack
  • Microsoft Teams

Only in Level AI

  • Automated QA scoring
  • Semantic intent search
  • Agent assist
  • Coaching workflows
  • Custom scorecards
  • Voice of customer analytics
  • Dispute and calibration
  • CCaaS integrations

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 Level AI
  • Asset management and change control for IT teamsnot Level AI

Level AI

  • A 400-seat support organisation reviewing 2 per cent of calls manually and wanting compliance coverage across the whole volume without adding QA headcountnot Freshservice
  • A regulated financial services contact centre that must evidence disclosure wording on every recorded call rather than on a samplenot Freshservice
  • A support operation onboarding a new outsourced site and needing week-one visibility into how the vendor agents actually handle contactsnot Freshservice
  • A CX team trying to work out why average handle time rose 20 per cent by clustering contact drivers across a quarter of interactionsnot 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

Level AI

  • Pricing combines a per-agent fee, a platform licence and usage-based components, so the number quoted per agent is not the number you pay and budgets set from a per-seat figure alone come in short.
  • Integration to each contact centre or CRM system is charged as a separate implementation fee, which means a team running voice on one platform and chat on another pays twice before a single interaction is scored.
  • The unit economics do not work below roughly a hundred agents; smaller teams get quoted enterprise minimums that cost more than the QA analyst they were trying to avoid hiring.
  • Automated scores are only as good as the scorecard behind them, and the calibration work to get semantic questions scoring consistently falls on your QA team over several weeks before anyone trusts the output.
  • Transcription and semantic accuracy degrade on heavily accented speech, poor telephony audio and languages outside the main supported set, so multilingual operations often end up running manual QA in parallel for some queues anyway.

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

Level AI

On request
  • Level AI$undefined/year
    • Automated QA on all interactions
    • Custom scorecards
    • Semantic search

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 Level AI if

  • You need automated qa scoring.
  • You also want semantic intent search.
Level AI review

Questions people ask

Is Freshservice or Level AI better?
Neither clearly leads. Freshservice starts at $19/month and Level AI at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Level AI?
Freshservice starts at $19/month and Level AI at On request.
Does Freshservice or Level AI run on more platforms?
Freshservice runs on Web, Ios, Android. Level AI runs on Web.
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 Level AI is typically brought in for.
What can Freshservice do that Level AI cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Level AI covers Automated QA scoring, Semantic intent search, Agent assist, Coaching workflows.

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
Level AI: Does Level AI publish pricing?

No. Quotes are built per deployment from agent count, channel mix and product modules, and integration fees are added on top.

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
Level AI: Can it replace our QA analysts?

It replaces the sampling and scoring work, not the judgement. Teams typically keep analysts for calibration, disputes and coaching design.

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
Level AI: Does it work without a cloud contact centre platform?

It needs recordings and metadata from somewhere. If your telephony does not expose those through an integration or API, this is not a fit.

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
Level AI: How long does implementation take?

Expect weeks, not days. Connecting systems is quick; getting scorecards calibrated to the point where team leaders act on the scores takes longer.

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