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Software · head to head

Freshservice vs LiveChat

Freshservice logo

Freshservice

Software

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
LiveChat logo

LiveChat

Software

Customer service software that delights

From
$20/month
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; LiveChat the Starter plan retains only 60 days of chat history, so an audit trail requires the Team plan at $49 per person per month
  • They diverge on capability: Freshservice covers Incident management, LiveChat covers Live chat.

Where they differ

Only the attributes on which Freshservice and LiveChat actually diverge.

Attributes where Freshservice and LiveChat differ
AttributeFreshserviceLiveChat
Starting price$19/month$20/month
PlatformsWeb, Ios, AndroidWeb, Ios, Android, Desktop
Founded20102002

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated), category (Unknown).

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 LiveChat

  • Live chat
  • Ticketing
  • Chat routing
  • Analytics
  • Canned responses
  • File sharing
  • Shopify
  • WordPress

Both cover

  • 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 LiveChat
  • Asset management and change control for IT teamsnot LiveChat

LiveChat

  • Live chat support on a website with agent routingnot Freshservice
  • Handling customer conversations across chat, SMS and messaging channelsnot 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

LiveChat

  • The Starter plan retains only 60 days of chat history, so an audit trail requires the Team plan at $49 per person per month
  • Pricing is per agent, so support cost scales with headcount rather than with conversation volume
  • AI reply suggestions are capped by plan, at 3 knowledge sources on Starter and 10 above it
  • Surveys and eye catchers are predefined rather than customisable below the Enterprise plan
  • SSO, white labelling and HIPAA compliance are Enterprise only

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

LiveChat

$20/month
  • Starter$20/month
    • 60-day chat history
    • Basic customization
    • Ticketing system
  • Team$41/month
    • Unlimited history
    • Advanced reporting
    • Branding removal
  • Business$59/month
    • Staffing prediction
    • Work scheduler
    • Apple Business Chat
  • Enterprise$undefined/month
    • Dedicated account manager
    • Product training
    • SSO

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 LiveChat if

  • You need live chat.
  • You work on Web, Ios, Android, Desktop.
  • You also want ticketing.
LiveChat review

Questions people ask

Is Freshservice or LiveChat better?
Neither clearly leads. Freshservice starts at $19/month and LiveChat at $20/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or LiveChat?
Freshservice starts at $19/month and LiveChat at $20/month.
Does Freshservice or LiveChat run on more platforms?
Freshservice runs on Web, Ios, Android. LiveChat runs on Web, Ios, Android, Desktop.
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 LiveChat is typically brought in for.
What can Freshservice do that LiveChat cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. LiveChat covers Live chat, Ticketing, Chat routing, Analytics. Both handle GDPR, Web support, Ios support, Android support.
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Related pages

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