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Customer Support · head to head

Freshservice vs Plivo

Freshservice logo

Freshservice

Customer Support

Modern IT service management

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

Plivo

Telecommunications

SMS and voice APIs priced to undercut the larger aggregators

From
On request
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; Plivo the headline per-message saving does not apply to US 10DLC registration fees or carrier surcharges, which are pass-through costs and identical across vendors.
  • They diverge on capability: Freshservice covers Incident management, Plivo covers Published country rate card.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Freshservice and Plivo actually diverge.

Attributes where Freshservice and Plivo differ
AttributeFreshservicePlivo
Starting price$19/monthOn request
Pricing modelsubscriptionPer message and per minute, priced by destination country
PlatformsWeb, Ios, AndroidWeb, APIs, Python, JavaScript, Java, PHP, Ruby, Go
CategoryCustomer SupportTelecommunications
Founded2010Unknown

Identical on both: free tier (No), 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 Plivo

  • Published country rate card
  • Programmable SMS and MMS
  • Programmable voice
  • Contact centre product
  • 10DLC registration

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 Plivo
  • Asset management and change control for IT teamsnot Plivo

Plivo

  • Products sending high volumes of transactional SMS where unit price determines channel viabilitynot Freshservice
  • Teams migrating from a more expensive aggregator without changing their architecturenot Freshservice
  • Notification and alerting systems with predictable, steady message volumenot Freshservice
  • Businesses wanting voice and messaging from one supplier with published ratesnot 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

Plivo

  • The headline per-message saving does not apply to US 10DLC registration fees or carrier surcharges, which are pass-through costs and identical across vendors.
  • The feature surface is narrower than the market leader, so products needing video, email or richer verification will need a second supplier.
  • Support is tiered and the entry tier is not appropriate for traffic that a business depends on commercially.
  • Deliverability on some international routes depends on an underlying carrier mix that can change without the customer being informed.
  • Its price advantage is smaller on US A2P traffic than on international routes, so a US-only sender may save considerably less than a headline comparison suggested.

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

Plivo

On request
  • Pay as you go$undefined/month
    • Published per-country rate card for SMS and voice
    • Volume discounts negotiated above published tiers
    • US 10DLC registration fees and carrier surcharges billed separately

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 Plivo if

  • You need published country rate card.
  • You work on Web, APIs, Python, JavaScript, Java, PHP, Ruby, Go.
  • You also want programmable sms and mms.
Plivo review

Questions people ask

Is Freshservice or Plivo better?
Neither clearly leads. Freshservice starts at $19/month and Plivo at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Plivo?
Freshservice starts at $19/month and Plivo at On request.
Does Freshservice or Plivo run on more platforms?
Freshservice runs on Web, Ios, Android. Plivo runs on Web, APIs, Python, JavaScript, Java, PHP, Ruby, Go.
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 Plivo is typically brought in for.
What can Freshservice do that Plivo cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Plivo covers Published country rate card, Programmable SMS and MMS, Programmable voice, Contact centre product.

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
Plivo: Will switching to Plivo cut our US messaging bill?

Partly. The per-message rate may fall, but 10DLC brand and campaign fees and the per-segment carrier surcharges are pass-through costs that are the same whichever provider you use.

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
Plivo: Does Plivo publish pricing?

Yes, as a per-destination rate card covering SMS and voice by country, so you can model your own destination mix before contacting sales.

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
Plivo: How does it compare with Twilio?

Generally cheaper per unit on the same routes and narrower in scope. Twilio wins on ecosystem, channel breadth and documentation.

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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