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Customer Support · head to head

Freshservice vs Pure Chat

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Free plan
No
Full reviewWebsite
Pure Chat logo

Pure Chat

Live Chat

Simple and affordable live chat for any business

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Only Pure Chat 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; Pure Chat growth plan limited to 1 website and 100 SMS notifications
  • They diverge on capability: Freshservice covers Incident management, Pure Chat covers Live chat widget.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshservice and Pure Chat actually diverge.

Attributes where Freshservice and Pure Chat differ
AttributeFreshservicePure Chat
Starting price$19/monthFree
Free tierNoYes
PlatformsWeb, Ios, AndroidWeb, Mobile app, IOS, Android
CategoryCustomer SupportLive Chat
Founded20102011

Identical on both: pricing model (subscription), 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 Pure Chat

  • Live chat widget
  • Visitor information
  • Chat transcripts
  • Department routing
  • Salesforce
  • HubSpot
  • Zapier
  • API

Both cover

  • Web 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 Pure Chat
  • Asset management and change control for IT teamsnot Pure Chat

Pure Chat

  • Customer support chatnot Freshservice
  • Website engagementnot Freshservice
  • Lead capturenot Freshservice
  • Sales chatnot 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

Pure Chat

  • Growth plan limited to 1 website and 100 SMS notifications
  • Additional operators cost extra: $13-$15/month per operator depending on plan and billing
  • Growth plan has significantly lower limits than PRO

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

Pure Chat

Free
  • Growth$49/month
    • 4 users/operators
    • 1 website
    • 100 SMS notifications
  • Growth Annual$39/month
    • Annual billing saves 20% off monthly rate
  • PRO$99/month
    • 10 users/operators
    • Unlimited websites
    • 1,000 SMS notifications
  • PRO Annual$79/month
    • Annual billing saves 20% off monthly rate

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 Pure Chat if

  • You need live chat widget.
  • You want to start without paying.
  • You work on Web, Mobile app, IOS, Android.
  • You also want visitor information.
Pure Chat review

Questions people ask

Is Freshservice or Pure Chat better?
Neither clearly leads. Freshservice starts at $19/month and Pure Chat at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Pure Chat?
Pure Chat has a free tier; the other does not. Paid plans start at $19/month for Freshservice and Free for Pure Chat.
Does Freshservice or Pure Chat run on more platforms?
Freshservice runs on Web, Ios, Android. Pure Chat runs on Web, Mobile app, IOS, Android.
Can I use Pure Chat for free?
Yes. Pure Chat 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 Pure Chat is typically brought in for.
What can Freshservice do that Pure Chat cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Pure Chat covers Live chat widget, Visitor information, Chat transcripts, Department routing. Both handle Web support, Android 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
Pure Chat: How much does PureChat cost?

PureChat's Growth plan costs $49/month (or $39/month annually) with 4 users and 1 website. The PRO plan is $99/month (or $79/month annually) with 10 users and unlimited websites.

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
Pure Chat: Does PureChat offer a free trial?

Yes, PureChat offers a free 30-day trial of the PRO plan to prospective customers.

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
Pure Chat: What is the difference between Growth and PRO plans?

Growth includes 4 users and 1 website with 100 SMS notifications per month. PRO includes 10 users, unlimited websites, and 1,000 SMS notifications. Additional operators can be added for $8-$15/month.

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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