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Customer Support · head to head

Freshservice vs Rasa

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Rasa logo

Rasa

Live Chat & Chatbots

Open-source framework for building conversational AI

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Rasa 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; Rasa free Developer Edition caps conversations at 1,000 external or 100 internal per company per month
  • They diverge on capability: Freshservice covers Incident management, Rasa covers NLU engine.

Where they differ

Only the attributes on which Freshservice and Rasa actually diverge.

Attributes where Freshservice and Rasa differ
AttributeFreshserviceRasa
Starting price$19/monthFree
Pricing modelsubscriptionopen-source
Free tierNoYes
PlatformsWeb, Ios, AndroidOn-premise, Cloud deployment, Docker, Kubernetes
CategoryCustomer SupportLive Chat & Chatbots
Founded20102016

Identical on both: 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
  • Microsoft Teams
  • AWS

Only in Rasa

  • NLU engine
  • Dialogue management
  • Multi-language support
  • Testing tools
  • Teams
  • Custom channels
  • API
  • On-premise support

Both cover

  • Slack

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 Rasa
  • Asset management and change control for IT teamsnot Rasa

Rasa

  • Developers self-hosting an open source conversational AI framework before needing enterprise scalenot 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

Rasa

  • Free Developer Edition caps conversations at 1,000 external or 100 internal per company per month
  • Rasa Pro and the Business Plan (Pro plus Studio) are not priced on the site and require contacting sales

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

Rasa

Free
  • Open SourceFree
    • Full framework access
    • Community support
  • Rasa Pro$50/month
    • Additional tools
    • Priority support
  • Enterprise$undefined/month
    • Advanced features
    • Dedicated support

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 Rasa if

  • You need nlu engine.
  • You want to start without paying.
  • You work on On-premise, Cloud deployment, Docker, Kubernetes.
  • You also want dialogue management.
Rasa review

Questions people ask

Is Freshservice or Rasa better?
Neither clearly leads. Freshservice starts at $19/month and Rasa at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Rasa?
Rasa has a free tier; the other does not. Paid plans start at $19/month for Freshservice and Free for Rasa.
Does Freshservice or Rasa run on more platforms?
Freshservice runs on Web, Ios, Android. Rasa runs on On-premise, Cloud deployment, Docker, Kubernetes.
Can I use Rasa for free?
Yes. Rasa 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 Rasa is typically brought in for.
What can Freshservice do that Rasa cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Rasa covers NLU engine, Dialogue management, Multi-language support, Testing tools. Both handle Slack.
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