Customer Support · head to head
Freshservice vs Re:amaze
Re:amaze
Customer Support
Customer messaging for online businesses
- From
- $29/month
- Rated
- -
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; Re:amaze aI resolutions are metered per plan at 5, 10 and 20 a month, with each additional resolution at $0.85
- They diverge on capability: Freshservice covers Incident management, Re:amaze covers Multi-channel inbox.
Where they differ
Only the attributes on which Freshservice and Re:amaze actually diverge.
| Attribute | Freshservice | Re:amaze |
|---|---|---|
| Starting price | $19/month | $29/month |
| Founded | 2010 | 2012 |
Identical on both: pricing model (subscription), free tier (No), platforms (Web, Ios, Android), 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
- Reporting
- Microsoft Teams
- AWS
- Azure
Only in Re:amaze
- Multi-channel inbox
- Live chat
- FAQ center
- Chatbots
- Push campaigns
- Shopify
- BigCommerce
- WooCommerce
Both cover
- Automation
- Slack
- 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 Re:amaze
- Asset management and change control for IT teamsnot Re:amaze
Re:amaze
- Multichannel customer support across email, chat, social and SMSnot Freshservice
- Running a help centre and chatbots for an ecommerce storenot 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
Re:amaze
- AI resolutions are metered per plan at 5, 10 and 20 a month, with each additional resolution at $0.85
- The flat rate Starter plan at $59 a month caps responded conversations at 500
- SMS, voice, multiple brands and a custom domain all require the Pro plan at $49 per team member
- Departments, custom roles, shift management and satisfaction ratings are Plus only at $69 per team member
- The 10% saving requires annual billing
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
Re:amaze
$29/month- Basic$29/month
- Unlimited channels
- Basic automation
- FAQ
- Pro$49/month
- Live view
- Advanced workflows
- Push campaigns
- Plus$69/month
- Staff reports
- Custom roles
- SMS support
Which should you pick?
Choose Freshservice if
- You need incident management.
- You work on Web, Ios, Android.
- You also want asset management.
Choose Re:amaze if
- You need multi-channel inbox.
- You work on Web, Ios, Android.
- You also want live chat.
Questions people ask
- Is Freshservice or Re:amaze better?
- Neither clearly leads. Freshservice starts at $19/month and Re:amaze at $29/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Freshservice or Re:amaze?
- Freshservice starts at $19/month and Re:amaze at $29/month.
- Does Freshservice or Re:amaze run on more platforms?
- Both run on Web, Ios, Android, so platform support will not decide this one for you.
- 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 Re:amaze is typically brought in for.
- What can Freshservice do that Re:amaze cannot?
- Freshservice covers Incident management, Asset management, Change management, Knowledge base. Re:amaze covers Multi-channel inbox, Live chat, FAQ center, Chatbots. Both handle Automation, Slack, GDPR, Web support.