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Customer Support · head to head

Freshservice vs Salesforce Service Cloud Chat

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Free plan
No
Full reviewWebsite
Salesforce Service Cloud Chat logo

Salesforce Service Cloud Chat

Live Chat

Live chat integrated with Salesforce Service Cloud

From
$25/month
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; Salesforce Service Cloud Chat entry-level pricing of $25 per user per month is relatively expensive for small businesses
  • They diverge on capability: Freshservice covers Incident management, Salesforce Service Cloud Chat covers Live chat messaging.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshservice and Salesforce Service Cloud Chat actually diverge.

Attributes where Freshservice and Salesforce Service Cloud Chat differ
AttributeFreshserviceSalesforce Service Cloud Chat
Starting price$19/month$25/month
Pricing modelsubscriptionUnknown
PlatformsWeb, Ios, AndroidWeb, Mobile apps
CategoryCustomer SupportLive Chat
Founded20101999

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
  • AWS
  • Azure

Only in Salesforce Service Cloud Chat

  • Live chat messaging
  • CRM integration
  • Agent desktop integration
  • Visitor tracking
  • Salesforce ecosystem
  • Gmail
  • Mobile app support
  • IOS support

Both cover

  • Slack
  • Microsoft Teams
  • 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 Salesforce Service Cloud Chat
  • Asset management and change control for IT teamsnot Salesforce Service Cloud Chat

Salesforce Service Cloud Chat

  • Customer engagementnot Freshservice
  • Lead generationnot Freshservice
  • Customer supportnot Freshservice
  • Sales automationnot 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

Salesforce Service Cloud Chat

  • Entry-level pricing of $25 per user per month is relatively expensive for small businesses
  • Requires Salesforce CRM setup and integration for full functionality
  • Limited standalone capability outside of Salesforce ecosystem
  • Complex configuration required for advanced features

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

Salesforce Service Cloud Chat

$25/month

No published plan breakdown. See the Salesforce Service Cloud Chat review.

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 Salesforce Service Cloud Chat if

  • You need live chat messaging.
  • You work on Web, Mobile apps.
  • You also want crm integration.
Salesforce Service Cloud Chat review

Questions people ask

Is Freshservice or Salesforce Service Cloud Chat better?
Neither clearly leads. Freshservice starts at $19/month and Salesforce Service Cloud Chat at $25/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Salesforce Service Cloud Chat?
Freshservice starts at $19/month and Salesforce Service Cloud Chat at $25/month.
Does Freshservice or Salesforce Service Cloud Chat run on more platforms?
Freshservice runs on Web, Ios, Android. Salesforce Service Cloud Chat runs on Web, Mobile apps.
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 Salesforce Service Cloud Chat is typically brought in for.
What can Freshservice do that Salesforce Service Cloud Chat cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Salesforce Service Cloud Chat covers Live chat messaging, CRM integration, Agent desktop integration, Visitor tracking. Both handle Slack, Microsoft Teams, 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
Salesforce Service Cloud Chat: What is Salesforce Service Cloud Chat?

Salesforce Chat is a real-time customer engagement tool enabling businesses to connect with customers through personalized live chat interactions embedded in apps and on websites, with AI-powered chatbot support.

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
Salesforce Service Cloud Chat: What is the pricing for Salesforce Service Cloud Chat?

Salesforce Service Cloud entry-level pricing starts at $25 per user per month, with multiple tiers available and add-ons ranging from $50 to $75 depending on required features.

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
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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