Software · head to head
Freshservice vs SupportBee
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; SupportBee email-only ticketing, no live chat, phone support, chatbots, or AI features
- They diverge on capability: Freshservice covers Incident management, SupportBee covers Shared inbox.
Where they differ
Only the attributes on which Freshservice and SupportBee actually diverge.
| Attribute | Freshservice | SupportBee |
|---|---|---|
| Starting price | $19/month | $13/month |
| Pricing model | subscription | Unknown |
| Platforms | Web, Ios, Android | Web, Mobile Browser |
Identical on both: free tier (No), user rating (Not yet rated), category (Unknown), founded (2010).
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
- Automation
- Reporting
- Microsoft Teams
- AWS
- Azure
Only in SupportBee
- Shared inbox
- Email ticketing
- Snippets
- Customer portal
- Reports
- Trello
- Asana
- Pipedrive
Both cover
- Knowledge base
- Slack
- 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 SupportBee
- Asset management and change control for IT teamsnot SupportBee
SupportBee
- Email supportnot Freshservice
- Ticket managementnot Freshservice
- Team collaborationnot 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
SupportBee
- Email-only ticketing, no live chat, phone support, chatbots, or AI features
- Basic reporting and analytics, lacking advanced dashboards and customizable metrics
- No SLA management capabilities
- Limited workflow customization compared to enterprise platforms
- No dedicated mobile app (web interface only)
- Confusing navigation and UI issues reported by some users
- Cannot select and snooze multiple emails at once
- Occasional performance delays
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
SupportBee
$13/month- Startup$13/month
- Unlimited tickets and inboxes
- Team inbox with ticket assignment
- Knowledge base integration (KBee)
- Enterprise$17/month
- All Startup features
- Advanced integrations
- Custom roles and permissions
Which should you pick?
Choose Freshservice if
- You need incident management.
- You work on Web, Ios, Android.
- You also want asset management.
Choose SupportBee if
- You need shared inbox.
- You work on Web, Mobile Browser.
- You also want email ticketing.
Questions people ask
- Is Freshservice or SupportBee better?
- Neither clearly leads. Freshservice starts at $19/month and SupportBee at $13/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Freshservice or SupportBee?
- Freshservice starts at $19/month and SupportBee at $13/month.
- Does Freshservice or SupportBee run on more platforms?
- Freshservice runs on Web, Ios, Android. SupportBee runs on Web, Mobile Browser.
- 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 SupportBee is typically brought in for.
- What can Freshservice do that SupportBee cannot?
- Freshservice covers Incident management, Asset management, Change management, Automation. SupportBee covers Shared inbox, Email ticketing, Snippets, Customer portal. Both handle Knowledge base, Slack, Web support, Ios support.
Answered from the vendors’ own pages
SupportBee: How much does SupportBee cost?
SupportBee offers Startup plan at $13/user/month and Enterprise at $17/user/month, both with unlimited tickets and inboxes. No per-ticket charges. A 14-day free trial is available with no credit card required.
SourceSupportBee: Does SupportBee offer live chat or phone support?
No. SupportBee focuses on email ticketing and does not include native live chat, phone support, chatbots, or AI features. It is designed for email-based customer support.
SourceSupportBee: What platforms can SupportBee run on?
SupportBee is a web-based platform accessible on desktop and mobile browsers. It does not offer a dedicated desktop or mobile app, but the web interface is responsive and works on phones. Integration with email clients is available.
SourceSupportBee: Does SupportBee integrate with Slack?
Yes. SupportBee integrates with Slack to send real-time notifications for new tickets, replies, assignments, and internal comments. Teams can configure which events trigger alerts and organize notifications into dedicated channels.
Source