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Customer Support · head to head

Freshservice vs Yellow.ai

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Yellow.ai logo

Yellow.ai

Live Chat & Chatbots

Enterprise AI platform for customer experience

From
On request
Rated
-
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; Yellow.ai free plan caps chat sessions at 500 per month, then charges $0.99 per additional resolution
  • They diverge on capability: Freshservice covers Incident management, Yellow.ai covers AI chatbots.

Where they differ

Only the attributes on which Freshservice and Yellow.ai actually diverge.

Attributes where Freshservice and Yellow.ai differ
AttributeFreshserviceYellow.ai
Starting price$19/monthOn request
PlatformsWeb, Ios, AndroidWeb, Mobile, Messaging apps, Voice assistants
CategoryCustomer SupportLive Chat & Chatbots
Founded20102016

Identical on both: pricing model (subscription), 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
  • Microsoft Teams
  • AWS

Only in Yellow.ai

  • AI chatbots
  • NLU capabilities
  • Multi-channel support
  • Analytics dashboard
  • Zendesk
  • Salesforce
  • HubSpot
  • Mobile support

Both cover

  • Slack
  • Web 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 Yellow.ai
  • Asset management and change control for IT teamsnot Yellow.ai

Yellow.ai

  • Businesses wanting to trial an AI chat agent before committing to per-resolution or enterprise billingnot 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

Yellow.ai

  • Free plan caps chat sessions at 500 per month, then charges $0.99 per additional resolution
  • Enterprise plan pricing is not published and requires contacting sales for a custom quote
  • Basic plan pricing is not disclosed on the pricing page either, only feature details

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

Yellow.ai

On request
  • Starter$150/month
    • AI chatbot
    • 1 integration
  • Professional$400/month
    • Multi-channel
    • Advanced analytics
  • Enterprise$undefined/month
    • Custom solutions
    • Dedicated team

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 Yellow.ai if

  • You need ai chatbots.
  • You work on Web, Mobile, Messaging apps, Voice assistants.
  • You also want nlu capabilities.
Yellow.ai review

Questions people ask

Is Freshservice or Yellow.ai better?
Neither clearly leads. Freshservice starts at $19/month and Yellow.ai at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Yellow.ai?
Freshservice starts at $19/month and Yellow.ai at On request.
Does Freshservice or Yellow.ai run on more platforms?
Freshservice runs on Web, Ios, Android. Yellow.ai runs on Web, Mobile, Messaging apps, Voice assistants.
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 Yellow.ai is typically brought in for.
What can Freshservice do that Yellow.ai cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Yellow.ai covers AI chatbots, NLU capabilities, Multi-channel support, Analytics dashboard. Both handle Slack, Web support.
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