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Customer Support · head to head

Freshworks Customer Service Suite vs Freshservice

Freshworks Customer Service Suite logo

Freshworks Customer Service Suite

Customer Support

Unified customer service powered by AI

From
Free
Rated
-
Full reviewWebsite
Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite

The short version

  • Only Freshworks Customer Service Suite has a free tier, so it costs nothing to try first.
  • Each has a real cost: Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams; Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • They diverge on capability: Freshworks Customer Service Suite covers Unified inbox, Freshservice covers Incident management.

Where they differ

Only the attributes on which Freshworks Customer Service Suite and Freshservice actually diverge.

Attributes where Freshworks Customer Service Suite and Freshservice differ
AttributeFreshworks Customer Service SuiteFreshservice
Starting priceFree$19/month
Pricing modelUnknownsubscription
Free tierYesNo
PlatformsWeb, Mobile (iOS, Android)Web, Ios, Android

Identical on both: user rating (Not yet rated), category (Customer Support), 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 Freshworks Customer Service Suite

  • Unified inbox
  • AI-powered chatbot
  • Ticketing system
  • Self-service portal
  • Analytics
  • Salesforce
  • Shopify
  • Zapier

Only in Freshservice

  • Incident management
  • Asset management
  • Change management
  • Knowledge base
  • Reporting
  • AWS
  • Azure
  • G Suite

Both cover

  • Automation
  • Slack
  • Microsoft Teams
  • SOC2
  • GDPR
  • ISO27001
  • HIPAA
  • Web support
  • Ios support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Freshworks Customer Service Suite

  • Customer supportnot Freshservice
  • Help desknot Freshservice
  • Self-servicenot Freshservice

Freshservice

  • IT service management and internal help desk ticketingnot Freshworks Customer Service Suite
  • Asset management and change control for IT teamsnot Freshworks Customer Service Suite

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshworks Customer Service Suite

  • Separate products for support, chat, and CRM create context fragmentation between teams
  • Add-ons and renewal uplifts typically increase real costs 30-50% above published pricing
  • Customization beyond default configurations requires significant training and consulting fees

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

Pricing, plan by plan

Freshworks Customer Service Suite

Free

No published plan breakdown. See the Freshworks Customer Service Suite review.

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

Which should you pick?

Choose Freshworks Customer Service Suite if

  • You need unified inbox.
  • You want to start without paying.
  • You work on Web, Mobile (iOS, Android).
  • You also want ai-powered chatbot.
Freshworks Customer Service Suite review

Choose Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

Questions people ask

Is Freshworks Customer Service Suite or Freshservice better?
Neither clearly leads. Freshworks Customer Service Suite starts at Free and Freshservice at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshworks Customer Service Suite or Freshservice?
Freshworks Customer Service Suite has a free tier; the other does not. Paid plans start at Free for Freshworks Customer Service Suite and $19/month for Freshservice.
Does Freshworks Customer Service Suite or Freshservice run on more platforms?
Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android). Freshservice runs on Web, Ios, Android.
Can I use Freshworks Customer Service Suite for free?
Yes. Freshworks Customer Service Suite has a free tier, so you can try it without paying. Freshservice starts at $19/month.
What is Freshworks Customer Service Suite best used for?
Freshworks Customer Service Suite is most often used for customer support, help desk, self-service. Of those, customer support and help desk are not what Freshservice is typically brought in for.
What can Freshworks Customer Service Suite do that Freshservice cannot?
Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. Freshservice covers Incident management, Asset management, Change management, Knowledge base. Both handle Automation, Slack, Microsoft Teams, SOC2.

Answered from the vendors’ own pages

Freshworks Customer Service Suite: What products are included in Freshworks Customer Service Suite?

The suite includes Freshdesk for support ticketing, Freshchat for live chat and messaging, and Freshsales for CRM. Pricing varies per product based on features and user count.

Source
Freshworks Customer Service Suite: Does Freshworks offer a free tier?

Yes. Freshdesk offers a free plan for 1-2 agents for 6 months. Paid plans start at $19/agent/month for Growth tier.

Source
Freshworks Customer Service Suite: Does Freshworks integrate with Slack?

Yes. Freshworks offers official Slack integration via the Freshdesk and Freshservice Slack apps, enabling ticket creation, notifications, and agent messaging directly in Slack.

Source
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Related pages

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