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Customer Support · head to head

Freshworks Customer Service Suite vs Insightly

Freshworks Customer Service Suite logo

Freshworks Customer Service Suite

Customer Support

Unified customer service powered by AI

From
Free
Free plan
Yes
Full reviewWebsite
Insightly logo

Insightly

CRM

CRM & project management for any business

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Each has a real cost: Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams; Insightly record counts are capped by plan, at 100,000 on Plus and 500,000 on Enterprise, so the database size decides the tier
  • They diverge on capability: Freshworks Customer Service Suite covers Unified inbox, Insightly covers Contact management.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

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

Attributes where Freshworks Customer Service Suite and Insightly differ
AttributeFreshworks Customer Service SuiteInsightly
Pricing modelUnknownsubscription
PlatformsWeb, Mobile (iOS, Android)Web, Ios, Android
CategoryCustomer SupportCRM

Identical on both: starting price (Free), free tier (Yes), user rating (Not yet rated), 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
  • Automation
  • Microsoft Teams
  • Salesforce

Only in Insightly

  • Contact management
  • Deal tracking
  • Project management
  • Task management
  • Email integration
  • Reporting
  • Mobile app
  • Mailchimp

Both cover

  • Slack
  • Zapier
  • SOC2
  • GDPR
  • ISO27001
  • 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 Insightly
  • Help desknot Insightly
  • Self-servicenot Insightly

Insightly

  • CRM with project delivery tracking after the salenot Freshworks Customer Service Suite
  • Managing leads, opportunities and customer projects in one record setnot 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

Insightly

  • Record counts are capped by plan, at 100,000 on Plus and 500,000 on Enterprise, so the database size decides the tier
  • Workflow automation requires the Professional plan at $49 per user per month
  • AI Copilot is metered by query, at 75 on Plus and 100 on Professional
  • Mass email is capped daily, at 2,500 on Plus and 10,000 on Enterprise
  • CRM, Marketing and Service are sold as three separate products, and Marketing is priced per account by prospect count starting at $99 for 2,000
  • Sandboxes and audit logging are Enterprise only at $99 per user per month

Pricing, plan by plan

Freshworks Customer Service Suite

Free

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

Insightly

Free
  • CRM Plus$29/user/month
    • lead and contact management
    • project management
    • advanced reports
  • CRM Professional$49/user/month
    • all Plus features
    • lead assignment/routing
    • workflow automation
  • CRM Enterprise$99/user/month
    • all Professional features
    • sandboxes
    • products/pricebooks/quotes

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 Insightly if

  • You need contact management.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want deal tracking.
Insightly review

Questions people ask

Is Freshworks Customer Service Suite or Insightly better?
Neither clearly leads. Freshworks Customer Service Suite starts at Free and Insightly at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshworks Customer Service Suite or Insightly?
Freshworks Customer Service Suite starts at Free and Insightly at Free.
Does Freshworks Customer Service Suite or Insightly run on more platforms?
Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android). Insightly runs on Web, Ios, Android.
Can I use Freshworks Customer Service Suite for free?
Both have a free tier, so you can try either at no cost before committing.
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 Insightly is typically brought in for.
What can Freshworks Customer Service Suite do that Insightly cannot?
Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. Insightly covers Contact management, Deal tracking, Project management, Task management. Both handle Slack, Zapier, SOC2, GDPR.

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
Insightly: How much does Insightly CRM cost?

Insightly CRM plans are priced per user per month when billed annually: Plus at $29, Professional at $49 (the most popular option), and Enterprise at $99. All plans include a 14-day free trial that requires no credit card.

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
Insightly: Is there a free trial for Insightly?

Yes, Insightly offers a 14-day free trial across most products with no credit card required, allowing you to test CRM, Marketing Automation, Support & Ticketing, and AppConnect features.

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
Insightly: What record storage limits apply to Insightly CRM plans?

Insightly CRM Plus includes 100,000 records, Professional includes 250,000 records, and Enterprise includes 500,000 records. File storage increases from 10 GB on Plus to 100 GB on Professional and 250 GB on Enterprise.

Source
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