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Customer Support · head to head

Freshworks Customer Service Suite vs Mattermost

Freshworks Customer Service Suite logo

Freshworks Customer Service Suite

Customer Support

Unified customer service powered by AI

From
Free
Rated
-
Full reviewWebsite
Mattermost logo

Mattermost

Communication & Collaboration

Channel-centric collaboration for secure workflows

From
On request
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; Mattermost no prices are published for any of the three paid tiers (Professional, Enterprise, Enterprise Advanced); all require contacting sales

Where they differ

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

Attributes where Freshworks Customer Service Suite and Mattermost differ
AttributeFreshworks Customer Service SuiteMattermost
Starting priceFreeOn request
Pricing modelUnknownquote
Free tierYesNo
PlatformsWeb, Mobile (iOS, Android)Web
CategoryCustomer SupportCommunication & Collaboration
Founded2010Unknown

Identical on both: 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 Freshworks Customer Service Suite

  • Unified inbox
  • AI-powered chatbot
  • Ticketing system
  • Self-service portal
  • Analytics
  • Automation
  • Slack
  • Microsoft Teams

Only in Mattermost

Nothing recorded that Freshworks Customer Service Suite does not also cover.

What people use each for

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

Freshworks Customer Service Suite

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

Mattermost

No use cases recorded yet. See the Mattermost review.

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

Mattermost

  • No prices are published for any of the three paid tiers (Professional, Enterprise, Enterprise Advanced); all require contacting sales
  • Professional is capped at a maximum of 250 users, forcing a move to Enterprise for larger teams
  • Licenses are sold only as prepaid annual subscriptions, and organizations that exceed their licensed seat count must purchase additional seats on a prorated quarterly basis

Pricing, plan by plan

Freshworks Customer Service Suite

Free

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

Mattermost

On request

No published plan breakdown. See the Mattermost review.

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 Mattermost if

Nothing in the data separates Mattermost from Freshworks Customer Service Suite on the points above - pick on price and on how each one feels to use.

Mattermost review

Questions people ask

Is Freshworks Customer Service Suite or Mattermost better?
Neither clearly leads. Freshworks Customer Service Suite starts at Free and Mattermost at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshworks Customer Service Suite or Mattermost?
Freshworks Customer Service Suite has a free tier; the other does not. Paid plans start at Free for Freshworks Customer Service Suite and On request for Mattermost.
Does Freshworks Customer Service Suite or Mattermost run on more platforms?
Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android). Mattermost runs on Web.
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. Mattermost starts at On request.
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 Mattermost is typically brought in for.
What can Freshworks Customer Service Suite do that Mattermost cannot?
Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal.

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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