Customer Support · head to head
Re:amaze vs Freshservice
Re:amaze
Customer Support
Customer messaging for online businesses
- From
- $29/month
- Rated
- -
The short version
- Each has a real cost: Re:amaze aI resolutions are metered per plan at 5, 10 and 20 a month, with each additional resolution at $0.85; 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: Re:amaze covers Multi-channel inbox, Freshservice covers Incident management.
Where they differ
Only the attributes on which Re:amaze and Freshservice actually diverge.
| Attribute | Re:amaze | Freshservice |
|---|---|---|
| Starting price | $29/month | $19/month |
| Founded | 2012 | 2010 |
Identical on both: pricing model (subscription), free tier (No), platforms (Web, Ios, Android), user rating (Not yet rated), category (Customer Support).
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 Re:amaze
- Multi-channel inbox
- Live chat
- FAQ center
- Chatbots
- Push campaigns
- Shopify
- BigCommerce
- WooCommerce
Only in Freshservice
- Incident management
- Asset management
- Change management
- Knowledge base
- Reporting
- Microsoft Teams
- AWS
- Azure
Both cover
- Automation
- Slack
- GDPR
- Web support
- Ios support
- Android support
What people use each for
The jobs each tool is most often brought in to do.
Re:amaze
- Multichannel customer support across email, chat, social and SMSnot Freshservice
- Running a help centre and chatbots for an ecommerce storenot Freshservice
Freshservice
- IT service management and internal help desk ticketingnot Re:amaze
- Asset management and change control for IT teamsnot Re:amaze
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
Re:amaze
- AI resolutions are metered per plan at 5, 10 and 20 a month, with each additional resolution at $0.85
- The flat rate Starter plan at $59 a month caps responded conversations at 500
- SMS, voice, multiple brands and a custom domain all require the Pro plan at $49 per team member
- Departments, custom roles, shift management and satisfaction ratings are Plus only at $69 per team member
- The 10% saving requires annual billing
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
Re:amaze
$29/month- Basic$29/month
- Unlimited channels
- Basic automation
- FAQ
- Pro$49/month
- Live view
- Advanced workflows
- Push campaigns
- Plus$69/month
- Staff reports
- Custom roles
- SMS support
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 Re:amaze if
- You need multi-channel inbox.
- You work on Web, Ios, Android.
- You also want live chat.
Choose Freshservice if
- You need incident management.
- You work on Web, Ios, Android.
- You also want asset management.
Questions people ask
- Is Re:amaze or Freshservice better?
- Neither clearly leads. Re:amaze starts at $29/month and Freshservice at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Re:amaze or Freshservice?
- Re:amaze starts at $29/month and Freshservice at $19/month.
- Does Re:amaze or Freshservice run on more platforms?
- Both run on Web, Ios, Android, so platform support will not decide this one for you.
- What is Re:amaze best used for?
- Re:amaze is most often used for multichannel customer support across email, chat, social and sms, running a help centre and chatbots for an ecommerce store. Of those, multichannel customer support across email, chat, social and sms and running a help centre and chatbots for an ecommerce store are not what Freshservice is typically brought in for.
- What can Re:amaze do that Freshservice cannot?
- Re:amaze covers Multi-channel inbox, Live chat, FAQ center, Chatbots. Freshservice covers Incident management, Asset management, Change management, Knowledge base. Both handle Automation, Slack, GDPR, Web support.