Software · head to head
SupportBee vs Freshservice
The short version
- Each has a real cost: SupportBee email-only ticketing, no live chat, phone support, chatbots, or AI features; 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: SupportBee covers Shared inbox, Freshservice covers Incident management.
Where they differ
Only the attributes on which SupportBee and Freshservice actually diverge.
| Attribute | SupportBee | Freshservice |
|---|---|---|
| Starting price | $13/month | $19/month |
| Pricing model | Unknown | subscription |
| Platforms | Web, Mobile Browser | Web, Ios, Android |
Identical on both: free tier (No), user rating (Not yet rated), category (Unknown), 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 SupportBee
- Shared inbox
- Email ticketing
- Snippets
- Customer portal
- Reports
- Trello
- Asana
- Pipedrive
Only in Freshservice
- Incident management
- Asset management
- Change management
- Automation
- Reporting
- Microsoft Teams
- AWS
- Azure
Both cover
- Knowledge base
- Slack
- Web support
- Ios support
- Android support
What people use each for
The jobs each tool is most often brought in to do.
SupportBee
- Email supportnot Freshservice
- Ticket managementnot Freshservice
- Team collaborationnot Freshservice
Freshservice
- IT service management and internal help desk ticketingnot SupportBee
- Asset management and change control for IT teamsnot SupportBee
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
SupportBee
- Email-only ticketing, no live chat, phone support, chatbots, or AI features
- Basic reporting and analytics, lacking advanced dashboards and customizable metrics
- No SLA management capabilities
- Limited workflow customization compared to enterprise platforms
- No dedicated mobile app (web interface only)
- Confusing navigation and UI issues reported by some users
- Cannot select and snooze multiple emails at once
- Occasional performance delays
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
SupportBee
$13/month- Startup$13/month
- Unlimited tickets and inboxes
- Team inbox with ticket assignment
- Knowledge base integration (KBee)
- Enterprise$17/month
- All Startup features
- Advanced integrations
- Custom roles and permissions
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 SupportBee if
- You need shared inbox.
- You work on Web, Mobile Browser.
- You also want email ticketing.
Choose Freshservice if
- You need incident management.
- You work on Web, Ios, Android.
- You also want asset management.
Questions people ask
- Is SupportBee or Freshservice better?
- Neither clearly leads. SupportBee starts at $13/month and Freshservice at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, SupportBee or Freshservice?
- SupportBee starts at $13/month and Freshservice at $19/month.
- Does SupportBee or Freshservice run on more platforms?
- SupportBee runs on Web, Mobile Browser. Freshservice runs on Web, Ios, Android.
- What is SupportBee best used for?
- SupportBee is most often used for email support, ticket management, team collaboration. Of those, email support and ticket management are not what Freshservice is typically brought in for.
- What can SupportBee do that Freshservice cannot?
- SupportBee covers Shared inbox, Email ticketing, Snippets, Customer portal. Freshservice covers Incident management, Asset management, Change management, Automation. Both handle Knowledge base, Slack, Web support, Ios support.
Answered from the vendors’ own pages
SupportBee: How much does SupportBee cost?
SupportBee offers Startup plan at $13/user/month and Enterprise at $17/user/month, both with unlimited tickets and inboxes. No per-ticket charges. A 14-day free trial is available with no credit card required.
SourceSupportBee: Does SupportBee offer live chat or phone support?
No. SupportBee focuses on email ticketing and does not include native live chat, phone support, chatbots, or AI features. It is designed for email-based customer support.
SourceSupportBee: What platforms can SupportBee run on?
SupportBee is a web-based platform accessible on desktop and mobile browsers. It does not offer a dedicated desktop or mobile app, but the web interface is responsive and works on phones. Integration with email clients is available.
SourceSupportBee: Does SupportBee integrate with Slack?
Yes. SupportBee integrates with Slack to send real-time notifications for new tickets, replies, assignments, and internal comments. Teams can configure which events trigger alerts and organize notifications into dedicated channels.
Source