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Software · head to head

Zendesk Chat vs Freshchat

Zendesk Chat logo

Zendesk Chat

Software

Live chat software from Zendesk

From
$49/month
Rated
-
Full reviewWebsite
Freshchat logo

Freshchat

Software

Modern messaging for customer engagement

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Freshchat has a free tier, so it costs nothing to try first.
  • Each has a real cost: Zendesk Chat messaging and live chat require at least the Suite Team plan at $55/agent/month paid yearly; the base Support Team plan at $19/agent/month does not include chat at all; Freshchat the free plan covers up to 10 agents and omits social messengers, SMS and reporting
  • They diverge on capability: Zendesk Chat covers Web messaging, Freshchat covers Live chat.

Where they differ

Only the attributes on which Zendesk Chat and Freshchat actually diverge.

Attributes where Zendesk Chat and Freshchat differ
AttributeZendesk ChatFreshchat
Starting price$49/monthFree
Free tierNoYes
Founded20072010

Identical on both: pricing model (subscription), platforms (Web, Ios, Android), user rating (Not yet rated), category (Unknown).

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 Zendesk Chat

  • Web messaging
  • Mobile messaging
  • Proactive chat
  • Analytics
  • Triggers
  • Zendesk Support
  • Salesforce
  • WordPress

Only in Freshchat

  • Live chat
  • Campaigns
  • WhatsApp
  • Instagram
  • Apple Business Chat
  • Freshdesk
  • Freshsales
  • Slack

Both cover

  • Chatbots
  • Shopify
  • SOC2
  • GDPR
  • Web support
  • Ios support
  • Android support

What people use each for

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

Zendesk Chat

  • Support teams wanting live chat bundled with ticketing rather than a standalone chat widgetnot Freshchat

Freshchat

  • Live chat on a website or in an appnot Zendesk Chat
  • Shared inbox across chat, email and social messengersnot Zendesk Chat
  • Chatbot deflection before a conversation reaches an agentnot Zendesk Chat
  • Routing conversations by skill or language on the higher tiersnot Zendesk Chat

Where each one falls short

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

Zendesk Chat

  • Messaging and live chat require at least the Suite Team plan at $55/agent/month paid yearly; the base Support Team plan at $19/agent/month does not include chat at all
  • Enterprise-grade chat features (Admin Copilot, skills-based routing) require Suite Professional at $115/agent/month or higher

Freshchat

  • The free plan covers up to 10 agents and omits social messengers, SMS and reporting
  • Reporting and social channels need Growth at $19 per agent per month billed annually
  • Intelligent routing, multilingual support and custom dashboards require Pro at $49 per agent per month
  • Skill-based routing, audit logs and IP whitelisting are Enterprise only at $79 per agent per month
  • Freddy AI is charged on top of the seat price, at $49 per 100 agent sessions and $29 per agent per month for Copilot

Pricing, plan by plan

Zendesk Chat

$49/month
  • Suite Team$49/month
    • Messaging
    • Help center
    • Basic bots
  • Suite Growth$79/month
    • Team + Multiple brands
    • Custom fields
  • Suite Professional$99/month
    • Growth + AI
    • Custom analytics

Freshchat

Free
  • FreeFree
    • 100 contacts
    • Chatbot
    • Inbox views
  • Growth$19/month
    • 2000 contacts
    • WhatsApp
    • Instagram
  • Pro$49/month
    • 5000 contacts
    • Auto-resolve
    • Advanced routing
  • Enterprise$79/month
    • Unlimited contacts
    • Custom bots
    • User authentication

Which should you pick?

Choose Zendesk Chat if

  • You need web messaging.
  • You work on Web, Ios, Android.
  • You also want mobile messaging.
Zendesk Chat review

Choose Freshchat if

  • You need live chat.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want campaigns.
Freshchat review

Questions people ask

Is Zendesk Chat or Freshchat better?
Neither clearly leads. Zendesk Chat starts at $49/month and Freshchat at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Zendesk Chat or Freshchat?
Freshchat has a free tier; the other does not. Paid plans start at $49/month for Zendesk Chat and Free for Freshchat.
Does Zendesk Chat or Freshchat run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
Can I use Freshchat for free?
Yes. Freshchat has a free tier, so you can try it without paying. Zendesk Chat starts at $49/month.
What is Zendesk Chat best used for?
Zendesk Chat is most often used for support teams wanting live chat bundled with ticketing rather than a standalone chat widget. Of those, support teams wanting live chat bundled with ticketing rather than a standalone chat widget is not what Freshchat is typically brought in for.
What can Zendesk Chat do that Freshchat cannot?
Zendesk Chat covers Web messaging, Mobile messaging, Proactive chat, Analytics. Freshchat covers Live chat, Campaigns, WhatsApp, Instagram. Both handle Chatbots, Shopify, SOC2, GDPR.
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Related pages

More on Zendesk Chat

More on Freshchat

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