Freshchat vs Freshdesk

Freshchat and Freshdesk represent Freshworks' dual approach to customer communication: modern chat-first versus traditional helpdesk. Freshchat (G2 4.2/5) focuses on real-time messaging at $15-$69/agent, while Freshdesk (G2 4.4/5) provides comprehensive ticketing from $0-$79/agent.

Both platforms share the same parent company but serve different communication preferences: Freshchat for businesses prioritizing instant messaging and modern chat experiences, Freshdesk for traditional ticket-based support operations.

Freshchat specializes in modern messaging with features like proactive chat campaigns, bot automation, in-app messaging, and real-time visitor tracking. It excels at engaging website visitors and providing instant support through various messaging channels including WhatsApp and social platforms.

Freshdesk offers a complete helpdesk solution with ticket management, knowledge base, phone support, email automation, and comprehensive reporting. It's designed for structured support operations with SLA management, escalation workflows, and detailed analytics.

The key difference is communication style: Freshchat optimizes for immediate, conversational interactions, while Freshdesk structures support into trackable tickets with formal workflows.

Freshchat ranges from $15-$69 per agent monthly with no free tier, focusing on chat and messaging features. Pricing scales with advanced automation, bot capabilities, and integration options.

Freshdesk starts free for up to 10 agents, then costs $15-$79 per agent monthly. The free tier includes basic ticketing, while paid plans add phone support, automation, and advanced reporting.

For chat-focused support, Freshchat's pricing is competitive. For comprehensive support needs, Freshdesk's free tier and broader feature set often provide better value, especially for teams testing helpdesk solutions.

Choose Freshchat if your customers prefer instant messaging, you want modern chat experiences with proactive engagement, and real-time communication is your priority. Choose Freshdesk if you need comprehensive multi-channel support with traditional ticketing workflows and extensive automation.

Choose Freshchat if: Your customers expect instant responses, you want to engage website visitors proactively, and your support strategy centers around real-time messaging and chat automation.

Choose Freshdesk if: You need structured ticket management, multi-channel support including phone and email, comprehensive reporting, or want to start with a free tier before scaling.

For teams wanting both chat and ticketing capabilities without choosing between platforms, Converge at $49/month with up to 15 agents combines real-time messaging with comprehensive support management in one solution.