# Chatwoot vs Freshdesk

| Attribute | Chatwoot | Freshdesk |
|---|---|---|
| **vioscaleAI score** | 66.4 (74% (medium)) | 63.8 (42% (low)) |
| content.faq | `[{"answer":"A self-hosted, open-source platform for managing customer conversations across multiple channels with AI-powered automation, giving businesses full control over their data while centralizing support operations in a single inbox. It is indexed under Customer Support.","source":"https://www.chatwoot.com","question":"What is Chatwoot?","confidence":0.6},{"answer":"Chatwoot offers a free tier, so you can start without paying. Paid plans start at $49 per month. Prices are published openly on the vendor's own pricing page. Pricing changes often, so verify at source before relying on it.","source":"https://www.chatwoot.com/blog/how-to-decide-pricing-plans-for-your-opensource-product","question":"Is Chatwoot free?","confidence":0.6},{"answer":"We have confirmed browser-based access to Chatwoot. That is the extent of what we could verify from public sources, so it may well offer desktop or mobile clients we have not indexed.","source":"https://www.chatwoot.com","question":"What platforms does Chatwoot support?","confidence":0.6},{"answer":"Yes. Chatwoot can be deployed self-hosted, so it does not have to run on the vendor's infrastructure.","source":"https://www.chatwoot.com","question":"Can Chatwoot be self-hosted?","confidence":0.6},{"answer":"We have confirmed 18 integrations for Chatwoot, including Slack, Webhooks, Dialogflow, Rasa, Twilio, WhatsApp Business, Facebook Messenger and Instagram, plus 10 more. This is what we could verify from public sources, so the vendor may support others we have not indexed.","source":"https://www.chatwoot.com","question":"What does Chatwoot integrate with?","confidence":0.6},{"answer":"We have independently confirmed SOC 2 and GDPR for Chatwoot. Certifications we do not list are ones we have not been able to verify from public sources, which is not the same as Chatwoot not holding them. Always confirm compliance directly before you rely on it.","source":"https://www.chatwoot.com/de/security","question":"What security certifications does Chatwoot have?","confidence":0.7},{"answer":"Chatwoot is available worldwide. Its primary market is the United States.","source":"https://www.chatwoot.com/blog/how-to-decide-pricing-plans-for-your-opensource-product","question":"Where is Chatwoot available?","confidence":0.75}]` | `[{"answer":"A customer service platform that combines AI agents, team collaboration tools, and third-party app integrations to automate and enhance support operations. It is indexed under Customer Support.","source":"https://freshdesk.com","question":"What is Freshdesk?","confidence":0.6},{"answer":"Freshdesk offers a free tier, so you can start without paying. Paid plans start at £15 per agent per month. Prices are published openly on the vendor's own pricing page. Pricing changes often, so verify at source before relying on it.","source":"https://freshdesk.com","question":"Is Freshdesk free?","confidence":0.6},{"answer":"We have confirmed browser-based access to Freshdesk. That is the extent of what we could verify from public sources, so it may well offer desktop or mobile clients we have not indexed.","source":"https://freshdesk.com","question":"What platforms does Freshdesk support?","confidence":0.6},{"answer":"We have only confirmed a cloud / SaaS deployment for Freshdesk, so it appears to be vendor-hosted. If a self-hosted option exists we have not found it documented publicly.","source":"https://freshdesk.com","question":"Can Freshdesk be self-hosted?","confidence":0.6},{"answer":"We have confirmed 4 integrations for Freshdesk, including MCP-connected AI tools and apps, Slack, Freshcaller and Freshservice. This is what we could verify from public sources, so the vendor may support others we have not indexed.","source":"https://freshdesk.com","question":"What does Freshdesk integrate with?","confidence":0.6}]` |
| deployment.options | `{"cloud":true,"on_prem":true,"self_hosted":true}` | `{"cloud":true}` |
| description.long | Consolidates customer conversations from email, chat, social media, and phone into one dashboard, with AI-powered reply suggestions, automated workflows, and a self-service knowledge base to help teams respond faster. | A customer service platform that combines AI agents, team collaboration tools, and third-party app integrations to automate and enhance support operations. |
| features.capabilities | `{"hosting":"both","ai_agent":true,"sso_scim":true,"free_tier":true,"live_chat":true,"ticketing":true,"api_access":true,"omnichannel":true,"sla_routing":true,"shared_inbox":true,"knowledge_base":true,"voice_telephony":true,"automation_macros":true,"reporting_dashboards":true}` | `{"ai_agent":true,"free_tier":true,"live_chat":true,"ticketing":true,"api_access":true,"sla_routing":true,"automation_macros":true,"reporting_dashboards":true}` |
| integrations.count | 18 | 3 |
| integrations.list | `[{"name":"Slack"},{"name":"Webhooks"},{"name":"Dialogflow"},{"name":"Rasa"},{"name":"Twilio"},{"name":"WhatsApp Business"},{"name":"Facebook Messenger"},{"name":"Instagram"},{"name":"TikTok"},{"name":"Telegram"},{"name":"LINE"},{"name":"X/Twitter"},{"name":"Email (IMAP/SMTP)"},{"name":"WhatsApp","native":true,"category":"messaging","direction":"inbound"},{"name":"SMS","native":true,"category":"messaging","direction":"bidirectional"},{"name":"Email","native":true,"category":"email","direction":"bidirectional"},{"name":"Twitter","native":true,"category":"social","direction":"inbound"},{"name":"Shopify","native":true,"category":"ecommerce"},{"name":"Linear","native":true,"category":"crm","direction":"outbound"},{"name":"Google Translate","native":true},{"name":"Cloudflare RealtimeKit","native":true,"category":"communication"},{"name":"REST API","native":true,"direction":"bidirectional"},{"name":"Facebook","category":"social","direction":"bidirectional"},{"name":"X (Twitter)","native":true,"category":"chat","direction":"bidirectional"},{"name":"Voice","native":true,"category":"communication","direction":"bidirectional"},{"name":"Google NLP","native":false,"category":"ai"}]` | `[{"name":"MCP-connected AI tools and apps"},{"name":"Slack","native":true,"category":"chat"},{"name":"Freshcaller","native":true},{"name":"Freshservice","native":true}]` |
| market.availability | `{"hqCountry":"US","primaryMarkets":["US"],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` | - |
| platform.support | `{"cli":true,"ios":true,"web":true,"android":true}` | `{"web":true}` |
| pricing | `{"type":"subscription","plans":[{"free":true,"name":"Hacker","summary":"Free, up to 2 agents, 500 conversations/month","features":["Live chat","Voice","Email","WhatsApp","Facebook Messenger","Instagram","TikTok","Telegram","LINE","SMS"],"minSeats":2,"commitment":"monthly","components":[{"kind":"fixed","amount":0,"period":"month","currency":"USD"}],"contactSales":false,"includedLimits":{"conversations":"500/month","data_retention":"30 days"}},{"free":false,"name":"Startups","summary":"$19/agent/month","features":["All channels","Captain AI","Automation rules","Teams","SSO/SAML","Audit logs","SLA Management","Knowledge base","Webhooks","API access"],"commitment":"monthly","components":[{"kind":"per_unit","unit":"agent","amount":19,"period":"month","currency":"USD"}],"contactSales":false,"includedLimits":{"captain_ai_credits":"300/month"}},{"free":false,"name":"Business","summary":"$39/agent/month, 2-year data retention","features":["All channels","Captain AI","Automation rules","Teams","SSO/SAML","Audit logs","SLA Management","Knowledge base","Custom branding","Webhooks","API access"],"commitment":"monthly","components":[{"kind":"per_unit","unit":"agent","amount":39,"period":"month","currency":"USD"}],"description":"Most popular","contactSales":false,"includedLimits":{"data_retention":"2 years","captain_ai_credits":"500/month"}},{"free":false,"name":"Enterprise","summary":"$99/agent/month, 3-year data retention","features":["All channels","Captain AI","Automation rules","Teams","SSO/SAML","Audit logs","SLA Management","Knowledge base","Custom branding","Webhooks","API access","Dedicated support"],"commitment":"monthly","components":[{"kind":"per_unit","unit":"agent","amount":99,"period":"month","currency":"USD"}],"contactSales":true,"includedLimits":{"data_retention":"3 years","captain_ai_credits":"800/month"}}],"addOns":[{"name":"Captain AI Credits","components":[{"per":{"qty":1,"unit":"credit"},"kind":"metered","amount":0.02,"currency":"USD"}]}],"summary":"From free to $99/agent/month. 15-day free trial. Paid plans include Captain AI credits.","currency":"USD","freeTier":true,"sourceUrl":"https://www.chatwoot.com/pricing","retrievedAt":"2026-10-05T12:40:38.939Z","freeTrialDays":15,"startingPrice":{"unit":"agent","amount":19,"period":"month","currency":"USD"},"billingPeriods":["month"]}` | `{"type":"subscription","plans":[{"free":false,"name":"Growth","summary":"£15/agent/month billed annually","features":["Freddy AI Agent (first 500 sessions included)","Ticketing & shared inbox","Customer portal & knowledge base","Out-of-the-box analytics & reporting","Threads & tasks","Roles & permissions"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":15,"period":"month","currency":"GBP"}],"description":"Launch AI-powered service over email","contactSales":false,"includedLimits":{"ai_agent_sessions":"500"}},{"free":false,"name":"Pro","summary":"£39/agent/month billed annually","features":["Freddy AI Agent (first 500 sessions included)","Multilingual helpdesk","Custom dashboards & reporting","Intelligent routing","Multiple SLA policies","External collaborators"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":39,"period":"month","currency":"GBP"}],"description":"Scale AI-powered service across your business","contactSales":false,"includedLimits":{"ai_agent_sessions":"500"}},{"free":false,"name":"Enterprise","summary":"£67/agent/month billed annually","features":["Freddy AI Agent (first 500 sessions included)","Freddy AI Insights","Skill-based routing","Sandbox","Audit logs","Allowed domains & IP whitelisting"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":67,"period":"month","currency":"GBP"}],"description":"Deliver enterprise-grade, AI-powered service","contactSales":false,"includedLimits":{"ai_agent_sessions":"500"}}],"addOns":[{"name":"Freddy AI Copilot","components":[{"kind":"per_unit","unit":"agent","amount":23,"period":"month","currency":"GBP"}]},{"name":"Additional AI Agent sessions","components":[{"per":{"qty":100,"unit":"sessions"},"kind":"metered","amount":36,"currency":"GBP"}]},{"name":"Day passes","components":[{"kind":"fixed","amount":1.5,"currency":"GBP"}]},{"name":"Connector app tasks","components":[{"per":{"qty":5000,"unit":"tasks"},"kind":"metered","amount":65,"currency":"GBP"}]}],"summary":"From £15/agent/month billed annually. 14-day free trial.","currency":"GBP","freeTier":true,"sourceUrl":"https://freshdesk.com","retrievedAt":"2026-08-03T11:47:05.273Z","freeTrialDays":14,"startingPrice":{"amount":15,"period":"month","currency":"GBP"},"billingPeriods":["month","year"]}` |
| pricing.free_tier | yes | yes |
| pricing.model | freemium | freemium |
| pricing.price_level | mid | low |
| pricing.starting_price | `{"amount":19,"currency":"USD"}` | - |
| pricing.transparent | yes | no |
| reliability.sla_pct | - | 99.9 |
| reliability.status_page | yes | yes |
| security.certifications | `[{"name":"SOC 2 Type II","level":"Type II","status":"active","evidenceUrl":"https://www.chatwoot.com/blog/soc-2-type-ii-compliance"}]` | - |
| security.disclosure_policy | yes | - |
| security.gdpr | yes | - |
| security.soc2 | yes | - |
| security.trust_center | https://www.chatwoot.com/security | - |

## Capabilities (Customer Support)

| Capability | Chatwoot | Freshdesk |
|---|:--:|:--:|
| **Core** |  |  |
| Ticket / case management | ✓ | ✓ |
| **Channels** |  |  |
| Live chat | ✓ | ✓ |
| Shared inbox | ✓ | - |
| Omnichannel (email+chat+social+voice) | ✓ | - |
| Voice / telephony | ✓ | - |
| **Self-service** |  |  |
| Self-service knowledge base | ✓ | - |
| **Automation** |  |  |
| SLAs, triggers & routing | ✓ | ✓ |
| Automation / macros | ✓ | ✓ |
| **AI** |  |  |
| AI agent / copilot | ✓ | ✓ |
| **Insight** |  |  |
| Reporting & dashboards | ✓ | ✓ |
| **Deployment** |  |  |
| Hosting | Cloud + self-hosted | - |
| **Enterprise** |  |  |
| SSO / SCIM | ✓ | - |
| **Extensibility** |  |  |
| Public API | ✓ | ✓ |
| **Pricing** |  |  |
| Free tier | ✓ | ✓ |

*Source: vioscaleAI. Generated 2026-10-16T19:05:40.984Z. "-" = undocumented, not absent.*