# Chatwoot vs Freshdesk

| Attribute | Chatwoot | Freshdesk |
|---|---|---|
| **Vioscale score** | 65.7 (73% (medium)) | 67.7 (41% (low)) |
| deployment.options | `{"cloud":true,"on_prem":true,"self_hosted":true}` | `{"cloud":true}` |
| description.long | All-in-one omnichannel customer support platform with AI assistant, ticketing, shared inbox, knowledge base, and automation. Available as cloud-hosted SaaS or self-hosted open source. | Freshdesk is an AI-powered customer service platform that combines ready-to-use AI agents, people, and workflows with a guided path to AI adoption for faster issue resolution and improved agent productivity. |
| 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,"ticketing":true,"api_access":true,"automation_macros":true}` |
| integrations.count | 13 | 1 |
| 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":"MCP-connected AI tools and apps"}]` |
| market.availability | `{"primaryMarkets":["US"],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` | - |
| platform.support | `{"web":true}` | `{"web":true}` |
| pricing | `{"type":"subscription","plans":[{"free":true,"name":"Free","features":["Live chat","All messaging channels","Basic automation"],"description":"2 agents on live chat and all channels"}],"summary":"Free plan for 2 agents. Per-agent pricing for paid tiers.","currency":"USD","freeTier":true,"sourceUrl":"https://www.chatwoot.com/blog/how-to-decide-pricing-plans-for-your-opensource-product","retrievedAt":"2026-08-13T16:53:58.769Z","freeTrialDays":15}` | `{"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 | low | low |
| pricing.transparent | yes | yes |
| reliability.status_page | yes | yes |
| security.disclosure_policy | yes | - |
| security.gdpr | yes | - |
| security.soc2 | yes | - |

## 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: Vioscale. Generated 2026-09-01T15:18:54.496Z. "-" = undocumented, not absent.*