Freshservice vs Textline

Two customer support tools side by side. Prices are the starting plan a small business would pick, in USD.

Compare	FreshserviceFreshworks	TextlineTextline
In one line	IT help desk for your own staff's requests, not your customers	Shared inbox for business texting, priced by quote
Starting price	From $19/person	Price by quote
Six-person team	$114/mo	Price by quote
Plans	Starter $19/agent/mo; Growth $49/agent/mo; Pro $99/agent/mo, billed annually ($29, $59 and $119 month to month); Enterprise by quote; Freddy AI Copilot $29/agent/mo extra	No prices published; quoted by plan, agents and message credits. Essentials: 3 agents, at least 600 message credits/mo. Pro: 5 agents, at least 2,000 credits, Salesforce integration, priority support, customer success manager. Enterprise: custom. Add-on credits 3¢ each, bought ahead once per billing cycle; backup credits 4¢ each, auto-bought in blocks of at least 250; an MMS uses 3 credits. Local 10DLC numbers add a $15/mo campaign fee; toll-free numbers have none. Monthly or annual billing. Free account to start, no card
Pricing model	Free trial	Paid
Free trial	14 days	—
Users	Per agent	3 agents on Essentials; 5 on Pro
Integrations	Microsoft Teams, Slack, Workday, Freshworks Marketplace apps	Zendesk, Salesforce, HubSpot, Help Scout, Freshdesk, Gorgias, Aircall, Slack, Zapier
Team size	11–50 people · 51–200 people	2–10 people · 11–50 people · 51–200 people
Available in	US · UK · CA · AU	US · CA
Phone support	Plans not stated	Plans not stated
Live chat	None listed	None listed
Support hours	Not published	Not published
Incidents posted	Freshworks has a public status page. Status page	2 incidents posted on Textline's status page in the 90 days to Oct 27, 2026; 0 marked major or critical by Textline. Status page
Fit: Retail shop	15	55
Fit: Restaurant or café	10	40
Fit: Service business	35	80
Fit: Agency or studio	40	50
Fit: Trades or contractor	15	75
Fit: Online store	25	65
Why people pick it	Gives staff one place to ask for IT help instead of messaging whoever knows computers 14-day free trial	Several agents texting customers from one number HIPAA-compatible on every plan
Where it falls short	Not for customer support SLAs and the service catalog start on Growth at $49 per agent	No published prices Message credits and number fees on top
	Visit Freshservice ↗	Visit Textline ↗

Six-person prices are what a team of six would pay on the published plans; "Not listed" means those plans don't cover six. How we calculate prices

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