Zendesk vs Freshchat

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

Compare	ZendeskZendesk	FreshchatFreshworks
In one line	Full ticketing across email, chat, phone, and social	Live chat, WhatsApp, and chatbots in one inbox
Starting price	From $19/person	From $19/person
Six-person team	$114/mo	$114/mo
Plans	Support Team $19/agent/mo; Suite Team $55/agent/mo; Suite Professional $115/agent/mo, billed annually (monthly $25/$69/$149)	Free up to 10 agents; Growth $19/agent/mo; Pro $49/agent/mo; Enterprise $79/agent/mo, billed annually; extra bot sessions $49 per 100
Pricing model	Free trial	Free tier
Free trial	14 days	14 days
Users	Per agent	Per agent
Integrations	1,500+ apps	Freshdesk, Shopify, WhatsApp, Instagram, Slack
Team size	11–50 people · 51–200 people	2–10 people · 11–50 people
Available in	US · UK · CA · AU	US · UK · CA · AU
Phone support	Plans not stated (US)	Plans not stated
Live chat	Plans not stated	None listed
Support hours	Phone: 8am-6pm Eastern Time, Monday through Friday (excluding holidays)	Not published
Incidents posted	Zendesk has a public status page. Status page	Freshworks has a public status page. Status page
Capterra score	4.4 / 5 from 4,094 reviews	4.2 / 5 from 178 reviews
Trustpilot score	1.8 / 5 from 742 reviews	Not listed
Fit: Retail shop	50	65
Fit: Restaurant or café	30	45
Fit: Service business	65	75
Fit: Agency or studio	60	65
Fit: Trades or contractor	40	50
Fit: Online store	85	88
Why people pick it	Handles any channel Deep reporting	WhatsApp and social DMs in one place Free tier to start
Where it falls short	Complex setup Per-agent cost	Bot sessions cost extra Needs Freshdesk for proper ticketing
	Visit Zendesk ↗	Visit Freshchat ↗

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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