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Freshchat vs Freshdesk
March 12, 2025 | Author: Sandeep Sharma
8★
Freshchat is a modern live chat software built to help acquire, engage, and support customers on web, mobile, or social messengers.
24★
Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one. Supports omnichannel communication, including chat, phone, and social media.
Freshchat and Freshdesk are, at first glance, strikingly similar—both born from the same parent company in India, both designed to help businesses interact with customers without causing existential despair and both armed with AI that promises to automate things in a way that hopefully doesn’t lead to the rise of the machines. They both juggle multiple communication channels, from email to social media and they integrate with other Freshworks products, presumably so they don’t get lonely. In essence, they exist to ensure that customers feel heard, even if the person listening is, more often than not, an algorithm.
Freshchat, the younger and more energetic sibling, was launched in 2017 with the noble purpose of making conversations feel less like filing a tax return and more like texting a friend (who is very patient and available 24/7). It thrives in the fast-paced world of live chat, chatbots and instant messaging, making it the perfect companion for businesses that prefer to engage customers before they’ve had time to second-guess their life choices. If Freshchat were a person, it would be the overly enthusiastic tech startup guy who insists that "AI-driven conversational engagement" is the future of human connection.
Freshdesk, on the other hand, has been around since 2010 and is more like the wise but slightly overworked office manager who insists on proper paperwork. It believes in structure, in rules, in tickets that must be categorized, assigned and resolved with the precision of a Swiss watch. Businesses that deal with a relentless stream of support requests find solace in its neatly organized workflow, complete with knowledge bases, SLA policies and call center support—because sometimes, the only thing standing between civilization and chaos is a well-documented ticketing system.
See also: Top 10 Live Chat platforms
Freshchat, the younger and more energetic sibling, was launched in 2017 with the noble purpose of making conversations feel less like filing a tax return and more like texting a friend (who is very patient and available 24/7). It thrives in the fast-paced world of live chat, chatbots and instant messaging, making it the perfect companion for businesses that prefer to engage customers before they’ve had time to second-guess their life choices. If Freshchat were a person, it would be the overly enthusiastic tech startup guy who insists that "AI-driven conversational engagement" is the future of human connection.
Freshdesk, on the other hand, has been around since 2010 and is more like the wise but slightly overworked office manager who insists on proper paperwork. It believes in structure, in rules, in tickets that must be categorized, assigned and resolved with the precision of a Swiss watch. Businesses that deal with a relentless stream of support requests find solace in its neatly organized workflow, complete with knowledge bases, SLA policies and call center support—because sometimes, the only thing standing between civilization and chaos is a well-documented ticketing system.
See also: Top 10 Live Chat platforms
