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Methodology
Freshservice
4.6
( 1,147 )
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At a Glance
Overview
Freshservice is a cloud-based IT Service Management (ITSM) and enterprise service management (ESM) platform that supports ITIL-aligned best practices. It combines ticketing, incident/problem/change/release management, service catalog and request fulfillment, self-service portal and knowledge base... Learn more
Capabilities
- AI Enabled
- API Available
- Open Source
- CLI Available
No images available
Wati is a SaaS platform for businesses to manage marketing, sales and support via messaging channels (primarily WhatsApp, plus Instagram, Facebook, RCS, SMS and TikTok). It provides a shared/team inbox, chatbots (no-code), AI agents and copilot, automation workflows, campaign broadcasting, CRM/sa... Learn more
Capabilities
- AI Enabled
- API Available
- Open Source
- CLI Available
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Pricing
Free trial available
Free plan available
Billing type
Recurring Subscription
Starter
$29.00
/ month
Growth
$59.00
/ month
Pro
$109.00
/ month
Enterprise
Contact Us
Free trial available
Free plan available
Billing type
Perpetual License
Custom domain (add-on)
$50.00
one-time
Growth
$59.00
/ month
Pro
$119.00
/ month
Business
$279.00
/ month
Dedicated server (add-on)
$1000.00
/ month
PAYG (India)
Contact Us
Pros and Cons
- Comprehensive ITIL process coverage (Incident, Problem, Change, Release, CMDB) in one platform
- Strong workflow automation / orchestration features with predictable transaction-based pricing
- AI-powered virtual agent (Freddy) and copilot with multilingual support and human escalation paths
- Flexible licensing with Day Passes for occasional agents and differentiation between business/regular agents
- Large ecosystem of integrations and apps via Freshworks Marketplace
- No on-premises deployment option (cloud-only)
- Many advanced modules require Pro or Enterprise tiers, increasing overall cost for full feature sets
- Some features (e.g., certain change risk assessments/surveys) noted as planned/future releases
- Limited visibility into monthly-billed prices and monthly billing can be significantly higher
- Some UI customization flexibility is limited (e.g., sidebar order)
- Unified platform combining messaging, marketing, sales and support
- Strong WhatsApp Business API support with AI enhancements (agents, copilot, translation)
- Broad integration library and documented APIs/webhooks
- Mobile apps for iOS and Android included
- 7-day free trial without payment details
- Pricing can be complex: message-based pricing plus add-ons and regional differences
- Some advanced features (webhooks, integrations, Instagram inbox) are locked behind higher tiers or unavailable on PAYG
- Automation trigger and chatbot session limits can be restrictive at high volumes unless upgraded
- Reported issues with support responsiveness and onboarding in some reviews
- Round-robin assignment and phone-number masking are missing or plan-limited
Reviewer's Segments
Small Business
18.31%
Mid Market
61.9%
Enterprise
19.79%
Small Business
81.4%
Mid Market
16.74%
Enterprise
1.86%
Deployment
- Cloud based
- Desktop based
- Mobile based
- On-premise
- Cloud based
- Desktop based
- Mobile based
- On-premise
Support
- Chat
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
- Chat
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
Training
- Documentation
- Videos
- Documentation
- Videos
Integrations
Total integrations:
14
- Bitrix24
- Box
- Calendly
- DocuSign
- Dropbox
- Eset Endpoint Antivirus
- FreshBooks
- Freshdesk
- Freshdesk Contact Center
- Freshteam
- Google Workspace
- Helpdesk
- HubSpot CRM
- Klaviyo
- Microsoft 365
- ServiceNow
- Shopify
- Slack
- Smartsheet
- WooCommerce
- Zapier
- Zoho CRM
Total integrations:
8
- Bitrix24
- Box
- Calendly
- DocuSign
- Dropbox
- Eset Endpoint Antivirus
- FreshBooks
- Freshdesk
- Freshdesk Contact Center
- Freshteam
- Google Workspace
- Helpdesk
- HubSpot CRM
- Klaviyo
- Microsoft 365
- ServiceNow
- Shopify
- Slack
- Smartsheet
- WooCommerce
- Zapier
- Zoho CRM
Top Alternatives
Categories
Company Details
- By Freshworks Inc.
- Located in San Mateo, California, United States
- Founded in 2010
- By Clare.ai Limited (Wati)
- Located in Hong Kong, Hong Kong
- Founded in 2020
