Freshdesk vs Re:amaze
A side-by-side comparison of Freshdesk and Re:amaze on what each one charges, what it meters, and which plan every capability actually sits on.
The short answer
2 of the 7 capabilities tracked on both differ. Freshdesk starts at $19/seat/mo, Re:amaze at $26.10/seat/mo.
| Measure | Freshdesk | Re:amaze |
|---|---|---|
| Starts at | $19/seat/mo | $26.10/seat/mo |
| Charged per | Each agent seat | Each agent seat |
| AI billed at | $0.49 per AI session | $0.85 per AI resolution |
| Included, where the other says no | 1 capability | 1 capability |
Capability by capability
2 of the 7 capabilities tracked on both products differ.
Channels
| Capability | Freshdesk | Re:amaze |
|---|---|---|
| Included | Included | |
| Live chat | Not published | Included |
| Voice | Not published | IncludedPro, $49 per team member per month. |
| SMS | Not published | IncludedPro, $49 per team member per month. Delivered through Twilio or ClickSend. |
| Not published | IncludedDelivered through Twilio, so a Twilio account is required. No plan gate is published for WhatsApp specifically. | |
| Instagram / Facebook | Not published | IncludedFacebook page comments, Messenger and Instagram comments land in the same inbox. |
| X / Twitter | Not published | Included |
| Community forum | IncludedPro and above. Forums are also included in the account XML export. | Not published |
| Video | Not published | IncludedPlus, $69 per team member per month. In-chat video calls. |
| Co-browsing | Not published | IncludedPlus, $69 per team member per month. Sold as Peek. |
Ticketing
| Capability | Freshdesk | Re:amaze |
|---|---|---|
| Shared inbox | Not published | Included |
| Ticket queues | IncludedAll three plans, from Growth at $19 an agent. | Not published |
| SLA policies | IncludedMultiple SLA policies require Pro. | Not published |
| Business hours | IncludedPro $55 an agent and above. Not on Growth. | Not published |
| Macros / saved replies | Not published | IncludedSold as Response Templates. Readable and writable through the REST API. |
| Side conversations | IncludedAll three plans, from Growth at $19 an agent. | Not published |
| Custom fields | IncludedPro $55 an agent and above. Not on Growth. | Not published |
| Custom objects | IncludedEnterprise $89 an agent only. | Not published |
| Ticket forms | IncludedPro $55 an agent and above. Not on Growth. | Not published |
Routing & automation
| Capability | Freshdesk | Re:amaze |
|---|---|---|
| Skills-based routing | IncludedEnterprise. Intelligent routing arrives on Pro. | Not published |
| Round-robin assignment | IncludedPro $55 an agent and above. Not on Growth. | Not published |
| Load balancing | IncludedPro $55 an agent and above. Not on Growth. | Not published |
| Triggers | IncludedAll three plans, from Growth at $19 an agent. | Not published |
| Workflow builder | IncludedAll three plans, from Growth at $19 an agent. | Not published |
| Escalation rules | IncludedAll three plans, from Growth at $19 an agent. | Not published |
AI resolution
| Capability | Freshdesk | Re:amaze |
|---|---|---|
| Autonomous resolution agent | IncludedAll plans. 500 Freddy AI Agent sessions included, then $49 per 100. Billed per session, not per resolution. | IncludedIncluded on Basic, Pro and Plus at 5, 10 and 20 resolutions per user per month, then $0.85 each. Labelled BETA in the site navigation. |
| Resolution over knowledge base | IncludedAll three plans, first 500 Freddy AI Agent sessions included, then $49 per 100 sessions. | Not published |
| Multilingual AI | Paid add-onFreddy AI Copilot add-on ($29/agent/mo annual), Pro and Enterprise only. Live translation in 60+ languages. | Not published |
AI assist
| Capability | Freshdesk | Re:amaze |
|---|---|---|
| Reply drafting | Paid add-onFreddy AI Copilot add-on at $29 an agent a month billed annually, and only on Pro $55 and Enterprise $89. Not sold on Growth at any price. | Not published |
| Tone rewrite | Paid add-onFreddy AI Copilot add-on at $29 an agent a month billed annually, and only on Pro $55 and Enterprise $89. Not sold on Growth at any price. | Not published |
| Summarization | Paid add-onFreddy AI Copilot add-on at $29 an agent a month billed annually, and only on Pro $55 and Enterprise $89. Not sold on Growth at any price. | Not published |
| Translation | Paid add-onFreddy AI Copilot add-on at $29 an agent a month billed annually, and only on Pro $55 and Enterprise $89. Not sold on Growth at any price. | Not published |
| Next-best-action | Paid add-onFreddy AI Copilot add-on at $29 an agent a month billed annually, and only on Pro $55 and Enterprise $89. Not sold on Growth at any price. | Not published |
| Sentiment analysis | Paid add-onFreddy AI Copilot add-on at $29 an agent a month billed annually, and only on Pro $55 and Enterprise $89. Not sold on Growth at any price. | Not published |
AI voice
| Capability | Freshdesk | Re:amaze |
|---|---|---|
| Voice agent | NoNot on any plan. The three Freddy sections cover an email agent, a copilot and insights. Voice is Freshcaller, a separate product with its own bill. | Not published |
| IVR replacement | NoNot on any plan. The three Freddy sections cover an email agent, a copilot and insights. Voice is Freshcaller, a separate product with its own bill. | Not published |
| Real-time transcription | NoNot on any plan. The three Freddy sections cover an email agent, a copilot and insights. Voice is Freshcaller, a separate product with its own bill. | Not published |
| Call summarization | NoNot on any plan. The three Freddy sections cover an email agent, a copilot and insights. Voice is Freshcaller, a separate product with its own bill. | Not published |
Knowledge base
| Capability | Freshdesk | Re:amaze |
|---|---|---|
| Public help center | IncludedAll plans. Portal customisation and article versioning require Pro. | IncludedThe FAQ site can be embedded or hosted on your own domain. |
| Custom domain | Not published | IncludedPro, $49 per team member per month. |
| Versioning | IncludedPro and above. Approval workflow and flexible KB hierarchy are Enterprise. | Not published |
| Localization | IncludedPro and above (multilingual helpdesk and knowledge base translation). | Not published |
| AI answers over KB | IncludedAll three plans, first 500 sessions included, then $49 per 100 sessions. | Not published |
Self-service
| Capability | Freshdesk | Re:amaze |
|---|---|---|
| Chatbot flows | NoNot on any plan. The AI Agent answers email from the knowledge base; the plan matrix describes no bot builder and no transactional actions. | IncludedChatbots are published on the plan table; AI Intents require Pro. |
| Order lookup | NoNot on any plan. The AI Agent answers email from the knowledge base; the plan matrix describes no bot builder and no transactional actions. | Not published |
| Returns / RMA | NoNot on any plan. The AI Agent answers email from the knowledge base; the plan matrix describes no bot builder and no transactional actions. | Not published |
| Account actions | NoNot on any plan. The AI Agent answers email from the knowledge base; the plan matrix describes no bot builder and no transactional actions. | Not published |
QA & workforce
| Capability | Freshdesk | Re:amaze |
|---|---|---|
| Conversation QA scoring | NoNot on any plan. The plan matrix enumerates nine sections and none of them is quality assurance or workforce management. | Not published |
| Automated QA coverage | NoNot on any plan. The plan matrix enumerates nine sections and none of them is quality assurance or workforce management. | Not published |
| Calibration | NoNot on any plan. The plan matrix enumerates nine sections and none of them is quality assurance or workforce management. | Not published |
| Agent scorecards | NoNot on any plan. The plan matrix enumerates nine sections and none of them is quality assurance or workforce management. | Not published |
| Forecasting | NoNot on any plan. The plan matrix enumerates nine sections and none of them is quality assurance or workforce management. | Not published |
| Scheduling | NoNot on any plan. The plan matrix enumerates nine sections and none of them is quality assurance or workforce management. | Not published |
| Adherence tracking | NoNot on any plan. The plan matrix enumerates nine sections and none of them is quality assurance or workforce management. | Not published |
Reporting
| Capability | Freshdesk | Re:amaze |
|---|---|---|
| Prebuilt dashboards | IncludedAll three plans, from Growth at $19 an agent. | Not published |
| Custom reports | IncludedPro $55 an agent and above. Not on Growth. | Not published |
| Raw data export | IncludedNot plan-gated. The account export is self-serve on every plan. | Not published |
| Data warehouse sync | NoNot on any plan. The analytics section lists six capabilities and none of them moves data out. | Not published |
| CSAT / NPS | Not published | IncludedPlus, $69 per team member per month. |
| Real-time reporting | IncludedAll three plans, from Growth at $19 an agent. | Not published |
Collaboration
| Capability | Freshdesk | Re:amaze |
|---|---|---|
| Internal notes | IncludedAll three plans, from Growth at $19 an agent. | Not published |
| Assignment | IncludedAll three plans, from Growth at $19 an agent. | Not published |
| Approvals | IncludedEnterprise $89 an agent only. | Not published |
Enterprise
| Capability | Freshdesk | Re:amaze |
|---|---|---|
| SAML SSO | IncludedAll three plans including Growth. JWT authentication is Enterprise. | Not publishedNot on the pricing compare table and not found on any page. Sign-in offers Google and Microsoft social login, which is not SAML. |
| Custom roles | IncludedRole-based access control on all three plans. Field-level access control is Enterprise. | IncludedPlus, $69 per team member per month. The only access-control feature published at any tier. |
| Audit logs | IncludedEnterprise only. Unavailable on Growth and Pro. | Not publishedNo audit-log feature is documented. The closest published analogue is FAQ Article Edit History, a Plus-plan feature. |
| IP allowlist | IncludedEnterprise only (allowed domains and IP whitelisting). | Not published |
| Sandbox environment | IncludedEnterprise only. | Not published |
| Multi-brand | Not published | IncludedPro, $49 per team member per month. Basic is capped at 1 brand. |
| Data residency | IncludedNot plan-gated. US, EEA, UAE, India and Australia, chosen at signup. Moving regions later requires contacting support. | Not publishedNo data-location statement found on any page. |
Developer
| Capability | Freshdesk | Re:amaze |
|---|---|---|
| REST API | Included | IncludedREST and JSON over HTTPS, HTTP Basic auth with per-user API tokens, scoped per brand by API host. |
| GraphQL API | NoNot on any plan. The published interface is REST, with per-tier rate limits. | Not published |
| App framework | IncludedAll three plans. Connector app tasks are metered at $80 per 5,000 regardless of tier. | Not published |
| Published rate limits | IncludedGrowth 100 req/min, Pro 400, Enterprise 700, trials 50. Per-endpoint sub-limits are lower and extra capacity is purchasable. | NoThe API states that a per-minute per-token limit exists and returns 429 at it, but does not publish the number. |
Both entries last checked Sep 9, 2026.
What Freshdesk costs
$19/seat/month
3 published plans, billed annually- Billing unit
Seat (agent) + usage hybrid - Free tier
No, 14-day trial - AI pricing
$0.49 per AI session - Vendor calls it
Freddy AI Agent session - Human handoff
Not published - Reopened chat
Billed again - AI billing window
3d of inactivity - Data export
Self-serve - Automation export
Not offered
1 of 9 not published by Freshdesk, checked
What Re:amaze costs
$26.10/seat/month
4 published plans, billed annually- Billing unit
Seat (team member) per month - Free tier
No, 14-day trial - AI pricing
$0.85 per AI resolution - Vendor calls it
resolution - Human handoff
Not published - Reopened chat
Not published - AI billing window
Not published - Data export
Self-serve - Automation export
Partial
3 of 9 not published by Re:amaze, checked