Freshdesk vs Selvo
A side-by-side comparison of Freshdesk and Selvo on what each one charges, what it meters, and which plan every capability actually sits on.
The short answer
33 of the 58 capabilities tracked on both differ, mostly in Routing & automation and AI assist. Freshdesk starts at $19/seat/mo, Selvo at $29/mo.
| Measure | Freshdesk | Selvo |
|---|---|---|
| Starts at | $19/seat/mo | $29/mo |
| Charged per | Each agent seat | The workspace |
| AI billed at | $0.49 per AI session | $0.10 per conversation |
| Included, where the other says no | 19 capabilities | 0 capabilities |
Capability by capability
33 of the 58 capabilities tracked on both products differ.
Channels
| Capability | Freshdesk | Selvo |
|---|---|---|
| Included | IncludedBoth plans | |
| Live chat | Not published | IncludedBoth plans |
| In-app messenger | Not published | IncludedBoth plans. Widget customization is on both; the custom domain the widget runs on is Pro at $74. |
| Voice | Not published | NoNo voice channel appears on either plan in a published feature matrix that is otherwise complete. |
| SMS | Not published | NoAbsent from the published feature matrix. |
| Not published | NoAbsent from the published feature matrix. The only two channels are the chat widget and email. | |
| Instagram / Facebook | Not published | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| X / Twitter | Not published | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| Slack Connect | Not published | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| Microsoft Teams | Not published | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| Community forum | IncludedPro and above. Forums are also included in the account XML export. | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| Video | Not published | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| Co-browsing | Not published | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
Ticketing
| Capability | Freshdesk | Selvo |
|---|---|---|
| Shared inbox | Not published | IncludedBoth plans |
| Ticket queues | IncludedAll three plans, from Growth at $19 an agent. | IncludedSystem inbox views are on both plans. Custom inbox views and team inboxes are Pro at $74. |
| SLA policies | IncludedMultiple SLA policies require Pro. | NoAbsent from the published feature matrix on both plans. |
| Business hours | IncludedPro $55 an agent and above. Not on Growth. | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Macros / saved replies | Not published | IncludedBoth plans |
| Merge & split | Not published | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Side conversations | IncludedAll three plans, from Growth at $19 an agent. | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Custom fields | IncludedPro $55 an agent and above. Not on Growth. | IncludedBoth plans |
| Custom objects | IncludedEnterprise $89 an agent only. | NoNot on either plan. Custom attributes on a conversation are in the matrix; a custom object is not. |
| Ticket forms | IncludedPro $55 an agent and above. Not on Growth. | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
Routing & automation
| Capability | Freshdesk | Selvo |
|---|---|---|
| Skills-based routing | IncludedEnterprise. Intelligent routing arrives on Pro. | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Round-robin assignment | IncludedPro $55 an agent and above. Not on Growth. | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Load balancing | IncludedPro $55 an agent and above. Not on Growth. | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Triggers | IncludedAll three plans, from Growth at $19 an agent. | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Workflow builder | IncludedAll three plans, from Growth at $19 an agent. | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Escalation rules | IncludedAll three plans, from Growth at $19 an agent. | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
AI resolution
| Capability | Freshdesk | Selvo |
|---|---|---|
| Autonomous resolution agent | IncludedAll plans. 500 Freddy AI Agent sessions included, then $49 per 100. Billed per session, not per resolution. | On the roadmapListed on both plans as coming soon. Not purchasable as of 2026-09-04. |
| Resolution over knowledge base | IncludedAll three plans, first 500 Freddy AI Agent sessions included, then $49 per 100 sessions. | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
| Action-taking (API calls) | Not published | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
| Handoff to human | Not published | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
| Guardrails & citations | Not published | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
| Multilingual AI | Paid add-onFreddy AI Copilot add-on ($29/agent/mo annual), Pro and Enterprise only. Live translation in 60+ languages. | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
AI assist
| Capability | Freshdesk | Selvo |
|---|---|---|
| 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. | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
| 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. | NoNot on either plan. The AI section of the plan matrix lists the agent and its $0.10 a conversation rate and nothing else. |
| 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. | NoNot on either plan. The AI section of the plan matrix lists the agent and its $0.10 a conversation rate and nothing else. |
| 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. | NoNot on either plan. The AI section of the plan matrix lists the agent and its $0.10 a conversation rate and nothing else. |
| 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. | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
| Auto-tagging | Not published | NoNot on either plan. The AI section of the plan matrix lists the agent and its $0.10 a conversation rate and nothing else. |
| 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. | NoNot on either plan. The AI section of the plan matrix lists the agent and its $0.10 a conversation rate and nothing else. |
AI voice
| Capability | Freshdesk | Selvo |
|---|---|---|
| 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. | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| 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. | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| 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. | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
| 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. | NoNot on either plan. The Channels section of the plan matrix lists exactly two, the chat widget and email. |
Knowledge base
| Capability | Freshdesk | Selvo |
|---|---|---|
| Public help center | IncludedAll plans. Portal customisation and article versioning require Pro. | IncludedBoth plans. 1 help centre on Starter, 5 on Pro. |
| Custom domain | Not published | IncludedPro only ($99 monthly, $74 billed annually). A help centre on Starter cannot run on your own domain. |
| Multi-brand | Not published | IncludedPro only. Starter is capped at 1 help centre. |
| Versioning | IncludedPro and above. Approval workflow and flexible KB hierarchy are Enterprise. | IncludedBoth plans. The custom domain the help centre runs on is Pro at $74. |
| Localization | IncludedPro and above (multilingual helpdesk and knowledge base translation). | Not publishedThe help centre pages describe no article translation. The live chat page separately claims 45 languages inside the widget, which is not the same thing. |
| Article analytics | Not published | IncludedPro only. Starter gets article feedback but not search, feedback or article performance analytics. |
| In-product widget | Not published | IncludedBoth plans. |
| SEO controls | Not published | IncludedBoth plans |
| AI answers over KB | IncludedAll three plans, first 500 sessions included, then $49 per 100 sessions. | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
Self-service
| Capability | Freshdesk | Selvo |
|---|---|---|
| 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. | NoNot on either plan. Selvo describes an agent that answers from articles, not a flow anyone builds. |
| 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. | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
| 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. | NoNot on either plan. The AI section of the plan matrix lists the agent and its $0.10 a conversation rate and nothing else. |
| 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. | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
QA & workforce
| Capability | Freshdesk | Selvo |
|---|---|---|
| Conversation QA scoring | NoNot on any plan. The plan matrix enumerates nine sections and none of them is quality assurance or workforce management. | NoNot on either plan. The matrix has no QA or workforce section. |
| Automated QA coverage | NoNot on any plan. The plan matrix enumerates nine sections and none of them is quality assurance or workforce management. | NoNot on either plan. The matrix has no QA or workforce section. |
| Calibration | NoNot on any plan. The plan matrix enumerates nine sections and none of them is quality assurance or workforce management. | NoNot on either plan. The matrix has no QA or workforce section. |
| Agent scorecards | NoNot on any plan. The plan matrix enumerates nine sections and none of them is quality assurance or workforce management. | NoNot on either plan. The matrix has no QA or workforce section. |
| Forecasting | NoNot on any plan. The plan matrix enumerates nine sections and none of them is quality assurance or workforce management. | NoNot on either plan. The matrix has no QA or workforce section. |
| Scheduling | NoNot on any plan. The plan matrix enumerates nine sections and none of them is quality assurance or workforce management. | NoNot on either plan. The matrix has no QA or workforce section. |
| Adherence tracking | NoNot on any plan. The plan matrix enumerates nine sections and none of them is quality assurance or workforce management. | NoNot on either plan. The matrix has no QA or workforce section. |
Reporting
| Capability | Freshdesk | Selvo |
|---|---|---|
| Prebuilt dashboards | IncludedAll three plans, from Growth at $19 an agent. | IncludedBoth plans carry an overview dashboard. Full analytics covering search, feedback and article performance is the Pro upgrade at $74. |
| Custom reports | IncludedPro $55 an agent and above. Not on Growth. | NoNot on either plan. The analytics section lists an overview dashboard, article performance, search analytics and feedback analytics, and nothing else. |
| Raw data export | IncludedNot plan-gated. The account export is self-serve on every plan. | API onlyBoth plans, at 200 requests a minute on Starter and 400 on Pro. |
| Data warehouse sync | NoNot on any plan. The analytics section lists six capabilities and none of them moves data out. | NoNot on either plan. The analytics section lists an overview dashboard, article performance, search analytics and feedback analytics, and nothing else. |
| CSAT / NPS | Not published | NoNot on either plan. Article feedback and feedback analytics cover articles, not a satisfaction score on a conversation. |
| Real-time reporting | IncludedAll three plans, from Growth at $19 an agent. | NoNot on either plan. The analytics section lists an overview dashboard, article performance, search analytics and feedback analytics, and nothing else. |
Collaboration
| Capability | Freshdesk | Selvo |
|---|---|---|
| Internal notes | IncludedAll three plans, from Growth at $19 an agent. | IncludedBoth plans |
| @mentions | Not published | NoNot on either plan. The shared inbox section of the plan matrix enumerates eleven capabilities and this is not among them. |
| Assignment | IncludedAll three plans, from Growth at $19 an agent. | IncludedBoth plans |
| Collision detection | Not published | IncludedBoth plans. Team inboxes, which scope who sees which queue, are Pro at $74. |
| Approvals | IncludedEnterprise $89 an agent only. | On the roadmapAnnounced, not shipped. The plan matrix marks the AI agent as coming soon on both plans while the product pages describe it in the present tense. |
Enterprise
| Capability | Freshdesk | Selvo |
|---|---|---|
| SAML SSO | IncludedAll three plans including Growth. JWT authentication is Enterprise. | NoNot offered on either plan. The feature matrix is otherwise complete and lists only "Roles & permissions" under access control. |
| SCIM provisioning | Not publishedNot listed in the published plan matrix. | NoNot offered on either plan and absent from the feature matrix. |
| Role-based access control | Not published | IncludedBoth plans, as "Roles & permissions". The role model and its depth are not published. |
| Custom roles | IncludedRole-based access control on all three plans. Field-level access control is Enterprise. | Not publishedRoles exist; whether they can be customised is not stated. |
| Audit logs | IncludedEnterprise only. Unavailable on Growth and Pro. | NoNot offered on either plan and absent from the API. There is no higher tier to buy them on. |
| IP allowlist | IncludedEnterprise only (allowed domains and IP whitelisting). | NoNot on either plan. The plan matrix lists roles and permissions as the only access control. |
| Sandbox environment | IncludedEnterprise only. | NoNot on either plan. Nothing in the matrix describes a second environment. |
| Multi-brand | Not published | IncludedPro at $74 for five help centres. Starter carries one. |
| Data residency | IncludedNot plan-gated. US, EEA, UAE, India and Australia, chosen at signup. Moving regions later requires contacting support. | Not publishedCloud only, at app.selvo.co. No region choice is published and no privacy policy states where data is held. |
| FedRAMP | Not published | NoNot on either plan. Selvo publishes no security or compliance page of any kind. |
Developer
| Capability | Freshdesk | Selvo |
|---|---|---|
| REST API | Included | IncludedBoth plans. The gate is throughput, not access: 200 req/min on Starter, 400 on Pro. |
| GraphQL API | NoNot on any plan. The published interface is REST, with per-tier rate limits. | NoNot on either plan. The integrations section lists the REST API, MCP server, CLI, and Slack and Zapier as coming soon. |
| Webhooks | Not published | IncludedBoth plans, under the same published rate limit as the REST API at 200 requests a minute on Starter and 400 on Pro. |
| SDKs | Not published | NoNot on either plan. The integrations section lists the REST API, MCP server, CLI, and Slack and Zapier as coming soon. |
| App framework | IncludedAll three plans. Connector app tasks are metered at $80 per 5,000 regardless of tier. | NoNot on either plan. The integrations section lists the REST API, MCP server, CLI, and Slack and Zapier as coming soon. |
| Published rate limits | IncludedGrowth 100 req/min, Pro 400, Enterprise 700, trials 50. Per-endpoint sub-limits are lower and extra capacity is purchasable. | IncludedNot plan-gated. Published per plan, with the 429 and Retry-After behaviour documented. |
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 Selvo costs
$29/month
2 published plans, billed annually- Billing unit
Per workspace on a flat monthly fee - Free tier
No, 14-day trial - AI pricing
$0.10 per conversation - Vendor calls it
AI conversation - Human handoff
Still billed - Reopened chat
Not published - AI billing window
Not published - Data export
Self-serve - Automation export
Not offered
2 of 9 not published by Selvo, checked