Freshworks splits support in two: Freshdesk for tickets, Freshchat for messaging. Two products, two prices, two places a customer's history lives — and a customer who emails on Monday and opens the chat widget on Tuesday is two records unless you have done the work to join them.
| Relay Panel | Freshdesk / Freshchat | |
|---|---|---|
| Email and chat | ✓One inbox, one history, one customer record | Two products, priced separately |
| The contact form on your site | ✓Arrives as a conversation like any other, and the assistant answers it | A ticket, through a form integration |
| Phone | ✓Calls, recordings and voicemail in the same place | Freshcaller, a third product |
| WooCommerce | ✓Native: stock, orders, customers, draft orders | Marketplace app |
| AI answers | ✓Grounded in your own pages, with the link shown, and drafted for a person by default | Freddy AI, billed by session or resolution |
| Where the data lives | ✓Your server, if you want it | Their cloud |
| Shape of the bill | ✓Per seat, per company, one product | Per agent, per product, plus AI usage |
Everything below is one conversation with one person, whichever way they got in touch.
The honest way to compare an assistant is to ask it something only your store can answer. That is what the waitlist is for — you will get one email when signups open, and nothing else.
Moving from Freshdesk? Your conversations are yours; there is nothing here that holds them.