Freshdesk vs Re:amaze
Freshdesk and Re:amaze, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Freshdesk
Omnichannel customer service platform with built-in AI.
Best for SMB to enterprise ticketing; strong for ecommerce.
2010 · San Mateo, USA
Re:amaze
Unified helpdesk, live chat, and AI for ecommerce.
Best for Ecommerce merchants (Shopify, BigCommerce, WooCommerce) and SMB online businesses.
2012 · San Jose, California.
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- FreshdeskPer agent/month. AI billed separately.
- Re:amazePer agent/mo (Basic, Pro, Plus) plus flat Starter tier (unlimited agents, conversation cap).
- Free plan
- FreshdeskFree tier for up to 2 agents
- Re:amazeNo
- Free trial / guarantee
- Freshdesk14 days, no card
- Re:amaze14 days (all Plus features, no card).
- Price
- Freshdesk$19/agent/mo (Growth); $29 Omni · $55/agent/mo (Pro); $79 Omni · $89/agent/mo (Enterprise); $119 Omni
- Re:amaze$29/agent/mo (Basic, monthly); $26.10 annual. · $49/agent/mo (Pro); $44.10 annual. · $69/agent/mo (Plus); $62.10 annual; Enterprise custom.
- Seat minimum
- FreshdeskNone stated
- Re:amazeNone. Pay per agent.
- Unlimited agents
- FreshdeskNo. Priced per agent.
- Re:amazeYes. Starter $59/mo flat, capped at 500 responded conversations/mo.
- Implementation fee
- FreshdeskNot disclosed
- Re:amazeNone listed.
- Transparency
- FreshdeskHigh for plans; services not disclosed
- Re:amazeHigh. Prices public.
- Pricing last verified
- Freshdesk2026-06-02
- Re:amaze2026-06-02
Channels
Where each tool can talk to customers.
- FreshdeskNative
- Re:amazeNative
- Live chat
- FreshdeskNative (Freshchat, Omni plans)
- Re:amazeNative
- In-app messenger
- FreshdeskNative (Freshchat widget)(claimed)source
- Re:amazeNative (Embed SDK; iOS/Android Mobile SDK).
- Voice
- FreshdeskAdd-on (Freshcaller, a separate product)
- Re:amazeVoIP listed as a channel; also via Aircall, JustCall, RingCentral.
- SMS
- FreshdeskVia integration (Twilio and others)
- Re:amazeNative (Mobile SMS core channel).
- FreshdeskNative on Omni; integration otherwise
- Re:amazeVia integration (Twilio WhatsApp Business API).
- Social
- FreshdeskNative (Facebook, Instagram, X)
- Re:amazeNative. FB/Messenger, Instagram; X via custom app.
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- FreshdeskAdd-on. Freshcaller is a separate product.
- Re:amazeVoIP and video listed as native; also offered via Aircall, JustCall, RingCentral.
- Voice AI / transcription
- FreshdeskYes. Transcription and summaries (via Freshcaller).
- Re:amazeNot disclosed.
- Telephony billed separately
- FreshdeskYes. Freshcaller is billed separately.
- Re:amazeNot disclosed.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- FreshdeskYes. Freddy AI Agent resolves tickets end to end.(claimed)source
- Re:amazeYes. AI Agent (Beta), 24/7, trained on KB articles.(claimed)source
- Copilot / Assist mode
- FreshdeskYes. Freddy Copilot drafts replies, summarizes, and translates.(claimed)source
- Re:amazeYes. Pre-drafts replies, summarization, sentiment, FAQ suggestions, AI article generation.(claimed)source
- AI channel coverage
- FreshdeskEmail, chat, WhatsApp, Facebook, Instagram(claimed)source
- Re:amazeEmail, live chat, social, SMS, VoIP within unified inbox.(claimed)source
- Agentic actions (API) vs answer-only
- FreshdeskTakes actions like refunds and order updates(claimed)source
- Re:amazeAgents manage Shopify orders in the UI; autonomous AI actions not documented.
- Knowledge sources
- FreshdeskHelp articles, web pages, uploaded files, custom Q&A. Not past tickets.
- Re:amazeKB articles (instant updates), customer profile data, conversation history.(claimed)source
- Underlying model
- FreshdeskAzure OpenAI (GPT-3.5 and GPT-4)
- Re:amazeNot disclosed.
- Trains on past tickets
- FreshdeskNo. On the roadmap.
- Re:amazeNot stated; summarization implies some contextual use.
- Pre-deploy simulation / sandbox
- FreshdeskNot disclosed
- Re:amazeNot disclosed.
- Runs on your existing helpdesk vs native-only
- FreshdeskNative to Freshdesk only
- Re:amazeNative only.
- AI pricing model
- FreshdeskPer session for the AI Agent (a 72-hour window). Copilot is a per-agent add-on.
- Re:amazeResolution-based quota per plan; overage $0.85/resolution.
- AI unit price
- FreshdeskFirst 500 sessions free, then $49 per 100
- Re:amaze$0.85/resolution over quota (Basic 20/user, Pro 50, Plus 100).
- Copilot / Assist price
- Freshdesk~$29/agent/mo(3rd-party)source
- Re:amazeBundled into paid plans, no separate price.
How Open.cx compares
Open.cx runs on top of Freshdesk or Re:amazeas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- FreshdeskYes. SOC 2 Type II.
- Re:amazeNot disclosed.
- GDPR
- FreshdeskYes. EU-US DPF certified.
- Re:amazeYes. DPA by default; SCCs; GoDaddy EU notices.
- HIPAA / PCI
- FreshdeskYes. BAA, on Enterprise.
- Re:amazeNot disclosed.
- SSO / SAML
- FreshdeskYes. SAML SSO.
- Re:amazeYes. SAML/SSO (Okta, OneLogin, Azure AD, Google).
- Data residency
- FreshdeskYes. US, EU, UAE, India, Australia.
- Re:amazeNot disclosed.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Freshdesk1,000+ apps in the marketplace
- Re:amaze50+ integrations (exact count not published).(claimed)source
- Shopify depth
- FreshdeskFree Shopify app. Orders, refunds, cancellations, multi-store.
- Re:amazeDeep. Dedicated Shopify app; view, manage, modify, create orders in helpdesk; AI order bot; 4.4/5, 175 reviews.
- Open / public API
- FreshdeskYes. REST API.
- Re:amazeYes. RESTful JSON API.
- Developer SDK / MCP
- FreshdeskYes. Serverless SDK.
- Re:amazeYes. Embed SDK, Mobile SDK (iOS/Android, open-source), Custom Module SDK.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- FreshdeskYes. Low-code rule builder.
- Re:amazeYes. Trigger-based builder with AND/OR logic.
- Triggers / automations
- FreshdeskYes. Time and event triggers.
- Re:amazeYes. Triggers by channel, content, attributes; automated messaging (Cues).
- Routing
- FreshdeskYes. Skill-based, round-robin, load-balanced.
- Re:amazeYes. Smart Assign round-robin; department routing.(3rd-party)source
- Macros / canned responses
- FreshdeskYes. Canned responses and templates.
- Re:amazeYes. Macros plus Quick Answers templates.
- SLA management
- FreshdeskYes. Multiple SLA policies.
- Re:amazeYes. SLA expiration triggers; reminders.
Collaboration
How support teams work a queue together.
- Internal notes
- FreshdeskYes
- Re:amazeYes. Staff-only, @mentions.
- Collision detection
- FreshdeskYes (Growth+). $5/agent/mo add-on.
- Re:amazeYes. Holds reply if two agents respond within a 5-min window.
- Side conversations
- FreshdeskYes. Threads, plus external collaborators on Pro+.
- Re:amazeYes. Private replies/forwarding to third parties.
- Shared inbox
- FreshdeskYes
- Re:amazeYes. Unified shared inbox.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- FreshdeskYes. Multilingual.
- Re:amazeYes. Customizable branded FAQ/help center.
- Help center
- FreshdeskYes. Customer portal.
- Re:amazeYes. Embeddable/self-hosted on custom domain or in chat widget.
- Community forum
- FreshdeskYes
- Re:amazeNot offered.
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- FreshdeskYes. Prebuilt and custom.
- Re:amazeYes. Live dashboard (volume, response times, browsing, geo).(claimed)source
- Custom reports
- FreshdeskYes. Custom reports.
- Re:amazeBuilt-in reporting; custom-build unclear.
- Included in lowest tier
- FreshdeskPrebuilt from Free; custom from Pro.
- Re:amazeBasic plan: basic reporting; advanced in Pro and up.
- CSAT surveys
- FreshdeskYes. CSAT plus AI impact metrics.
- Re:amazeYes. Automated satisfaction surveys.(claimed)source
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- Freshdesk5 paid onboarding tiers, plus advisory.
- Re:amazeSelf-serve (14-day trial); partner training; enterprise white-glove.
- Support channels
- Freshdesk24/7 email; 24/5 phone and chat(claimed)source
- Re:amazeEmail ([email protected]); in-platform live chat; KB.
- Dedicated CSM
- FreshdeskOn Enterprise/Premium.
- Re:amazeDedicated CSM at Platinum partner tier; not standard for customer tiers.
- Implementation partners
- FreshdeskYes. Solution partner program.
- Re:amazeYes. Silver/Gold/Platinum partner program.