# Freshdesk vs Re:amaze for help desk software

Freshdesk and Re:amaze are closely matched for core workflows. Both support email ticketing, shared inbox, knowledge base, automation, and ai replies. Re:amaze has confirmed free plan, API access, live chat, and social media support.

## Key decision points

- Re:amaze has confirmed free plan; free plan is not yet confirmed for Freshdesk.
- Re:amaze has confirmed API access; API access is not yet confirmed for Freshdesk.
- Re:amaze has confirmed live chat; live chat is not yet confirmed for Freshdesk.
- Re:amaze has confirmed social media support; social media support is not yet confirmed for Freshdesk.

## Choose Re:amaze if…

- Choose Re:amaze if confirmed free plan matters to you; this detail is not yet confirmed for Freshdesk.
- Choose Re:amaze if confirmed API access matters to you; this detail is not yet confirmed for Freshdesk.
- Choose Re:amaze if confirmed live chat matters to you; this detail is not yet confirmed for Freshdesk.
- Choose Re:amaze if confirmed social media support matters to you; this detail is not yet confirmed for Freshdesk.

## Features

| Feature | Freshdesk | Re:amaze |
| --- | --- | --- |
| Email ticketing | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.reamaze.com/products/inbox)) |
| Shared inbox | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.reamaze.com/products/inbox)) |
| Live chat | Not confirmed | Yes (verified 4 September 2026; [source](https://www.reamaze.com/)) |
| Social media support | Not confirmed | Yes (verified 4 September 2026; [source](https://www.reamaze.com/products/inbox)) |
| Knowledge base | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.reamaze.com/)) |
| Customer portal | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Not confirmed |
| SLAs | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Not confirmed |
| Ticket routing | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Not confirmed |
| Automation | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.reamaze.com/)) |
| Macros | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Not confirmed |
| AI replies | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.reamaze.com/products/ai)) |
| AI ticket summaries | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.reamaze.com/products/ai)) |
| Collision detection | Not confirmed | Yes (verified 4 September 2026; [source](https://www.reamaze.com/products/inbox)) |
| CSAT | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/)) | Not confirmed |
| Custom fields | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Not confirmed |
| Multiple brands | Not confirmed | Yes (verified 4 September 2026; [source](https://www.reamaze.com/)) |
| Multilingual support | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Not confirmed |

## Integrations

| Feature | Freshdesk | Re:amaze |
| --- | --- | --- |
| Shopify integration | Not confirmed | Yes (verified 4 September 2026; [source](https://www.reamaze.com/)) |
| CRM integrations | Not confirmed | Yes (verified 4 September 2026; [source](https://www.reamaze.com/integrations)) |

## Technical

| Feature | Freshdesk | Re:amaze |
| --- | --- | --- |
| API | Not confirmed | Yes (verified 4 September 2026; [source](https://www.reamaze.com/)) |

## Platforms

| Feature | Freshdesk | Re:amaze |
| --- | --- | --- |
| Mobile apps | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/)) | Yes (verified 4 September 2026; [source](https://www.reamaze.com/)) |

## Pricing

| Feature | Freshdesk | Re:amaze |
| --- | --- | --- |
| Free plan | Not confirmed | Yes (verified 4 September 2026; [source](https://www.reamaze.com/pricing)) |

## Evidence

- **Freshdesk — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Ticketing Handle customer escalations with our award-winning ticketing system that enables intelligent prioritization, assignment, and tracking of tickets. ✓ ✓ ✓”
- **Re:amaze — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.reamaze.com/products/inbox. Evidence: “manage customer conversations from multiple channels such as email, Facebook, Messenger, Instagram, Twitter, and even SMS/MMS text messages”
- **Freshdesk — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Shared inbox Boost team collaboration and simplify communications with a shared inbox for your support team to collaborate and respond to incoming emails. ✓ ✓ ✓”
- **Re:amaze — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.reamaze.com/products/inbox. Evidence: “A shared inbox for your entire team to manage customer conversations from multiple channels”
- **Re:amaze — Live chat:** Yes. Last verified 4 September 2026. Source: https://www.reamaze.com/. Evidence: “Chat Live chat with automated messaging, chatbots, and video calls for your website or web app.”
- **Re:amaze — Social media support:** Yes. Last verified 4 September 2026. Source: https://www.reamaze.com/products/inbox. Evidence: “manage customer conversations from multiple channels such as email, Facebook, Messenger, Instagram, Twitter, and even SMS/MMS text messages”
- **Freshdesk — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Knowledge base Create knowledge base articles to help your customers find answers to their inquiries independently. ✓ ✓ ✓”
- **Re:amaze — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.reamaze.com/. Evidence: “FAQ Customizable and embeddable FAQ center to help customers help themselves.”
- **Freshdesk — Customer portal:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Customer portal Create a place for customers to submit tickets and self-serve information, powered by a robust knowledge base. ✓ ✓ ✓”
- **Freshdesk — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Multiple SLA policies Create multiple SLA policies to accomodate the expectations of different kind of customers and different agent shifts, products etc. ✓ ✓”
- **Freshdesk — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Ticket dispatch Categorize, prioritze, and route tickets to the rights teams by creating your own business rules. ✓ ✓ ✓”
- **Freshdesk — Automation:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Automations Save time and effort by automating repetitive and important tasks like follow-ups, escalations, and other tasks. ✓ ✓ ✓”
- **Re:amaze — Automation:** Yes. Last verified 4 September 2026. Source: https://www.reamaze.com/. Evidence: “Automate common tasks using a combination of workflow macros and AI”
- **Freshdesk — Macros:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Ticket templates Create templates with pre-filled information like subject, description and ticket properties and use them to quickly create tickets and/or send emails. ✓ ✓”
- **Freshdesk — AI replies:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Email AI Agent * Email AI Agent that engages in back-and-forth replies, responds with the right resolution, and captures feedback. ✓ ✓ ✓”
- **Re:amaze — AI replies:** Yes. Last verified 4 September 2026. Source: https://www.reamaze.com/products/ai. Evidence: “Respond with AI Respond to customers professionally with AI suggested responses.”
- **Freshdesk — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Summarization assistant * Catch up on long conversations in seconds with contextual summaries to respond with confidence. ✓ ✓”
- **Re:amaze — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.reamaze.com/products/ai. Evidence: “Summarize with AI Save time and increase team productivity with professional conversation summaries”
- **Re:amaze — Collision detection:** Yes. Last verified 4 September 2026. Source: https://www.reamaze.com/products/inbox. Evidence: “Collision detection helps prevent embarrassing moments.”
- **Freshdesk — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/. Evidence: “95%+ CSAT Understand what drives customer service performance with AI Insights that spot trends and uncover root causes.”
- **Freshdesk — Custom fields:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Advanced custom fields Collect customer information unique to your business by creating custom fields for these details. ✓ ✓”
- **Re:amaze — Multiple brands:** Yes. Last verified 4 September 2026. Source: https://www.reamaze.com/. Evidence: “Multibrand Manage multiple support sites for multiple brands in one Re:amaze account.”
- **Freshdesk — Multilingual support:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Multilingual Help Desk Configure your helpdesk to work in multiple languages, so you can provide support in the languages your customers and agents speak. ✓ ✓”
- **Re:amaze — Shopify integration:** Yes. Last verified 4 September 2026. Source: https://www.reamaze.com/. Evidence: “Re:amaze for Shopify”
- **Re:amaze — CRM integrations:** Yes. Last verified 4 September 2026. Source: https://www.reamaze.com/integrations. Evidence: “CATEGORIES All categories All categories Chatbots Chatbots Communications Communications CRM CRM E-Commerce E-Commerce Email Marketing Email Marketing Payments Payments Social Media Social Media Other Other”
- **Re:amaze — API:** Yes. Last verified 4 September 2026. Source: https://www.reamaze.com/. Evidence: “Developer Home Embed SDK Mobile SDK Custom Module SDK JSON API Reference”
- **Freshdesk — Mobile apps:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/. Evidence: “Mobile Apps”
- **Re:amaze — Mobile apps:** Yes. Last verified 4 September 2026. Source: https://www.reamaze.com/. Evidence: “Re:amaze Mobile helps you keep customers close while on the go. Available on iOS and Android”
- **Re:amaze — Free plan:** Yes. Last verified 4 September 2026. Source: https://www.reamaze.com/pricing. Evidence: “Starter Just starting up? Get all of the features in Basic for unlimited team members. Limited to 500 Responded Conversations per month. $59 Flat Rate per Month”