Customerly vs Freshdesk
Last updated October 2026
Looking for a European alternative to Freshdesk? Here's how Customerly compares, on EU hosting, GDPR and what it does.
Our pick for a European buyer: Customerly. We weight data residency, GDPR and EU jurisdiction above everything else — that is the constraint this directory exists to solve.
What it is
AI-powered live chat and helpdesk for customer support teams
Cloud-based help desk software for customer support ticketing.
Headquarters
🇮🇪 IE
🇺🇸 US · 2010
EU data residency
Yes, for all customers
Available on some plansEU/EEA data residency is available but depends on the plan.
DSGVO / GDPR
Yes
Yes
Certifications
No
ISO/IEC 27001:2022, ISO/IEC 27701:2019, SOC 3, SOC 2 Type II, SOC 1
Price from
€19/user/mo
$19/mo
Free plan
No
No
Open Source
No
No
Integrations
Facebook Messenger, WhatsApp, Zapier, WordPress, MailMunch +3
Slack, Shopify, HubSpot, Gmail, Adobe Commerce
Where each one wins
Customerly
Strengths
- +Intuitive interface and quick setup for chat widget and core features
- +All-in-one platform combining live chat, email campaigns, automation, help center, and surveys
- +Customizable workflows for drip campaigns and automated onboarding
- +Responsive and helpful customer support, including during free trials
- +Cost-effective alternative to enterprise tools like Intercom for smaller teams
Limitations
- −Notification reliability issues, including missed mentions in tickets
- −Pricing scales steeply with additional seats or contact limits
- −AI feature requires extra cost and training effort
Freshdesk
Strengths
- +Intuitive interface for support teams
- +Strong automation and AI features
- +Wide range of integrations
Limitations
- −Steep learning curve for advanced features
- −Pricing can become expensive for larger teams
- −Limited customization in lower-tier plans
Data residency & compliance
Customerly
Freshdesk
EU data residency
Yes, for all customers
Available on some plansEU/EEA data residency is available but depends on the plan.
Transfer mechanism
Not required — data stays in the EU
Standard Contractual Clauses
Certifications
No
ISO/IEC 27001:2022, ISO/IEC 27701:2019, SOC 3, SOC 2 Type II, SOC 1
Pricing
Customerly
- Core $19 / €16 per seat / monthBilled monthly or annually · Annual billing includes 2 months free · Basic AI and inbox features
- Growth $69 / €59 per seat / monthCustom-domain Help Center · NPS surveys · Advanced workflows and automation
- Ultimate $99 / €84 per seat / monthMulti-language Help Center · CSAT surveys · Team analytics and reports
- AI Companion add-on €19 / $19 per seat / monthReply assistance · Conversation summaries · Help-center article drafting
- Extra AI conversations $0.50 / €0.45 (on demand) or $0.45 / €0.45 (pre-purchased) per conversationPay-as-you-go · Bulk discounts available
- Extra interactions $0.99 per 1,000 interactionsPay-as-you-go
Prices vary by billing cycle (monthly vs. annual). Annual billing includes 2 months free. AI add-ons and extra interactions are billed separately.
Freshdesk
- Growth $19 per agent/month (billed annually)Ticketing across channels · Basic automation · Help desk reports
- Pro $55 per agent/month (billed annually)AI-assisted routing · Custom roles · Advanced analytics
- Enterprise $89 per agent/month (billed annually)Sandbox environment · Audit logs · Custom SLA policies
- Freshdesk Omni Growth $29 per agent/month (billed annually)Omnichannel support · AI-powered chatbots · Unified agent workspace
- Freshdesk Omni Pro $79 per agent/month (billed annually)Advanced automation · Custom reports · Team collaboration tools
- Freshdesk Omni Enterprise $119 per agent/month (billed annually)Enterprise-grade security · Advanced analytics · Dedicated account manager
Free plan available for up to 2 agents for 6 months; 14-day trial for new accounts. Monthly billing prices not published in the supplied sources.
Features
Customerly
- AI support and automation
- Aura AI assistant for customer conversations, AI Missions for guided tasks, Auto-escalation to human agents, Multi-language AI capabilities
- Inbox and customer channels
- Shared inbox for live chat and email, Facebook Messenger and WhatsApp support, Conversation assignment, tags, and states, Snoozing and contact notes
- Help Center and self-service
- Customer-facing Help Center, "Find an answer" feature in live chat, Custom-domain Help Center (Growth plan), Multi-language Help Center (Ultimate plan)
- Engagement and workflows
- Visual workflows and chatflows, Automated customer communications, Customer surveys, NPS surveys (Growth plan)
- Customer data and reporting
- Contact attributes, events, and lists for filtering and targeting, Team analytics and reports (Ultimate plan)
Freshdesk
- Ticketing and channels
- Multi-channel ticket management, Collision detection, SLA management, Ticket assignment and routing
- AI and automation
- Freddy AI Agent and Copilot, AI-assisted routing, Workflow automations
- Self-service and collaboration
- Customer knowledge base, Internal knowledge base, Multilingual help desk
- Analytics
- Help desk reports, Dashboards, Scheduled data exports
- Administration and security
- Roles and permissions, Audit logs, Sandbox environment