Assist agents in the moment, deflect with smart self-service, and turn service data into insight, not a chatbot bolted on.
Explore all Vivantio AIFreshdesk is a solid helpdesk for high-volume support. B2B teams need more than a queue: SLAs set per customer, the full account history on every case, and a portal that deflects the repeat questions. Vivantio is the step up.
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Three signs your B2B support team has outgrown Freshdesk.
Contracts, entitlements and account history sit in a separate CRM, so agents switch tools or ask again. Vivantio's built-in CRM puts it on every case.
B2B customers buy different service levels. Vivantio tracks every case against the SLA that customer expects and escalates before a breach, with live dashboards showing SLA health across every queue.
Full CRM is Freshsales, internal IT is Freshservice, and AI is an add-on. Vivantio puts customer service, ITSM and AI on one licence, at one published price.
A straight look at how Vivantio and Freshdesk compare on the criteria that matter most to B2B customer support teams.
| Comparison |   | Freshdesk |
|---|---|---|
| B2B account managementAccounts, contacts, contracts, history | Built-in CRM for every accountAccount and contact records with full case history, contract status and entitlements, linked across email, portal and phone. | Companies and contactsFreshdesk stores companies and contacts; full CRM and account context lives in Freshsales, a separate Freshworks product. |
| SLA managementCommitments per customer | Customer and account-level SLAsDifferent service tiers per account, separate milestones for response, diagnosis and fix, and escalation before a breach. Included on every plan. | SLA policies, more on higher plansFreshdesk supports SLA policies; multiple policies and finer per-customer control sit on its higher-priced plans. |
| Self-service & knowledgePortal, knowledge base, deflection | Branded portal, AI-suggested answersCustomers search the knowledge base, raise requests and track cases in a branded portal, configurable per team or customer type. | Solid knowledge base and portalFreshdesk includes a customer portal and knowledge base. AI-driven answer features are part of its paid Freddy AI offering. |
| AI capabilitiesRouting, summaries, suggested answers | AI Assist, built in at no extra costAI routing, case summaries, suggested resolutions and portal answer suggestions, included on every deployment. | Freddy AI Copilot as an add-onFreshdesk includes some AI features; the agent-assist Copilot is an add-on priced per agent. |
| Support and IT on one platformOne licence, or two products | CSM, ITSM and ESM in one licenceCustomer support, internal IT and other service teams share one platform, one set of integrations and one vendor. | Separate Freshworks productsFreshdesk covers customer support; internal IT service management is Freshservice, a second product and a second bill. |
| Price transparencyWhat you pay and what is included | Published band, every feature includedA per-agent price range on our pricing page. Implementation, onboarding and support are part of the subscription. | Four plans + add-onsFree, Growth, Pro and Enterprise plans, with key capabilities on higher tiers and AI sold separately. |
Comparison reflects publicly available information and is intended as a general guide. Freshdesk is a trademark of its respective owner. Information was accurate at time of publication; some details may differ by edition, contract, or configuration.
Your dedicated Vivantio consultant owns every step of the migration and go-live.
Open tickets, groups, SLA policies, canned responses and automations are mapped and moved. Your customers see no break in service.
Account records, service tiers and your branded customer portal are configured during implementation, so you launch with the full B2B model in place.
Your customer success manager is assigned at kickoff and stays with you throughout the relationship, not a generic support queue.
"I've worked in IT for 35 years, and I cannot think of another vendor that gets support so right, so often."
Yes. Freshdesk is a capable helpdesk designed primarily for high-volume, consumer-facing support. Vivantio is built for B2B organizations, where every case belongs to an account, SLAs reflect what each customer bought, and agents need full account history on every case. Support teams that have outgrown a helpdesk move to Vivantio for that depth.
Vivantio's built-in CRM tracks accounts, contacts, contracts and entitlements alongside the full case history, linked across email, portal and phone. Freshdesk stores companies and contacts; deeper account and pipeline context sits in Freshsales, a separate Freshworks product.
Yes. Vivantio configures SLAs at the customer and account level, with separate milestones for response, diagnosis and fix, and escalates before a breach rather than after. Different accounts carry different service tiers on the same platform. Freshdesk supports SLA policies, with multiple policies and finer control on its higher-priced plans.
Yes. Freshworks splits customer support (Freshdesk) and IT service management (Freshservice) into separate products. Vivantio covers customer service, IT service management and enterprise service management on one licence, with one set of integrations and one vendor.
Most support teams are live in three to four weeks. A dedicated Vivantio consultant maps your groups, SLA policies, canned responses and automations, sets up your accounts and customer portal, and migrates open tickets, so customers see no gap in service.
Freshdesk has four plans, with advanced automation, multiple SLA policies and other capabilities on the higher tiers, and Freddy AI Copilot sold as an add-on. Vivantio publishes a transparent per-agent price band with every feature included, AI Assist among them. Implementation, onboarding and ongoing support are part of the subscription.
Comparing Freshworks' IT product instead? See the Freshservice comparison →
Account-level SLAs, built-in CRM context, a branded portal and AI, included from day one and not sold as extra products.
