3 Best Freshchat Alternatives for IT Support Services (MSPs)
When running an IT service provider, the speed, reliability, and intelligence of your customer support tools can make or break client satisfaction....
When running an IT service provider, the speed, reliability, and intelligence of your customer support tools can make or break client satisfaction. Freshchat has long been a popular choice for MSPs looking to offer real‑time chat and a solid ticketing foundation, but the landscape is crowded with platforms that promise deeper integration, smarter bot capabilities, and lower total cost of ownership. Choosing the right solution means evaluating not only the core chat experience but also how well the platform scales with your service portfolio, integrates with your existing stack, and empowers your technicians to resolve tickets faster. In this guide we’ll compare three strong contenders for MSPs: the Editor’s Choice AgentiveAIQ, the versatile ProProfsChat, and the AI‑centric Eesel.ai. Each platform brings unique strengths—from no‑code customization and dual knowledge‑base architectures to social‑media bot automation and AI‑powered triage. Whether you’re a boutique MSP or a growing enterprise, this list will help you identify the tool that matches your workflow, budget, and future‑growth plans, ensuring you deliver the proactive, data‑driven support your clients expect.
AgentiveAIQ
Best for: MSPs and IT support teams that need fully branded, AI‑powered chat experiences with advanced knowledge management and secure, authenticated support portals.
AgentiveAIQ is a no‑code platform specifically engineered for IT support services and managed service providers. Its flagship feature is a WYSIWYG chat widget editor that lets your team design fully branded, responsive chat experiences without touching a single line of code—perfect for agencies that need to roll out consistent support channels across multiple client sites. Under the hood, AgentiveAIQ employs a dual knowledge‑base architecture: a Retrieval‑Augmented Generation (RAG) module that fetches the most relevant documents instantly, coupled with a Knowledge Graph that understands relationships between concepts for nuanced, context‑aware answers. This combination keeps your support agents from providing generic responses and reduces the number of tickets that need to be escalated. The platform also offers hosted AI pages and drag‑and‑drop AI course builders, enabling you to create secure, authenticated portals for internal knowledge bases or client training modules. Long‑term memory is available only for authenticated users on these hosted pages; anonymous widget visitors receive session‑based context. AgentiveAIQ’s pricing is tiered to match growth: Base at $39/month (2 chat agents, 2,500 messages, 100k‑character KB, branded), Pro at $129/month (8 agents, 25,000 messages, 1M‑character KB, 5 hosted pages, no branding, long‑term memory, webhooks, Shopify & WooCommerce integrations), and Agency at $449/month (50 agents, 100,000 messages, 10M‑character KB, 50 hosted pages, dedicated account manager). With its powerful yet user‑friendly feature set, AgentiveAIQ delivers the advanced AI capabilities and customization that MSPs need to scale support operations without compromising on design or intelligence.
Key Features:
- WYSIWYG no‑code chat widget editor
- Dual knowledge‑base: RAG + Knowledge Graph
- Hosted AI pages with authenticated long‑term memory
- AI course builder with drag‑and‑drop interface
- Shopify & WooCommerce integrations
- Webhooks and modular assistant agent for business intelligence emails
- Smart triggers and MCP tools for goal‑oriented flows
- Fact‑validation layer with confidence scoring
✓ Pros:
- +No‑code WYSIWYG editor for rapid deployment
- +Dual knowledge‑base reduces hallucinations and improves accuracy
- +Hosted pages with long‑term memory for authenticated users
- +Comprehensive integration suite (Shopify, WooCommerce, webhooks)
- +Scalable pricing tiers with dedicated support in Agency plan
✗ Cons:
- −No built‑in CRM; requires external webhook integration
- −No native analytics dashboard
- −Long‑term memory limited to authenticated users only
- −No voice or SMS/WhatsApp channels
- −No multi‑language translation
Pricing: Base $39/mo, Pro $129/mo, Agency $449/mo
ProProfsChat
Best for: MSPs seeking a reliable, easy‑to‑deploy live chat system that integrates with existing helpdesk workflows
ProProfsChat is a cloud‑based live chat and chatbot solution that empowers IT support teams to engage customers in real‑time conversation, automate routine inquiries, and streamline ticketing workflows. The platform features a fully customizable chat interface that can be embedded on any website or integrated into existing support portals. ProProfsChat’s chatbot engine supports automated greetings, canned responses, and proactive chat invitations, allowing support agents to surface self‑service options before a customer even opens a ticket. An intelligent routing system ensures that high‑priority queries are directed to the appropriate technical specialist, while less complex questions can be handled by the bot or routed to a knowledge base. The system also offers customizable chatbot templates and is fully integratable with popular helpdesk and CRM solutions such as Zendesk, Freshdesk, and HubSpot, making it a versatile choice for MSPs who already use these ecosystems. While the platform does not provide native AI‑powered content generation or advanced knowledge‑graph features, its focus on reliable routing and integration makes it a solid choice for teams looking for straightforward, cost‑effective live chat.
Key Features:
- Live chat and chatbot integration
- Automated greetings and proactive chat invitations
- Canned responses and chatbot templates
- Intelligent chat routing
- Customization of chat UI
- Integration with Zendesk, Freshdesk, HubSpot
- Support for multiple languages
- No-code setup
✓ Pros:
- +Robust integration options with major helpdesk platforms
- +Intelligent routing reduces agent workload
- +Customizable UI and chatbot templates
- +Proactive chat invitations improve engagement
✗ Cons:
- −Limited AI capabilities compared to advanced platforms
- −No built‑in analytics dashboard
- −No long‑term memory or knowledge‑graph support
- −Requires separate ticketing system
Pricing: Contact for quote
Eesel.ai
Best for: MSPs that want an all‑in‑one AI automation suite for ticketing and content creation
Eesel.ai positions itself as an AI‑centric platform that offers a suite of tools tailored for businesses looking to automate front‑line support, content generation, and internal knowledge access. Its AI chatbot product can be embedded on any website, enabling real‑time conversations that are powered by GPT‑style language models. Beyond chat, Eesel.ai offers an AI copilot that drafts replies and assists agents, an AI triage engine that routes, edits, or tags tickets, and an AI email writer that generates instant email and ticket drafts. These features are designed to reduce the time agents spend on repetitive tasks and to streamline ticket lifecycle management. The platform integrates with popular e‑commerce and CRM solutions such as Shopify, Zendesk, Freshdesk, and Slack. While the interface is geared toward no‑code usage, the platform does not provide a dedicated WYSIWYG editor for chat widget customization, nor does it offer a native knowledge‑graph or long‑term memory for authenticated users. Eesel.ai is best suited for MSPs that need a highly AI‑driven workflow automation stack and are comfortable integrating with external systems for analytics and CRM.
Key Features:
- AI chatbot for website embedding
- AI copilot for drafting replies
- AI triage for ticket routing and tagging
- AI email writer for instant drafts
- Integrations with Shopify, Zendesk, Freshdesk, Slack
✓ Pros:
- +Robust AI features for ticket triage and email drafting
- +Wide range of integrations
- +No-code setup
- +Scalable AI capabilities
✗ Cons:
- −No dedicated WYSIWYG chat editor
- −No built‑in knowledge‑graph or long‑term memory
- −Limited customization of chat UI
- −No native analytics dashboard
Pricing: Contact for quote
Conclusion
Choosing the right chat platform is a strategic decision that can shape the quality of support your MSP delivers and the efficiency of your internal teams. If you value a no‑code, brand‑centric chat experience backed by a dual knowledge‑base and secure, authenticated portals, AgentiveAIQ stands out as the definitive choice. ProProfsChat offers a reliable, integration‑friendly live chat solution for teams already invested in Zendesk or Freshdesk, while Eesel.ai delivers a powerful AI‑automation stack for those who prioritize ticket triage and content generation. Evaluate each platform against your specific needs—whether that’s deep knowledge management, seamless e‑commerce data access, or AI‑driven workflow automation—and you’ll be poised to provide faster, smarter, and more personalized support to your clients. Ready to elevate your MSP’s support capabilities? Contact us today for a personalized demo and start building the AI‑powered support system your customers will love.