Freshdesk is a hosted help desk from Freshworks with tickets, a knowledge base and AI features; you pick the data region, for example the EEA, when you sign up. If you're looking for a cloud ticketing system and don't want to run a server, it serves you well. The-Y CRM is for teams whose customers come in via WhatsApp, phone and email at the same time – with a built-in phone system and CRM in one tool, at a flat price instead of per agent.
At Freshworks this is spread across several products: according to the help center, WhatsApp is only in Freshdesk Omni, telephony comes via Freshcaller with its own price list, and deals via the separate CRM Freshsales. The-Y CRM is inbox, phone system and CRM in one – even on the free plan.
I'm Thomas Nuri Yilmaz, Head of IT at Dove Touristik and founder of The-Y. In 2024 I faced exactly this question: I was looking for a ticketing system, tested osTicket, then Zammad, and found Chatwoot while searching for a respond.io alternative. I ran Zammad, Chatwoot and n8n myself. What I was missing was everything in one place: WhatsApp, phone and email in one inbox, with a phone system of its own. Today we at The-Y no longer work with any of these tools – we work with The-Y CRM.
Freshdesk, Freshdesk Omni and Freshcaller according to Freshworks' official pricing pages, plan comparison, terms and help center, accessed 10 Oct 2026 (sources below). Prices in euros per agent per month as Freshworks displays them in Austria, plus tax (according to the help center and terms). Without location matching the pricing page shows US dollars, e.g. Freshdesk Growth $19, Pro $55, Enterprise $89 billed annually. Details on The-Y CRM as of version 1.1.24 (11 Oct 2026) – new features include finance up to the export for your tax advisor (no tax advice), Facebook and Instagram posts with a content calendar, answering comments, WhatsApp templates with a preview and installing it as an app on your phone (no push notifications yet).
With every tool, you pay Meta's WhatsApp fees and your call minutes to the respective provider; The-Y adds no markup. According to its own help center, Freshworks adds 20% to Meta's WhatsApp costs. Since 1 Oct 2026 Meta also charges for replies within the 24-hour window; the first 1,000 per number per month are free. Those 1,000 are Meta's free allowance – not to be confused with the limit of The-Y Free (1,000 outgoing messages per month across all channels). All the details, with a calculator for every country: What The-Y CRM really costs. For up to 3 people, The-Y Free (€0) is enough – in our cloud or self-hosted with a free key.
Write to us. We get the server, install The-Y CRM and keep it up to date. You pay the licence and the server costs 1:1, exactly as they are billed – no markup, no service fee.
Server guide price: about €8–15 net per month (e.g. netcup VPS 500 or 1000, see the costs page). We do this case by case until there's a ready-made hosting package.
Like it? Then move to your own server – free with a free key (same limits as Free) or without limits with the self-hosting licence (guide, server requirements) – or let us do it for you.
Yes, with Docker on your own server – in two ways: free with a free key (created in the app after sign-up; the same limits as Free: 3 users, 1,000 outgoing messages across all channels and 200 outgoing call minutes per month, 2 GB; no support, feedback during the Alpha is welcome) or without usage limits with the self-hosting licence for €10 a month or €240 one-time (during Alpha and Beta; from the Live release €20 or €480). The €10 and the €240 get you the same licence – one as a subscription, the other perpetual.
Free in the cloud for up to 3 users: servers in the EU, 1,000 outgoing messages (all channels combined) and 200 outgoing call minutes per month, 2 GB storage. For larger teams, The-Y CRM runs on your own server. If you don't want to run one, we set it up for you case by case and keep it up to date: you pay licence and server costs 1:1, with no markup and no service fee – server guide price about €8–15 net per month.
On 10 Oct 2026 the Freshdesk pricing page lists only Growth, Pro and Enterprise, plus a 14-day trial. The help center describes a “Free Program” for Freshdesk (not for Omni): up to 2 agents, free for 6 months, after which a paid plan is required. The-Y Free is free for good – up to 3 users, with WhatsApp and a phone system, in our cloud or self-hosted with a free key.
Freshworks offers telephony via Freshcaller, a separate product with its own price list: Free €0, Growth €15, Pro €39, Enterprise €69 per agent per month billed annually, plus phone numbers and call credits. Queues, voicemail and recording start at Growth, IVR at Pro according to the plan comparison. In The-Y CRM the phone system is built in, IVR included, even on the free plan. All you need is a phone number from a telephony provider – currently sipgate, Zadarma or Twilio, more to follow.
The-Y charges nothing extra. You pay Meta's fees directly to Meta – according to its own help center, Freshworks adds 20% on top. Since 1 Oct 2026 Meta also charges for replies within the 24-hour window; the first 1,000 per number per month are free. Those 1,000 are Meta's free allowance – not to be confused with the limit of The-Y Free (1,000 outgoing messages per month across all channels). Details on the costs page.
Yes. If you already use the WhatsApp Business app, you can keep it: The-Y CRM connects the number via Meta's WhatsApp Business Platform as well, replies you send from your phone also appear in the CRM, and up to 180 days of history are imported. If the number runs in the personal WhatsApp app, you first switch it to the WhatsApp Business app or release it from WhatsApp – that's Meta's rule for the Business Platform and applies just the same with Zammad, Chatwoot or Twilio. The number stays yours.
Then all self-hosted installations – with a free key, a monthly licence or a lifetime licence – first get a final update that removes the licence check and all usage limits. After that they keep running for free, without limits and indefinitely; your data is on your server anyway. This is also in our Terms of Use. If you use Free in our cloud, you can export your data at any time.
Zammad · Chatwoot · osTicket · FreeScout · respond.io · Trengo · superchat · Bitrix24 · All comparisons
Freshdesk, Freshcaller and Freshsales are trademarks of their respective owners. This comparison is independent and made to the best of our knowledge; please report errors to office@the-y.at and we'll correct them right away.