Crisp Review (2026): Simple Helpdesk for Small Teams

Crisp positions itself as the human-centric alternative to enterprise helpdesk tools. Founded in 2015 by French entrepreneurs Valérian Saliou and Baptiste Jamin, it focuses on live chat and omnichannel messaging rather than complex ticketing workflows. The company has grown steadily, serving over 200,000 businesses worldwide, primarily in the small-to-medium business segment.

Unlike Zendesk or Salesforce Service Cloud, Crisp doesn't try to be everything for everyone. It deliberately avoids enterprise complexity, targeting teams that want to talk to customers without navigating layers of configuration. This focused approach creates a refreshing alternative in a market dominated by feature-heavy platforms. For small teams wanting straightforward customer communication without the bloat, it's worth considering.

What Crisp Actually Is

Crisp is a cloud-based customer messaging platform built around live chat. It handles website chat, email, Facebook Messenger, Instagram, Telegram, and SMS in one shared inbox. The interface is intentionally simple, with no overwhelming configuration panels or enterprise complexity.

The platform suits teams of 2-20 agents who prioritize real-time conversation over formal ticket tracking. Startups and small businesses make up most of its user base, though some mid-sized companies use it for specific teams or departments.

The core philosophy is conversation-first support. Rather than forcing customers through ticket forms and automated queues, Crisp emphasizes direct human connection. This approach works well for businesses where personal touch matters, including boutiques, agencies, SaaS startups, and professional services.

Crisp runs entirely in the browser and offers native apps for iOS and Android. The web interface loads quickly, even on slower connections, which matters for teams working remotely or in areas with inconsistent internet. See how it compares to alternatives in our live chat software comparison.

Pricing: What You'll Actually Pay

Key advantage: Unlimited agents on paid plans. Most competitors charge per agent, so a 10-person team pays the same as a 3-person team.

Reality check: The free plan is usable for micro teams. Two seats, core chat features, and no time limit. Most competitors offer trials disguised as free plans. You can run a small operation on Crisp's free tier indefinitely.

Essential plan details: At $45/month, you get unlimited agents, which is remarkable. Compare to Zendesk's Team plan at $19/agent. A 10-agent team pays $190/month with Zendesk versus $45 with Crisp. The Essential plan removes Crisp branding, adds email integration, and includes basic automations.

Growth plan ($95/month): Adds chatbots, advanced triggers, and the MagicBrowse co-browsing feature. This is the sweet spot for most growing teams. The chatbot builder is visual and requires no coding, though it's less sophisticated than Intercom's Fin AI.

Scale plan (€295/month): Targets larger operations with API access, webhooks, and priority support. The jump from $95 to ~$310 is significant, reflecting the enterprise features included. Most SMBs never need this tier.

No annual discount: Unlike competitors, Crisp doesn't offer annual pricing discounts. This simplifies decision-making but means you won't save money by committing yearly.

What Actually Works Well

The interface is clean. Compared to Zendesk's complexity, Crisp feels modern and approachable. New agents are productive within an hour, not days.

Omnichannel actually works. Messages from chat, email, Instagram, and Telegram appear in one inbox with unified customer profiles. No tab switching between platforms.

MagicBrowse is unique. Agents can see visitor screens in real-time (with permission) to guide users through problems. This co-browsing feature is rare at this price point.

Transparent pricing. No hidden add-ons or surprise costs. What you see is what you pay. This predictability is rare in helpdesk software, where competitors often nickel-and-dime with feature tiers.

Fast setup. Most teams are live within 30 minutes. The onboarding flow guides you through widget installation, team invites, and basic configuration without overwhelming detail. Compare to Salesforce, where implementation often takes weeks with consultant involvement.

GDPR native: As a French company, Crisp built privacy into its architecture from day one. EU data residency, cookie consent tools, and privacy-focused defaults come standard. For European businesses, this eliminates compliance headaches that plague US-based competitors.

What's Frustrating

Limited ticketing depth. Crisp handles conversations well but lacks sophisticated ticket management. No SLAs, limited automation, basic reporting. Teams with complex workflows outgrow it quickly.

The knowledge base is basic. Functional for simple FAQs, but lacks the depth of dedicated documentation tools. No versioning, limited categorization.

Reporting is thin. You get conversation counts and response times, but little insight into trends, agent performance, or customer satisfaction over time.

Enterprise features missing. No SAML SSO, limited API on lower tiers, no sandbox environment. Larger organizations hit walls fast. If you need advanced security, custom user roles, or detailed audit logs, Crisp isn't the right choice.

Mobile app limitations: While functional for basic chat responses, the mobile app lacks the full feature set of the desktop version. Complex automations, detailed customer profiles, and reporting aren't available on mobile. Agents handling complex issues need desktop access.

Search is weak: Finding past conversations or customer history is frustrating. The search function doesn't support advanced filters, date ranges, or keyword combinations effectively. Teams with high conversation volumes struggle to locate specific interactions.

No native CRM: Unlike HubSpot or Zendesk, Crisp doesn't include built-in customer relationship management. You'll need to integrate with a separate CRM (Salesforce, HubSpot, Pipedrive) for deal tracking, which adds cost and complexity.

Feature Highlights

Live Chat

Crisp's core strength. The chat widget is customizable, mobile-responsive, and supports file sharing, video calls, and screen sharing. Typing indicators and read receipts work reliably.

Shared Inbox

All channels funnel into one collaborative workspace. Agents can assign conversations, leave internal notes, and see who's viewing what. Collision detection prevents duplicate responses.

Automation

Growth and Scale plans include chatbots and triggers. The bot builder is visual and approachable, though less powerful than Intercom's. Basic routing and auto-responses work well.

Integrations

Connects with 20+ tools including Slack, Zapier, Shopify, and WordPress. The Shopify integration shows customer order history directly in chat, which is useful for ecommerce.

The Slack integration is particularly well-executed. Support conversations appear in dedicated Slack channels, allowing teams to collaborate without leaving their primary communication tool. Agents can respond to customers directly from Slack, which is convenient for distributed teams.

Zapier connectivity opens hundreds of additional integrations. You can trigger workflows based on chat events, creating tickets in other systems, updating CRM records, or sending notifications to team members.

However, the integration ecosystem is smaller than Zendesk's 1,000+ apps. If you use niche or specialized tools, you may need custom development via the API (available only on Scale plan).

Real-World Performance

Crisp handles routine support well. Response times are fast, the mobile app works for on-the-go agents, and customers rarely complain about the chat experience.

Where it struggles is scale. Teams handling 500+ conversations daily report inbox overload. The lack of advanced filtering and prioritization means important messages get buried.

No priority inbox: Crisp treats all conversations equally. A message from a first-time visitor appears alongside one from a high-value customer. Without VIP flags, custom routing rules, or priority queues, teams must manually scan every incoming message. This becomes unmanageable at high volumes.

Performance at volume: During peak traffic (Black Friday for ecommerce clients, product launches for SaaS), Crisp's simple inbox becomes a liability. There's no way to automatically escalate urgent messages, route based on customer tier, or prioritize by potential value. Teams resort to manual monitoring, which doesn't scale.

Customer data limitations: While Crisp shows basic customer information, it lacks the rich profiles of enterprise tools. You won't see lifetime value, purchase history across channels, or interaction timelines without integrating external systems. For relationship-driven businesses, this context gap hampers personalization.

Who Should Use Crisp

Pick Crisp if:

• You're a startup or small business (2-20 agents)
• Live chat is your primary support channel
• You want simple, fast setup without consultants
• Budget matters. The unlimited agent model saves money
• You need omnichannel messaging (not just email tickets)

Skip Crisp if:

• You have complex ticket routing needs
• You need detailed analytics and reporting
• You're enterprise (100+ agents) or need SSO
• You want advanced automation and AI features
• Formal ticketing with SLAs is required

Alternatives to Consider

• Zendesk: More powerful ticketing, higher cost, enterprise-ready. Zendesk handles complex workflows, SLAs, and advanced reporting that Crisp lacks. Choose Zendesk if you have 20+ agents or need formal ticket management. Pricing starts at $19/agent, so Crisp wins on cost for teams under 10 agents.

• Intercom: Better automation and AI, more expensive, product-focused. Intercom's Fin AI resolves tickets automatically and proactively engages users. It's the better choice for SaaS companies wanting product-led growth. However, Intercom costs significantly more. Expect $200-500/month versus Crisp's $45-95.

• Freshdesk: Similar price point, better ticketing, less modern UI. Freshdesk offers more structured ticket management at $15/agent. The interface feels dated compared to Crisp, but the feature depth is superior. Choose Freshdesk if you outgrow Crisp's conversation model but aren't ready for Zendesk pricing.

• Tidio: Cheaper flat pricing, unlimited agents, ecommerce focus. Tidio starts at $29/month flat (unlimited agents) and offers similar live chat capabilities. It's specifically optimized for online stores with cart abandonment features. Choose Tidio if you're ecommerce-first and want the lowest cost.

• Help Scout: Email-first helpdesk with modern design. Help Scout feels similar to Crisp in simplicity but focuses on email tickets rather than live chat. Good for teams that don't need real-time chat but want straightforward support software.

Real-World Use Cases

Ecommerce Store (15 agents)

A mid-sized Shopify store selling outdoor gear uses Crisp across their support team. The Shopify integration lets agents see order history, shipping status, and customer value without switching tabs. During peak season, they handle 300+ chats daily. The unlimited agent model means seasonal hires don't trigger additional costs. However, they manually tag VIP customers because Crisp lacks automatic customer tier recognition.

SaaS Startup (8 agents)

A B2B software startup uses Crisp for both sales and support. The MagicBrowse feature helps their onboarding team guide new users through complex setup processes. The startup chose Crisp for its speed-to-value. They were live within a day of signup. As they've grown, they're beginning to feel the limitations of Crisp's basic reporting and considering a move to Intercom for better product analytics.

Digital Agency (4 agents)

A small marketing agency uses Crisp's free plan for their client communication. The two-seat limit works because only account managers handle direct client chat, while the rest of the team uses email. They upgraded to Essential ($45/month) after six months to remove Crisp branding and add email integration. The simple interface means new hires need minimal training.

Nonprofit Organization (6 agents)

A midsized environmental nonprofit uses Crisp to handle donor inquiries and volunteer coordination. The organization chose Crisp specifically for its transparent pricing. The $45/month Essential plan fits their tight budget without per-agent fees that would punish their volunteer-heavy model. They use the shared inbox to ensure no donor message goes unanswered, though they struggle with the lack of donation tracking integration.

The Bottom Line

Crisp delivers on its promise: simple, human-centric customer messaging. It's not trying to be Zendesk, and that's the point. For small teams wanting live chat and omnichannel support without complexity, it's a solid choice.

The value proposition is clear: get live chat and multi-channel messaging running quickly without enterprise overhead. Crisp succeeds by knowing what it is and what it isn't. It won't satisfy teams needing advanced ticketing, detailed analytics, or enterprise security. But for the target market, small businesses and startups prioritizing speed and simplicity, it hits the mark.

The unlimited agent pricing is attractive for growing teams. But know the limitations going in. You'll likely outgrow Crisp if you scale beyond 20 agents or need sophisticated ticket management. Most teams find the transition point arrives around 500 daily conversations or when formal SLAs become necessary.

For European businesses, the GDPR-native architecture and EU data residency add significant value over US competitors. The French origin isn't just a detail. It shapes the product's privacy-first approach and straightforward data handling.

Ultimately, Crisp represents a specific philosophy: customer support should be conversational, not bureaucratic. If that resonates with your team, it's worth the $45-95 monthly investment. If you need enterprise rigor, look elsewhere.

Rating: 4.0/5. Excellent for its target market of small teams and startups, but limited for enterprise requirements and complex workflows.

Frequently Asked Questions

Does Crisp offer a free plan? Yes, Crisp's free plan supports 2 agents with core live chat, email, and social media integration. It's usable for micro teams, not a time-limited trial.

How does Crisp compare to Zendesk? Crisp is simpler and cheaper but lacks Zendesk's ticketing depth, automation, and enterprise features. Choose Crisp for live chat simplicity; Zendesk for comprehensive helpdesk.

Can I use Crisp for ecommerce? Yes, Crisp integrates with Shopify, WooCommerce, and Magento. The Shopify integration shows order history in chat, helping agents answer customer questions faster.

Is Crisp GDPR compliant? Yes, Crisp is GDPR compliant with EU data residency options. The company is based in France and emphasizes privacy in its architecture.

Does Crisp support multiple languages? Yes, Crisp supports 20+ languages including English, French, German, Spanish, Portuguese, and Italian. The chat widget can be localized, and agents can converse with customers in their preferred language. However, Crisp doesn't offer automatic translation like some competitors.

Can I migrate from another helpdesk to Crisp? Crisp offers import tools for Zendesk, Intercom, and Freshdesk. You can transfer customer data, conversation history, and knowledge base articles. The migration process typically takes a few hours depending on data volume. Historical conversations become read-only after import.

What happens if I exceed conversation limits? Crisp doesn't impose hard conversation limits on paid plans. However, extremely high volumes (10,000+ conversations monthly) may require the Scale plan for API access and priority support. The free plan has soft limits. If you consistently exceed reasonable usage, Crisp may prompt you to upgrade.

Does Crisp offer phone support? Crisp doesn't include native phone calling. You can integrate with third-party phone systems like Aircall or RingCentral, but voice calls aren't built into the platform. This is a deliberate choice. Crisp focuses on digital messaging rather than becoming a full contact center solution.

How does Crisp handle chatbots? Crisp includes a visual chatbot builder on Growth and Scale plans. You can create simple decision trees, automated responses, and routing rules without coding. The bots handle basic FAQs and collect visitor information before handing off to humans. However, Crisp's bots lack the AI sophistication of Intercom's Fin or Zendesk's advanced automations. They're rule-based, not machine learning-driven.

What analytics does Crisp provide? Crisp offers basic analytics: conversation volume, response times, resolution rates, and agent activity. You can see which channels generate the most traffic and track conversation trends over time. However, the reporting lacks the depth of enterprise tools. No custom dashboards, limited filtering, and no customer satisfaction tracking out of the box.

Is Crisp suitable for enterprise teams? Generally no. Crisp targets SMBs specifically. While the Scale plan adds some enterprise features (API access, webhooks, priority support), it lacks the security, compliance, and administrative controls that large organizations require. No SAML SSO, limited audit logs, and basic user management make it unsuitable for most enterprise deployments.

Is crisp worth the price?

Whether Crisp is worth it depends on your team size and feature needs. For teams that primarily need its core functionality, it offers competitive value. Larger teams should compare per-agent costs against flat-rate alternatives.

Does crisp offer a free plan?

Crisp offers a limited free option for small teams, though paid plans starting around $15-29/month unlock significantly more features. Check the pricing section above for current details.

How does crisp compare to competitors?

Crisp competes primarily on ease of use and reliability. Key alternatives include tools with different pricing models or more advanced AI features. See our detailed comparisons for side-by-side breakdowns.

What are the main limitations of crisp?

Common limitations include per-agent pricing that scales poorly for large teams, and certain advanced features locked behind higher tiers. Check the cons section above for a detailed breakdown.

Can crisp handle high ticket volumes?

This depends on your specific use case and team requirements. Crisp excels in certain areas while other tools may be better suited for different workflows. Review the detailed analysis above for guidance.

Does crisp support AI-powered automation?

Crisp has added AI-powered features including automated responses and smart routing. The depth of AI capabilities varies by plan — higher tiers unlock more advanced automation.