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At a Glance
Market Segments
Small-Business (68.6% of reviews)
Mid-Market (62.2% of reviews)
Entry-Level Pricing
No pricing available
$19.00
Autotask
Star Rating
(520)4.3 out of 5
Market Segments
Small-Business (68.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about AutotaskFreshservice
Star Rating
(1,307)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshservice excels in Ease of Use with a score of 9.2 compared to Autotask's 8.0. Reviewers mention that Freshservice's intuitive interface makes it easier for teams to navigate and utilize the software effectively.
- Reviewers mention that Freshservice offers superior Quality of Support with a score of 9.0, while Autotask scores 8.2. Users on G2 highlight Freshservice's responsive customer service and extensive knowledge base as key advantages.
- Users say that Freshservice shines in Automation capabilities, scoring 8.8 compared to Autotask's 8.4. Reviewers appreciate Freshservice's automated ticket routing and prioritization features, which streamline workflows significantly.
- G2 users report that Freshservice's Mobile functionality is a standout feature, scoring 8.4, while Autotask lags behind at 6.1. Reviewers mention that the mobile app allows for seamless ticket management on the go, enhancing productivity.
- Reviewers mention that Freshservice's Knowledge Base integration is notably better, scoring 8.6 compared to Autotask's 7.1. Users appreciate how Freshservice allows easy access to articles and documentation directly from the ticketing system.
- Users on G2 report that Freshservice's Incident Reports feature is highly effective, scoring 9.1 versus Autotask's 8.5. Reviewers highlight the detailed analytics and reporting capabilities that help teams track and resolve issues more efficiently.
Pricing
Entry-Level Pricing
Autotask
No pricing availableFreshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Free Trial
Autotask
No trial information availableFreshservice
Free Trial is available
Ratings
Meets Requirements
8.5
447
8.9
1,168
Ease of Use
8.0
479
9.2
1,170
Ease of Setup
7.5
367
8.8
953
Ease of Admin
7.7
265
9.0
957
Quality of Support
8.2
416
9.0
1,128
Has the product been a good partner in doing business?
8.4
257
9.1
932
Product Direction (% positive)
8.5
445
9.5
1,155
Features by Category
Administration
8.0
178
8.6
320
|
Verified
8.0
180
8.4
345
|
Verified
8.1
182
8.4
373
|
Verified
Service Desk
9.1
185
9.4
402
|
Verified
8.5
182
9.1
377
|
Verified
8.4
182
8.8
369
|
Verified
Management
8.2
180
8.5
312
|
Verified
8.3
181
8.9
319
|
Verified
8.4
178
8.8
283
|
Verified
8.0
176
8.5
286
|
Verified
7.5
172
8.2
230
|
Verified
Functionality
9.2
180
9.4
333
|
Verified
8.4
177
8.7
271
|
Verified
8.6
180
8.7
268
|
Verified
8.3
178
8.8
303
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
5.6
11
8.0
9
5.8
11
7.8
9
6.2
11
8.0
9
5.9
11
7.6
9
6.1
11
7.4
9
5.3
10
8.1
9
6.2
11
8.3
9
Monitoring
Not enough data
8.3
267
|
Verified
Not enough data
8.6
303
|
Verified
Not enough data
8.8
320
|
Verified
Not enough data
6.1
25
Management Tools
Not enough data
9.1
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Generative AI
Not enough data
7.8
136
Not enough data
7.8
135
Agentic AI - Incident Management
Not enough data
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
Customer Management
8.0
181
|
Verified
Not enough data
7.1
178
|
Verified
Not enough data
6.1
175
|
Verified
Not enough data
7.2
180
|
Verified
Not enough data
Project Management
6.9
179
Not enough data
7.0
177
|
Verified
Not enough data
7.3
173
|
Verified
Not enough data
7.6
174
|
Verified
Not enough data
Accounting
7.2
173
Not enough data
7.3
172
|
Verified
Not enough data
6.5
166
Not enough data
6.8
170
Not enough data
6.5
168
|
Verified
Not enough data
Portfolio Management
6.8
168
Not enough data
6.8
167
Not enough data
6.6
165
Not enough data
6.6
164
Not enough data
Analytics
6.7
167
|
Verified
Not enough data
7.4
172
|
Verified
Not enough data
7.4
168
|
Verified
Not enough data
Administration
7.8
176
|
Verified
Not enough data
8.2
171
|
Verified
Not enough data
8.0
173
|
Verified
Not enough data
Platform
8.3
171
|
Verified
Not enough data
7.4
160
|
Verified
Not enough data
8.6
172
|
Verified
Not enough data
6.4
164
|
Verified
Not enough data
4.7
161
|
Verified
Not enough data
Generative AI
5.8
88
Not enough data
6.1
88
Not enough data
Artificial Intelligence - Professional Services Automation
5.3
32
Not enough data
5.1
31
Not enough data
6.2
30
Not enough data
Agentic AI - Professional Services Automation
5.6
32
Not enough data
5.6
32
Not enough data
Generative AI
Not enough data
7.2
75
Self-Service Experience
Not enough data
8.4
136
Not enough data
8.7
132
Not enough data
7.1
112
Not enough data
7.6
114
Not enough data
8.2
133
Self-Service Platform
Not enough data
8.5
134
Not enough data
8.7
138
Not enough data
7.1
107
Not enough data
8.1
129
Agentic AI - Customer Self-Service
Not enough data
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Generative AI
Not enough data
7.7
70
Agentic AI - IT Alerting
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Incident Management
8.1
237
9.1
736
8.4
236
8.9
739
8.4
235
9.0
792
7.0
230
8.6
728
7.3
231
8.6
693
Reporting
8.7
234
8.6
774
8.8
234
8.2
637
7.4
228
8.2
616
Access & Usability
6.1
230
8.4
702
7.9
230
8.9
725
7.2
225
8.5
550
7.6
223
8.7
562
Agentic AI - Service Desk
5.6
14
7.1
8
5.6
14
6.7
8
5.2
14
7.1
8
4.8
14
6.7
8
4.4
13
7.1
8
4.5
13
6.7
8
5.1
14
6.7
8
Analysis
Not enough data
7.6
175
Platform
Not enough data
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Security
Not enough data
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
Agentic AI - Enterprise IT Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Autotask and Freshservice are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
Autotask is categorized as Professional Services Automation
Freshservice is categorized as IT Alerting, Incident Management, Enterprise IT Management, and Customer Self-Service
Reviews
Reviewers' Company Size
Autotask
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
52.4%
Computer & Network Security
17.3%
Computer Software
6.3%
Computer Networking
3.4%
Telecommunications
2.4%
Other
18.3%
Information Technology and Services
19.7%
Computer Software
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.4%
Other
63.4%
Alternatives
Discussions
What is Autotask Professional Services Automation (PSA) used for?
2 Comments
UA
A tool (CRM plus ERP Module) specifically designed for the Managed IT Service Providers (MSPs). This tool not only helps in capturing the long term contracts...Read more
Autotask has no more discussions with answers
How has your experience been with Freshservice support?
12 Comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 Comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...Read more
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