# C2 ITSM vs Freshservice Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshservice excels in overall user satisfaction, boasting a significantly higher score compared to C2 ITSM. Users appreciate its **intuitive interface** and the ability to streamline customer support processes, making it a preferred choice for many organizations.
- **Users say** that Freshservice offers a comprehensive suite of features that allow for the consolidation of multiple applications into one platform. This versatility is highlighted by reviewers who mention its effectiveness in supporting various departments beyond just IT, enhancing overall operational efficiency.
- **According to verified reviews** , Freshservice stands out for its ease of setup and administration, with users noting a smooth onboarding experience. In contrast, C2 ITSM, while customizable, has received feedback indicating that it may require more effort to configure for specific business needs.
- **Reviewers mention** that Freshservice provides high-quality support, with a score reflecting user satisfaction in this area. Users have praised the responsiveness and helpfulness of the support team, which contrasts with C2 ITSM, where some users have expressed a desire for more robust support options.
- **G2 reviewers highlight** Freshservice's strong performance in ticket management features, such as automated ticket routing and prioritization. Users have noted that these features significantly enhance their ability to manage support requests efficiently, while C2 ITSM, although functional, does not match the same level of sophistication in this area.
- **Users report** that C2 ITSM has its strengths in customization, particularly with its simple form creator for new request types and the ability to create knowledge base articles. However, Freshservice's broader feature set and higher user satisfaction ratings suggest it may be a more reliable choice for organizations looking for a comprehensive ITSM solution.



| | C2 ITSM | Freshservice | 
|---|---|---|
| **Star Rating** | 4.2 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 40 | 1,335 | 
| **Largest Market Segment** | Mid-Market (59.0% of reviews) | Mid-Market (61.9% of reviews) | 
| **Entry Level Price** | $49.00 1 Named seat Per Month | $19.00 | 

---
## Top Pros & Cons

### C2 ITSM

**Not enough data**

### Freshservice

Pros:
- Ease of Use (158 reviews)
- Features (89 reviews)

Cons:
- Missing Features (54 reviews)
- Limited Features (42 reviews)

---
## Ratings Comparison
| Rating | C2 ITSM | Freshservice | 
|---|---|---|
  | **Meets Requirements** | 8.3 (35 reviews) | 8.9 (1183 reviews) | 
  | **Ease of Use** | 8.4 (35 reviews) | 9.2 (1188 reviews) | 
  | **Ease of Setup** | 7.5 (25 reviews) | 8.8 (973 reviews) | 
  | **Ease of Admin** | 8.3 (24 reviews) | 9.0 (958 reviews) | 
  | **Quality of Support** | 8.1 (35 reviews) | 9.0 (1143 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.1 (24 reviews) | 9.1 (933 reviews) | 
  | **Product Direction (% positive)** | 7.8 (32 reviews) | 9.5 (1166 reviews) | 

---
## Pricing

### C2 ITSM

#### Entry-Level Pricing

Plan: C2 ITSM - Named

Price: $49.00 1 Named seat Per Month

Description: C2 ITSM is an integrated IT service management software designed for organizations looking to provide quality service delivery at an affordable price point. It’s also an ITIL-ready and codeless service desk built for operating best-in-class ticketing. You get all the benefits with one simple named license:

Key Features:
- Incident Management
- Problem Management
- Change Management

[Browse all 2 editions](https://www.g2.com/products/c2-itsm/pricing)

#### Free Trial

No

### Freshservice

#### Entry-Level Pricing

Plan: STARTER

Price: $19.00

Description: For getting started

Key Features:
- Incident Management
- Knowledge Base
- Self Service Portal

[Browse all 3 editions](https://www.g2.com/products/freshservice/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **C2 ITSM** | N/A | N/A |
| **Freshservice** | N/A | N/A |

#### Ticket and Case Management

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | Not enough data | 
| **Ticket response user experience** | Not enough data | Not enough data | 
| **Workflow** | Not enough data | Not enough data | 
| **Response Automation** | Not enough data | Not enough data | 
| **SLA Management** | Not enough data | Not enough data | 
| **Attachments/Screencasts** | Not enough data | Not enough data | 
| **Ticket Collaboration** | Not enough data | Not enough data | 
| **Customer and Contacts Database** | Not enough data | Not enough data | 

#### Generative AI

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Customer Portal** | Not enough data | Not enough data | 
| **Email to Case** | Not enough data | Not enough data | 
| **Chat/Live Support** | Not enough data | Not enough data | 
| **Social Integration** | Not enough data | Not enough data | 
| **Voice** | Not enough data | Not enough data | 

#### Platform

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Mobile User Support** | Not enough data | Not enough data | 
| **Customization ** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | 
| **Reporting** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **C2 ITSM** | N/A | N/A |
| **Freshservice** | 8.4/10 | 446 |

#### Administration

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Change Management** | Not enough data | 8.6 (324 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.4 (351 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.3 (375 reviews) ✓ Verified | 

#### Service Desk

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Help Desk** | Not enough data | 9.5 (409 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 9.1 (377 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 8.8 (373 reviews) ✓ Verified | 

#### Management

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Reporting** | Not enough data | 8.5 (313 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.9 (319 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 8.8 (283 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.5 (290 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 8.1 (228 reviews) ✓ Verified | 

#### Functionality

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.5 (342 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.7 (269 reviews) ✓ Verified | 
| **Alerting** | Not enough data | 8.7 (267 reviews) ✓ Verified | 
| **Automation** | Not enough data | 8.8 (310 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.9 (8 reviews) | 
| **Multi-step Planning** | Not enough data | 6.9 (8 reviews) | 
| **Cross-system Integration** | Not enough data | 8.5 (13 reviews) | 
| **Adaptive Learning** | Not enough data | 7.4 (7 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.1 (7 reviews) | 
| **Proactive Assistance** | Not enough data | 8.1 (9 reviews) | 
| **Decision Making** | Not enough data | 8.0 (9 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **C2 ITSM** | 8.9/10 | 8 |
| **Freshservice** | 7.4/10 | 368 |

#### Monitoring

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Constant Monitoring** | 8.7 (5 reviews) | 8.3 (267 reviews) ✓ Verified | 
| **Timely Alerts** | 9.7 (6 reviews) ✓ Verified | 8.6 (303 reviews) ✓ Verified | 
| **TIcket Accuracy** | 8.6 (6 reviews) ✓ Verified | 8.8 (320 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 6.1 (26 reviews) | 

#### Management Tools

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Ticket Assignment** | 8.8 (7 reviews) ✓ Verified | 9.0 (341 reviews) ✓ Verified | 
| **Standardization** | 8.8 (7 reviews) ✓ Verified | 8.9 (331 reviews) | 
| **Lifecycle Visualization** | 9.0 (5 reviews) ✓ Verified | 8.5 (295 reviews) ✓ Verified | 

#### Generative AI

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (137 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (136 reviews) | 

#### Agentic AI - Incident Management

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.6 (6 reviews) | 
| **Multi-step Planning** | Not enough data | 5.6 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 5.8 (6 reviews) | 
| **Adaptive Learning** | Not enough data | 7.0 (5 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.3 (5 reviews) | 
| **Proactive Assistance** | Not enough data | 7.0 (5 reviews) | 
| **Decision Making** | Not enough data | 7.0 (5 reviews) | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **C2 ITSM** | 8.0/10 | 5 |
| **Freshservice** | N/A | N/A |

#### Asset Inventory

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Hardware Asset Inventory** | 8.0 (5 reviews) | Not enough data | 
| **Software Asset Inventory** | Not enough data | Not enough data | 
| **Cloud Asset Inventory** | Not enough data | Not enough data | 
| **Mobile Asset Inventory** | Not enough data | Not enough data | 
| **Asset Discovery** | Not enough data | Not enough data | 

#### Generative AI

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Generation** | Not enough data | Not enough data | 

#### Agentic AI - IT Asset Management

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

#### Management

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Central Dashboard** | Not enough data | Not enough data | 
| **Asset Policy Management** | Not enough data | Not enough data | 
| **Risk Management** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **C2 ITSM** | N/A | N/A |
| **Freshservice** | 6.9/10 | 152 |

#### Generative AI

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.2 (76 reviews) | 

#### Self-Service Experience

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.4 (139 reviews) | 
| **Searchable Articles** | Not enough data | 8.7 (133 reviews) | 
| **Community Forums** | Not enough data | 7.1 (113 reviews) | 
| **Mobile Optimization** | Not enough data | 7.6 (115 reviews) | 
| **Personalization** | Not enough data | 8.2 (134 reviews) | 

#### Self-Service Platform

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Branding** | Not enough data | 8.5 (135 reviews) | 
| **Automation** | Not enough data | 8.7 (140 reviews) | 
| **Artificial Intelligence** | Not enough data | 7.1 (108 reviews) | 
| **Integrations** | Not enough data | 8.1 (130 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.0 (5 reviews) | 
| **Multi-step Planning** | Not enough data | 5.3 (5 reviews) | 
| **Cross-system Integration** | Not enough data | 5.3 (5 reviews) | 
| **Adaptive Learning** | Not enough data | 5.3 (5 reviews) | 
| **Natural Language Interaction** | Not enough data | 5.3 (5 reviews) | 
| **Proactive Assistance** | Not enough data | 5.0 (5 reviews) | 
| **Decision Making** | Not enough data | 5.3 (5 reviews) | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **C2 ITSM** | N/A | N/A |
| **Freshservice** | 7.1/10 | 70 |

#### Generative AI

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (70 reviews) | 

#### Agentic AI - IT Alerting

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | 7.0 (5 reviews) | 
| **Cross-system Integration** | Not enough data | 7.0 (5 reviews) | 
| **Adaptive Learning** | Not enough data | 7.0 (5 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | 7.0 (5 reviews) | 
| **Decision Making** | Not enough data | 7.0 (5 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **C2 ITSM** | 8.3/10 | 12 |
| **Freshservice** | 8.0/10 | 843 |

#### Incident Management

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Automate Ticket Routing** | 9.2 (8 reviews) | 9.1 (737 reviews) | 
| **Ticket Prioritization** | 8.2 (10 reviews) | 8.9 (737 reviews) | 
| **Ticket Notifications** | 9.5 (10 reviews) | 9.0 (795 reviews) | 
| **Knowledge Base** | 9.4 (8 reviews) | 8.6 (728 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.1 (8 reviews) | 8.6 (694 reviews) | 

#### Reporting

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Dashboards** | 6.9 (8 reviews) | 8.6 (775 reviews) | 
| **Time Tracking** | 8.1 (8 reviews) | 8.2 (639 reviews) | 
| **Surveys** | 7.0 (5 reviews) | 8.2 (615 reviews) | 

#### Access & Usability

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Mobile** | Not enough data | 8.4 (701 reviews) | 
| **Self Service** | 7.8 (6 reviews) | 8.9 (727 reviews) | 
| **Active Directory** | 8.5 (8 reviews) | 8.5 (550 reviews) | 
| **Multi-Channel Access** | Not enough data | 8.6 (562 reviews) | 

#### Agentic AI - Service Desk

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.1 (8 reviews) | 
| **Multi-step Planning** | Not enough data | 6.7 (8 reviews) | 
| **Cross-system Integration** | Not enough data | 7.1 (8 reviews) | 
| **Adaptive Learning** | Not enough data | 7.0 (9 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.1 (8 reviews) | 
| **Proactive Assistance** | Not enough data | 6.7 (8 reviews) | 
| **Decision Making** | Not enough data | 6.7 (8 reviews) | 

### Enterprise IT Management

| Product | Score | Reviews |
|---|---|---|
| **C2 ITSM** | N/A | N/A |
| **Freshservice** | 8.2/10 | 364 |

#### Analysis

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Threat Detection** | Not enough data | 7.5 (173 reviews) | 

#### Platform

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Unified Communications Platform** | Not enough data | 8.3 (232 reviews) | 
| **Remote Access** | Not enough data | 8.2 (212 reviews) | 
| **ITIL Policy Compliance** | Not enough data | 8.7 (255 reviews) | 
| **Asset Tracking** | Not enough data | 8.4 (283 reviews) | 
| **IT Knowledge Management** | Not enough data | 8.7 (315 reviews) | 

#### Security

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Endpoint Protection** | Not enough data | 7.8 (178 reviews) | 
| **Patch Management** | Not enough data | 7.0 (107 reviews) | 
| **Disaster Recovery** | Not enough data | 7.5 (166 reviews) | 
| **Service Management** | Not enough data | 8.9 (283 reviews) | 
| **Workflow Management** | Not enough data | 8.8 (286 reviews) | 

#### Agentic AI - Enterprise IT Management

| Feature | C2 ITSM | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (4):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [Incident Management Software](https://www.g2.com/categories/incident-management), [Service Desk Software](https://www.g2.com/categories/service-desk)


**Unique to Freshservice (5):** [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Help Desk Software](https://www.g2.com/categories/help-desk)


---
## Reviewer Demographics

### By Company Size

| Segment | C2 ITSM | Freshservice | 
|---|---|---|
| **Small-Business** | 5.1% | 17.6% | 
| **Mid-Market** | 59.0% | 61.9% | 
| **Enterprise** | 35.9% | 20.5% | 

### By Industry

#### C2 ITSM

- **Government Administration:** 25.6%
- **Computer Software:** 10.3%
- **Education Management:** 10.3%
- **Financial Services:** 7.7%
- **Information Technology and Services:** 5.1%
- **Hospital & Health Care:** 5.1%
- **Higher Education:** 5.1%
- **Aviation & Aerospace:** 2.6%
- **Building Materials:** 2.6%
- **Civil Engineering:** 2.6%
- **Other:** 23.1%

#### Freshservice

- **Information Technology and Services:** 19.7%
- **Computer Software:** 5.5%
- **Construction:** 4.5%
- **Financial Services:** 3.5%
- **Education Management:** 3.5%
- **Hospital & Health Care:** 3.5%
- **Retail:** 3.1%
- **Computer & Network Security:** 2.6%
- **Non-Profit Organization Management:** 2.4%
- **Marketing and Advertising:** 2.0%
- **Other:** 49.7%

---
## Alternatives

### Alternatives to C2 ITSM

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (976 reviews)
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### Alternatives to Freshservice

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- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1128 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6891 reviews)
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---
## Top Discussions

### C2 ITSM

No discussions available for this product.

### Freshservice

- Title: [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) — 12 comments, 1 upvote
  > **Top comment:** "So far, great.  I've only worked with them twice, but both times the answer came back within 24 hours."
- Title: [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) — 3 comments, 1 upvote
  > **Top comment:** "We use it as a ticketing tool that helps us manage requests and assign them to specified employees for resolution. It also helps us track our service..."
- Title: [Whats the best way to populate our inventory?](https://www.g2.com/discussions/whats-the-best-way-to-populate-our-inventory) — 3 comments, 1 upvote
  > **Top comment:** "Hello, honestly that was the only thing I had issue with Fresh Service, there are different ways to do inventory on it, but none are perfect.
Option 1 using..."
- Title: [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) — 2 comments, 1 upvote
  > **Top comment:** "No Sergio, we are purely a SAAS Application. But the Security concerns of On.Prem Apps are 100% resolved in Freshworks Ecosystem. As we are hosted on AWS..."
- Title: [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) — 2 comments, 1 upvote
  > **Top comment:** "Freshservice definitely has API hooks into the Google environment.  There are also several in-app ways to create automation but you may not be able to modify..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/c2-itsm-vs-freshservice)