Compare Freshdesk and Freshservice 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Mid-Market (62.1% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
$19.00
Freshdesk
Star Rating
(3,733)4.4 out of 5
Market Segments
Small-Business (48.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansFreshservice
Star Rating
(1,327)4.6 out of 5
Market Segments
Mid-Market (62.1% 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.
- G2 reviewers report that Freshdesk excels in user-friendliness, with many users highlighting its clean interface and easy navigation. This makes daily support tasks less stressful, especially when managing multiple customer queries simultaneously.
- Users say Freshservice provides excellent visibility into IT operations, which is particularly appreciated by management. One CEO noted that the platform offers immediate insights into their IT processes, enhancing overall operational efficiency.
- Reviewers mention that Freshdesk's automation features significantly reduce manual work for customer support teams. Users appreciate how these features help streamline ticket management and allow for customized workflows tailored to their specific needs.
- According to verified reviews, Freshservice shines with its service portal, which creates a user-friendly front door for employee inquiries. This has notably improved internal processes, making it easier for teams to submit tickets for various HR-related issues.
- G2 reviewers highlight that Freshdesk is particularly easy for new hires to pick up, requiring minimal training to start handling tickets effectively. This ease of onboarding is a significant advantage for teams looking to scale quickly.
- Users appreciate Freshservice's mobile optimization, allowing them to receive updates on service tickets while on the go. This feature is especially beneficial for those who need to stay informed about ticket statuses without being tied to a desk.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Free Trial
Freshdesk
Free Trial is available
Freshservice
Free Trial is available
Ratings
Meets Requirements
8.6
3,269
8.9
1,180
Ease of Use
8.9
3,291
9.2
1,184
Ease of Setup
8.6
2,347
8.8
968
Ease of Admin
8.7
2,198
9.0
958
Quality of Support
8.7
3,166
9.0
1,140
Has the product been a good partner in doing business?
8.8
2,121
9.1
933
Product Direction (% positive)
8.8
3,238
9.5
1,164
Features by Category
Ticket and Case Management
8.9
2245
|
Verified
Not enough data
8.8
2259
|
Verified
Not enough data
8.5
2185
|
Verified
Not enough data
8.5
2062
|
Verified
Not enough data
8.3
1807
|
Verified
Not enough data
8.5
2091
|
Verified
Not enough data
8.7
2021
|
Verified
Not enough data
8.3
1374
|
Verified
Not enough data
Generative AI
7.3
328
Not enough data
7.4
323
Not enough data
Agentic AI - Help Desk
7.1
57
Not enough data
6.8
56
Not enough data
7.2
56
Not enough data
Communication Channels
8.6
1924
|
Verified
Not enough data
8.9
2088
|
Verified
Not enough data
8.4
1313
|
Verified
Not enough data
8.0
1188
|
Verified
Not enough data
7.9
933
|
Verified
Not enough data
Platform
8.1
1157
|
Verified
Not enough data
8.1
1659
|
Verified
Not enough data
8.6
1548
|
Verified
Not enough data
8.3
1151
|
Verified
Not enough data
8.0
1876
|
Verified
Not enough data
8.3
1963
|
Verified
Not enough data
Administration
Not enough data
8.6
324
|
Verified
Not enough data
8.4
351
|
Verified
Not enough data
8.4
373
|
Verified
Service Desk
Not enough data
9.5
408
|
Verified
Not enough data
9.1
377
|
Verified
Not enough data
8.8
372
|
Verified
Management
Not enough data
8.5
312
|
Verified
Not enough data
8.9
318
|
Verified
Not enough data
8.8
283
|
Verified
Not enough data
8.5
290
|
Verified
Not enough data
8.1
228
|
Verified
Functionality
Not enough data
9.5
340
|
Verified
Not enough data
8.7
269
|
Verified
Not enough data
8.7
267
|
Verified
Not enough data
8.8
308
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
7.9
8
Not enough data
6.9
8
Not enough data
8.5
11
Not enough data
7.4
7
Not enough data
7.1
7
Not enough data
8.1
9
Not enough data
8.0
9
Channels
8.4
357
Not enough data
8.0
333
Not enough data
7.5
322
Not enough data
Design
8.2
330
Not enough data
7.8
334
Not enough data
8.3
355
Not enough data
8.3
343
Not enough data
8.4
331
Not enough data
Generative AI
7.7
262
Not enough data
7.7
262
Not enough data
Usability
8.7
263
Not enough data
8.7
259
Not enough data
8.8
251
Not enough data
Reporting
8.6
245
Not enough data
8.5
241
Not enough data
8.6
253
Not enough data
Generative AI
7.5
178
Not enough data
7.5
178
Not enough data
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
26
Management Tools
Not enough data
9.0
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Generative AI
Not enough data
7.8
137
Not enough data
7.8
136
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
Asset Inventory
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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - IT Asset 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
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
Conversational Platform
8.3
432
Not enough data
8.3
378
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
408
Not enough data
8.3
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
207
Not enough data
7.4
203
Not enough data
Generative AI
7.8
116
Not enough data
7.9
114
Not enough data
7.6
113
Not enough data
Communication
8.8
583
|
Verified
Not enough data
8.7
601
|
Verified
Not enough data
8.7
494
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1659
|
Verified
Not enough data
8.6
203
Not enough data
8.2
186
Not enough data
8.8
558
|
Verified
Not enough data
8.8
519
|
Verified
Not enough data
8.6
547
|
Verified
Not enough data
Generative AI
7.9
139
7.2
76
Self-Service Experience
8.7
959
8.4
138
8.6
911
8.7
133
8.3
682
7.1
113
8.2
238
7.6
115
8.4
255
8.2
134
Self-Service Platform
8.5
253
8.5
135
8.6
260
8.7
139
8.0
220
7.1
107
8.4
237
8.1
129
Agentic AI - Customer Self-Service
7.7
16
6.0
5
7.7
15
5.3
5
7.9
16
5.3
5
7.7
17
5.3
5
7.6
17
5.3
5
7.6
16
5.0
5
7.8
16
5.3
5
Generative AI
8.2(won by default)
79
Not enough data
8.0(won by default)
79
Not enough data
Process
8.6(won by default)
162
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
371
Not enough data
Channels
9.2(won by default)
479
Not enough data
8.7(won by default)
415
Not enough data
8.8(won by default)
376
Not enough data
8.5(won by default)
340
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
382
Not enough data
8.7(won by default)
169
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
445
Not enough data
Generative AI
7.8
87
Not enough data
7.7
85
Not enough data
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
Not enough data
9.1
735
Not enough data
8.9
737
Not enough data
9.0
793
Not enough data
8.6
727
Not enough data
8.6
692
Reporting
Not enough data
8.6
773
Not enough data
8.2
637
Not enough data
8.2
614
Access & Usability
Not enough data
8.4
700
Not enough data
8.9
725
Not enough data
8.5
550
Not enough data
8.6
561
Agentic AI - Service Desk
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
6.7
8
Analysis
Not enough data
7.5
173
Platform
Not enough data
8.3
232
Not enough data
8.2
212
Not enough data
8.7
255
Not enough data
8.4
283
Not enough data
8.7
315
Security
Not enough data
7.8
178
Not enough data
7.0
107
Not enough data
7.5
166
Not enough data
8.9
283
Not enough data
8.8
286
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
Customer Query Resolution - AI Customer Support Agents
8.9
9
Not enough data
8.5
9
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
8.0
9
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Not enough data
Automation
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
Autonomy
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
Not enough data
Agentic AI - AI Agents
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
Freshdesk and Freshservice are categorized as Help Desk and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents, Digital Customer Service Platforms, Conversational Support, Shared Inbox, Complaint Management, Customer Communications Management, Social Customer Service, and Live Chat
Freshservice is categorized as IT Service Management (ITSM) Tools, IT Asset Management, IT Alerting, Incident Management, Enterprise IT Management, Configuration Management, and Service Desk
Reviews
Reviewers' Company Size
Freshdesk
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
17.1%
Computer Software
12.7%
Financial Services
4.1%
Internet
4.0%
Education Management
3.8%
Other
58.3%
Information Technology and Services
19.5%
Computer Software
5.5%
Construction
4.5%
Financial Services
3.5%
Education Management
3.5%
Other
63.4%
Alternatives
Discussions
What is the use of freshdesk?
3 Comments
CK
Freshdesk is a Helpdesk web based Software as a Service product. It has many features which include helpdesk, chat, service desk, etc.Read more
How has your experience been with Freshservice support?
12 Comments
PB
So far, great. I've only worked with them twice, but both times the answer came back within 24 hours.Read more
What is Freshservice used for?
3 Comments
AN
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...Read more
Whats the best way to populate our inventory?
3 Comments
DO
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...Read more
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
Your software and services insights are valuable.
Your peers come to G2 to get an inside look at and other business solutions. Adding perspective on will help others pick the right solution based on real user experience.
