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Compare Freshservice and Helpdesk 365 
Featured Products
At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Mid-Market (77.0% of reviews)
Entry-Level Pricing
$19.00
Starting at $11.99
Freshservice
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 plansHelpdesk 365
Star Rating
(188)4.7 out of 5
Market Segments
Mid-Market (77.0% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $11.99
Free Trial is available
Browse all 4 pricing plansFreshservice vs Helpdesk 365
When assessing the two solutions, reviewers found Helpdesk 365 easier to use, set up, and do business with overall. However, reviewers preferred the ease of administration with Freshservice.
- Reviewers felt that Helpdesk 365 meets the needs of their business better than Freshservice.
- When comparing quality of ongoing product support, reviewers felt that Helpdesk 365 is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of Helpdesk 365 over Freshservice.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Helpdesk 365
Standard
Starting at $11.99
per user / month, billed yearly
- 25 ticket requesters
- 2 Support tickets per year
- Free updates via Microsoft store
Free Trial
Freshservice
Free Trial is available
Helpdesk 365
Free Trial is available
Ratings
Meets Requirements
8.9
1,168
9.2
60
Ease of Use
9.2
1,170
9.4
183
Ease of Setup
8.8
953
9.3
117
Ease of Admin
9.0
957
8.9
28
Quality of Support
9.0
1,128
9.7
59
Has the product been a good partner in doing business?
9.1
932
9.3
27
Product Direction (% positive)
9.5
1,155
9.8
59
Features by Category
Ticket and Case Management
Not enough data
9.1
9
Not enough data
8.7
9
Not enough data
9.2
8
Not enough data
9.0
8
Not enough data
9.4
8
Not enough data
8.7
9
Not enough data
9.2
8
Not enough data
8.3
7
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
9.0
8
Not enough data
8.9
9
Not enough data
7.2
9
Not enough data
7.1
8
Not enough data
6.9
7
Platform
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
9.6
9
Not enough data
8.3
9
Not enough data
8.7
9
Not enough data
8.3
9
Administration
8.6
320
|
Verified
9.2
6
8.4
345
|
Verified
7.8
6
8.4
373
|
Verified
8.9
6
Service Desk
9.4
402
|
Verified
9.4
6
9.1
377
|
Verified
9.4
6
8.8
369
|
Verified
8.6
6
Management
8.5
312
|
Verified
8.1
6
8.9
319
|
Verified
8.3
6
8.8
283
|
Verified
8.1
6
8.5
286
|
Verified
7.5
6
8.2
230
|
Verified
7.2
6
Functionality
9.4
333
|
Verified
8.9
6
8.7
271
|
Verified
8.1
6
8.7
268
|
Verified
7.2
6
8.8
303
|
Verified
7.8
6
Agentic AI - IT Service Management (ITSM) Tools
8.0
9
Not enough data
7.8
9
Not enough data
8.0
9
Not enough data
7.6
9
Not enough data
7.4
9
Not enough data
8.1
9
Not enough data
8.3
9
Not enough data
Monitoring
8.3
267
|
Verified
Not enough data
8.6
303
|
Verified
Not enough data
8.8
320
|
Verified
Not enough data
6.1
25
Not enough data
Management Tools
9.1
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Not enough data
Generative AI
7.8
136
Not enough data
7.8
135
Not enough data
Agentic AI - Incident Management
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
Not enough data
Generative AI
7.2
75
Not enough data
Self-Service Experience
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
Not enough data
Self-Service Platform
8.5
134
Not enough data
8.7
138
Not enough data
7.1
107
Not enough data
8.1
129
Not enough data
Agentic AI - Customer Self-Service
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
Not enough data
Generative AI
7.7
70
Not enough data
Agentic AI - IT Alerting
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
Not enough data
Incident Management
9.1
736
8.9
32
8.9
739
9.3
32
9.0
792
9.2
32
8.6
728
8.8
30
8.6
693
9.0
30
Reporting
8.6
774
8.9
31
8.2
637
8.6
30
8.2
616
8.3
30
Access & Usability
8.4
702
8.2
30
8.9
725
9.0
33
8.5
550
9.1
30
8.7
562
8.7
29
Agentic AI - Service Desk
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
Not enough data
Analysis
7.6
175
Not enough data
Platform
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
Not enough data
Security
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
Not enough data
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
Freshservice and Helpdesk 365 are categorized as IT Service Management (ITSM) Tools, Service Desk, and Customer Self-Service
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Helpdesk 365
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
19.7%
Computer Software
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.4%
Other
63.4%
Insurance
12.9%
Computer & Network Security
9.1%
Information Technology and Services
7.5%
Computer Software
5.4%
Manufacturing
3.8%
Other
61.3%
Alternatives
Discussions
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
What is HR365 - Helpdesk used for?
1 Comment
Official Response from Helpdesk 365
HR365 - Helpdesk is a comprehensive ticketing solution designed for employee support, IT service management, and customer service—both within and outside...Read more
Helpdesk 365 has no more discussions with answers
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