Link copied to clipboard # Freshservice vs Hornbill Service Manager Comparison - What are their main differences? Share [ Export ](/compare/freshservice/hornbill-hornbill-service-manager/export.csv) FreshserviceHornbill Service Manager[+ Add Product](#) Pricing **Freshservice** Free Trial **$19.00** Per User Per Month · Starter **$49.00** Per User Per Month · Growth **$99.00** Per User Per Month · Pro **Custom Quote Available** · Enterprise Show more **Hornbill Service Manager** **Contact Vendor for Pricing** Per User Per Month · Basic **Pricing Insights** from reviews Perceived Cost **Freshservice** $$$$$ **Hornbill Service Manager** $$$$$ Average Discount **Freshservice** 11% **Hornbill Service Manager** Not enough reviews yet Uncover valuable pricing insights from real user feedback to improve your shopping experience. See it for free Time to Implement **Freshservice** 6 months Based on 100 responses **Hornbill Service Manager** 6 months Based on 100 responses Return on Investment **Freshservice** 6 months Based on 100 responses **Hornbill Service Manager** 6 months Based on 100 responses ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") ![Hornbill Service Manager](https://images.g2crowd.com/uploads/product/hd_favicon/e5f6b9b47dd512528203d436e73855d7/hornbill-hornbill-service-manager.svg "Hornbill Service Manager") G2 offers free advice on this comparison. Chat with an expert How would you like to receive Software Advice? ![](/assets/advisor_router/laptop_form-f1a7012279826105416befde8d882ffc7589b1f9db09c93a1379d601cafe8e0d.svg) FormAnswer questions at your own pace, no call required. ![](/assets/advisor_router/ai_agent-4d78629a3ba354fed449a65c60df3a6f2eda90fb98411b711df4b25d7be52a38.svg) AI AgentChat live and get a recommendation in minutes. ![](/assets/advisor_router/phone_call_picker-c48821ec36f4182d8ee3e54cfbd3937500eec54d7b7e0cfb80dc80a8a733842f.svg) Phone CallTalk it through live with a software advisor. **Pros & Cons** from reviews **Freshservice** Ease of Use (158) Features (89) Missing Features (54) Limited Features (42) **Hornbill Service Manager** Not enough data Integrations **Freshservice** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_d186f1cfbf1f82bc872c76769abffa7e/e714dee4-7023-45dc-b0fe-737784315b5f.png "Product Avatar Image") Adobe Acrobat Sign API ](https://www.g2.com/products/adobe-acrobat-sign-api/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_de7b0518c01aad23330b32c4acb323dd/adp-workforce-now.jpg "Product Avatar Image") Workforce Now ](https://www.g2.com/products/adp-workforce-now/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b3390b4cc3d92e87d570895f7358c003/amazon-redshift.jpg "Product Avatar Image") Amazon Redshift ](https://www.g2.com/products/amazon-redshift/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b3390b4cc3d92e87d570895f7358c003/aws-lambda.jpg "Product Avatar Image") AWS Lambda ](https://www.g2.com/products/aws-lambda/reviews)[ View all ](https://www.g2.com/products/freshservice/integrations) **Hornbill Service Manager** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_3f65e03dad098005646f58fdebc87312/aha.png "Product Avatar Image") Aha! ](https://www.g2.com/products/aha/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_a50f19b266676866f77789e43f5d3a4d/bamboohr.png "Product Avatar Image") BambooHR ](https://www.g2.com/products/bamboohr/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_a4b2e76104efa19c85f3eaaca2791f87/basecamp.png "Product Avatar Image") Basecamp ](https://www.g2.com/products/basecamp/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_2c5a5e2af6feeb1a04990f760101d58a/beyondtrust-remote-support.png "Product Avatar Image") BeyondTrust Remote Support ](https://www.g2.com/products/beyondtrust-remote-support/reviews)[ View all ](https://www.g2.com/products/hornbill-hornbill-service-manager/integrations) Screenshots **Freshservice** ![Freshservice screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1835155/Gemini-Generated-Image-tkvdd0tkvdd0tkvd.png) **Hornbill Service Manager** ![Hornbill Service Manager screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/139202/self-service.png) **Ratings** from reviews Meets Requirements **Freshservice** **8.9** /10 Based on 1,227 responses **Hornbill Service Manager** **8.5** /10 Based on 89 responses Ease of Use **Freshservice** **9.2** /10 Based on 1,233 responses **Hornbill Service Manager** **8.9** /10 Based on 93 responses Ease of Setup **Freshservice** **8.8** /10 Based on 1,019 responses **Hornbill Service Manager** **8.1** /10 Based on 55 responses Ease of Admin **Freshservice** **9.0** /10 Based on 989 responses **Hornbill Service Manager** **8.2** /10 Based on 61 responses Quality of Support **Freshservice** **9.0** /10 Based on 1,185 responses **Hornbill Service Manager** **9.1** /10 Based on 86 responses Has the product been a good partner in doing business? **Freshservice** **9.0** /10 Based on 964 responses **Hornbill Service Manager** **9.3** /10 Based on 61 responses Product Direction (% positive) **Freshservice** **9.4** /10 Based on 1,205 responses **Hornbill Service Manager** **9.0** /10 Based on 84 responses **Features** ratings from reviews IT Service Management (ITSM) Tools **8.6** /10 Based on 489 responses **8.3** /10 Based on 59 responses Customer Self-Service **8.0** /10 Based on 154 responses **7.6** /10 Based on 56 responses Service Desk **7.8** /10 Based on 849 responses **8.3** /10 Based on 67 responses Uncover more feature rated insights from real users to improve your shopping experience. See it for free Help Desk **9.0** /10 Based on 28 responses Not enough data Incident Management **8.2** /10 Based on 370 responses Not enough data IT Alerting **7.7** /10 Based on 70 responses Not enough data Enterprise IT Management **8.2** /10 Based on 364 responses Not enough data User Insights **Reviewers' Company Size** Small-Business(50 or fewer emp.) 17.5% Mid-Market(51-1000 emp.) 60.7% Enterprise(\> 1000 emp.) 21.8% Small-Business(50 or fewer emp.) 17.5% Mid-Market(51-1000 emp.) 60.7% Enterprise(\> 1000 emp.) 21.8% Small-Business(50 or fewer emp.) 3.7% Mid-Market(51-1000 emp.) 38.2% Enterprise(\> 1000 emp.) 58.1% Small-Business(50 or fewer emp.) 3.7% Mid-Market(51-1000 emp.) 38.2% Enterprise(\> 1000 emp.) 58.1% **Reviewers' Industry** [![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")](https://www.g2.com/products/freshservice/reviews) Freshservice Information Technology and Services 20.0% Computer Software 5.3% Construction 4.3% Hospital & Health Care 3.6% Education Management 3.4% Other 63.4% [![Hornbill Service Manager](https://images.g2crowd.com/uploads/product/hd_favicon/e5f6b9b47dd512528203d436e73855d7/hornbill-hornbill-service-manager.svg "Hornbill Service Manager")](https://www.g2.com/products/hornbill-hornbill-service-manager/reviews) Hornbill Service Manager Information Technology and Services 16.2% Government Administration 14.0% Hospital & Health Care 13.2% Financial Services 13.2% Pharmaceuticals 6.6% Other 36.8% Alternatives **Freshservice Alternatives** ![NinjaOne](https://images.g2crowd.com/uploads/product/hd_favicon/e10c660fadbf952719b697ec98bbed05/ninjaone.svg "NinjaOne") [ NinjaOne ](/products/ninjaone/reviews) ![Atera IT Management](https://images.g2crowd.com/uploads/product/hd_favicon/b0d43ac9ef8eabd2a36c4a9b8ed74ccb/atera-it-management.svg "Atera IT Management") [ Atera ](/products/atera-it-management/reviews) ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management") [ Jira Service Management ](/products/jira-service-management/reviews) ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management") [ ServiceNow IT Service... ](/products/servicenow-it-service-management/reviews) **Hornbill Service Manager Alternatives** ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management") [ ServiceNow IT Service... ](/products/servicenow-it-service-management/reviews) ![SysAid](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_b5f175d1ae623786a07d11d99b2b8c31/sysaid.png "SysAid") [ SysAid ](/products/sysaid/reviews) ![Ivanti ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/acee115d49f59f727a26dd6169ca64be/ivanti-ivanti-itsm.svg "Ivanti ITSM") [ Ivanti ITSM ](/products/ivanti-ivanti-itsm/reviews) ![SolarWinds Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-service-desk.svg "SolarWinds Service Desk") [ SolarWinds Service Desk ](/products/solarwinds-service-desk/reviews) ## Freshservice vs Hornbill Service Manager FAQs Generated using AI Last updated: August 15, 2026 ### What is the difference between Hornbill Service Manager vs Freshservice? Freshservice stands out for its higher Ease of Use and broader reviewer-cited strengths, while Hornbill Service Manager is noted for its customizable workflows and strong customer service. | | [Hornbill Service Manager](https://www.g2.com/products/hornbill-hornbill-service-manager/reviews) | [Freshservice](https://www.g2.com/products/freshservice/reviews) | | --- | --- | --- | | G2 Rating (reviews) | 4.5/5 (137 reviews) | 4.6/5 (1352 reviews) | | Largest Segment | Enterprise | Mid-Market | | Ease of Setup score | 8.1 | 8.8 | | Quality of Support score | 9.1 | 9.0 | | Top Reviewer-Cited Strength | Customizable workflows and strong customer service | Ease of Use (158 all-time mentions), Automation (75), Integrations (54) | ### How do the pricing models of Hornbill Service Manager and Freshservice compare? Freshservice is rated higher for value, with reviewers expressing greater satisfaction with its pricing and feature set. - **Hornbill Service Manager:** Reviewers note that some desired features require additional monthly costs and mention the product as "pricy" for certain advanced functionalities. - **Freshservice:** In recent reviews, many highlight that the platform offers competitive pricing and strong value, though some mention that advanced features and AI capabilities may require higher-tier plans or add-ons. ### What are the best alternatives to Hornbill Service Manager and Freshservice? The top three alternatives to Hornbill Service Manager and Freshservice are Jira Service Management, ServiceNow IT Service Management, and Vivantio. | Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength | | --- | --- | --- | --- | --- | | [Hornbill Service Manager](https://www.g2.com/products/hornbill-hornbill-service-manager/reviews) | 4.5/5 (137 reviews) | Enterprise | Some reviewers cite extra costs for advanced features | Customizable workflows and strong customer service | | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5 (1352 reviews) | Mid-Market | Competitive pricing, but advanced features may require higher-tier plans | Ease of Use (158 all-time mentions), Automation (75), Integrations (54) | | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5 (991 reviews) | Mid-Market | — | — | | [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5 (1953 reviews) | Enterprise | — | — | | [Vivantio](https://www.g2.com/products/vivantio/reviews) | 4.3/5 (295 reviews) | Mid-Market | — | — | ### Which IT Service Management (ITSM) Tools features should I prioritize when comparing Hornbill Service Manager and Freshservice? Buyers comparing Hornbill Service Manager and Freshservice should prioritize Automation, Integrations, Customization, Ease of Use, and Asset Management. - **Automation:** Freshservice has 75 all-time mentions for automation, with reviewers highlighting workflow automation and AI-driven features; Hornbill Service Manager is frequently praised for customizable workflows and automation in recent reviews. - **Integrations:** Freshservice is cited in 54 all-time reviews for integrations, including Slack, Jira, and Freshdesk; Hornbill Service Manager reviewers mention integration challenges and limited compatibility with some tools. - **Customization:** Freshservice receives 42 all-time mentions for customization and 39 for customizability; Hornbill Service Manager is noted for highly customizable workflows and flexibility in recent reviews. - **Ease of Use:** Freshservice leads with 158 all-time mentions for ease of use and a 9.2 Ease of Use score; Hornbill Service Manager scores 8.9 and is described as user-friendly in recent reviews. - **Asset Management:** Freshservice has 47 all-time mentions for asset management; Hornbill Service Manager is cited for asset tracking and management in recent reviews. ### What are the pros and cons of Hornbill Service Manager vs Freshservice? Hornbill Service Manager's headline strength is customizable workflows and customer service, while Freshservice is most recognized for ease of use and automation. - **Hornbill Service Manager strengths:** Customizable workflows, flexible configuration, strong customer service, and intuitive user interface. - **Hornbill Service Manager trade-offs:** Integration challenges with some tools, setup complexity, extra costs for advanced features, and documentation gaps. - **Freshservice strengths:** Ease of Use (158 all-time mentions), Automation (75), Integrations (54), Customization (42), Asset Management (47), and a modern, intuitive UI. - **Freshservice trade-offs:** Learning curve (36 all-time mentions), limited customization (33), higher costs for advanced features, and some module inconsistencies. ### Is Hornbill Service Manager or Freshservice better for small businesses? Freshservice is the better fit for small businesses, with a larger share of mid-market and small-business reviewers and strong ease-of-use sentiment. - **Hornbill Service Manager:** Largest segment is Enterprise; reviewers note flexibility and customization but mention setup complexity and integration limitations. - **Freshservice:** Largest segment is Mid-Market; reviewers consistently highlight ease of use, quick onboarding, and suitability for organizations with limited IT resources. ### Which IT Service Management (ITSM) Tools platform has better integrations? Freshservice is favored by reviewers for integrations, with more frequent and broader integration mentions. - **Hornbill Service Manager:** Reviewers mention integration with Azure AD, InTune, MS Teams, and some challenges with GSuite and other tools. - **Freshservice:** 54 all-time reviews mention integrations, including Slack (24), Jira (17), and Freshdesk (36), with reviewers highlighting ease of connecting to third-party platforms. ### How do Hornbill Service Manager and Freshservice compare on customer support? Hornbill Service Manager and Freshservice are rated at parity for Quality of Support, with scores of 9.1 and 9.0 respectively. - **Hornbill Service Manager:** Reviewers consistently praise responsive and helpful customer service, with many citing above-and-beyond support and active user forums. - **Freshservice:** Reviewers highlight responsive and consistent support, 24/7 availability, and helpful onboarding, though a few mention billing and account management issues. ### Which is easier to implement, Hornbill Service Manager or Freshservice? Freshservice is rated higher for Ease of Setup, with a score of 8.8 versus Hornbill Service Manager's 8.1, and also leads on Ease of Admin. - **Hornbill Service Manager:** Reviewers describe setup as requiring more assistance than expected, with some noting a learning curve and documentation gaps. - **Freshservice:** Reviewers frequently cite quick onboarding, intuitive setup, and easy configuration, with many able to go live within days or weeks. ### Which product has better Automation? Freshservice is the stronger platform for Automation, with more reviewer-cited automation features and higher all-time mention counts. - **Hornbill Service Manager:** Reviewers highlight customizable workflows and automation capabilities, especially for repetitive tasks and process consistency. - **Freshservice:** 75 all-time reviews mention automation, with reviewers praising workflow automation, AI-driven features, and time-saving automation tools.