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Compare Freshservice and incident.io 
Featured Products
At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Mid-Market (69.0% of reviews)
Entry-Level Pricing
$19.00
Free 5 Users
Freshservice
Star Rating
(1,308)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 plansincident.io
Star Rating
(179)4.8 out of 5
Market Segments
Mid-Market (69.0% of reviews)
Pros & Cons
Entry-Level Pricing
Free 5 Users
Free Trial is available
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshservice excels in providing a comprehensive suite of features that streamline customer support and IT management. Users appreciate its intuitive interface and the ability to consolidate multiple applications into one platform, making it a versatile choice for organizations looking to enhance their support processes.
- Users say that incident.io stands out for its seamless integration with Slack, allowing teams to manage incidents directly within a familiar environment. This ChatOps functionality is praised for making incident response faster and more collaborative, which is particularly beneficial for teams already using Slack for communication.
- According to verified reviews, Freshservice has a higher overall satisfaction score, reflecting its strong performance in areas like ease of use and setup. Reviewers highlight the platform's quick onboarding process and user-friendly design, which helps teams get up and running without significant hurdles.
- Reviewers mention that while incident.io is easy to install and configure, it may not offer the same breadth of features as Freshservice. Users have noted that incident.io is particularly effective for managing minor incidents but may lack some advanced functionalities that larger organizations might require.
- G2 reviewers highlight the quality of support provided by incident.io, which scores notably high in user feedback. Users appreciate the responsive customer service and the helpful interactions they've had, indicating that the company is committed to assisting its clients effectively.
- Users report that Freshservice's versatility in supporting multiple departments beyond IT is a significant advantage. This capability allows organizations to leverage the platform for various functions, enhancing overall productivity and collaboration across teams, which is a key factor for businesses looking to scale.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
incident.io
Basic
Free
5 Users
For individuals and early stage teams
- On-call and alerting
- Slack native incident reponse
- Beautiful status page
Free Trial
Freshservice
Free Trial is available
incident.io
Free Trial is available
Ratings
Meets Requirements
8.9
1,168
9.2
138
Ease of Use
9.2
1,170
9.5
142
Ease of Setup
8.8
953
9.2
90
Ease of Admin
9.0
957
9.3
74
Quality of Support
9.0
1,128
9.8
129
Has the product been a good partner in doing business?
9.1
932
9.7
73
Product Direction (% positive)
9.5
1,155
10.0
131
Features by Category
Administration
8.6
320
|
Verified
Not enough data
8.4
345
|
Verified
Not enough data
8.4
373
|
Verified
Not enough data
Service Desk
9.4
402
|
Verified
Not enough data
9.1
377
|
Verified
Not enough data
8.8
369
|
Verified
Not enough data
Management
8.5
312
|
Verified
Not enough data
8.9
319
|
Verified
Not enough data
8.8
283
|
Verified
Not enough data
8.5
286
|
Verified
Not enough data
8.2
230
|
Verified
Not enough data
Functionality
9.4
333
|
Verified
Not enough data
8.7
271
|
Verified
Not enough data
8.7
268
|
Verified
Not enough data
8.8
303
|
Verified
Not enough data
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
8.8
91
8.6
303
|
Verified
9.4
97
8.8
320
|
Verified
9.2
94
6.1
25
Not enough data
Management Tools
9.1
341
|
Verified
8.9
97
8.9
331
9.4
98
8.5
295
|
Verified
9.3
100
Generative AI
7.8
136
8.2
55
7.8
135
8.4
55
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
Not enough data
8.9
739
Not enough data
9.0
792
Not enough data
8.6
728
Not enough data
8.6
693
Not enough data
Reporting
8.6
774
Not enough data
8.2
637
Not enough data
8.2
616
Not enough data
Access & Usability
8.4
702
Not enough data
8.9
725
Not enough data
8.5
550
Not enough data
8.7
562
Not enough data
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 incident.io are categorized as IT Alerting and Incident Management
Unique Categories
Freshservice is categorized as IT Service Management (ITSM) Tools, Enterprise IT Management, Service Desk, and Customer Self-Service
incident.io has no unique categories
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
incident.io
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%
Financial Services
24.7%
Computer Software
24.7%
Information Technology and Services
18.4%
Marketing and Advertising
8.0%
Retail
2.9%
Other
21.3%
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 incident.io used for?
1 Comment
JI
incident.io is an incident management tool that offers calmness whenever unplanned events occur with robust features and integration options with major 3rd...Read more
incident.io has no more discussions with answers
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