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Compare Freshservice and ITSM 365 
Featured Products
At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Mid-Market (50.0% of reviews)
Entry-Level Pricing
$19.00
24,9$ user/month
Freshservice
Star Rating
(1,307)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansITSM 365
Star Rating
(12)4.2 out of 5
Market Segments
Mid-Market (50.0% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
24,9$ user/month
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshservice excels in overall user satisfaction, boasting a significantly higher score compared to ITSM 365. Users appreciate its intuitive interface and the ability to streamline customer support processes, making it a preferred choice for many organizations.
- Users say Freshservice offers a wide range of features that allow for the consolidation of multiple applications into a single platform. This versatility is highlighted by feedback mentioning its effectiveness in supporting various departments beyond just IT, which enhances its value for organizations looking to optimize their operations.
- Reviewers mention that Freshservice has a strong implementation process, with many users praising its quick onboarding and ease of setup. This is a notable advantage over ITSM 365, which lacks recent feedback on its setup experience, suggesting potential challenges for new users.
- According to verified reviews, Freshservice stands out in terms of support quality, receiving high marks for its responsiveness and helpfulness. Users have noted that the support team is proactive and effective, which is crucial for maintaining smooth operations, especially in IT service management.
- G2 reviewers highlight that while ITSM 365 is user-friendly and integrates well with applications like Jira and Power BI, it struggles to match the comprehensive feature set of Freshservice. Users appreciate the automation capabilities of ITSM 365 but feel it may not cover all their needs as effectively as Freshservice does.
- Users report that Freshservice consistently meets their requirements with a high satisfaction score, while ITSM 365 has received mixed feedback regarding its ability to fully address user needs. This discrepancy suggests that organizations may find Freshservice to be a more reliable partner in their IT service management efforts.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
ITSM 365
Lite
24,9$
user/month
Monthly cost, min 5 agents pack, billed monthly
- All features
- Free Upgrades
- Emails & Phone Support
Free Trial
Freshservice
Free Trial is available
ITSM 365
Free Trial is available
Ratings
Meets Requirements
8.9
1,168
7.7
8
Ease of Use
9.2
1,170
9.0
8
Ease of Setup
8.8
953
Not enough data
Ease of Admin
9.0
957
Not enough data
Quality of Support
9.0
1,128
8.3
7
Has the product been a good partner in doing business?
9.1
932
Not enough data
Product Direction (% positive)
9.5
1,155
6.1
9
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
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
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 ITSM 365 are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
Freshservice is categorized as IT Alerting, Incident Management, Enterprise IT Management, and Customer Self-Service
ITSM 365 has no unique categories
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ITSM 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%
Information Technology and Services
41.7%
Hospital & Health Care
16.7%
Public Relations and Communications
8.3%
Market Research
8.3%
Insurance
8.3%
Other
16.7%
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
ITSM 365 has no discussions with answers
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