# Freshservice vs Kustomer Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshservice excels in providing a seamless user experience, particularly highlighting its intuitive interface and ease of use. Users appreciate how it consolidates various functions like service requests and asset tracking into one platform, which enhances visibility and reduces the need for multiple tools.
- **Users say** Kustomer offers a simplified approach to ticket management, making it easy to assign tickets to different teams. Reviewers have noted the effectiveness of its user interface, which allows for quick navigation and efficient handling of user accounts, contributing to a smoother workflow.
- **According to verified reviews** , Freshservice stands out for its robust inventory management feature, which allows users to assign both hardware and software to individuals. This capability has been particularly beneficial for troubleshooting, as it provides immediate access to user information, streamlining the support process.
- **Reviewers mention** that Kustomer's knowledge base is a significant asset, with users finding it helpful for navigating their personal resources. The platform's initial setup has also received praise, indicating that users can get started quickly and efficiently without extensive training.
- **G2 reviewers highlight** that Freshservice has a strong focus on customer support, with many users rating it highly for responsiveness and quality. This commitment to support is reflected in the positive feedback about how the platform acts as a reliable partner in business operations.
- **Users report** that while Kustomer has strong automation features, some find that it could improve in areas like proactive assistance and multi-step planning. This suggests that while Kustomer is effective for basic ticket management, it may face challenges in more complex operational needs compared to Freshservice.



| | Freshservice | Kustomer | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 1,335 | 555 | 
| **Largest Market Segment** | Mid-Market (61.9% of reviews) | Mid-Market (66.1% of reviews) | 
| **Entry Level Price** | $19.00 | Contact Us | 

---
## Top Pros & Cons

### Freshservice

Pros:
- Ease of Use (229 reviews)
- Features (116 reviews)

Cons:
- Missing Features (83 reviews)
- Limited Features (56 reviews)

### Kustomer

Pros:
- Ease of Use (56 reviews)
- Features (42 reviews)

Cons:
- Slow Performance (21 reviews)
- Slow Loading (17 reviews)

---
## Ratings Comparison
| Rating | Freshservice | Kustomer | 
|---|---|---|
  | **Meets Requirements** | 8.9 (1184 reviews) | 8.9 (409 reviews) | 
  | **Ease of Use** | 9.2 (1189 reviews) | 8.8 (424 reviews) | 
  | **Ease of Setup** | 8.8 (974 reviews) | 8.7 (234 reviews) | 
  | **Ease of Admin** | 9.0 (958 reviews) | 8.2 (154 reviews) | 
  | **Quality of Support** | 9.0 (1144 reviews) | 9.0 (390 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (933 reviews) | 8.8 (150 reviews) | 
  | **Product Direction (% positive)** | 9.5 (1167 reviews) | 8.8 (395 reviews) | 

---
## Pricing

### Freshservice

#### Entry-Level Pricing

Plan: STARTER

Price: $19.00

Description: For getting started

Key Features:
- Incident Management
- Knowledge Base
- Self Service Portal

[Browse all 3 editions](https://www.g2.com/products/freshservice/pricing)

#### Free Trial

Yes

### Kustomer

#### Entry-Level Pricing

Plan: Kustomer Pricing 

Price: Contact Us

Key Features:
- Kustomer AI 

[Learn more about Kustomer](https://www.g2.com/products/kustomer/reviews)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Kustomer** | 8.7/10 | 295 |

#### Ticket and Case Management

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 9.2 (185 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 9.1 (193 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.9 (197 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.9 (188 reviews) ✓ Verified | 
| **SLA Management** | Not enough data | 8.9 (165 reviews) ✓ Verified | 
| **Attachments/Screencasts** | Not enough data | 8.9 (182 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 9.2 (183 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 9.2 (186 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (53 reviews) | 
| **AI Text Summarization** | Not enough data | 8.4 (51 reviews) | 

#### Agentic AI - Help Desk

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.8 (43 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.9 (43 reviews) | 
| **Proactive Assistance** | Not enough data | 8.1 (43 reviews) | 

#### Communication Channels

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.9 (166 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 9.3 (196 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 9.1 (168 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | 8.5 (166 reviews) ✓ Verified | 
| **Voice** | Not enough data | 8.7 (155 reviews) | 

#### Platform

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Mobile User Support** | Not enough data | 8.0 (83 reviews) | 
| **Customization ** | Not enough data | 8.8 (173 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 9.2 (124 reviews) ✓ Verified | 
| **Integration** | Not enough data | 9.0 (129 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.4 (164 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.5 (159 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.4/10 | 447 |
| **Kustomer** | N/A | N/A |

#### Administration

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Change Management** | 8.6 (324 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.4 (351 reviews) ✓ Verified | Not enough data | 
| **Reports & Analytics** | 8.3 (375 reviews) ✓ Verified | Not enough data | 

#### Service Desk

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Help Desk** | 9.5 (410 reviews) ✓ Verified | Not enough data | 
| **Incident Reports** | 9.1 (377 reviews) ✓ Verified | Not enough data | 
| **Process Workflow** | 8.8 (373 reviews) ✓ Verified | Not enough data | 

#### Management

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Reporting** | 8.5 (313 reviews) ✓ Verified | Not enough data | 
| **Administration Console** | 8.9 (320 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.8 (283 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.5 (290 reviews) ✓ Verified | Not enough data | 
| **Policy Dictation** | 8.1 (228 reviews) ✓ Verified | Not enough data | 

#### Functionality

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Ticketing System** | 9.5 (343 reviews) ✓ Verified | Not enough data | 
| **Performance Logging** | 8.7 (269 reviews) ✓ Verified | Not enough data | 
| **Alerting** | 8.7 (267 reviews) ✓ Verified | Not enough data | 
| **Automation** | 8.8 (310 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | 7.9 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 6.9 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 8.5 (13 reviews) | Not enough data | 
| **Adaptive Learning** | 7.4 (7 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.1 (7 reviews) | Not enough data | 
| **Proactive Assistance** | 8.1 (9 reviews) | Not enough data | 
| **Decision Making** | 8.0 (9 reviews) | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.4/10 | 368 |
| **Kustomer** | N/A | N/A |

#### Monitoring

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Constant Monitoring** | 8.3 (267 reviews) ✓ Verified | Not enough data | 
| **Timely Alerts** | 8.6 (303 reviews) ✓ Verified | Not enough data | 
| **TIcket Accuracy** | 8.8 (320 reviews) ✓ Verified | Not enough data | 
| **AI Monitoring** | 6.1 (26 reviews) | Not enough data | 

#### Management Tools

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Ticket Assignment** | 9.0 (341 reviews) ✓ Verified | Not enough data | 
| **Standardization** | 8.9 (331 reviews) | Not enough data | 
| **Lifecycle Visualization** | 8.5 (295 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **AI Text Generation** | 7.8 (137 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (136 reviews) | Not enough data | 

#### Agentic AI - Incident Management

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | 5.6 (6 reviews) | Not enough data | 
| **Multi-step Planning** | 5.6 (6 reviews) | Not enough data | 
| **Cross-system Integration** | 5.8 (6 reviews) | Not enough data | 
| **Adaptive Learning** | 7.0 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.3 (5 reviews) | Not enough data | 
| **Proactive Assistance** | 7.0 (5 reviews) | Not enough data | 
| **Decision Making** | 7.0 (5 reviews) | Not enough data | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Kustomer** | N/A | N/A |

#### Asset Inventory

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Hardware Asset Inventory** | Not enough data | Not enough data | 
| **Software Asset Inventory** | Not enough data | Not enough data | 
| **Cloud Asset Inventory** | Not enough data | Not enough data | 
| **Mobile Asset Inventory** | Not enough data | Not enough data | 
| **Asset Discovery** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Generation** | Not enough data | Not enough data | 

#### Agentic AI - IT Asset Management

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

#### Management

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Central Dashboard** | Not enough data | Not enough data | 
| **Asset Policy Management** | Not enough data | Not enough data | 
| **Risk Management** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Kustomer** | N/A | N/A |

#### Responses

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Natural Language Understanding (NLU)** | Not enough data | Not enough data | 

#### Automation - AI Agents

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Platform

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Conversation Editor** | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | 
| **Human-In-The-Loop** | Not enough data | Not enough data | 

#### Autonomy -  AI Agents

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Kustomer** | 8.9/10 | 226 |

#### Conversational Platform

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Personalization** | Not enough data | 9.0 (187 reviews) | 
| **Omnichannel** | Not enough data | 9.1 (180 reviews) | 
| **Contextual Engagement** | Not enough data | 9.1 (166 reviews) | 
| **Proactive Engagement** | Not enough data | 8.9 (87 reviews) | 

#### Support Automation

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 9.0 (162 reviews) | 
| **Seamless Escalation** | Not enough data | 9.0 (177 reviews) | 
| **Transcripts** | Not enough data | 9.3 (157 reviews) | 
| **Self-Serve Support** | Not enough data | 8.6 (89 reviews) | 

#### Generative AI

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (54 reviews) | 
| **AI Text Summarization** | Not enough data | 8.4 (54 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Kustomer** | 8.4/10 | 254 |

#### Generative AI

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.3 (43 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (43 reviews) | 
| **AI Text-to-Speech** | Not enough data | 6.9 (42 reviews) | 

#### Communication

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.9 (156 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.9 (175 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 9.0 (145 reviews) ✓ Verified | 
| **In-App Messaging** | Not enough data | 8.8 (134 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | 8.1 (84 reviews) | 

####  Internal Use

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Customization ** | Not enough data | 8.8 (173 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 9.1 (153 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.2 (90 reviews) | 
| **Knowledge Base** | Not enough data | 8.8 (152 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 9.0 (157 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 9.0 (174 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 6.9/10 | 153 |
| **Kustomer** | 8.5/10 | 108 |

#### Generative AI

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **AI Text Summarization** | 7.2 (76 reviews) | 8.3 (33 reviews) | 

#### Self-Service Experience

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Knowledge Base** | 8.4 (140 reviews) | 8.8 (90 reviews) | 
| **Searchable Articles** | 8.7 (134 reviews) | 8.7 (86 reviews) | 
| **Community Forums** | 7.1 (113 reviews) | 8.6 (67 reviews) | 
| **Mobile Optimization** | 7.6 (115 reviews) | 8.3 (50 reviews) | 
| **Personalization** | 8.2 (134 reviews) | 8.6 (54 reviews) | 

#### Self-Service Platform

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Branding** | 8.5 (135 reviews) | 9.0 (58 reviews) | 
| **Automation** | 8.7 (140 reviews) | 8.9 (59 reviews) | 
| **Artificial Intelligence** | 7.1 (108 reviews) | 8.5 (53 reviews) | 
| **Integrations** | 8.1 (130 reviews) | 9.0 (57 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | 6.0 (5 reviews) | 7.8 (20 reviews) | 
| **Multi-step Planning** | 5.3 (5 reviews) | 8.3 (20 reviews) | 
| **Cross-system Integration** | 5.3 (5 reviews) | 8.4 (20 reviews) | 
| **Adaptive Learning** | 5.3 (5 reviews) | 8.3 (20 reviews) | 
| **Natural Language Interaction** | 5.3 (5 reviews) | 8.3 (20 reviews) | 
| **Proactive Assistance** | 5.0 (5 reviews) | 8.4 (20 reviews) | 
| **Decision Making** | 5.3 (5 reviews) | 8.3 (19 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Kustomer** | 9.0/10 | 53 |

#### Generative AI

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (24 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (24 reviews) | 

#### Process

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Mentions** | Not enough data | 8.8 (40 reviews) | 
| **Tickets** | Not enough data | 9.2 (45 reviews) | 
| **Macros** | Not enough data | 9.5 (47 reviews) | 

#### Channels

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Email** | Not enough data | 9.6 (46 reviews) | 
| **Social** | Not enough data | 9.1 (43 reviews) | 
| **Live Chat** | Not enough data | 9.3 (43 reviews) | 
| **Phone** | Not enough data | 9.1 (42 reviews) | 
| **Text** | Not enough data | 9.3 (42 reviews) | 

#### Insight

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Surveys** | Not enough data | 9.1 (43 reviews) | 
| **Reporting** | Not enough data | 8.7 (46 reviews) | 
| **Visitor Activity** | Not enough data | 8.4 (40 reviews) | 
| **Help Desk** | Not enough data | 8.7 (43 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Kustomer** | 8.3/10 | 38 |

#### Generative AI

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.1 (36 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (36 reviews) | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.1/10 | 70 |
| **Kustomer** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **AI Text Generation** | 7.7 (70 reviews) | Not enough data | 

#### Agentic AI - IT Alerting

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | 7.0 (5 reviews) | Not enough data | 
| **Cross-system Integration** | 7.0 (5 reviews) | Not enough data | 
| **Adaptive Learning** | 7.0 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | 7.0 (5 reviews) | Not enough data | 
| **Decision Making** | 7.0 (5 reviews) | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.0/10 | 844 |
| **Kustomer** | N/A | N/A |

#### Incident Management

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Automate Ticket Routing** | 9.1 (737 reviews) | Not enough data | 
| **Ticket Prioritization** | 8.9 (737 reviews) | Not enough data | 
| **Ticket Notifications** | 9.0 (796 reviews) | Not enough data | 
| **Knowledge Base** | 8.6 (729 reviews) | Not enough data | 
| **Knowledge Base/Ticket Integration** | 8.6 (695 reviews) | Not enough data | 

#### Reporting

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Dashboards** | 8.6 (775 reviews) | Not enough data | 
| **Time Tracking** | 8.2 (639 reviews) | Not enough data | 
| **Surveys** | 8.2 (615 reviews) | Not enough data | 

#### Access & Usability

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Mobile** | 8.4 (701 reviews) | Not enough data | 
| **Self Service** | 8.9 (728 reviews) | Not enough data | 
| **Active Directory** | 8.5 (550 reviews) | Not enough data | 
| **Multi-Channel Access** | 8.6 (562 reviews) | Not enough data | 

#### Agentic AI - Service Desk

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 6.7 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 7.1 (8 reviews) | Not enough data | 
| **Adaptive Learning** | 7.0 (9 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.1 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 6.7 (8 reviews) | Not enough data | 
| **Decision Making** | 6.7 (8 reviews) | Not enough data | 

### Enterprise IT Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.2/10 | 364 |
| **Kustomer** | N/A | N/A |

#### Analysis

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Threat Detection** | 7.5 (173 reviews) | Not enough data | 

#### Platform

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Unified Communications Platform** | 8.3 (232 reviews) | Not enough data | 
| **Remote Access** | 8.2 (212 reviews) | Not enough data | 
| **ITIL Policy Compliance** | 8.7 (255 reviews) | Not enough data | 
| **Asset Tracking** | 8.4 (283 reviews) | Not enough data | 
| **IT Knowledge Management** | 8.7 (315 reviews) | Not enough data | 

#### Security

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Endpoint Protection** | 7.8 (178 reviews) | Not enough data | 
| **Patch Management** | 7.0 (107 reviews) | Not enough data | 
| **Disaster Recovery** | 7.5 (166 reviews) | Not enough data | 
| **Service Management** | 8.9 (283 reviews) | Not enough data | 
| **Workflow Management** | 8.8 (286 reviews) | Not enough data | 

#### Agentic AI - Enterprise IT Management

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Kustomer** | 8.4/10 | 10 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.1 (8 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.1 (8 reviews) | 
| **Sentiment Analysis** | Not enough data | 7.7 (8 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.3 (8 reviews) | 
| **Multilingual Support** | Not enough data | 7.9 (7 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.1 (7 reviews) | 
| **Feedback Collection** | Not enough data | 8.1 (7 reviews) | 
| **Escalation Handling** | Not enough data | 8.3 (8 reviews) | 
| **Workflow Optimization** | Not enough data | 8.7 (9 reviews) | 

#### Automation

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.8 (8 reviews) | 
| **Feedback Collection** | Not enough data | 8.5 (8 reviews) | 
| **Document Processing** | Not enough data | 8.8 (7 reviews) | 

#### Autonomy

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 8.8 (7 reviews) | 
| **Adaptive Responses** | Not enough data | 9.2 (8 reviews) | 
| **Task Execution** | Not enough data | 8.6 (7 reviews) | 
| **Problem Solving** | Not enough data | 8.3 (8 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **Kustomer** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshservice | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (2):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Freshservice (7):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Incident Management Software](https://www.g2.com/categories/incident-management), [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Kustomer (6):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Live Chat Software](https://www.g2.com/categories/live-chat), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshservice | Kustomer | 
|---|---|---|
| **Small-Business** | 17.6% | 21.2% | 
| **Mid-Market** | 61.9% | 66.1% | 
| **Enterprise** | 20.5% | 12.7% | 

### By Industry

#### Freshservice

- **Information Technology and Services:** 19.8%
- **Computer Software:** 5.5%
- **Construction:** 4.5%
- **Financial Services:** 3.5%
- **Education Management:** 3.5%
- **Hospital & Health Care:** 3.5%
- **Retail:** 3.1%
- **Computer & Network Security:** 2.6%
- **Non-Profit Organization Management:** 2.4%
- **Marketing and Advertising:** 2.0%
- **Other:** 49.7%

#### Kustomer

- **Consumer Services:** 13.7%
- **Retail:** 11.2%
- **Health, Wellness and Fitness:** 5.8%
- **Apparel & Fashion:** 5.8%
- **Food & Beverages:** 5.4%
- **Consumer Goods:** 5.0%
- **Information Technology and Services:** 4.2%
- **Transportation/Trucking/Railroad:** 3.0%
- **Computer Software:** 2.8%
- **Financial Services:** 2.6%
- **Other:** 40.4%

---
## Alternatives

### Alternatives to Freshservice

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (986 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4312 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1869 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1173 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6948 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (954 reviews)

### Alternatives to Kustomer

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6948 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3859 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7342 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2469 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7652 reviews)

---
## Top Discussions

### Freshservice

- Title: [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) — 12 comments, 1 upvote
  > **Top comment:** "So far, great.  I've only worked with them twice, but both times the answer came back within 24 hours."
- Title: [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) — 3 comments, 1 upvote
  > **Top comment:** "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..."
- Title: [Whats the best way to populate our inventory?](https://www.g2.com/discussions/whats-the-best-way-to-populate-our-inventory) — 3 comments, 1 upvote
  > **Top comment:** "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..."
- Title: [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) — 2 comments, 1 upvote
  > **Top comment:** "No Sergio, we are purely a SAAS Application. But the Security concerns of On.Prem Apps are 100% resolved in Freshworks Ecosystem. As we are hosted on AWS..."
- Title: [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) — 2 comments, 1 upvote
  > **Top comment:** "Freshservice definitely has API hooks into the Google environment.  There are also several in-app ways to create automation but you may not be able to modify..."

### Kustomer

- Title: [How can I post a note with out it closing](https://www.g2.com/discussions/34616-how-can-i-post-a-note-with-out-it-closing) — 1 comment
  > **Top comment:** "You can add internal note by clicking on note and it will be visible only for the users of your company :) "
- Title: [Is there a way currently follow a customer in different ways such as a label so you can sort your follows by sales, shipping issues, parts replacement, follow up order. Not to be confused with the (labeling of a interaction) but current interactions that I need to go back to as a agent to check on my customer for a specific reason.](https://www.g2.com/discussions/34159-is-there-a-way-currently-follow-a-customer-in-different-ways-such-as-a-label-so-you-can-sort-your-follows-by-sales-shipping-issues-parts-replacement-follow-up-order-not-to-be-confused-with-the-labeling-of-a-interaction-but-current-interactions-that-) — 1 comment, 1 upvote
  > **Top comment:** "All the conversations are in your search field and they are shown in the timeline. "
- Title: [How can we get a ticket ID ?](https://www.g2.com/discussions/34157-how-can-we-get-a-ticket-id) — 1 comment, 1 upvote
  > **Top comment:** "The ticket ID is the string of characters in the URL after the "events" portion. For example, if you have a ticket open, you will..."
- Title: [Is there a way for us to hear recordings of the voicemails? Or can we have a detailed view of the ticket's history like who merged tickets and such?](https://www.g2.com/discussions/30387-is-there-a-way-for-us-to-hear-recordings-of-the-voicemails-or-can-we-have-a-detailed-view-of-the-ticket-s-history-like-who-merged-tickets-and-such) — 1 comment
  > **Top comment:** "VM should be able to be heard once you pull up the customer's record. All emails, calls, and chats from that one person should pop up. "
- Title: [Will my pricing increase if I add additional agents?](https://www.g2.com/discussions/will-my-pricing-increase-if-i-add-additional-agents) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "No. You can add as many team members as you want and your pricing per agent will stay the same."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshservice-vs-kustomer)