Compare Freshservice and Kustomer 
At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Mid-Market (66.0% of reviews)
Entry-Level Pricing
$19.00
Starting at $89.00 1 User Per Month
Freshservice
Star Rating
(1,314)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 plansKustomer
Star Rating
(512)4.5 out of 5
Market Segments
Mid-Market (66.0% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $89.00 1 User Per Month
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshservice excels in user experience, with many praising its intuitive interface and the ability to streamline customer support processes. Users have noted that it effectively consolidates multiple applications into a single platform, enhancing overall efficiency.
- Users say Kustomer offers a very user-friendly interface that centralizes customer information, making it easy to access data quickly. This feature is particularly appreciated by those who rely on the platform daily, highlighting its effectiveness in managing customer interactions.
- According to verified reviews, Freshservice stands out for its ease of setup and administration, with users noting a smooth onboarding process. This has been a significant advantage for teams looking to implement a new system without extensive training or downtime.
- Reviewers mention that Kustomer provides excellent customer support, which is often highlighted as a key strength. Users appreciate the professional assistance available, especially when integrating with other applications like Shopify, ensuring a seamless experience.
- G2 reviewers indicate that Freshservice has a broader range of features that cater to various departments beyond IT, making it a versatile choice for organizations looking to expand its use across different teams. This flexibility has been a game-changer for many users.
- Users report that while Kustomer has strong automation and AI capabilities, Freshservice is perceived to lag in these areas. Reviewers have pointed out that Kustomer's advanced features in automation and AI-driven insights provide a more robust solution for businesses focused on leveraging technology for customer service.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Kustomer
Enterprise
Starting at $89.00
1 User Per Month
Essential CX tools for growing teams—
powerful, affordable, and built to scale
- Conversational Timeline
- Tasks and Automations
- Data & File Storage
Free Trial
Freshservice
Free Trial is available
Kustomer
No trial information availableRatings
Meets Requirements
8.9
1,172
8.9
387
Ease of Use
9.2
1,175
8.8
402
Ease of Setup
8.8
959
8.6
212
Ease of Admin
9.0
959
8.1
152
Quality of Support
9.0
1,132
9.0
369
Has the product been a good partner in doing business?
9.1
934
8.8
148
Product Direction (% positive)
9.5
1,159
8.8
377
Features by Category
Ticket and Case Management
Not enough data
9.2
184
|
Verified
Not enough data
9.1
188
|
Verified
Not enough data
8.9
192
|
Verified
Not enough data
8.9
184
|
Verified
Not enough data
8.9
163
|
Verified
Not enough data
8.9
182
|
Verified
Not enough data
9.2
182
|
Verified
Not enough data
9.1
183
|
Verified
Generative AI
Not enough data
7.9
49
Not enough data
8.4
49
Agentic AI - Help Desk
Not enough data
7.8
43
Not enough data
7.9
43
Not enough data
8.1
43
Communication Channels
Not enough data
8.9
165
|
Verified
Not enough data
9.3
190
|
Verified
Not enough data
9.1
165
|
Verified
Not enough data
8.5
163
|
Verified
Not enough data
8.7
152
Platform
Not enough data
8.0
82
Not enough data
8.7
169
|
Verified
Not enough data
9.2
124
|
Verified
Not enough data
8.9
120
|
Verified
Not enough data
8.4
157
|
Verified
Not enough data
8.5
156
|
Verified
Administration
8.6
321
|
Verified
Not enough data
8.4
345
|
Verified
Not enough data
8.4
373
|
Verified
Not enough data
Service Desk
9.4
403
|
Verified
Not enough data
9.1
376
|
Verified
Not enough data
8.8
369
|
Verified
Not enough data
Management
8.5
312
|
Verified
Not enough data
8.9
318
|
Verified
Not enough data
8.8
282
|
Verified
Not enough data
8.5
286
|
Verified
Not enough data
8.1
229
|
Verified
Not enough data
Functionality
9.4
334
|
Verified
Not enough data
8.7
270
|
Verified
Not enough data
8.7
267
|
Verified
Not enough data
8.8
303
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
7.9
8
Not enough data
6.9
8
Not enough data
7.9
7
Not enough data
7.4
7
Not enough data
7.1
7
Not enough data
8.1
9
Not enough data
8.0
9
Not enough data
Monitoring
8.3
268
|
Verified
Not enough data
8.6
304
|
Verified
Not enough data
8.8
321
|
Verified
Not enough data
6.1
26
Not enough data
Management Tools
9.0
342
|
Verified
Not enough data
8.9
332
Not enough data
8.5
296
|
Verified
Not enough data
Generative AI
7.8
137
Not enough data
7.8
136
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
Asset Inventory
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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - IT Asset 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
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
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - AI Agents
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
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
Not enough data
9.0
185
Not enough data
9.1
180
Not enough data
9.1
166
Not enough data
8.9
86
Support Automation
Not enough data
9.0
162
Not enough data
9.0
177
Not enough data
9.3
156
Not enough data
8.6
89
Generative AI
Not enough data
8.3
54
Not enough data
8.4
54
Generative AI
Not enough data
7.3
43
Not enough data
7.5
43
Not enough data
6.9
42
Communication
Not enough data
8.9
156
|
Verified
Not enough data
8.9
174
|
Verified
Not enough data
9.0
144
|
Verified
Not enough data
8.8
134
|
Verified
Not enough data
8.1
84
Internal Use
Not enough data
8.7
169
|
Verified
Not enough data
9.1
153
|
Verified
Not enough data
8.2
90
Not enough data
8.8
152
|
Verified
Not enough data
9.0
157
|
Verified
Not enough data
9.0
174
|
Verified
Generative AI
7.2
76
8.3
33
Self-Service Experience
8.4
138
8.9
89
8.7
133
8.7
86
7.1
113
8.6
67
7.6
115
8.3
50
8.2
134
8.6
54
Self-Service Platform
8.5
135
9.0
58
8.7
139
8.9
58
7.1
108
8.5
52
8.1
130
9.0
56
Agentic AI - Customer Self-Service
6.0
5
7.8
20
5.3
5
8.3
20
5.3
5
8.4
20
5.3
5
8.3
20
5.3
5
8.3
20
5.0
5
8.4
20
5.3
5
8.3
19
Generative AI
Not enough data
8.2(won by default)
23
Not enough data
8.3(won by default)
23
Process
Not enough data
8.8(won by default)
40
Not enough data
9.2(won by default)
44
Not enough data
9.4(won by default)
45
Channels
Not enough data
9.6(won by default)
45
Not enough data
9.0(won by default)
42
Not enough data
9.2(won by default)
42
Not enough data
9.1(won by default)
41
Not enough data
9.3(won by default)
41
Insight
Not enough data
9.1(won by default)
42
Not enough data
8.7(won by default)
45
Not enough data
8.4(won by default)
40
Not enough data
8.7(won by default)
43
Generative AI
Not enough data
8.0
35
Not enough data
8.3
35
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
Customization - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
9.1
737
Not enough data
8.9
740
Not enough data
9.0
794
Not enough data
8.6
730
Not enough data
8.6
694
Not enough data
Reporting
8.6
775
Not enough data
8.2
638
Not enough data
8.2
617
Not enough data
Access & Usability
8.4
703
Not enough data
8.9
726
Not enough data
8.5
551
Not enough data
8.7
563
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
Customer Query Resolution - AI Customer Support Agents
Not enough data
7.9
7
Not enough data
7.9
7
Not enough data
7.4
7
Not enough data
8.1
7
Not enough data
7.9
7
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
8.3
7
Automation
Not enough data
8.8
7
Not enough data
8.6
7
Not enough data
8.8
7
Autonomy
Not enough data
8.8
7
Not enough data
9.0
7
Not enough data
8.6
7
Not enough data
8.1
7
Agentic AI - AI Agents
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 Kustomer are categorized as Customer Self-Service
Unique Categories
Freshservice is categorized as IT Service Management (ITSM) Tools, IT Asset Management, IT Alerting, Incident Management, Enterprise IT Management, Service Desk, and Configuration Management
Kustomer is categorized as AI Customer Support Agents, AI Agent Builders, Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, and AI Agents For Business Operations
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kustomer
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
5.6%
Construction
4.4%
Education Management
3.6%
Hospital & Health Care
3.5%
Other
63.3%
Consumer Services
13.2%
Retail
11.6%
Health, Wellness and Fitness
6.1%
Apparel & Fashion
5.7%
Food & Beverages
5.5%
Other
58.0%
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
How can we get a ticket ID ?
1 Comment
HL
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...Read more
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.
1 Comment
ED
All the conversations are in your search field and they are shown in the timeline. Read more
How can I post a note with out it closing
1 Comment
ED
You can add internal note by clicking on note and it will be visible only for the users of your company :) Read more
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