# Freshservice vs OneDesk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshservice excels in user satisfaction, with many praising its intuitive interface and comprehensive features. Users highlight the effectiveness of its ticket categories, SLAs, and analytics dashboard, which significantly enhance agent organization and time management.
- **Users say** that OneDesk offers a unique advantage by combining multiple functionalities into one platform, such as customer management, helpdesk, and project management tools. This flexibility is particularly appreciated by small businesses looking for an all-in-one solution.
- **Reviewers mention** that Freshservice's implementation process is notably smooth, with clear documentation that helps new users get started quickly. This ease of setup is a significant benefit for teams looking to minimize downtime during transitions.
- **According to verified reviews** , Freshservice stands out for its quality of support, with users frequently noting the responsiveness and helpfulness of the support team. This level of service contributes to a more positive overall experience compared to OneDesk, which has received mixed feedback in this area.
- **Users highlight** that while OneDesk provides a range of features, some find it challenging to navigate due to its complexity. This can lead to a steeper learning curve, especially for teams that are not as tech-savvy.
- **G2 reviewers indicate** that Freshservice's recent updates and product direction are well-received, with many users expressing confidence in the platform's ongoing improvements. In contrast, OneDesk's recent feedback suggests that users are less optimistic about its future development and support.



| | Freshservice | OneDesk | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.2 out of 5 | 
| **Total Reviews** | 1,339 | 33 | 
| **Largest Market Segment** | Mid-Market (61.8% of reviews) | Small-Business (48.5% of reviews) | 
| **Entry Level Price** | $19.00 | $9   /user/month | 

---
## Top Pros & Cons

### Freshservice

Pros:
- Ease of Use (158 reviews)
- Features (89 reviews)

Cons:
- Missing Features (54 reviews)
- Limited Features (42 reviews)

### OneDesk

Pros:
- Ease of Use (1 reviews)
- Easy Integration (1 reviews)

Cons:
- Bugs (1 reviews)
- Limited Functionality (1 reviews)

---
## Ratings Comparison
| Rating | Freshservice | OneDesk | 
|---|---|---|
  | **Meets Requirements** | 8.9 (1187 reviews) | 8.8 (20 reviews) | 
  | **Ease of Use** | 9.2 (1192 reviews) | 8.6 (20 reviews) | 
  | **Ease of Setup** | 8.8 (977 reviews) | 8.1 (8 reviews) | 
  | **Ease of Admin** | 9.0 (959 reviews) | 8.3 (8 reviews) | 
  | **Quality of Support** | 9.0 (1147 reviews) | 8.2 (19 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (934 reviews) | 7.9 (7 reviews) | 
  | **Product Direction (% positive)** | 9.5 (1170 reviews) | 7.9 (17 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

### OneDesk

#### Entry-Level Pricing

Plan: Per User (Yearly)

Price: $9   /user/month

Description: Billed yearly for $108 per user which averages to $9/user/month


[Browse all 2 editions](https://www.g2.com/products/onedesk-onedesk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **OneDesk** | 8.0/10 | 15 |

#### Ticket and Case Management

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.3 (10 reviews) | 
| **Ticket response user experience** | Not enough data | 8.5 (10 reviews) | 
| **Workflow** | Not enough data | 8.0 (9 reviews) | 
| **Response Automation** | Not enough data | 8.5 (10 reviews) | 
| **SLA Management** | Not enough data | 7.4 (7 reviews) | 
| **Attachments/Screencasts** | Not enough data | 8.0 (10 reviews) | 
| **Ticket Collaboration** | Not enough data | 8.5 (10 reviews) | 
| **Customer and Contacts Database** | Not enough data | 7.7 (8 reviews) | 

#### Generative AI

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

#### Agentic AI - Help Desk

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.2 (10 reviews) | 
| **Email to Case** | Not enough data | 7.8 (10 reviews) | 
| **Chat/Live Support** | Not enough data | 7.9 (8 reviews) | 
| **Social Integration** | Not enough data | 7.7 (8 reviews) | 
| **Voice** | Not enough data | Feature Not Available | 

#### Platform

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Mobile User Support** | Not enough data | 7.9 (7 reviews) | 
| **Customization ** | Not enough data | 7.8 (6 reviews) | 
| **User, Role, and Access Management** | Not enough data | 7.4 (7 reviews) | 
| **Integration** | Not enough data | 7.8 (6 reviews) | 
| **Reporting** | Not enough data | 8.3 (7 reviews) | 
| **Dashboards** | Not enough data | 8.3 (7 reviews) | 

### Project Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **OneDesk** | 8.7/10 | 12 |

#### Tasks

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Creation & Assignment** | Not enough data | 8.9 (11 reviews) | 
| **Due Dates** | Not enough data | 8.9 (11 reviews) | 
| **Task Prioritization** | Not enough data | 8.9 (11 reviews) | 
| **To-Do Lists** | Not enough data | 8.5 (10 reviews) | 
| **Dependencies** | Not enough data | 8.8 (10 reviews) | 
| **Mass Updates** | Not enough data | 7.7 (10 reviews) | 
| **Drag & Drop** | Not enough data | 8.0 (10 reviews) | 
| **Recurring Tasks** | Not enough data | 8.3 (10 reviews) | 

#### Projects

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Planning** | Not enough data | 8.7 (9 reviews) | 
| **Project Map** | Not enough data | 8.7 (10 reviews) | 
| **GANTT** | Not enough data | 8.9 (9 reviews) | 
| **Calendar View** | Not enough data | 9.0 (10 reviews) | 
| **Views** | Not enough data | 8.8 (10 reviews) | 
| **Project Budgeting** | Not enough data | 8.5 (10 reviews) | 
| **Issue Tracking** | Not enough data | 9.0 (10 reviews) | 
| **Templates** | Not enough data | 8.5 (11 reviews) | 
| **Critical Path** | Not enough data | 8.8 (10 reviews) | 
| **Time & Expense** | Not enough data | 8.8 (11 reviews) | 
| **Methodologies** | Not enough data | 8.5 (9 reviews) | 

#### Resource Management

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Resource Definiton** | Not enough data | 8.1 (9 reviews) | 
| **Capacity** | Not enough data | 8.3 (10 reviews) | 
| **Scheduling** | Not enough data | 8.7 (10 reviews) | 

#### Project Monitoring

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Baselining / KPIs** | Not enough data | 9.2 (8 reviews) | 
| **Resource Allocation** | Not enough data | 8.9 (9 reviews) | 
| **Dashboards** | Not enough data | 9.0 (10 reviews) | 

#### Generative AI

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

#### Agentic AI - Project Management

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **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 | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.4/10 | 450 |
| **OneDesk** | N/A | N/A |

#### Administration

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Change Management** | 8.6 (324 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.4 (352 reviews) ✓ Verified | Not enough data | 
| **Reports & Analytics** | 8.3 (376 reviews) ✓ Verified | Not enough data | 

#### Service Desk

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Help Desk** | 9.4 (412 reviews) ✓ Verified | Not enough data | 
| **Incident Reports** | 9.1 (377 reviews) ✓ Verified | Not enough data | 
| **Process Workflow** | 8.8 (374 reviews) ✓ Verified | Not enough data | 

#### Management

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Reporting** | 8.5 (315 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 (291 reviews) ✓ Verified | Not enough data | 
| **Policy Dictation** | 8.1 (228 reviews) ✓ Verified | Not enough data | 

#### Functionality

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Ticketing System** | 9.5 (345 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 (312 reviews) ✓ Verified | Not enough data | 

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

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Autonomous Task Execution** | 7.9 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 6.9 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 8.6 (14 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 |
| **OneDesk** | N/A | N/A |

#### Monitoring

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **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 | OneDesk | 
|---|---|---|
| **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 | OneDesk | 
|---|---|---|
| **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 | OneDesk | 
|---|---|---|
| **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 |
| **OneDesk** | N/A | N/A |

#### Asset Inventory

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **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 | OneDesk | 
|---|---|---|
| **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 | OneDesk | 
|---|---|---|
| **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 | OneDesk | 
|---|---|---|
| **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 | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **OneDesk** | 8.1/10 | 14 |

#### Generative AI

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Communication

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.1 (7 reviews) | 
| **Notifications** | Not enough data | 8.1 (7 reviews) | 
| **Targeted Emails** | Not enough data | 8.3 (7 reviews) | 
| **In-App Messaging** | Not enough data | 8.1 (7 reviews) | 
| **Co-Browsing** | Not enough data | Feature Not Available | 

####  Internal Use

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Customization ** | Not enough data | 7.8 (6 reviews) | 
| **Conversation Archiving** | Not enough data | 7.6 (7 reviews) | 
| **Lead Development** | Not enough data | 8.6 (7 reviews) | 
| **Knowledge Base** | Not enough data | 7.1 (7 reviews) | 
| **Team Inbox ** | Not enough data | 8.1 (7 reviews) | 
| **Customer Profiles** | Not enough data | 8.8 (7 reviews) | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 6.9/10 | 153 |
| **OneDesk** | 8.0/10 | 11 |

#### Generative AI

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **AI Text Summarization** | 7.2 (76 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Knowledge Base** | 8.4 (140 reviews) | 7.9 (8 reviews) | 
| **Searchable Articles** | 8.7 (134 reviews) | 8.3 (8 reviews) | 
| **Community Forums** | 7.1 (113 reviews) | 8.3 (7 reviews) | 
| **Mobile Optimization** | 7.6 (115 reviews) | 7.8 (9 reviews) | 
| **Personalization** | 8.2 (134 reviews) | 8.0 (10 reviews) | 

#### Self-Service Platform

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Branding** | 8.5 (135 reviews) | 8.1 (6 reviews) | 
| **Automation** | 8.7 (140 reviews) | 8.0 (10 reviews) | 
| **Artificial Intelligence** | 7.1 (108 reviews) | 7.5 (8 reviews) | 
| **Integrations** | 8.1 (130 reviews) | 7.9 (8 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Autonomous Task Execution** | 6.0 (5 reviews) | Not enough data | 
| **Multi-step Planning** | 5.3 (5 reviews) | Not enough data | 
| **Cross-system Integration** | 5.3 (5 reviews) | Not enough data | 
| **Adaptive Learning** | 5.3 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | 5.3 (5 reviews) | Not enough data | 
| **Proactive Assistance** | 5.0 (5 reviews) | Not enough data | 
| **Decision Making** | 5.3 (5 reviews) | Not enough data | 

### Digital Customer Service Platforms

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

#### Generative AI

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

### IT Alerting

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

#### Generative AI

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

#### Agentic AI - IT Alerting

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **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 | 

### Google Workspace Project Management

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

#### Agentic AI - Google Workspace Project Management

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

### Service Desk

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

#### Incident Management

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **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 | OneDesk | 
|---|---|---|
| **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 | OneDesk | 
|---|---|---|
| **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 | OneDesk | 
|---|---|---|
| **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 |
| **OneDesk** | N/A | N/A |

#### Analysis

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

#### Platform

| Feature | Freshservice | OneDesk | 
|---|---|---|
| **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 | OneDesk | 
|---|---|---|
| **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 | OneDesk | 
|---|---|---|
| **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 OneDesk (4):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Project Management Software](https://www.g2.com/categories/project-management), [Google Workspace Project Management Software](https://www.g2.com/categories/google-workspace-project-management), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshservice | OneDesk | 
|---|---|---|
| **Small-Business** | 17.7% | 48.5% | 
| **Mid-Market** | 61.8% | 24.2% | 
| **Enterprise** | 20.5% | 27.3% | 

### By Industry

#### Freshservice

- **Information Technology and Services:** 19.9%
- **Computer Software:** 5.5%
- **Construction:** 4.5%
- **Financial Services:** 3.5%
- **Education Management:** 3.5%
- **Hospital & Health Care:** 3.4%
- **Retail:** 3.1%
- **Computer & Network Security:** 2.6%
- **Non-Profit Organization Management:** 2.3%
- **Marketing and Advertising:** 2.0%
- **Other:** 49.6%

#### OneDesk

- **Information Technology and Services:** 24.2%
- **Education Management:** 9.1%
- **Marketing and Advertising:** 6.1%
- **Hospital & Health Care:** 6.1%
- **Computer Software:** 6.1%
- **Construction:** 6.1%
- **Accounting:** 3.0%
- **Alternative Medicine:** 3.0%
- **Architecture & Planning:** 3.0%
- **Automotive:** 3.0%
- **Other:** 30.3%

---
## Alternatives

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- [Smartsheet](https://www.g2.com/products/smartsheet/reviews) — 4.4/5 stars (22584 reviews)
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- [Teamwork.com](https://www.g2.com/products/teamwork-com/reviews) — 4.4/5 stars (1214 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (482 reviews)
- [Wrike](https://www.g2.com/products/wrike/reviews) — 4.2/5 stars (4537 reviews)

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## 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..."

### OneDesk

No discussions available for this product.

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