Compare Freshservice and Serviceware Knowledge 
At a Glance
Market Segments
Mid-Market (62.1% of reviews)
Mid-Market (40.7% of reviews)
Entry-Level Pricing
$19.00
$8.00
Freshservice
Star Rating
(1,317)4.6 out of 5
Market Segments
Mid-Market (62.1% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansServiceware Knowledge
Star Rating
(27)4.8 out of 5
Market Segments
Mid-Market (40.7% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
$8.00
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshservice excels in providing a user-friendly experience, with many praising its intuitive interface and modern tools that streamline customer support management. Users appreciate how it consolidates multiple applications into a single platform, enhancing efficiency.
- Users say that Serviceware Knowledge stands out for its powerful search capabilities, allowing for quick and easy access to information. Reviewers highlight the system's ability to organize knowledge in a structured manner, which promotes transparency and flexibility in customer service operations.
- According to verified reviews, Freshservice has a strong reputation for supporting various departments beyond IT, making it a versatile choice for organizations looking to expand its use across different functions. This adaptability is a significant advantage for businesses aiming for comprehensive support solutions.
- Reviewers mention that while Freshservice has a higher entry-level price, its extensive feature set justifies the cost for many users. In contrast, Serviceware Knowledge offers a more budget-friendly option, which may appeal to smaller businesses or those with limited resources.
- G2 reviewers highlight that both products have received positive feedback regarding their implementation processes, but Serviceware Knowledge is noted for its rapid system setup. Users appreciate the dynamic team behind it, which contributes to a smooth onboarding experience.
- Users report that while Freshservice has a solid support quality rating, Serviceware Knowledge edges ahead with slightly higher scores in this area. Reviewers commend the responsive support team at Serviceware, which enhances the overall user experience and satisfaction.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Serviceware Knowledge
Serviceware Knowledge Team Edition
$8.00
Standard feature set to be really fast up and running.
- Knowledge Views
- Knowledge Tree
- Powerful Search
Free Trial
Freshservice
Free Trial is available
Serviceware Knowledge
Free Trial is available
Ratings
Meets Requirements
8.9
1,173
8.9
25
Ease of Use
9.2
1,176
9.5
25
Ease of Setup
8.8
960
9.0
21
Ease of Admin
9.0
959
8.3
22
Quality of Support
9.0
1,133
9.2
25
Has the product been a good partner in doing business?
9.1
934
9.5
22
Product Direction (% positive)
9.5
1,160
9.5
25
Features by Category
Administration
8.6
321
|
Verified
Not enough data
8.4
345
|
Verified
Not enough data
8.4
374
|
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
313
|
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
304
|
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
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Knowledge Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Compliance
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 Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
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
Knowledge Pages
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
Knowledge Dissemination
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
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Knowledge Base
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
Generative AI
7.2
76
Not enough data
Self-Service Experience
8.4
138
Not enough data
8.7
133
Not enough data
7.1
113
Not enough data
7.6
115
Not enough data
8.2
134
Not enough data
Self-Service Platform
8.5
135
Not enough data
8.7
139
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
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
Knowledge Base
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Content
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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 Serviceware Knowledge 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
Serviceware Knowledge is categorized as Knowledge Base and Contact Center Knowledge Base
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Serviceware Knowledge
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
3.5%
Other
63.2%
Telecommunications
11.1%
Information Technology and Services
11.1%
Financial Services
11.1%
Consumer Services
11.1%
Wholesale
7.4%
Other
48.1%
Alternatives
Discussions
How has your experience been with Freshservice support?
12 Comments
PB
So far, great. I've only worked with them twice, but both times the answer came back within 24 hours.Read more
What is Freshservice used for?
3 Comments
AN
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...Read more
Whats the best way to populate our inventory?
3 Comments
DO
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...Read more
Serviceware Knowledge has no discussions with answers
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