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At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Enterprise (68.2% of reviews)
Entry-Level Pricing
$19.00
No pricing available
Freshservice
Star Rating
(1,306)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansSymphonyAI IT Service Management
Star Rating
(68)4.6 out of 5
Market Segments
Enterprise (68.2% of reviews)
Entry-Level Pricing
No pricing available
Learn more about SymphonyAI IT Service ManagementSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshservice excels in its Ticketing System, achieving a score of 9.5, while SymphonyAI IT Service Management follows with a score of 9.1. Reviewers mention that Freshservice's intuitive interface and robust features streamline ticket management effectively.
- Reviewers say that Freshservice's Self-Service Experience is highly rated at 8.9, with users appreciating the ease of access to the Knowledge Base and Searchable Articles. In contrast, SymphonyAI IT Service Management scores slightly lower at 8.4, with users noting that its self-service options could be more user-friendly.
- G2 users highlight Freshservice's superior Automation capabilities, scoring 8.8, which allows for efficient ticket routing and prioritization. Users on G2 mention that SymphonyAI IT Service Management, with a score of 7.8, lacks some of the advanced automation features that Freshservice offers.
- Users report that Freshservice's Quality of Support is rated at 9.0, with many reviewers praising the responsiveness and helpfulness of the support team. In comparison, SymphonyAI IT Service Management's support quality is rated lower at 8.5, with some users expressing concerns about response times.
- Reviewers mention that Freshservice's Reports & Analytics feature, scoring 8.4, provides insightful data that helps in decision-making. SymphonyAI IT Service Management, scoring 8.5, is noted for its analytics but lacks the same level of user-friendly reporting tools that Freshservice offers.
- Users say that Freshservice's Mobile Optimization is rated at 8.4, making it easy to manage tickets on the go. In contrast, SymphonyAI IT Service Management's mobile access is rated lower at 7.8, with users indicating that the mobile experience could be improved for better usability.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
SymphonyAI IT Service Management
No pricing availableFree Trial
Freshservice
Free Trial is available
SymphonyAI IT Service Management
No trial information availableRatings
Meets Requirements
8.9
1,167
8.7
45
Ease of Use
9.2
1,169
9.1
46
Ease of Setup
8.8
952
8.7
39
Ease of Admin
9.0
956
8.6
37
Quality of Support
9.0
1,127
8.4
45
Has the product been a good partner in doing business?
9.1
931
8.7
35
Product Direction (% positive)
9.5
1,154
8.8
39
Features by Category
Administration
8.6
320
|
Verified
8.6
25
8.4
345
|
Verified
8.3
25
8.4
373
|
Verified
8.5
26
Service Desk
9.4
402
|
Verified
9.1
26
9.1
377
|
Verified
8.8
25
8.8
369
|
Verified
8.3
24
Management
8.5
312
|
Verified
8.5
26
8.9
319
|
Verified
8.8
25
8.8
283
|
Verified
8.2
23
8.5
285
|
Verified
8.1
25
8.2
230
|
Verified
7.3
22
Functionality
9.4
333
|
Verified
9.0
26
8.7
271
|
Verified
7.8
26
8.7
268
|
Verified
8.1
25
8.8
302
|
Verified
7.8
24
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
Asset Inventory
Not enough data
8.2
17
Not enough data
8.2
16
Not enough data
7.2
15
Not enough data
7.8
15
Not enough data
8.0
17
Generative AI
Not enough data
6.9
12
Not enough data
6.7
12
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
8.0
17
Not enough data
7.2
16
Not enough data
7.0
15
Not enough data
7.6
15
Functionality
Not enough data
8.2
10
Not enough data
7.2
10
Not enough data
7.4
9
Not enough data
6.9
9
Not enough data
6.5
9
Not enough data
7.6
9
Agentic AI - Software Asset Management Tools
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
Risk assessment
Not enough data
6.3
9
Not enough data
6.3
9
Not enough data
6.5
9
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
8.5
21
8.9
739
8.6
21
9.0
792
9.2
21
8.6
728
8.2
20
8.6
693
8.2
20
Reporting
8.6
774
7.9
21
8.2
637
8.5
20
8.2
616
8.4
18
Access & Usability
8.4
702
7.8
19
8.9
725
8.4
21
8.5
550
8.2
18
8.7
562
8.4
18
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
7.3
8
Platform
8.3
231
8.8
10
8.2
214
8.2
10
8.7
257
8.8
10
8.4
285
7.9
13
8.7
317
8.5
13
Security
7.8
180
8.1
9
7.0
109
6.7
10
7.5
168
6.7
9
8.9
285
8.7
13
8.8
288
8.2
12
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 SymphonyAI IT Service Management are categorized as IT Service Management (ITSM) Tools, Enterprise IT Management, and Service Desk
Unique Categories
SymphonyAI IT Service Management is categorized as Software Asset Management Tools and IT Asset Management
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SymphonyAI IT Service Management
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
63.3%
Information Technology and Services
30.3%
Automotive
12.1%
Computer Software
7.6%
Financial Services
6.1%
Manufacturing
4.5%
Other
39.4%
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
SymphonyAI IT Service Management has no discussions with answers
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