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Compare Freshservice and Track-It! 
At a Glance
Market Segments
Mid-Market (62.1% of reviews)
Mid-Market (57.7% of reviews)
Entry-Level Pricing
$19.00
No pricing available
Freshservice
Star Rating
(1,306)4.6 out of 5
Market Segments
Mid-Market (62.1% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansTrack-It!
Star Rating
(100)3.7 out of 5
Market Segments
Mid-Market (57.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Track-It!Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshservice significantly outperforms Track-It! in overall user satisfaction, with a G2 Score of 83.26 compared to Track-It!'s 24.76. This difference reflects Freshservice's ability to meet user needs effectively, as highlighted by users who appreciate its intuitive interface and modern tools for managing support.
- Users say Freshservice excels in ease of use and setup, scoring 9.2 and 8.8 respectively. Reviewers have noted that the onboarding process is straightforward, allowing teams to quickly adapt and start utilizing the platform. In contrast, Track-It! has received mixed feedback regarding its usability, with some users finding it less intuitive.
- According to verified reviews, Freshservice's robust feature set is a major draw, allowing organizations to consolidate multiple applications into one platform. Users have praised its versatility in supporting various departments beyond IT, which enhances its value. Track-It!, while noted for its user-friendly design, lacks the comprehensive features that Freshservice offers.
- Reviewers mention that Freshservice provides excellent support quality, scoring 9.0, which is a significant advantage for users seeking reliable assistance. Users have expressed satisfaction with the responsiveness and helpfulness of the support team. In contrast, Track-It! has a lower support quality score of 7.7, indicating potential challenges in receiving timely help.
- Users highlight Freshservice's strong reporting and analytics capabilities, with a score of 8.4, which allows teams to gain valuable insights into their operations. This feature is particularly beneficial for organizations looking to improve their service management processes. Track-It!, while offering some reporting features, does not match the depth and effectiveness of Freshservice's analytics tools.
- G2 reviewers note that Freshservice's commitment to product direction is evident, with a high score of 9.5 indicating a positive outlook for future updates and enhancements. This forward-thinking approach reassures users that the platform will continue to evolve. On the other hand, Track-It! has a much lower score of 5.7 in this area, suggesting concerns about its long-term viability and development.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Track-It!
No pricing availableFree Trial
Freshservice
Free Trial is available
Track-It!
Free Trial is available
Ratings
Meets Requirements
8.9
1,167
7.8
86
Ease of Use
9.2
1,169
7.9
88
Ease of Setup
8.8
952
7.6
51
Ease of Admin
9.0
956
7.9
52
Quality of Support
9.0
1,127
7.7
66
Has the product been a good partner in doing business?
9.1
931
8.1
50
Product Direction (% positive)
9.5
1,154
5.7
85
Features by Category
Ticket and Case Management
Not enough data
8.4
16
|
Verified
Not enough data
7.4
16
|
Verified
Not enough data
8.0
16
|
Verified
Not enough data
7.9
14
Not enough data
8.3
9
Not enough data
7.5
16
Not enough data
7.6
15
Not enough data
8.2
10
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.3
11
|
Verified
Not enough data
8.2
14
|
Verified
Not enough data
8.3
9
Not enough data
7.7
8
Not enough data
7.9
8
Platform
Not enough data
7.7
8
|
Verified
Not enough data
8.5
10
|
Verified
Not enough data
8.2
10
|
Verified
Not enough data
8.8
7
|
Verified
Not enough data
7.7
14
|
Verified
Not enough data
7.6
13
|
Verified
Administration
8.6
320
|
Verified
6.9
8
|
Verified
8.4
345
|
Verified
8.1
8
|
Verified
8.4
373
|
Verified
7.4
9
|
Verified
Service Desk
9.4
402
|
Verified
8.3
10
|
Verified
9.1
377
|
Verified
8.8
10
|
Verified
8.8
369
|
Verified
8.3
10
|
Verified
Management
8.5
312
|
Verified
7.5
6
|
Verified
8.9
319
|
Verified
8.1
6
|
Verified
8.8
283
|
Verified
6.3
5
8.5
286
|
Verified
8.3
5
|
Verified
8.2
230
|
Verified
8.1
6
Functionality
9.4
333
|
Verified
8.9
6
|
Verified
8.7
271
|
Verified
6.3
5
8.7
268
|
Verified
7.2
6
|
Verified
8.8
303
|
Verified
6.4
6
|
Verified
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
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
7.4
36
8.9
739
7.5
38
9.0
792
8.5
40
8.6
728
6.5
32
8.6
693
6.8
33
Reporting
8.6
774
7.2
35
8.2
637
7.8
29
8.2
616
6.7
24
Access & Usability
8.4
702
6.7
20
8.9
725
7.5
31
8.5
550
8.3
32
8.7
562
Feature Not Available
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
Categories
Categories
Shared Categories
Freshservice and Track-It! are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
Freshservice is categorized as IT Alerting, Incident Management, Enterprise IT Management, and Customer Self-Service
Track-It! is categorized as Help Desk
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Track-It!
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
13.3%
Hospital & Health Care
6.1%
Higher Education
6.1%
Utilities
4.1%
Retail
4.1%
Other
66.3%
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
Track-It! has no discussions with answers
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