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Compare Freshservice and xMatters 
Featured Products
At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Enterprise (64.5% of reviews)
Entry-Level Pricing
$19.00
Free 10 Users Per Month
Freshservice
Star Rating
(1,307)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 plansxMatters
Star Rating
(703)4.5 out of 5
Market Segments
Enterprise (64.5% of reviews)
Pros & Cons
Entry-Level Pricing
Free 10 Users Per Month
Free Trial is available
Learn more about xMattersSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshservice excels in user-friendliness, with many praising its intuitive interface and ease of use. Users have highlighted how it streamlines customer support processes, making it a favorite for teams looking for a straightforward solution.
- Users say that xMatters stands out for its robust automation capabilities and integration options. Reviewers appreciate the simplicity of automating workflows, which enhances efficiency and allows teams to focus on critical tasks without getting bogged down by manual processes.
- According to verified reviews, Freshservice is particularly valued for its versatility across departments beyond IT. Users have noted that it effectively consolidates multiple applications into one platform, which has been beneficial for organizations looking to simplify their operations.
- Reviewers mention that xMatters provides a smooth flow of notifications, which is crucial during fast-paced incidents. The implementation process is also highlighted as being smoother than expected, indicating that users find it easy to get started with the platform.
- G2 reviewers highlight that while Freshservice has a strong focus on customer support, it may not always meet the specific workflow needs of every organization. Some users have reported challenges in configuration, which can impact its overall effectiveness in certain scenarios.
- Users express that xMatters has a slight edge in alerting capabilities, with many noting the effectiveness of its timely alerts and monitoring features. This is particularly important for teams that require constant vigilance and quick responses to incidents.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
xMatters
Free
Free
10 Users Per Month
Helps small teams automate away issues - for free
- Global on-call scheduling
- Manage shifts
- On-Call Reminders
Free Trial
Freshservice
Free Trial is available
xMatters
Free Trial is available
Ratings
Meets Requirements
8.9
1,168
9.1
499
Ease of Use
9.2
1,170
8.8
515
Ease of Setup
8.8
953
8.8
293
Ease of Admin
9.0
957
8.8
183
Quality of Support
9.0
1,128
9.1
424
Has the product been a good partner in doing business?
9.1
932
9.3
175
Product Direction (% positive)
9.5
1,155
9.2
484
Features by Category
Administration
8.6
320
|
Verified
Not enough data
8.4
345
|
Verified
Not enough data
8.4
373
|
Verified
Not enough data
Service Desk
9.4
402
|
Verified
Not enough data
9.1
377
|
Verified
Not enough data
8.8
369
|
Verified
Not enough data
Management
8.5
312
|
Verified
Not enough data
8.9
319
|
Verified
Not enough data
8.8
283
|
Verified
Not enough data
8.5
286
|
Verified
Not enough data
8.2
230
|
Verified
Not enough data
Functionality
9.4
333
|
Verified
Not enough data
8.7
271
|
Verified
Not enough data
8.7
268
|
Verified
Not enough data
8.8
303
|
Verified
Not enough data
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
9.3
296
8.6
303
|
Verified
9.5
321
|
Verified
8.8
320
|
Verified
9.1
299
|
Verified
6.1
25
7.5
22
Management Tools
9.1
341
|
Verified
9.1
290
8.9
331
9.1
292
|
Verified
8.5
295
|
Verified
9.0
275
|
Verified
Generative AI
7.8
136
8.3
72
7.8
135
8.4
74
Agentic AI - Incident Management
5.6
6
6.7
17
5.6
6
6.5
13
5.8
6
8.6
21
7.0
5
8.1
15
6.3
5
6.9
12
7.0
5
7.3
13
7.0
5
7.3
15
ServiceNow Apps
Not enough data
9.3
73
Not enough data
9.4
73
Agentic AI - ServiceNow Store Apps
Not enough data
8.8
7
Not enough data
7.9
7
Not enough data
8.8
7
Not enough data
8.6
6
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
Feature Not Available
Agentic AI - IT Alerting
Not enough data
Feature Not Available
7.0
5
Feature Not Available
7.0
5
7.5
10
7.0
5
Feature Not Available
Not enough data
Feature Not Available
7.0
5
Feature Not Available
7.0
5
Feature Not Available
Incident Management
9.1
736
Not enough data
8.9
739
Not enough data
9.0
792
Not enough data
8.6
728
Not enough data
8.6
693
Not enough data
Reporting
8.6
774
Not enough data
8.2
637
Not enough data
8.2
616
Not enough data
Access & Usability
8.4
702
Not enough data
8.9
725
Not enough data
8.5
550
Not enough data
8.7
562
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
Categories
Categories
Shared Categories
Freshservice and xMatters are categorized as IT Alerting and Incident Management
Unique Categories
Freshservice is categorized as IT Service Management (ITSM) Tools, Enterprise IT Management, Service Desk, and Customer Self-Service
xMatters is categorized as ServiceNow Store Apps
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
xMatters
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
63.4%
Information Technology and Services
20.4%
Financial Services
9.1%
Computer Software
7.4%
Hospital & Health Care
6.5%
Banking
5.1%
Other
51.6%
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
What is xMatters Flow Designer?
1 Comment
Official Response from xMatters
Flow Designer is a visual workflow builder for incident management. With it, our customers can easily orchestrate communication across their enterprise...Read more
Is Flow Designer available for all customer subscription levels, including Free?
1 Comment
Official Response from xMatters
Yes, Flow Designer is available for all product tiers at no additional charge: Free, Starter, Base,& Advanced.We want every customer to get the most value...Read more
Who is xMatters?
1 Comment
Official Response from xMatters
xMatters is a digital service availability platform that helps enterprises prevent, manage, and resolve IT incidents. Organizations rely on xMatters to...Read more
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