Compare Freshservice and Helpdesk 365 
Featured Products
At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Mid-Market (76.7% of reviews)
Entry-Level Pricing
$19.00
Starting at $11.99
Freshservice
Star Rating
(1,314)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 plansHelpdesk 365
Star Rating
(198)4.7 out of 5
Market Segments
Mid-Market (76.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $11.99
Free Trial is available
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshservice excels in providing visibility into IT operations, with users appreciating its service portal that streamlines employee inquiries. This feature has significantly improved internal processes, allowing teams to submit tickets easily for various needs.
- Users say Helpdesk 365 stands out for its intuitive interface and customization options, which allow for a tailored experience. Reviewers highlight the platform's ability to enhance communication between teams and reduce resolution times through automated workflows.
- According to verified reviews, Freshservice has a higher overall satisfaction score, reflecting its strong performance in areas like ease of use and support quality. Users have noted the convenience of receiving updates on service tickets via mobile, which adds to its user-friendly experience.
- Reviewers mention that Helpdesk 365's configuration capabilities are a significant advantage, enabling users to adapt the system to their specific workflows. This flexibility is particularly appreciated by teams looking for a customizable help desk solution.
- G2 reviewers highlight Freshservice's robust reporting and analytics features, which provide valuable insights into IT performance. Users have expressed satisfaction with the detailed analytics that aid in better decision-making, making it a strong choice for data-driven organizations.
- Users report that while Helpdesk 365 offers solid features, it sometimes falls short in areas like asset management and ticket prioritization compared to Freshservice. This can impact teams that rely heavily on these functionalities for efficient operations.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Helpdesk 365
Standard
Starting at $11.99
per user / month, billed yearly
- 25 ticket requesters
- 2 Support tickets per year
- Free updates via Microsoft store
Free Trial
Freshservice
Free Trial is available
Helpdesk 365
Free Trial is available
Ratings
Meets Requirements
8.9
1,172
9.2
62
Ease of Use
9.2
1,175
9.4
194
Ease of Setup
8.8
958
9.2
119
Ease of Admin
9.0
959
8.7
30
Quality of Support
9.0
1,132
9.7
61
Has the product been a good partner in doing business?
9.1
934
9.3
29
Product Direction (% positive)
9.5
1,159
9.8
60
Features by Category
Ticket and Case Management
Not enough data
9.2
10
Not enough data
8.8
10
Not enough data
9.3
9
Not enough data
9.1
9
Not enough data
9.4
8
Not enough data
8.8
10
Not enough data
9.3
9
Not enough data
8.3
7
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
9.0
8
Not enough data
9.0
10
Not enough data
7.2
9
Not enough data
7.1
8
Not enough data
6.9
7
Platform
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
9.7
10
Not enough data
8.3
9
Not enough data
8.7
9
Not enough data
8.3
9
Administration
8.6
321
|
Verified
9.2
6
8.4
345
|
Verified
7.8
6
8.4
373
|
Verified
8.9
6
Service Desk
9.4
403
|
Verified
9.4
6
9.1
376
|
Verified
9.4
6
8.8
369
|
Verified
8.6
6
Management
8.5
312
|
Verified
8.1
6
8.9
318
|
Verified
8.3
6
8.8
282
|
Verified
8.1
6
8.5
286
|
Verified
7.5
6
8.1
229
|
Verified
7.2
6
Functionality
9.4
334
|
Verified
8.9
6
8.7
270
|
Verified
8.1
6
8.7
267
|
Verified
7.2
6
8.8
303
|
Verified
7.8
6
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
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
108
Not enough data
8.1
130
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
8.9
32
8.9
740
9.3
32
9.0
794
9.2
32
8.6
730
8.8
30
8.6
694
9.0
30
Reporting
8.6
775
8.9
31
8.2
638
8.6
30
8.2
617
8.3
30
Access & Usability
8.4
703
8.2
30
8.9
726
9.0
33
8.5
551
9.1
30
8.7
563
8.7
29
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 Helpdesk 365 are categorized as IT Service Management (ITSM) Tools, Service Desk, and Customer Self-Service
Unique Categories
Freshservice is categorized as IT Asset Management, IT Alerting, Incident Management, Enterprise IT Management, and Configuration Management
Helpdesk 365 is categorized as Help Desk
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Helpdesk 365
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
5.6%
Construction
4.4%
Education Management
3.6%
Hospital & Health Care
3.5%
Other
63.3%
Insurance
12.1%
Computer & Network Security
8.6%
Information Technology and Services
7.6%
Computer Software
5.1%
Non-Profit Organization Management
4.0%
Other
62.6%
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 HR365 - Helpdesk used for?
1 Comment
Official Response from Helpdesk 365
HR365 - Helpdesk is a comprehensive ticketing solution designed for employee support, IT service management, and customer service—both within and outside...Read more
Helpdesk 365 has no more discussions with answers
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