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Freshdesk vs Freshservice Comparison (2026)
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Good recommendations?
Freshdesk
4.5
(3.4K)5
2K
4
1.2K
3
166
2
33
1
18
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Freshservice
4.5
(805)5
496
4
268
3
32
2
7
1
2
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
Freshdesk helps businesses offer stellar customer service by combining omnichannel ticket management with helpdesk automations, SLA ...
Freshservice offers complete ITSM workflow automation with best-in-class ticketing, powerful CMDB, Service Catlog, KnowledgeBase & more for your Service Desk.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
User reviews
4.5
3.4K
5
4
3
2
1
2K
1.2K
166
33
18
- Value for money
- Ease of use
- Features
- Customer support
81%
would recommend this app4.5
805
5
4
3
2
1
496
268
32
7
2
- Value for money
- Ease of use
- Features
- Customer support
84%
would recommend this appPros
“Freshdesk makes our customer support operations seamless with its wide range of features such as ticketing, knowledge base management, and command center capabilities, helping teams manage customer interactions more efficiently.”
MP
Manijith P.
Graphics Hardware Engineer
“Freshdesk helped the team manage customer inquiries and internal requests more efficiently through its structured ticketing system, automation features, and clear communication flow.”
JD
Johny D.
CSO and Helpdesk Global Lead
“I've used it for almost a year in a customer support role, and it has helped streamline daily workflows through its clean UI, reporting features, and support tools.”
CL
CH L.
Customer experience specialist
Pros
“The biggest value for us has been the flexibility of the ticketing system, the reporting capabilities, and the ability to centralize multiple operational functions into one platform.”
EG
Erin G.
Director of IT
“It provides a solid set of features that support IT service management and helps streamline operations. While there is still room to improve our understanding of all its capabilities, it has been an effective tool in supporting our day-to-day processes”
MN
Marcela N.
Service Analatycx
“We use Freshservice not only for incident and service request management but also for workflow automation and integrations with Active Directory and other internal systems.”
DB
Denis B.
IT Service Manager
Cons
“The interface feels cluttered and messy at times, and the workflows can be confusing and difficult to navigate, especially when managing different features and settings.”
KA
Kosana A.
QA Analyst
“Some advanced automations and setting up certain integrations can be a bit complex at first if you don't have a technical background.”
PG
Pablo G.
Customer Support
“When viewing the ticket, there does not appear to be enough opportunities for some information to be provided, like the friendly name of the company.”
Jesse Z.
Software Developer
Cons
“We’ve also experienced issues with integrations and workflows, including Slack form auto-fill problems, limited SLA dashboard widgets, and bugs within the onboarding journey process that have slowed adoption.”
EG
Erin G.
Director of IT
“The CMDB functionality had several issues, and the overall Freshservice UI can be difficult to navigate. While the ticketing features are simple and user-friendly, other modules do not feel as intuitive or streamlined.”
RA
Rajesh A.
Project manager
“The text editor can sometimes feel clunky or inconsistent when trying to align images, adjust fonts, or maintain clean styling across different articles.”
JK
Justin K.
Director Of Support and Data Center Operations
- Vendor responds to reviews
- Last review10 days ago
- Vendor responds to reviews
- Last review10 days ago
Key features
- Total features104
- AI Copilot
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Adaptive Learning
- Adaptive Responses
- Alerts/Escalation
- Alerts/Notifications
- All-Employee Access
- Analytics
- Approval Process Control
- Approval Workflow
- Artificial Intelligence
- Asset Discovery
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Assignments and Tasks
- Attachments/Screencasts
- Audit Management
- Audit Trail
- Automated Discovery
- Automated Responses
- Automated Routing
- Automated Ticket Resolution
- Automated response
- Automation
- Autonomous Task Execution
- Barcode/Ticket Scanning
- Billing & Invoicing
- Branding
- Budget Tracking
- Build Automation
- Business Impact Analysis
- Buy Side (Suppliers)
- CMDB
- CRM
- Calendar Management
- Call Scripting
- Canned Responses
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Client Portal
- Co-Browsing
- Collaboration Tools
- Commenting/Notes
- Communications Strategy Development
- Community Forums
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Content Management
- Contextual Engagement
- Contextual Response Generation
- Contract Drafting
- Contract/License Management
- Conversation Archiving
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Create Content
- Cross-system Integration
- Customer Complaint Tracking
- Customer Database
- Customer Interaction Automation
- Customer Profiles
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Visualization
- Decision Making
- Device Auto Discovery
- Disaster Recovery
- Document Automation
- Document Management
- Document Processing
- Document Storage
- Documentation Management
- Drag & Drop
- Drag & Drop Editor
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Email Tracking
- Email to Case
- Employee Onboarding
- Escalation Handling
- Event Logs
- Feedback Collection
- Feedback Management
- File Sharing
- For IT Project Management
- Forecasting
- Forms Management
- Full Text Search
- HR Management
- Help Desk
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IT Incident Management
- IT Reporting
- Inbound Identification
- Incident Management
- Incident Reporting
- Incident Response Checklists
- Independent Decision Making
- Integrations
- Intelligent Routing
- Internal Discussion
- Inventory Auditing
- Inventory Management
- Inventory Optimization
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base
- Knowledge Base Management
- Knowledge Base Utilization
- Knowledge Library
- Knowledge Management
- Lead Development
- License Inventory
- License Management
- License Tracking
- Live Chat
- Macros
- Maintenance Management
- Maintenance Scheduling
- Mentions
- Mobile Access
- Mobile Alerts
- Mobile App
- Mobile Optimization
- Mobile User Support
- Monitoring
- Multi-Channel Communication
- Multi-Channel Coverage
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multi-step Planning
- Multilingual Support
- Multiple User Accounts
- Natural Language Interaction
- Notes
- Notifications
- Omnichannel
- On Call Scheduling
- Onboarding
- Open Listening
- Order Management
- Password Management
- Patch Management
- Percent-Complete Tracking
- Performance Metrics
- Performance Monitoring
- Performance Tracking
- Personalization
- Phone
- Physical Media
- Policy Management
- Pre-built Templates
- Prioritization
- Priority Case Alerts
- Proactive Assistance
- Proactive Chat
- Proactive Customer Outreach
- Proactive Engagement
- Problem Management
- Problem Solving
- Procurement Management
- Product Identification
- Project Management
- Project Tracking
- Purchase Order Management
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Updates
- Recurring Issues
- Regulatory Compliance
- Relationship Mapping
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update/Installation
- Renewal Management
- Reporting
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requirements Management
- Requisition Management
- Resource Management
- Risk Analysis
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Scheduled/Automated Reports
- Scheduling
- Seamless Escalation
- Search
- Search/Filter
- Searchable Articles
- Secure Data Storage
- Security Tools
- Self Service Portal
- Self-Serve Support
- Sell Side (Customers)
- Sentiment Analysis
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Social
- Social Media Integration
- Status Tracking
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Supporting Documents
- Survey/Poll Management
- Surveys
- Surveys & Feedback
- Tagging
- Tagging System
- Targeted Emails
- Task Execution
- Task Management
- Task Progress Tracking
- Team Inbox
- Templates
- Text
- Third-Party Integrations
- Ticket Collaboration
- Ticket Creation User Experience
- Ticket Response User Experience
- Tickets
- Transcripts
- Trend Analysis
- Trends
- Two-Way Communication
- User, Role, and Access Management
- Visitor Activity
- Voice
- Workflow
- Workflow Optimization
- Workflows
- Total features180
- AI Copilot
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Adaptive Learning
- Adaptive Responses
- Alerts/Escalation
- Alerts/Notifications
- All-Employee Access
- Analytics
- Approval Process Control
- Approval Workflow
- Artificial Intelligence
- Asset Discovery
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Assignments and Tasks
- Attachments/Screencasts
- Audit Management
- Audit Trail
- Automated Discovery
- Automated Responses
- Automated Routing
- Automated Ticket Resolution
- Automated response
- Automation
- Autonomous Task Execution
- Barcode/Ticket Scanning
- Billing & Invoicing
- Branding
- Budget Tracking
- Build Automation
- Business Impact Analysis
- Buy Side (Suppliers)
- CMDB
- CRM
- Calendar Management
- Call Scripting
- Canned Responses
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Client Portal
- Co-Browsing
- Collaboration Tools
- Commenting/Notes
- Communications Strategy Development
- Community Forums
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Content Management
- Contextual Engagement
- Contextual Response Generation
- Contract Drafting
- Contract/License Management
- Conversation Archiving
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Create Content
- Cross-system Integration
- Customer Complaint Tracking
- Customer Database
- Customer Interaction Automation
- Customer Profiles
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Visualization
- Decision Making
- Device Auto Discovery
- Disaster Recovery
- Document Automation
- Document Management
- Document Processing
- Document Storage
- Documentation Management
- Drag & Drop
- Drag & Drop Editor
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Email Tracking
- Email to Case
- Employee Onboarding
- Escalation Handling
- Event Logs
- Feedback Collection
- Feedback Management
- File Sharing
- For IT Project Management
- Forecasting
- Forms Management
- Full Text Search
- HR Management
- Help Desk
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IT Incident Management
- IT Reporting
- Inbound Identification
- Incident Management
- Incident Reporting
- Incident Response Checklists
- Independent Decision Making
- Integrations
- Intelligent Routing
- Internal Discussion
- Inventory Auditing
- Inventory Management
- Inventory Optimization
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base
- Knowledge Base Management
- Knowledge Base Utilization
- Knowledge Library
- Knowledge Management
- Lead Development
- License Inventory
- License Management
- License Tracking
- Live Chat
- Macros
- Maintenance Management
- Maintenance Scheduling
- Mentions
- Mobile Access
- Mobile Alerts
- Mobile App
- Mobile Optimization
- Mobile User Support
- Monitoring
- Multi-Channel Communication
- Multi-Channel Coverage
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multi-step Planning
- Multilingual Support
- Multiple User Accounts
- Natural Language Interaction
- Notes
- Notifications
- Omnichannel
- On Call Scheduling
- Onboarding
- Open Listening
- Order Management
- Password Management
- Patch Management
- Percent-Complete Tracking
- Performance Metrics
- Performance Monitoring
- Performance Tracking
- Personalization
- Phone
- Physical Media
- Policy Management
- Pre-built Templates
- Prioritization
- Priority Case Alerts
- Proactive Assistance
- Proactive Chat
- Proactive Customer Outreach
- Proactive Engagement
- Problem Management
- Problem Solving
- Procurement Management
- Product Identification
- Project Management
- Project Tracking
- Purchase Order Management
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Updates
- Recurring Issues
- Regulatory Compliance
- Relationship Mapping
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update/Installation
- Renewal Management
- Reporting
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requirements Management
- Requisition Management
- Resource Management
- Risk Analysis
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Scheduled/Automated Reports
- Scheduling
- Seamless Escalation
- Search
- Search/Filter
- Searchable Articles
- Secure Data Storage
- Security Tools
- Self Service Portal
- Self-Serve Support
- Sell Side (Customers)
- Sentiment Analysis
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Social
- Social Media Integration
- Status Tracking
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Supporting Documents
- Survey/Poll Management
- Surveys
- Surveys & Feedback
- Tagging
- Tagging System
- Targeted Emails
- Task Execution
- Task Management
- Task Progress Tracking
- Team Inbox
- Templates
- Text
- Third-Party Integrations
- Ticket Collaboration
- Ticket Creation User Experience
- Ticket Response User Experience
- Tickets
- Transcripts
- Trend Analysis
- Trends
- Two-Way Communication
- User, Role, and Access Management
- Visitor Activity
- Voice
- Workflow
- Workflow Optimization
- Workflows
Integrations
- Total integrations42
- ADP Workforce Now
- AWS Lambda
- Airtable
- Amazon Redshift
- Asana
- Azure DevOps Server
- BambooHR
- BigQuery
- Bitrix24
- Box
- Calendly
- Chargebee
- Claris FileMaker
- ClickUp
- CloudTalk
- Copper
- Docusign
- Dropbox
- Dynamics 365
- FreshBooks
- Freshcaller
- Freshchat
- Freshdesk
- Freshsales
- FullContact
- Gainsight Customer Success
- GitHub
- Google Analytics 360
- Google Calendar
- Google Contacts
- Google Workspace
- Greenhouse
- Harvest
- HubSpot CRM
- Intuit Mailchimp Email Marketing
- JIRA Service Management
- Jira
- Jotform
- Linear
- LogMeIn Rescue
- ManageEngine Endpoint Central
- ManageEngine ServiceDesk Plus
- Microsoft 365
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Outlook
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft Teams
- Microsoft Viva Engage
- MightyCall
- Netskope One Platform
- Okta
- OneLogin
- OpsGenie
- Oracle PeopleSoft
- PDQ Deploy & Inventory
- PagerDuty
- Personio
- Pipedrive
- Pivotal Tracker
- Planhat
- QuickBooks Online Advanced
- Rocketlane
- SAP SuccessFactors HCM
- STORIS
- Salesforce Sales Cloud
- Salesforce Service Cloud
- ServiceNow
- Shopify
- Slack
- Smartsheet
- Snowflake
- SparkTG VCC
- SurveyMonkey
- SurveySparrow
- TeamViewer ONE
- Textline
- Tidy
- Trello
- TrueCommerce PIM
- Trustpilot
- Twilio
- Unicommerce
- WordPress
- Workable
- Workday HCM
- WorkflowMax
- Zabbix
- Zapier
- Zight
- Zoho CRM
- Zoho Mail
- Zoom Workplace
- miniOrange
- monday AI Work Platform
- monday CRM
- Total integrations65
- ADP Workforce Now
- AWS Lambda
- Airtable
- Amazon Redshift
- Asana
- Azure DevOps Server
- BambooHR
- BigQuery
- Bitrix24
- Box
- Calendly
- Chargebee
- Claris FileMaker
- ClickUp
- CloudTalk
- Copper
- Docusign
- Dropbox
- Dynamics 365
- FreshBooks
- Freshcaller
- Freshchat
- Freshdesk
- Freshsales
- FullContact
- Gainsight Customer Success
- GitHub
- Google Analytics 360
- Google Calendar
- Google Contacts
- Google Workspace
- Greenhouse
- Harvest
- HubSpot CRM
- Intuit Mailchimp Email Marketing
- JIRA Service Management
- Jira
- Jotform
- Linear
- LogMeIn Rescue
- ManageEngine Endpoint Central
- ManageEngine ServiceDesk Plus
- Microsoft 365
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Outlook
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft Teams
- Microsoft Viva Engage
- MightyCall
- Netskope One Platform
- Okta
- OneLogin
- OpsGenie
- Oracle PeopleSoft
- PDQ Deploy & Inventory
- PagerDuty
- Personio
- Pipedrive
- Pivotal Tracker
- Planhat
- QuickBooks Online Advanced
- Rocketlane
- SAP SuccessFactors HCM
- STORIS
- Salesforce Sales Cloud
- Salesforce Service Cloud
- ServiceNow
- Shopify
- Slack
- Smartsheet
- Snowflake
- SparkTG VCC
- SurveyMonkey
- SurveySparrow
- TeamViewer ONE
- Textline
- Tidy
- Trello
- TrueCommerce PIM
- Trustpilot
- Twilio
- Unicommerce
- WordPress
- Workable
- Workday HCM
- WorkflowMax
- Zabbix
- Zapier
- Zight
- Zoho CRM
- Zoho Mail
- Zoom Workplace
- miniOrange
- monday AI Work Platform
- monday CRM
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