Freshdesk vs Freshservice Comparison Chart

Summary
Pricing
Details
Top features
Typical customers
Support options
Mobile apps
Android
iPhone/iPad
User reviews
Value for money
Ease of use
Features
Customer support
Users recommended to a colleague
Integrations
Security
Audit logs
Encryption
File sharing
Security alerts
Access control
Data policy
Social presence
Facebook
Twitter


Reviews

Anonymous
(Financial Services company, 201-500 employees)

Love FreshDesk!

2018-02-09

Pros

Before upgrading to FreshService, I used FreshDesk on a daily basis.

Cons

There were intermittent issues that came and went. They were frustrating, but easy enough to work through.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Anonymous
(Music company, 201-500 employees)

Nice simple helpdesk/customer support solution

2019-04-16

More suited to providing support for an online store/service than an IT helpdesk

Pros

I've been trialling multiple IT helpdesk solutions and freshdesk really stands out as a great option for a couple of reasons. Offer a free tier Pricing is fairly reasonable for advanced features Has an extremely simple, clear UI which makes "getting on with the job" much easier

Cons

For an IT helpdesk system, freshdesk is quite limited but this makes sense when you see they offer a more advanced system called freshservice

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Dawie Maree

Does what it says on the label in a very easy to use manner!

2019-03-28

Positive!! Intuitive, fun, easy to use but with exceptional behind the scenes system functionality

Pros

The user interface is very well developed. You do not need to watch training videos, or ask questions of support, if you want to do something, just navigate to where you think the functionality will be, and 9/10 times, that is where it is. The software is remarkably intuitive! The developers have also been in the game for a long time. It seems that they have already thought of everything. Therefore the functionality is at a very high calibre.

Cons

If you are an IT company/department, then you need much more functionality out of your ticket system and for that the developers of Freshdesk also have an outstanding solution called FreshService.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Rodrigo Fernandez de Lara Gastelum

Even better than Freshdesk, love the extra features!

2018-04-03

Better that the similar options on the market

Pros

Been a Freshdesk for a while, Freshservice is way better, don't get me wrong I was a happy Freshdesk customer but I love the extra features

Cons

None so far, it's been a great experience so far, the extra features are great, saves me a lot of time and I don't have to use other products

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Anonymous
A verified reviewer

Overall I am very pleased with Freshservice. The automations available are the key feature!

2018-04-11

Enables a team of 8 to keep up to the demands of 14,000 end users easily and effectively.

Pros

Ticket automation. Site functionality aimed to save techs time is fantastic. Service Request portal for end users offer a great experience.

Cons

Integrations in Freshservice are still not up to speed with that of it's big brother, Freshdesk by Freshworks.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Tim Martin

Awesome modern tool

2018-12-21

Was actually hoping to get a similar version to our HR team running ADP workforce now.

Pros

It’s not often you hear about software that works well. Our help desk team loves working with this tool.

Cons

No Remote Desktop support included but you can purchase add-ons from screenconnect and have that tool integrate right into freshdesk.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Bart Gestels

Just using it for 3 weeks as an administrator and comes up as very user friendly

2018-02-21

Pros

An agent who started this week started using it at his first day. Whit 1 hour training he could start using Freshservice ticketing. Very intuitive and easy to use.

Cons

Currently there is no translate possible inside Freshservice, it's available in Freshdesk. If I'm well informed they are working on it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Azri Yahaya

It pretty much help us keep track with the task at hand as well as what being done by our colleague

2018-03-29

Pros

Easy to be use and navigate Ticket being stacked nicely and can be merge unlike some other ticketing services

Cons

Lack of remote service integration unlike Freshdesk Lack of customization for Canned Response placeholder Lack of customization for Service Catalog items

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Benjamin RE

For the price the best you can get

2018-03-12

Pros

Freshdesk is a very complete and modern suite.

Cons

In some cases it's not as flexible as the bigger names. Hardly any customisation in workflows for instance. For small companies that need straightforward helpdesk software it's fine.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Delano Raby

User experience is great using Freshdesk

2018-03-02

Pros

Freshdesk brings innovation to manage customer queries and manage assets.

Cons

Freshdesk is not able to scan the information in an IP phone.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Anonymous
( company, 11-50 employees)

Superb!

2018-03-20

Pros

Intuitive UI, functional automation, customizability, ease of set up, mobile support, and discovery. -- Yes! The Discovery probe and agent, which is very very practical in monitoring our company assets.

Cons

But if I'd have to suggest a thing, I'd say customizable dashboards like that of Freshdesk.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Pham Anh Tuan

Freshservice is very good

2018-04-05

Pros

You think of Freshservice as the enterprise-oriented sibling to the small business-oriented Freshdesk. Easy to navigate and use.

Cons

Lacks social media integration. Geared toward internal users only. There is no integration between Freshworks products.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Anonymous
(Computer & Network Security company, 51-200 employees)

IT Oriented CRM is a winner

2018-09-13

Pros

The ease of use, integration, and ability to provide the IT department with a positive user facing ticketing software, is an unparalleled boon.

Cons

Unlike its FreshDesk cousin, many of the features from that iteration are removed or unavailable.

Rating breakdown

Value for money
Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Anonymous
(Computer Software company, 11-50 employees)

Service and ITIL

2019-04-02

Pros

Great service desk... all features of Freshdesk plus all the capabilities and functionalities of ITIL under one single solution.

Cons

For large companies it might be really expensive, depending on the amount of assets.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Gabriel Lawrence

I can't believe what they give away free!

2016-10-13

We needed something quite simple, but Freshdesk has loads of features, and their free version is very generous.

Pros

Price, simplicity of the UI, features

Cons

Haven't found any yet.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Anonymous
( company, 201-500 employees)

The product as well as the sales and support teams have been outstanding.

2018-03-21

Pros

Its and easy to learn and configure product with a comprehensive set of features. The SSO integration with Azure AD is well done and the service catalog, asset/inventory/contract and solutions features are basic, but well-done and hit all the important points.

Cons

I'd like to see some of the FreshDesk features such as phone support make it into the FreshService product.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Anonymous
(Printing company, 11-50 employees)

Overall, it is pretty good but missing some integration that we are looking for.

2018-04-03

Organization and tracking

Pros

UI is easy to use. I can see the computers in the network with the discovery agent and keep track of the HW and SW.

Cons

Missing chat option, hard to integrate to other software like Jira and Livechat since the native chat integration is with FreshDesk, we are being forced to purchase it to get chat.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Wayne Thomson

No Competition - Ideal Platform

2018-03-26

Pros

I have used FreshDesk and FreshService now in three different project.

Cons

I have no negatives at this stage, I find it does exactly what I require and I get a good response from the team.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Cristian Scarafiotti

The cloud ticketing solution allows us to provide a quality service with added value to our customer

2018-05-13

Reduction of customer waiting time, centralized management of the fleet, focus on the work to be carried out and not on the one lost to make it happen.

Pros

Management of the tickets integrated with the inventory of the devices. Excellent archive of solutions that allows users to get by in simpler operations, and technicians to view confidential solutions. If it could be integrated with automation solutions (timesheet.io/fattureincloud/teamviewer/etc.) It would be exceptional.

Cons

Less rewarding ticketing solution than the FreshDESK version (Why then keep two solutions?).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more