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IT Help Desk vs Freshservice Comparison

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Overview

Use Comindware’s graphical Workflow Builder and Form Builder to interactively customize IT workflow processes and measure...

Category Leaders

Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change,...

  • 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

Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

19

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

No reviews

5

4

3

2

1

0

0

0

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support

5

4

3

2

1

264

133

18

7

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

Not enoughreviews yet

Pros

The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive.

JM

Joe M.

I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated. Something else I liked about FS is their asset management utility.

MS

Max S.

The integration with email is good, and we really like the mobile app as it gives us a far better ability to respond when away from the desk than email alerts.

John T.

Cons

Not enoughreviews yet

Cons

I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them.

JP

Jacob P.

Difficult to note any dislikes on the application. Any issues we have are being considered for future upgrades.

FH

Fady H.

Lack of Flexibiity to link with other products such as JIRA for example.

SW

Steve W.

  • Vendor responds to reviews
  • Last reviewN/A
  • Vendor responds to reviews
  • Last review3 days ago

Key features

  • Total features2
  • @mentions
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Approval Workflow
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automatic Lead Distribution
  • Availability Indicator
  • Barcoding/RFID
  • Billing & Invoicing
  • Bug Tracking
  • Buy Side (Suppliers)
  • CMDB
  • CRM
  • Call Center Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Complaint Management
  • Completion Tracking
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Management
  • Content Management
  • Contract Drafting
  • Contract Lifecycle Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Deadline Management
  • Depreciation Management
  • Device Auto Discovery
  • Disposal Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Portal
  • Employee Self Service
  • Event Triggered Actions
  • Feedback Management
  • Forms Management
  • Full Text Search
  • Gamification
  • Guided Problem Solving
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Network Monitoring
  • Patch Management
  • Percent-Complete Tracking
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Product Catalog
  • Project Management
  • Project Time Tracking
  • Real Time Monitoring
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Recurring Tasks
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Sell Side (Customers)
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Testing/QA Management
  • Third Party Integrations
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features148
  • @mentions
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Approval Workflow
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automatic Lead Distribution
  • Availability Indicator
  • Barcoding/RFID
  • Billing & Invoicing
  • Bug Tracking
  • Buy Side (Suppliers)
  • CMDB
  • CRM
  • Call Center Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Complaint Management
  • Completion Tracking
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Management
  • Content Management
  • Contract Drafting
  • Contract Lifecycle Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Deadline Management
  • Depreciation Management
  • Device Auto Discovery
  • Disposal Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Portal
  • Employee Self Service
  • Event Triggered Actions
  • Feedback Management
  • Forms Management
  • Full Text Search
  • Gamification
  • Guided Problem Solving
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Network Monitoring
  • Patch Management
  • Percent-Complete Tracking
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Product Catalog
  • Project Management
  • Project Time Tracking
  • Real Time Monitoring
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Recurring Tasks
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Sell Side (Customers)
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Testing/QA Management
  • Third Party Integrations
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrationsN/A
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • PrestaShop
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations77
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • PrestaShop
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM