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Freshservice vs ServiceTonic Comparison (2026)
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Good recommendations?
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
ServiceTonic
4.6
(10)5
6
4
4
3
0
2
0
1
0
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release, and knowledge management tools.
ServiceTonic is a help desk software solution that centralizes support ticket and request management through multiple channels including web, mobile, email, phone, chat, and QR codes. It aligns with ITIL best practices to help IT departments effectively manage services. Key features include automation, knowledge management, and asset management.
- 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
805
5
4
3
2
1
496
268
32
7
2
- Value for money
- Ease of use
- Features
- Customer support
84%
would recommend this app4.6
10
5
4
3
2
1
6
4
0
0
0
- Value for money
- Ease of use
- Features
- Customer support
89%
would recommend this appPros
“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
Pros
Not enoughreviews yet
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
“I've tried using it to draft responses to more detailed engineering questions, and it tends to oversimplify or miss context, so I end up rewriting most of it anyway, fine for routine stuff, not something I'd trust blind.”
BM
Bheru M.
Software Engineer
“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
Cons
Not enoughreviews yet
- Vendor responds to reviews
- Last reviewa month ago
- Vendor responds to reviews
- Last review11 days ago
Key features
- Total features180
- AI Copilot
- AI Summarization
- AI/Machine Learning
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Approval Process Control
- Approval Workflow
- Archiving & Retention
- Asset Discovery
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Discovery
- Automated Responses
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Availability Management
- Barcode/Ticket Scanning
- Benchmarking
- Billing & Invoicing
- Budget Tracking
- Build Automation
- Business Impact Analysis
- Business Process Automation
- Buy Side (Suppliers)
- CMDB
- CRM
- Calendar Management
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transcription
- Call Transfer
- Call Whispering
- Caller ID
- Canned Responses
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Complaint Monitoring
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Computer Telephony Integration
- Configurable Workflow
- Configuration Automation
- Configuration Management
- Contact Management
- Content Library
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer History
- Customer Portal
- Customer Service Analytics
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Mapping
- Data Visualization
- Device Auto Discovery
- Disaster Recovery
- Discussions/Forums
- Document Automation
- Document Management
- Document Storage
- Documentation Management
- Drag & Drop
- Drag & Drop Editor
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Employee Onboarding
- Event Logs
- Event Triggered Actions
- Feedback Management
- File Management
- File Sharing
- For IT Project Management
- For Insurance Industry
- Forecasting
- Forms Management
- Full Text Search
- Generative AI
- HR Management
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Asset Tracking
- IT Cost Management
- IT Incident Management
- IT Reporting
- IT Risk Management
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Incident Reporting
- Incident Response Checklists
- Interaction Tracking
- Inventory Auditing
- Inventory Management
- Inventory Optimization
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Library
- Knowledge Management
- Lead Management
- License Inventory
- License Management
- License Tracking
- Lifecycle Management
- Live Chat
- Localization Automation
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Manual Dialer
- Mobile Access
- Mobile Alerts
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple User Accounts
- NPS Survey Structure
- On Call Scheduling
- Onboarding
- Order Management
- Outbound Call Center
- Password Management
- Patch Management
- Percent-Complete Tracking
- Performance Management
- Performance Metrics
- Performance Monitoring
- Personalization
- Policy Management
- Pre-built Templates
- Prioritization
- Problem Management
- Procurement Management
- Product Identification
- Project Management
- Project Tracking
- Purchase Order Management
- Quality Assurance
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Issues
- Relationship Mapping
- Release Management
- Remote Access & Monitoring
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update/Installation
- Renewal Management
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requirements Management
- Requisition Management
- Resource Management
- Rich Text Editor
- Risk Analysis
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Scheduled/Automated Reports
- Scheduling
- Search
- Search/Filter
- Secure Data Storage
- Security Tools
- Self Service Portal
- Sell Side (Customers)
- Sentiment Analysis
- Server Monitoring
- Service Catalog
- Service History
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Status Tracking
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Task Scheduling
- Template Management
- Templates
- Text Editing
- Third-Party Integrations
- Ticket Management
- Total features180
- AI Copilot
- AI Summarization
- AI/Machine Learning
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Approval Process Control
- Approval Workflow
- Archiving & Retention
- Asset Discovery
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Discovery
- Automated Responses
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Availability Management
- Barcode/Ticket Scanning
- Benchmarking
- Billing & Invoicing
- Budget Tracking
- Build Automation
- Business Impact Analysis
- Business Process Automation
- Buy Side (Suppliers)
- CMDB
- CRM
- Calendar Management
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transcription
- Call Transfer
- Call Whispering
- Caller ID
- Canned Responses
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Complaint Monitoring
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Computer Telephony Integration
- Configurable Workflow
- Configuration Automation
- Configuration Management
- Contact Management
- Content Library
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer History
- Customer Portal
- Customer Service Analytics
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Mapping
- Data Visualization
- Device Auto Discovery
- Disaster Recovery
- Discussions/Forums
- Document Automation
- Document Management
- Document Storage
- Documentation Management
- Drag & Drop
- Drag & Drop Editor
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Employee Onboarding
- Event Logs
- Event Triggered Actions
- Feedback Management
- File Management
- File Sharing
- For IT Project Management
- For Insurance Industry
- Forecasting
- Forms Management
- Full Text Search
- Generative AI
- HR Management
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Asset Tracking
- IT Cost Management
- IT Incident Management
- IT Reporting
- IT Risk Management
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Incident Reporting
- Incident Response Checklists
- Interaction Tracking
- Inventory Auditing
- Inventory Management
- Inventory Optimization
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Library
- Knowledge Management
- Lead Management
- License Inventory
- License Management
- License Tracking
- Lifecycle Management
- Live Chat
- Localization Automation
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Manual Dialer
- Mobile Access
- Mobile Alerts
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple User Accounts
- NPS Survey Structure
- On Call Scheduling
- Onboarding
- Order Management
- Outbound Call Center
- Password Management
- Patch Management
- Percent-Complete Tracking
- Performance Management
- Performance Metrics
- Performance Monitoring
- Personalization
- Policy Management
- Pre-built Templates
- Prioritization
- Problem Management
- Procurement Management
- Product Identification
- Project Management
- Project Tracking
- Purchase Order Management
- Quality Assurance
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Issues
- Relationship Mapping
- Release Management
- Remote Access & Monitoring
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update/Installation
- Renewal Management
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requirements Management
- Requisition Management
- Resource Management
- Rich Text Editor
- Risk Analysis
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Scheduled/Automated Reports
- Scheduling
- Search
- Search/Filter
- Secure Data Storage
- Security Tools
- Self Service Portal
- Sell Side (Customers)
- Sentiment Analysis
- Server Monitoring
- Service Catalog
- Service History
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Status Tracking
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Task Scheduling
- Template Management
- Templates
- Text Editing
- Third-Party Integrations
- Ticket Management
Integrations
- Total integrations61
- ADP Workforce Now
- AWS Lambda
- Amazon Redshift
- Azure DevOps Server
- BambooHR
- BigQuery
- Box
- ClickUp
- Copper
- Docusign
- DoneTonic
- Dropbox
- Dynamics 365
- FreshBooks
- Freshchat
- Freshdesk
- Freshsales
- FullContact
- GitHub
- Google Analytics 360
- Google Calendar
- Google Contacts
- Greenhouse
- Harvest
- HubSpot CRM
- JIRA Service Management
- Jira
- LogMeIn Rescue
- ManageEngine Endpoint Central
- ManageEngine ServiceDesk Plus
- Microsoft 365
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft Teams
- Microsoft Viva Engage
- Netskope One Platform
- OneLogin
- OpsGenie
- Oracle PeopleSoft
- PagerDuty
- Personio
- Pipedrive
- QuickBooks Online Advanced
- Rocketlane
- SAP SuccessFactors HCM
- Salesforce Sales Cloud
- Slack
- Smartsheet
- Snowflake
- SurveyMonkey
- TeamViewer ONE
- TrueCommerce PIM
- Workday HCM
- WorkflowMax
- Zabbix
- Zapier
- Zight
- Zoho CRM
- miniOrange
- monday AI Work Platform
- Total integrations1
- ADP Workforce Now
- AWS Lambda
- Amazon Redshift
- Azure DevOps Server
- BambooHR
- BigQuery
- Box
- ClickUp
- Copper
- Docusign
- DoneTonic
- Dropbox
- Dynamics 365
- FreshBooks
- Freshchat
- Freshdesk
- Freshsales
- FullContact
- GitHub
- Google Analytics 360
- Google Calendar
- Google Contacts
- Greenhouse
- Harvest
- HubSpot CRM
- JIRA Service Management
- Jira
- LogMeIn Rescue
- ManageEngine Endpoint Central
- ManageEngine ServiceDesk Plus
- Microsoft 365
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft Teams
- Microsoft Viva Engage
- Netskope One Platform
- OneLogin
- OpsGenie
- Oracle PeopleSoft
- PagerDuty
- Personio
- Pipedrive
- QuickBooks Online Advanced
- Rocketlane
- SAP SuccessFactors HCM
- Salesforce Sales Cloud
- Slack
- Smartsheet
- Snowflake
- SurveyMonkey
- TeamViewer ONE
- TrueCommerce PIM
- Workday HCM
- WorkflowMax
- Zabbix
- Zapier
- Zight
- Zoho CRM
- miniOrange
- monday AI Work Platform
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