Compare Freshdesk vs. Freshservice

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Freshdesk Logo
2,501 views|2,070 comparisons
Freshservice Logo
1,824 views|1,336 comparisons
Most Helpful Review
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Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: December 2020.
454,950 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The organization that is possible with other departments is the solution's most valuable aspect."

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"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system.""The overall functionality of the product is excellent."

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Cons
"Technical support is not the best. It could be much, much better and offer better support to users."

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"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan.""The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

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Pricing and Cost Advice
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"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan.""The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

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Questions from the Community
Top Answer: The organization that is possible with other departments is the solution's most valuable aspect.
Top Answer: In terms of features, I can't think of anything that's lacking. It's a solid solution. I've only been using the solution for four months. It hasn't been long enough for me to know everything about the… more »
Top Answer: We primarily use the solution for issue ticketing.
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Ranking
13th
out of 53 in Help Desk Software
Views
2,501
Comparisons
2,070
Reviews
1
Average Words per Review
297
Rating
10.0
11th
out of 53 in Help Desk Software
Views
1,824
Comparisons
1,336
Reviews
2
Average Words per Review
855
Rating
8.5
Popular Comparisons
Compared 22% of the time.
Compared 17% of the time.
Compared 6% of the time.
Compared 4% of the time.
Compared 38% of the time.
Compared 9% of the time.
Compared 5% of the time.
Also Known As
Flint
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Freshworks
Freshworks
Overview
Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

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Sample Customers
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, MovemberSinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Top Industries
VISITORS READING REVIEWS
Computer Software Company28%
Comms Service Provider14%
Retailer11%
Educational Organization6%
VISITORS READING REVIEWS
Computer Software Company24%
Comms Service Provider18%
Media Company11%
Healthcare Company7%
Company Size
REVIEWERS
Small Business67%
Midsize Enterprise33%
REVIEWERS
Small Business71%
Midsize Enterprise14%
Large Enterprise14%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: December 2020.
454,950 professionals have used our research since 2012.

Freshdesk is ranked 13th in Help Desk Software with 1 review while Freshservice is ranked 11th in Help Desk Software with 2 reviews. Freshdesk is rated 10.0, while Freshservice is rated 8.6. The top reviewer of Freshdesk writes "Stable and scalable with a straightforward setup". On the other hand, the top reviewer of Freshservice writes "Easy to use and implement with a good user interface". Freshdesk is most compared with JIRA Service Desk, ServiceNow, Microsoft Dynamics CRM, Atlassian Confluence and ManageEngine ServiceDesk Plus, whereas Freshservice is most compared with ServiceNow, JIRA Service Desk, ManageEngine ServiceDesk Plus, Zendesk Guide and ConnectWise Automate.

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