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Telecommunications · head to head

8x8 vs Freshservice

8x8 logo

8x8

Telecommunications

Enterprise-grade unified communications

From
$29.99/month
Free plan
No
Full reviewWebsite
Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: 8x8 listed on UK G-Cloud 14 at £2.65 to £113.40 per user per month for 8x8 Hosted PBX, submitted directly by 8x8 UK Limited; Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • They diverge on capability: 8x8 covers Voice calling, Freshservice covers Incident management.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which 8x8 and Freshservice actually diverge.

Attributes where 8x8 and Freshservice differ
Attribute8x8Freshservice
Starting price$29.99/month$19/month
PlatformsWeb, Windows, Macos, Ios, AndroidWeb, Ios, Android
CategoryTelecommunicationsCustomer Support
Founded19872010

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in 8x8

  • Voice calling
  • Video meetings
  • Team messaging
  • Call recording
  • Voicemail
  • Call routing
  • Analytics
  • Salesforce

Only in Freshservice

  • Incident management
  • Asset management
  • Change management
  • Knowledge base
  • Automation
  • Reporting
  • AWS
  • Azure

Both cover

  • Microsoft Teams
  • Slack
  • SOC2
  • HIPAA
  • ISO27001
  • Web support
  • Ios support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

8x8

  • Business communicationnot Freshservice
  • Customer contactnot Freshservice
  • Remote worknot Freshservice
  • Continuitynot Freshservice

Freshservice

  • IT service management and internal help desk ticketingnot 8x8
  • Asset management and change control for IT teamsnot 8x8

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

8x8

  • Listed on UK G-Cloud 14 at £2.65 to £113.40 per user per month for 8x8 Hosted PBX, submitted directly by 8x8 UK Limited

Freshservice

  • Change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • Every plan includes only 100 ITAM asset units, with more sold separately regardless of tier
  • Orchestration transactions are metered monthly, from 1,000 on Starter to 20,000 on Enterprise, with extra packs at $250 per 1,000
  • The Freddy AI copilot is a $29 per agent per month add on on top of Pro or Enterprise
  • Sandbox and audit logs are Enterprise only, which carries no published price

Pricing, plan by plan

8x8

$29.99/month
  • Pro$29.99/month
    • Calling and meetings
    • Video conferencing
    • Team messaging
  • Enterprise$undefined/month
    • Everything in Pro
    • Advanced analytics
    • Dedicated support

Freshservice

$19/month
  • Starter$19/month
    • Incident management
    • Knowledge base
    • Self-service portal
  • Growth$49/month
    • Asset management
    • Approval workflows
    • SLA management
  • Pro$95/month
    • Problem management
    • Change management
    • Release management
  • Enterprise$119/month
    • Freddy AI
    • Audit logs
    • Custom SSL

Which should you pick?

Choose 8x8 if

  • You need voice calling.
  • You work on Web, Windows, Macos, Ios, Android.
  • You also want video meetings.
8x8 review

Choose Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

Questions people ask

Is 8x8 or Freshservice better?
Neither clearly leads. 8x8 starts at $29.99/month and Freshservice at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, 8x8 or Freshservice?
8x8 starts at $29.99/month and Freshservice at $19/month.
Does 8x8 or Freshservice run on more platforms?
8x8 runs on Web, Windows, Macos, Ios, Android. Freshservice runs on Web, Ios, Android.
What is 8x8 best used for?
8x8 is most often used for business communication, customer contact, remote work, continuity. Of those, business communication and customer contact are not what Freshservice is typically brought in for.
What can 8x8 do that Freshservice cannot?
8x8 covers Voice calling, Video meetings, Team messaging, Call recording. Freshservice covers Incident management, Asset management, Change management, Knowledge base. Both handle Microsoft Teams, Slack, SOC2, HIPAA.

Answered from the vendors’ own pages

Freshservice: How much does Freshservice cost?

Freshservice is priced per agent per month on annual billing: Starter at $19, Growth at $49 and Pro at $99. Enterprise is quoted by sales. Freshworks states annual billing is 20% cheaper than monthly.

Source
Freshservice: Does Freshservice have a free trial?

Yes. Freshworks states you get free unrestricted access to all features available in Freshservice for 14 days after sign up, plus 3 free Day Passes for occasional agents.

Source
Freshservice: Which Freshservice plan includes change management?

Problem management, change management, major incident management and release management all start on the Pro plan at $99 per agent per month. The Growth plan at $49 covers service catalog, SLA and on-call management.

Source
Freshservice: How much does Freddy AI cost on Freshservice?

Freddy AI Copilot is an optional add-on at $29 per agent per month on the Pro plan. The Freddy AI Agent in its Classic form is included on the Enterprise plan.

Source
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