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Freshdesk vs Freshservice

Freshdesk logo

Freshdesk

All industries

Delight your customers, effortlessly

From
$19/month
Rated
-
Full reviewWebsite
Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Freshdesk growth tier lacks multilingual helpdesk and custom reporting dashboards; 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: Freshdesk covers Ticketing, Freshservice covers Incident management.

Where they differ

Only the attributes on which Freshdesk and Freshservice actually diverge.

Attributes where Freshdesk and Freshservice differ
AttributeFreshdeskFreshservice
PlatformsWebWeb, Ios, Android
CategoryAll industriesCustomer Support

Identical on both: starting price ($19/month), pricing model (subscription), free tier (No), user rating (Not yet rated), founded (2010).

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 Freshdesk

  • Ticketing
  • Self-service
  • Team collaboration
  • Multi-channel support
  • SLA management
  • Mobile apps
  • Salesforce
  • Jira

Only in Freshservice

  • Incident management
  • Asset management
  • Change management
  • Knowledge base
  • AWS
  • Azure
  • G Suite
  • Web support

Both cover

  • Automation
  • Reporting
  • Slack
  • Microsoft Teams
  • SOC2
  • ISO27001
  • HIPAA
  • GDPR

What people use each for

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

Freshdesk

  • Help desk and ticketing systemnot Freshservice
  • Customer support portal and knowledge basenot Freshservice
  • Multi-channel support coordinationnot Freshservice
  • AI-assisted support agent interactionnot Freshservice

Freshservice

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

Where each one falls short

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

Freshdesk

  • Growth tier lacks multilingual helpdesk and custom reporting dashboards
  • Skill-based routing available only on Enterprise tier
  • Freddy AI Copilot requires separate £29/agent/month add-on on Pro and Enterprise plans
  • AI agent sessions charged beyond initial 500 sessions: £49 per additional 100 sessions
  • Day passes for non-agents vary by tier: £2 (Growth), £7 (Pro), £12 (Enterprise)

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

Freshdesk

$19/month

No published plan breakdown. See the Freshdesk review.

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 Freshdesk if

  • You need ticketing.
  • You also want self-service.
Freshdesk 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 Freshdesk or Freshservice better?
Neither clearly leads. Freshdesk starts at $19/month and Freshservice at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshdesk or Freshservice?
Freshdesk starts at $19/month and Freshservice at $19/month.
Does Freshdesk or Freshservice run on more platforms?
Freshdesk runs on Web. Freshservice runs on Web, Ios, Android.
What is Freshdesk best used for?
Freshdesk is most often used for help desk and ticketing system, customer support portal and knowledge base, multi-channel support coordination, ai-assisted support agent interaction. Of those, help desk and ticketing system and customer support portal and knowledge base are not what Freshservice is typically brought in for.
What can Freshdesk do that Freshservice cannot?
Freshdesk covers Ticketing, Self-service, Team collaboration, Multi-channel support. Freshservice covers Incident management, Asset management, Change management, Knowledge base. Both handle Automation, Reporting, Slack, Microsoft Teams.
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