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Customer Support · head to head

Freshservice vs Genesys Cloud

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Free plan
No
Full reviewWebsite
Genesys Cloud logo

Genesys Cloud

Telecommunications

Experience as a Service

From
$75/month
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up; Genesys Cloud all four published tiers are billed annually
  • They diverge on capability: Freshservice covers Incident management, Genesys Cloud covers Omnichannel.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshservice and Genesys Cloud actually diverge.

Attributes where Freshservice and Genesys Cloud differ
AttributeFreshserviceGenesys Cloud
Starting price$19/month$75/month
PlatformsWeb, Ios, AndroidWeb, Desktop, Ios, Android
CategoryCustomer SupportTelecommunications
Founded20101990

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 Freshservice

  • Incident management
  • Asset management
  • Change management
  • Knowledge base
  • Automation
  • Reporting
  • Slack
  • Microsoft Teams

Only in Genesys Cloud

  • Omnichannel
  • ACD
  • IVR
  • Predictive engagement
  • WFM
  • Quality management
  • Bots
  • Salesforce

Both cover

  • AWS
  • SOC2
  • ISO27001
  • HIPAA
  • Web support
  • Ios support

What people use each for

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

Freshservice

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

Genesys Cloud

  • Cloud contact centre across voice, digital and self service channelsnot Freshservice
  • Workforce engagement and routing for large support operationsnot Freshservice

Where each one falls short

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

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

Genesys Cloud

  • All four published tiers are billed annually
  • The published rates are named user licences tied to a specific person, so a shift based operation cannot share a seat
  • Concurrent user licences, which is what shift work needs, are sold at a premium above these rates
  • Entry pricing is $75 per user per month, rising to $240 on the top tier

Pricing, plan by plan

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

Genesys Cloud

$75/month
  • Genesys Cloud CX 1$75/month
    • Voice
    • IVR
    • Callback
  • Genesys Cloud CX 2$110/month
    • CX 1 + Digital
    • Quality management
    • WFM
  • Genesys Cloud CX 3$140/month
    • CX 2 + Analytics
    • Advanced AI
    • Journey management

Which should you pick?

Choose Freshservice if

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

Choose Genesys Cloud if

  • You need omnichannel.
  • You work on Web, Desktop, Ios, Android.
  • You also want acd.
Genesys Cloud review

Questions people ask

Is Freshservice or Genesys Cloud better?
Neither clearly leads. Freshservice starts at $19/month and Genesys Cloud at $75/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Genesys Cloud?
Freshservice starts at $19/month and Genesys Cloud at $75/month.
Does Freshservice or Genesys Cloud run on more platforms?
Freshservice runs on Web, Ios, Android. Genesys Cloud runs on Web, Desktop, Ios, Android.
What is Freshservice best used for?
Freshservice is most often used for it service management and internal help desk ticketing, asset management and change control for it teams. Of those, it service management and internal help desk ticketing and asset management and change control for it teams are not what Genesys Cloud is typically brought in for.
What can Freshservice do that Genesys Cloud cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Genesys Cloud covers Omnichannel, ACD, IVR, Predictive engagement. Both handle AWS, SOC2, ISO27001, 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
Genesys Cloud: What is Genesys Cloud's pricing?

Genesys Cloud offers flexible pricing to suit customer needs, allowing businesses to purchase only the capabilities needed with easy scaling options. Specific pricing details are not provided on the main product page and require visiting the dedicated pricing page or contacting Genesys directly.

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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