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Customer Support · head to head

Freshservice vs Groove

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Groove logo

Groove

Customer Support

Simple, powerful support for growing businesses

From
$12/month
Rated
-
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; Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
  • They diverge on capability: Freshservice covers Incident management, Groove covers Shared inbox.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshservice and Groove actually diverge.

Attributes where Freshservice and Groove differ
AttributeFreshserviceGroove
Starting price$19/month$12/month
Founded20102011

Identical on both: pricing model (subscription), free tier (No), platforms (Web, Ios, Android), user rating (Not yet rated), category (Customer Support).

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
  • Automation
  • Microsoft Teams
  • AWS
  • Azure
  • G Suite

Only in Groove

  • Shared inbox
  • Live chat
  • Automation rules
  • Collision detection
  • Salesforce
  • Zapier
  • Trello
  • Jira

Both cover

  • Knowledge base
  • Reporting
  • Slack
  • GDPR
  • Web support
  • Ios support
  • Android 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 Groove
  • Asset management and change control for IT teamsnot Groove

Groove

  • Shared inbox and help desk ticketing for small support teamsnot Freshservice
  • Handling email, chat and messaging support in one queuenot 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

Groove

  • Billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
  • A minimum of 250 tickets a month applies, which is a $3,000 annual commitment before any usage
  • A quiet month still pays the 250 ticket floor
  • No mailbox limit is published

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

Groove

$12/month
  • Standard$12/month
    • 1 mailbox
    • Knowledge base
    • Live chat
  • Plus$20/month
    • 5 mailboxes
    • Full reporting
    • Rules
  • Pro$35/month
    • 25 mailboxes
    • Salesforce
    • Enterprise SSO

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 Groove if

  • You need shared inbox.
  • You work on Web, Ios, Android.
  • You also want live chat.
Groove review

Questions people ask

Is Freshservice or Groove better?
Neither clearly leads. Freshservice starts at $19/month and Groove at $12/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Groove?
Freshservice starts at $19/month and Groove at $12/month.
Does Freshservice or Groove run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
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 Groove is typically brought in for.
What can Freshservice do that Groove cannot?
Freshservice covers Incident management, Asset management, Change management, Automation. Groove covers Shared inbox, Live chat, Automation rules, Collision detection. Both handle Knowledge base, Reporting, Slack, GDPR.

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
Groove: How is Helply priced?

Helply uses per-ticket pricing at 1 dollar per ticket. This single price covers all features including resolutions, drafts, churn alerts, upsell flags, feature requests, and documentation.

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
Groove: Do I need to pay per team member for Helply?

No, Helply charges per ticket, not per seat. You can bring your entire team, AEs, PMs, and integrations without additional per-person charges.

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
Groove: What's included in Helply's per-ticket price?

The per-ticket price of 1 dollar includes resolutions, drafts, churn alerts, upsell flags, feature requests, documentation, and all AI capabilities with no separate add-on charges.

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
Groove: Is there a free trial for Helply?

Helply offers a free 12-minute demo walkthrough. Enterprise plans are also available for larger organizations.

Source
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