Customer Support · head to head
Freshservice vs Groove
Groove
Customer Support
Simple, powerful support for growing businesses
- From
- $12/month
- Rated
- -
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.
Where they differ
Only the attributes on which Freshservice and Groove actually diverge.
| Attribute | Freshservice | Groove |
|---|---|---|
| Starting price | $19/month | $12/month |
| Founded | 2010 | 2011 |
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.
Choose Groove if
- You need shared inbox.
- You work on Web, Ios, Android.
- You also want live chat.
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.