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Customer Support · head to head

Freshservice vs KeystoneJS

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
KeystoneJS logo

KeystoneJS

API Management

Powerful Node.js headless CMS framework and API platform

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only KeystoneJS has a free tier, so it costs nothing to try first.
  • 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; KeystoneJS database support is limited to PostgreSQL, MySQL and SQLite
  • They diverge on capability: Freshservice covers Incident management, KeystoneJS covers REST API.

Where they differ

Only the attributes on which Freshservice and KeystoneJS actually diverge.

Attributes where Freshservice and KeystoneJS differ
AttributeFreshserviceKeystoneJS
Starting price$19/monthFree
Pricing modelsubscriptionopen-source
Free tierNoYes
PlatformsWeb, Ios, AndroidNode.js, Self-hosted
CategoryCustomer SupportAPI Management
Founded20102016

Identical on both: 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 KeystoneJS

  • REST API
  • GraphQL API
  • Admin interface
  • Node.js
  • Next.js
  • React
  • Databases
  • Node.js 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 KeystoneJS
  • Asset management and change control for IT teamsnot KeystoneJS

KeystoneJS

  • Building a headless CMS with a GraphQL API from a TypeScript schemanot Freshservice
  • Generating a configurable Admin UI for editorsnot Freshservice
  • Adding structured rich text content with the document fieldnot 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

KeystoneJS

  • Database support is limited to PostgreSQL, MySQL and SQLite
  • Keystone 5 is a separate legacy product documented on a different site and is not covered by the Keystone 6 docs
  • Upgrading requires following a dedicated Migrate to 8.0.0 guide, so major versions are not drop-in
  • Free support is a community Slack; enterprise-grade consulting and support is a separate paid engagement with Thinkmill and no published price

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

KeystoneJS

Free
  • Open SourceFree
    • Full KeystoneJS
    • Community support

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 KeystoneJS if

  • You need rest api.
  • You want to start without paying.
  • You work on Node.js, Self-hosted.
  • You also want graphql api.
KeystoneJS review

Questions people ask

Is Freshservice or KeystoneJS better?
Neither clearly leads. Freshservice starts at $19/month and KeystoneJS at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or KeystoneJS?
KeystoneJS has a free tier; the other does not. Paid plans start at $19/month for Freshservice and Free for KeystoneJS.
Does Freshservice or KeystoneJS run on more platforms?
Freshservice runs on Web, Ios, Android. KeystoneJS runs on Node.js, Self-hosted.
Can I use KeystoneJS for free?
Yes. KeystoneJS has a free tier, so you can try it without paying. Freshservice starts at $19/month.
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 KeystoneJS is typically brought in for.
What can Freshservice do that KeystoneJS cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. KeystoneJS covers REST API, GraphQL API, Admin interface, Node.js.
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