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Software · head to head

Freshservice vs Loom

Freshservice logo

Freshservice

Software

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Loom logo

Loom

Software

Record instantly, share anywhere

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Loom 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; Loom free tier capped at 25 total videos with 5-minute maximum recording length per video
  • They diverge on capability: Freshservice covers Incident management, Loom covers Screen & camera recording.

Where they differ

Only the attributes on which Freshservice and Loom actually diverge.

Attributes where Freshservice and Loom differ
AttributeFreshserviceLoom
Starting price$19/monthFree
Pricing modelsubscriptionfreemium
Free tierNoYes
PlatformsWeb, Ios, AndroidWeb
Founded20102015

Identical on both: user rating (Not yet rated), category (Unknown).

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
  • Microsoft Teams
  • AWS

Only in Loom

  • Screen & camera recording
  • Instant sharing
  • Video editing
  • Viewer analytics
  • Comments & reactions
  • Transcription
  • Custom CTAs
  • Drawing tools

Both cover

  • Slack
  • SOC2
  • GDPR

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 Loom
  • Asset management and change control for IT teamsnot Loom

Loom

  • Asynchronous video communication and screen recordingnot Freshservice
  • Product demonstrations and tutorialsnot Freshservice
  • Meeting transcription and documentationnot Freshservice
  • Team communication and knowledge sharingnot 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

Loom

  • Free tier capped at 25 total videos with 5-minute maximum recording length per video
  • Free tier limited to 50 workspace members
  • AI features (auto-meeting recaps, auto-notes, auto-editing) only available on paid Business+AI and Enterprise tiers
  • Video branding (Loom logo) appears on free and Business plan videos; only removed on Business+AI 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

Loom

Free

No published plan breakdown. See the Loom review.

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 Loom if

  • You need screen & camera recording.
  • You want to start without paying.
  • You also want instant sharing.
Loom review

Questions people ask

Is Freshservice or Loom better?
Neither clearly leads. Freshservice starts at $19/month and Loom at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Loom?
Loom has a free tier; the other does not. Paid plans start at $19/month for Freshservice and Free for Loom.
Does Freshservice or Loom run on more platforms?
Freshservice runs on Web, Ios, Android. Loom runs on Web.
Can I use Loom for free?
Yes. Loom 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 Loom is typically brought in for.
What can Freshservice do that Loom cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Loom covers Screen & camera recording, Instant sharing, Video editing, Viewer analytics. Both handle Slack, SOC2, GDPR.
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Related pages

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