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Customer Support · head to head

Freshservice vs Mattermost

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Mattermost logo

Mattermost

Communication & Collaboration

Channel-centric collaboration for secure workflows

From
On request
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; Mattermost no prices are published for any of the three paid tiers (Professional, Enterprise, Enterprise Advanced); all require contacting sales

Where they differ

Only the attributes on which Freshservice and Mattermost actually diverge.

Attributes where Freshservice and Mattermost differ
AttributeFreshserviceMattermost
Starting price$19/monthOn request
Pricing modelsubscriptionquote
PlatformsWeb, Ios, AndroidWeb
CategoryCustomer SupportCommunication & Collaboration
Founded2010Unknown

Identical on both: 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 Mattermost

Nothing recorded that Freshservice does not also cover.

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 Mattermost
  • Asset management and change control for IT teamsnot Mattermost

Mattermost

No use cases recorded yet. See the Mattermost review.

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

Mattermost

  • No prices are published for any of the three paid tiers (Professional, Enterprise, Enterprise Advanced); all require contacting sales
  • Professional is capped at a maximum of 250 users, forcing a move to Enterprise for larger teams
  • Licenses are sold only as prepaid annual subscriptions, and organizations that exceed their licensed seat count must purchase additional seats on a prorated quarterly basis

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

Mattermost

On request

No published plan breakdown. See the Mattermost 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 Mattermost if

Nothing in the data separates Mattermost from Freshservice on the points above - pick on price and on how each one feels to use.

Mattermost review

Questions people ask

Is Freshservice or Mattermost better?
Neither clearly leads. Freshservice starts at $19/month and Mattermost at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Mattermost?
Freshservice starts at $19/month and Mattermost at On request.
Does Freshservice or Mattermost run on more platforms?
Freshservice runs on Web, Ios, Android. Mattermost runs on Web.
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 Mattermost is typically brought in for.
What can Freshservice do that Mattermost cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base.
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