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Software · head to head

Freshservice vs PagerDuty

Freshservice logo

Freshservice

Software

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
PagerDuty logo

PagerDuty

Software

Real-time operations for real-time business

From
$21/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; PagerDuty aIOps, status pages, and live call routing are expensive add-ons not included in base plans, significantly increasing total cost
  • They diverge on capability: Freshservice covers Incident management, PagerDuty covers Incident response.

Where they differ

Only the attributes on which Freshservice and PagerDuty actually diverge.

Attributes where Freshservice and PagerDuty differ
AttributeFreshservicePagerDuty
Starting price$19/month$21/month
Pricing modelsubscriptionUnknown
PlatformsWeb, Ios, AndroidWeb, Ios, Android, Api
Founded20102009

Identical on both: free tier (No), 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
  • AWS
  • Azure

Only in PagerDuty

  • Incident response
  • On-call management
  • Alert grouping
  • Escalation policies
  • Mobile incident management
  • Postmortems
  • Status pages
  • Event intelligence

Both cover

  • Slack
  • Microsoft Teams
  • SOC2
  • ISO27001
  • GDPR
  • HIPAA

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 PagerDuty
  • Asset management and change control for IT teamsnot PagerDuty

PagerDuty

  • Incident managementnot Freshservice
  • On-call schedulingnot Freshservice
  • Real-time alertingnot Freshservice
  • Service reliabilitynot Freshservice
  • Digital operationsnot 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

PagerDuty

  • AIOps, status pages, and live call routing are expensive add-ons not included in base plans, significantly increasing total cost
  • Complex escalation policies require workarounds for scheduling patterns beyond basic weekly rotations
  • 5-user minimum requirement forces costs even for small teams, with forced Business tier upgrades adding $12,000+ annually for larger teams

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

PagerDuty

$21/month

No published plan breakdown. See the PagerDuty 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 PagerDuty if

  • You need incident response.
  • You work on Web, Ios, Android, Api.
  • You also want on-call management.
PagerDuty review

Questions people ask

Is Freshservice or PagerDuty better?
Neither clearly leads. Freshservice starts at $19/month and PagerDuty at $21/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or PagerDuty?
Freshservice starts at $19/month and PagerDuty at $21/month.
Does Freshservice or PagerDuty run on more platforms?
Freshservice runs on Web, Ios, Android. PagerDuty runs on Web, Ios, Android, Api.
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 PagerDuty is typically brought in for.
What can Freshservice do that PagerDuty cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. PagerDuty covers Incident response, On-call management, Alert grouping, Escalation policies. Both handle Slack, Microsoft Teams, SOC2, ISO27001.

Answered from the vendors’ own pages

PagerDuty: What is the minimum cost to use PagerDuty?

PagerDuty requires a minimum of 5 users per account. The Professional plan starts at $21 per user per month ($105/month minimum), with annual billing providing 16% discount.

Source
PagerDuty: What integrations does PagerDuty support?

PagerDuty integrates with 750+ monitoring, ticketing, and collaboration tools including Datadog, Slack, Jira, ServiceNow, New Relic, and Nagios.

Source
PagerDuty: How much does AIOps cost in PagerDuty?

AIOps Intelligence is sold separately as an add-on starting at $699 per month, and is not included in any of the base plans.

Source
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