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Customer Support · head to head

Freshservice vs PlanetScale

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
PlanetScale logo

PlanetScale

Database & Data Management

The MySQL-compatible serverless database

From
$15/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; PlanetScale eBS High Availability requires 3-node configuration with replication overhead
  • They diverge on capability: Freshservice covers Incident management, PlanetScale covers Database Branching.

Where they differ

Only the attributes on which Freshservice and PlanetScale actually diverge.

Attributes where Freshservice and PlanetScale differ
AttributeFreshservicePlanetScale
Starting price$19/month$15/month
PlatformsWeb, Ios, AndroidCloud-hosted (AWS, GCP, Azure)
CategoryCustomer SupportDatabase & Data Management
Founded20102018

Identical on both: pricing model (subscription), 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 PlanetScale

  • Database Branching
  • Non-blocking Schema Changes
  • Insights
  • Horizontal Scaling
  • Connection Pooling
  • Query Caching
  • Automatic Backups
  • Global Replication

Both cover

  • SOC2
  • GDPR
  • Web 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 PlanetScale
  • Asset management and change control for IT teamsnot PlanetScale

PlanetScale

  • MySQL database hosting with automatic failover and replicationnot Freshservice
  • Vitess-based sharding for horizontal scaling across large datasetsnot Freshservice
  • Cloud provider flexibility across AWS, GCP, Azure with 60+ regionsnot Freshservice
  • Cost-effective database clusters using ARM64 architecture optionsnot 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

PlanetScale

  • EBS High Availability requires 3-node configuration with replication overhead
  • EBS Non-HA single-node option lacks redundancy and automatic failover
  • Pricing varies by cloud provider and region, requiring queries for specific rates
  • ARM64 architecture only available on EBS tier, not Metal deployments

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

PlanetScale

$15/month

No published plan breakdown. See the PlanetScale 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 PlanetScale if

  • You need database branching.
  • You work on Cloud-hosted (AWS, GCP, Azure).
  • You also want non-blocking schema changes.
PlanetScale review

Questions people ask

Is Freshservice or PlanetScale better?
Neither clearly leads. Freshservice starts at $19/month and PlanetScale at $15/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or PlanetScale?
Freshservice starts at $19/month and PlanetScale at $15/month.
Does Freshservice or PlanetScale run on more platforms?
Freshservice runs on Web, Ios, Android. PlanetScale runs on Cloud-hosted (AWS, GCP, Azure).
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 PlanetScale is typically brought in for.
What can Freshservice do that PlanetScale cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. PlanetScale covers Database Branching, Non-blocking Schema Changes, Insights, Horizontal Scaling. Both handle SOC2, GDPR, Web support.
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