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Customer Support · head to head

Freshservice vs Prisma

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Prisma logo

Prisma

APIs

Modern ORM and API client for Node.js and TypeScript

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Prisma 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; Prisma prisma Postgres is billed per operation, with the free tier at 100,000 operations and 500 MB of storage
  • They diverge on capability: Freshservice covers Incident management, Prisma covers ORM.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshservice and Prisma actually diverge.

Attributes where Freshservice and Prisma differ
AttributeFreshservicePrisma
Starting price$19/monthFree
Pricing modelsubscriptionusage-based
Free tierNoYes
PlatformsWeb, Ios, AndroidNode.js, TypeScript
CategoryCustomer SupportAPIs
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 Prisma

  • ORM
  • Query builder
  • Auto-migrations
  • Node.js
  • TypeScript
  • GraphQL
  • REST APIs
  • 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 Prisma
  • Asset management and change control for IT teamsnot Prisma

Prisma

  • Using a type safe ORM and query layer against a Postgres databasenot Freshservice
  • Adding a managed connection pool and edge cache in front of an existing databasenot 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

Prisma

  • Prisma Postgres is billed per operation, with the free tier at 100,000 operations and 500 MB of storage
  • Starter at $10 a month includes 1M operations then charges $0.0080 per 1,000
  • Storage overage runs from $2.00 per GB on Starter down to $1.00 per GB on Business, so the unit cost depends on the plan
  • Accelerate charges separately per operation and per GiB of query egress beyond the first 1 KiB
  • Cache tag invalidations are not included below the Pro plan and are billed per thousand above it

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

Prisma

Free
  • FreeFree
    • 1M requests/month
    • 360 GB-hours memory
    • 4 vCPU-hours
  • Starter$10/month
    • 5M requests/month
    • 1M database operations ($8 per million overage)
    • 10 GB storage ($2/GB overage)
  • Pro$49/month
    • 20M requests/month
    • 10M operations ($2 per million overage)
    • 50 GB storage ($1.50/GB overage)
  • Business$129/month
    • 100M requests/month
    • 50M operations ($1 per million overage)
    • 100 GB storage

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 Prisma if

  • You need orm.
  • You want to start without paying.
  • You work on Node.js, TypeScript.
  • You also want query builder.
Prisma review

Questions people ask

Is Freshservice or Prisma better?
Neither clearly leads. Freshservice starts at $19/month and Prisma at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Prisma?
Prisma has a free tier; the other does not. Paid plans start at $19/month for Freshservice and Free for Prisma.
Does Freshservice or Prisma run on more platforms?
Freshservice runs on Web, Ios, Android. Prisma runs on Node.js, TypeScript.
Can I use Prisma for free?
Yes. Prisma 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 Prisma is typically brought in for.
What can Freshservice do that Prisma cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Prisma covers ORM, Query builder, Auto-migrations, Node.js.

Answered from the vendors’ own pages

Freshservice: How much does Freshservice cost?

Freshservice is priced per agent per month on annual billing: Starter at $19, Growth at $49 and Pro at $99. Enterprise is quoted by sales. Freshworks states annual billing is 20% cheaper than monthly.

Source
Prisma: How much does Prisma cost?

Prisma is free to start with 1M requests/month. The Starter plan costs $10/month with 5M requests, the Pro plan $49/month with 20M requests, and the Business plan $129/month with 100M requests. All plans have usage-based overages.

Source
Freshservice: Does Freshservice have a free trial?

Yes. Freshworks states you get free unrestricted access to all features available in Freshservice for 14 days after sign up, plus 3 free Day Passes for occasional agents.

Source
Prisma: What is Prisma's overage pricing?

Prisma charges $1 per million requests over the included amount (Starter), $2 per million database operations overage (Pro and Starter), and $1.50-$2 per GB for storage overages depending on the plan. All plans include a hard spend limit on by default.

Source
Freshservice: Which Freshservice plan includes change management?

Problem management, change management, major incident management and release management all start on the Pro plan at $99 per agent per month. The Growth plan at $49 covers service catalog, SLA and on-call management.

Source
Prisma: Does Prisma include data transfer costs?

No, Prisma includes unlimited data transfer with no egress fees on all plans. Prisma ORM remains free across all tiers.

Source
Freshservice: How much does Freddy AI cost on Freshservice?

Freddy AI Copilot is an optional add-on at $29 per agent per month on the Pro plan. The Freddy AI Agent in its Classic form is included on the Enterprise plan.

Source
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