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Customer Support · head to head

Freshservice vs Twenty

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Free plan
No
Full reviewWebsite
Twenty logo

Twenty

CRM

Open-source CRM platform for technical teams at AI speed

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Only Twenty 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; Twenty requires technical expertise to customize and maintain compared to no-code CRM platforms
  • They diverge on capability: Freshservice covers Incident management, Twenty covers Open-Source Framework.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshservice and Twenty actually diverge.

Attributes where Freshservice and Twenty differ
AttributeFreshserviceTwenty
Starting price$19/monthFree
Pricing modelsubscriptionUnknown
Free tierNoYes
PlatformsWeb, Ios, AndroidWeb, Self-hosted
CategoryCustomer SupportCRM
Founded2010Unknown

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 Twenty

  • Open-Source Framework
  • Custom Database Objects
  • Multiple View Types
  • AI Integration
  • Workflow Engine
  • Data Migration
  • API Access
  • Multi-Language 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 Twenty
  • Asset management and change control for IT teamsnot Twenty

Twenty

  • Building custom CRM solutions for complex business processesnot Freshservice
  • Migrating from Salesforce or HubSpot while maintaining data ownershipnot Freshservice
  • Technical teams needing TypeScript-based customizationnot Freshservice
  • Organizations requiring self-hosted or air-gapped deploymentsnot Freshservice
  • Enterprises combining CRM with AI-powered workflowsnot 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

Twenty

  • Requires technical expertise to customize and maintain compared to no-code CRM platforms
  • Self-hosting increases operational overhead and infrastructure costs
  • Limited ecosystem of pre-built integrations compared to Salesforce
  • Smaller community and third-party extension library than established CRMs
  • Enterprise plan requires custom negotiation with no transparent pricing

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

Twenty

Free
  • Pro$9/month
    • Full customization
    • Custom apps
    • AI Agents
  • Organization$19/month
    • Everything in Pro
    • Row-level permissions
    • SAML and OIDC SSO
  • Enterprise$null/year
    • Everything in Organization
    • Single-tenant isolation
    • IP allow-listing

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 Twenty if

  • You need open-source framework.
  • You want to start without paying.
  • You work on Web, Self-hosted.
  • You also want custom database objects.
Twenty review

Questions people ask

Is Freshservice or Twenty better?
Neither clearly leads. Freshservice starts at $19/month and Twenty at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Twenty?
Twenty has a free tier; the other does not. Paid plans start at $19/month for Freshservice and Free for Twenty.
Does Freshservice or Twenty run on more platforms?
Freshservice runs on Web, Ios, Android. Twenty runs on Web, Self-hosted.
Can I use Twenty for free?
Yes. Twenty 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 Twenty is typically brought in for.
What can Freshservice do that Twenty cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Twenty covers Open-Source Framework, Custom Database Objects, Multiple View Types, AI Integration.

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
Twenty: Is Twenty free or paid?

Twenty offers a 30-day free trial without credit card. Cloud plans start at $9 per user per month (Pro) when billed annually, with Organization plan at $19 per user per month.

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
Twenty: Can I migrate data from Salesforce or HubSpot?

Yes, Twenty supports CSV and API-based migration from Salesforce and HubSpot, with support for 50,000+ records.

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
Twenty: What programming languages does Twenty support?

Twenty is built with TypeScript and provides a TypeScript-based Apps framework for creating custom extensions.

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
Twenty: How long does enterprise deployment take?

Enterprise deployment typically takes 1-2 weeks with Onboarding Packs or certified partners.

Source
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