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Customer Support · head to head

Freshservice vs WSO2 API Manager

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
WSO2 API Manager logo

WSO2 API Manager

API Management

Complete API management platform for designing and managing APIs

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only WSO2 API Manager 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; WSO2 API Manager the free open source distribution does not include a subscription to the WSO2 Update service, so continuous improvements and security patches require a paid subscription
  • They diverge on capability: Freshservice covers Incident management, WSO2 API Manager covers API Gateway.

Where they differ

Only the attributes on which Freshservice and WSO2 API Manager actually diverge.

Attributes where Freshservice and WSO2 API Manager differ
AttributeFreshserviceWSO2 API Manager
Starting price$19/monthFree
Pricing modelsubscriptionopen-source
Free tierNoYes
PlatformsWeb, Ios, AndroidJava, Linux, Docker, Kubernetes
CategoryCustomer SupportAPI Management
Founded20102005

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 WSO2 API Manager

  • API Gateway
  • API Designer
  • Developer Portal
  • LDAP
  • Okta
  • Keycloak
  • Microservices
  • Java 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 WSO2 API Manager
  • Asset management and change control for IT teamsnot WSO2 API Manager

WSO2 API Manager

  • Publishing, securing and rate limiting APIs behind a gatewaynot Freshservice
  • Running an API developer portal with subscription key managementnot Freshservice
  • Self hosting an open source API management layer on premisesnot 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

WSO2 API Manager

  • The free open source distribution does not include a subscription to the WSO2 Update service, so continuous improvements and security patches require a paid subscription
  • A commercial production licence is not part of the free download and comes only with a subscription
  • No subscription price is published; Basic Support and Enterprise Support both require contacting sales for a quote
  • 24x7x365 coverage requires Enterprise Support; the general query SLA is one business day
  • A Customer Success Manager is a paid optional add on covering business hours only
  • Consulting services and WSO2 Private Cloud hosting are quoted separately

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

WSO2 API Manager

Free
  • CommunityFree
    • Core API management
    • Community support
  • Commercial$undefined/monthly
    • Enterprise features
    • Technical support
    • SLA

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 WSO2 API Manager if

  • You need api gateway.
  • You want to start without paying.
  • You work on Java, Linux, Docker, Kubernetes.
  • You also want api designer.
WSO2 API Manager review

Questions people ask

Is Freshservice or WSO2 API Manager better?
Neither clearly leads. Freshservice starts at $19/month and WSO2 API Manager at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or WSO2 API Manager?
WSO2 API Manager has a free tier; the other does not. Paid plans start at $19/month for Freshservice and Free for WSO2 API Manager.
Does Freshservice or WSO2 API Manager run on more platforms?
Freshservice runs on Web, Ios, Android. WSO2 API Manager runs on Java, Linux, Docker, Kubernetes.
Can I use WSO2 API Manager for free?
Yes. WSO2 API Manager 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 WSO2 API Manager is typically brought in for.
What can Freshservice do that WSO2 API Manager cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. WSO2 API Manager covers API Gateway, API Designer, Developer Portal, LDAP.
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