Software · head to head
Groove vs Freshservice
The short version
- Each has a real cost: Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch; Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
- They diverge on capability: Groove covers Shared inbox, Freshservice covers Incident management.
Where they differ
Only the attributes on which Groove and Freshservice actually diverge.
| Attribute | Groove | Freshservice |
|---|---|---|
| Starting price | $12/month | $19/month |
| Founded | 2011 | 2010 |
Identical on both: pricing model (subscription), free tier (No), platforms (Web, Ios, Android), 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 Groove
- Shared inbox
- Live chat
- Automation rules
- Collision detection
- Salesforce
- Zapier
- Trello
- Jira
Only in Freshservice
- Incident management
- Asset management
- Change management
- Automation
- Microsoft Teams
- AWS
- Azure
- G Suite
Both cover
- Knowledge base
- Reporting
- Slack
- GDPR
- Web support
- Ios support
- Android support
What people use each for
The jobs each tool is most often brought in to do.
Groove
- Shared inbox and help desk ticketing for small support teamsnot Freshservice
- Handling email, chat and messaging support in one queuenot Freshservice
Freshservice
- IT service management and internal help desk ticketingnot Groove
- Asset management and change control for IT teamsnot Groove
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
Groove
- Billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
- A minimum of 250 tickets a month applies, which is a $3,000 annual commitment before any usage
- A quiet month still pays the 250 ticket floor
- No mailbox limit is published
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
Pricing, plan by plan
Groove
$12/month- Standard$12/month
- 1 mailbox
- Knowledge base
- Live chat
- Plus$20/month
- 5 mailboxes
- Full reporting
- Rules
- Pro$35/month
- 25 mailboxes
- Salesforce
- Enterprise SSO
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
Which should you pick?
Choose Groove if
- You need shared inbox.
- You work on Web, Ios, Android.
- You also want live chat.
Choose Freshservice if
- You need incident management.
- You work on Web, Ios, Android.
- You also want asset management.
Questions people ask
- Is Groove or Freshservice better?
- Neither clearly leads. Groove starts at $12/month and Freshservice at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Groove or Freshservice?
- Groove starts at $12/month and Freshservice at $19/month.
- Does Groove or Freshservice run on more platforms?
- Both run on Web, Ios, Android, so platform support will not decide this one for you.
- What is Groove best used for?
- Groove is most often used for shared inbox and help desk ticketing for small support teams, handling email, chat and messaging support in one queue. Of those, shared inbox and help desk ticketing for small support teams and handling email, chat and messaging support in one queue are not what Freshservice is typically brought in for.
- What can Groove do that Freshservice cannot?
- Groove covers Shared inbox, Live chat, Automation rules, Collision detection. Freshservice covers Incident management, Asset management, Change management, Automation. Both handle Knowledge base, Reporting, Slack, GDPR.