Freshservice Alternatives

4.3(830 Ratings)

Considering alternatives to Freshservice? See what this market Freshservice users also considered in their purchasing decision. When evaluating different solutions, potential buyers compare competencies in categories such as evaluation and contracting, integration and deployment, service and support, and specific product capabilities.

Check out real reviews verified by Gartner to see how Freshservice compares to its competitors and find the best software or service for your organization.

Reviewed in Last 12 Months

How Alternatives Are Selected

1. ServiceNow IT Service Management

4.3

I have had an overwhelmingly positive experience with ServiceNow, having used it almost continuously across various organizations. We primarily utilize it as an ITSM tool for managing all aspects of ticketing, both internal and external customer tickets. It is integral to our product development processes, easing all our agile workflows and project management needs, despite some agile project execution also happening on Jira for specific parts. My experiences involved tools which were popular at the time, but ServiceNow quickly displaced it in the market due to its inherent strengths. It offers remarkable flexibility, enabling the creation of diverse reports such as incident reports and release management reports. It supports various project management methodologies, with agile capabilities added later. Essential ITSM modules like project management, incident management, change management, and release management are effectively handled within the platform. An advantage is the ease of use and the speed of its web-based interface, which I have found to be very fast with no lack. The reporting functionality is strong, offering robust filters that allow users to slice & dice data to generate comprehensive reports for both personal use and management presentations. ServiceNow also provides many templates, which significantly streamline setup by eliminating the need to configure the entire system from scratch. The customization capabilities are a significant differentiator, allowing the product to be tailored to a very high degree, essentially becoming "kind of your own tool". For example, when implementing scrum within an agile methodology, ServiceNow enables users to design their own workflows, from backlog management to story selection, rather than being confined to rigid, standard frameworks provided by other tools. For our organization, it is beneficial and easy to maintain. I believe it is the best ITSM tool currently available in the market. Read all insights and reviews for ServiceNow IT Service Management

Where Freshservice Scored Higher

Better at service and support
Easier to integrate and deploy
Better evaluation and contracting

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2. ServiceDesk Plus

By ManageEngine

4.4

Our overall experience with Service Desk Plus has been exceptional. The platform has consistently met, and in several areas, exceeded our expectation as the core ITSM solution for a heterogeneous and evolving IT landscape. Its functional breadth and configurability enabled us to align the tool closely with our operational and governance requirements, rather than adapting processes to system constraints. In daily operations, Service Desk Plus proved stable and dependable, supporting structured incident and request handling, asset management, and the stepwise introduction of CMDB practices. The solution scaled well as process maturity increased, and it supported the professionalization of the service desk without introducing unnecessary overhead. Areas that required more effort were primarily related to initial setup and advanced configuration. To fully leverage the platform, clear process definitions and dedicated ownership are essential. Some advanced reporting and integration scenarios are not entirely intuitive out of the box and require additional configuration. These aspects were manageable and did not materially impact the overall value delivered. Overall, Service Desk Plus provided strong value for money and demonstrated enterprise-grade capabilities while remaining accessible for a mid-sized organization. Its flexibility, stability, and depth of functionality are the key reasons behind our exceptional rating.Read all insights and reviews for ServiceDesk Plus

Where Freshservice Scored Higher

Better at service and support
Easier to integrate and deploy
Better evaluation and contracting

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3. TOPdesk

4.4

When we have a problem, the company quickly responds to our questions. I like the software / dashboard and like the interface used Read all insights and reviews for TOPdesk

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4. SolarWinds Service Desk

4.4

My experience with SolarWinds Service Desk has been smooth. It brings structure to our IT operations and helps the team stay on top of issues without getting overwhelmed. The ability to track, prioritize and resolve requests all in one system has made a big difference even though there are a few areas that could be improved like setup complexity but the platform continues to support our workflow and keep things moving efficiently. Its a practical tool that fits well into our day-to-day work.Read all insights and reviews for SolarWinds Service Desk

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5. SymphonyAI IT Service Management

4.4

SymphonyAI team is reachable when required and clarifies the concerns.Read all insights and reviews for SymphonyAI IT Service Management

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6. Jira Service Management

4.4

We use Jira Service Management to manage our IT service requests and delivery and it has given us a productive experience, allowing us to achieve our goals in streamlining our service operations. Jira Service Management makes it easy for our platform users to send service requests and helps us to respond to these requests as soon as possible. Jira Service Management has advanced incident management features which help us to analyze and precisely resolve all the reported issues. With Jira Service Management, we have been able to ensure that all our program users are having a smooth experience navigating our program and accessing all the learning services we offer there.Read all insights and reviews for Jira Service Management

Where Freshservice Scored Higher

Better at service and support
Easier to integrate and deploy
Better evaluation and contracting

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7. Cherwell Service Management (Legacy)

4.3

Cherwell Service Management has proven to be an efficient platform for our organisation. It provide us with enhanced service management capabilities with multiple customisation options and automation features to reduce our efforts into managing the platform and saving our time.Read all insights and reviews for Cherwell Service Management (Legacy)

Where Freshservice Scored Higher

Better at service and support
Easier to integrate and deploy
Better evaluation and contracting

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8. SysAid

4.5

I've heard great responses from end users for the ease of use. On the other hand, it has done a terrible job of dealing with the form population. We had trouble with accountability and development early on. After kicking up our concerns we had a team pulled together to address concerns and were able to make progress toward a resolution. Read all insights and reviews for SysAid

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