Last Updated: April 2025
Hey there!
Are you feeling a bit confused about Freshdesk vs Freshservice? Don’t worry, you’re not alone! These two customer support platforms may sound similar, but they have some key differences that can make all the difference for your business.
“Did you know that 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience?”
Hence, it is crucial to learn about a customer service tool in & out before onboarding it. Let’s dive in and uncover the dissimilarities between Freshdesk and Freshservice to help you make an informed choice for your support needs.
Overview
Freshdesk and Freshservice are two customer support platforms that offer unique features to cater to different business needs.
Freshdesk
Freshdesk is a robust helpdesk software that helps streamline customer inquiries, manage tickets, and provide support across various channels like email, phone, and social media.
Freshservice
On the other hand, Freshservice is an IT service management (ITSM) tool that focuses on resolving internal IT issues, managing assets, and providing seamless IT support within organizations.
Whether you’re looking for external customer support or internal IT service management, both Freshdesk and Freshservice have got you covered!
Let us now dive deeper and compare their features and pricing info to get a better understanding of both tools.
Also, read 12 Key Benefits of Help Desk Software & Ticketing Systems
Freshdesk Vs Freshservice Comparison Of Features
Here’s a comparison of the common helpdesk features of Freshdesk and Freshservice given with ratings:
Ticket Management (Final Winner – Freshdesk) Rating – ⭐4.4/5
Freshdesk: Easily manage and prioritize customer inquiries with intuitive ticketing systems, automation rules, and SLA management.
Freshservice: Efficiently handle internal IT requests and incidents through ticketing workflows, customizable forms, and service level agreements.
Winner: Freshdesk
Multi-channel Support (Final Winner – Freshdesk) Rating – ⭐4.4/5
Freshdesk: Engage with customers across various channels like email, phone, live chat, and social media, ensuring seamless communication.
Freshservice: Provide internal support through multiple channels, enabling your employees to submit tickets via email, self-service portals, or in-person requests.
Winner: Freshdesk
Knowledge Base (Final Winner – Freshdesk) Rating – ⭐4.4/5
Freshdesk: Create a centralized knowledge base with articles, FAQs, and self-help resources, empowering customers to find solutions on their own.
Freshservice: Build an internal knowledge base to help your team troubleshoot common issues, access documentation, and share best practices.
Winner: Freshdesk
Automation and Workflow (Final Winner – Both) Freshdesk Rating – ⭐4.4/5, Freshservice Rating – ⭐4.6/5
Freshdesk: Automate repetitive tasks with smart rules, canned responses, and ticket routing, saving time and improving agent productivity.
Freshservice: Streamline IT processes with automation rules, workflow approvals, and incident escalation, ensuring timely resolution of internal IT issues.
Winner: Both
Reporting and Analytics (Final Winner – Both) Freshdesk Rating – ⭐4.4/5, Freshservice Rating – ⭐4.6/5
Freshdesk: Gain insights into customer support performance through detailed reports, metrics, and dashboards, enabling data-driven decision-making.
Freshservice: Monitor and analyze IT service metrics, track SLA compliance, and generate reports to measure the efficiency of internal IT operations.
Winner: Both
Collaboration and Team Productivity (Final Winner – Both) Freshdesk Rating – ⭐4.4/5, Freshservice Rating – ⭐4.6/5
Freshdesk: Foster teamwork and collaboration among support agents with shared inboxes, internal notes, and collaboration tools.
Freshservice: Enable collaboration within IT teams by assigning tasks, sharing knowledge, and collaborating on resolving issues through the platform.
Winner: Both
Device Compatibility (Final Winner – Both) Freshdesk Rating – ⭐4.4/5, Freshservice Rating – ⭐4.6/5
Both Freshdesk and Freshservice offer a seamless experience across desktop and mobile devices, ensuring that you can access and manage your customer support or internal IT processes conveniently, no matter where you are.
Freshdesk: Freshdesk is fully compatible with desktop operating systems such as Windows, macOS, and Linux. Also, it offers mobile applications for both iOS and Android devices, allowing you to manage customer support on the go. You can easily respond to tickets, collaborate with your team, and stay updated with customer inquiries from your smartphone or tablet.
Freshservice: Similar to Freshdesk, Freshservice is compatible with the above-mentioned devices and operating systems, allowing your IT teams to handle internal IT requests, manage assets, and stay connected while away from their desks.
Winner: Both
These are just a few of the common helpdesk features offered by both Freshdesk and Freshservice, catering to different support needs and workflows. Read further to learn about their pricing comparison done side-by-side.
Freshdesk vs Freshservice Pricing Plans Comparison
When comparing the pricing of Freshdesk and Freshservice, it’s clear that they offer different features at different price points. Freshdesk, being significantly cheaper, provides a more budget-friendly option with fewer features.
On the other hand, Freshservice comes with a higher price tag but offers additional functionalities, making it a more comprehensive service desk solution. It’s worth noting that service desk solutions tend to be pricier compared to help desk tools in general.
Pricing Plans | Freshdesk | Freshservice |
Free Trial | ✔ | ✔ |
Free plan | ✔ | 🗙 |
Starter | 🗙 | $17/agent per month |
Growth | $12/agent per month | $44/agent per month |
Pro | $44/agent per month | $85/agent per month |
Enterprise | $70/agent per month | $107/agent per month |
Key Features | ||
Ticketing System | ✔ | ✔ |
Email & Social | ✔ | ✔ |
Media Integration | ✔ | ✔ |
Knowledge Base | ✔ | ✔ |
Automation Rules | ✔ | ✔ |
SLA Management | ✔ | ✔ |
Custom Roles | ✔ | ✔ |
Reporting | ✔ | ✔ |
Self-Service Portal | ✔ | ✔ |
Time Tracking | 🗙 | ✔ |
Change Management | 🗙 | ✔ |
Problem Management | 🗙 | ✔ |
Release Management | 🗙 | ✔ |
Software License | 🗙 | ✔ |
Management | ||
Contract Management | 🗙 | ✔ |
Project Management | 🗙 | ✔ |
Additional Features | ||
Custom SSL & Email | 🗙 | ✔ |
| Servers | 🗙 | ✔ |
Analytics | ✔ |
Unlimited agents: Both Freshdesk and Freshservice plans offer the flexibility to easily add unlimited agents as well as occasional agents as needed.
Feature set: As discussed above, Freshservice offers more features than Freshdesk as it caters to both external customer support and internal IT service management needs.
Value for money:
Freshdesk plans pricing rating: ⭐ 4.4/5.
Freshservice plans pricing rating: ⭐ 4.6/5.
Now That You Know The Difference,
While both Freshdesk and Freshservice are robust tools from Freshworks, they cater to distinct needs. Freshdesk is tailored for customer support teams seeking to deliver exceptional customer experiences, while Freshservice is designed for IT service management, helping IT teams streamline their operations.
Choosing the right platform depends on your business goals and operational requirements. If you need a solution for customer-centric engagement, Freshdesk might be the way to go. For IT-focused service management, Freshservice could be your best bet.
Whichever tool you choose, pairing it with a smart platform like Saufter can elevate your strategy. By automating user segmentation, email campaign suggestions, and content ideas based on user behavior and competitor insights, Saufter ensures you stay ahead in engagement and conversions.
Whether you’re enhancing customer support or IT services, leveraging automation can significantly amplify your results.
