Freshservice Competitors: Comparison with Samanage, JIRA Service Desk and ManageEngine Service Desk

Freshservice: Top ITSM Tool


Freshservice certainly deserves a special place on the modernized ITIL-aligned service desk market, in particular because it fuses premium functionalities with unobstructed usability. Nevertheless, there is more to the attractiveness of this product than its uncomplicated interface – IT teams are rather looking at its capacity to detect the root cause of their problems, and suggest solution alternatives, which are features beyond what many other system on the market can offer.

What is Freshservice?

What is it that makes analysts choose Freshservice? The system inject a fresh and up-to-date vibe in IT management, making it possible for service departments to automate as much as 50% of their immediate incident delivery. The tool combines several modules in one: Asset Management, Incident Management, Problem Management, Change Management,  Release Management, and a 24/7 self-service customer portal for hands-free support. Hosted in cloud and ready-to-use on any device, Freshservice will require minimal implementation and maintenance effort, and push work forward on a price not that typical for the ITIL software arena. The best part about it is that teams up to 3 users get to run it at absolutely no cost. There is also a great free trial offered by the vendor so you can try out all the key features first. You can easily sign up for Freshservice free trial here.

Freshservice won our Best Customer Service Software Award for 2016

What should you expect from Freshservice? The best way to look at Freshservice is as a prevention-and-easy-solution system applicable in any corporate scenario, including such where a ticketing desk is already in place. Rather than adopting a problem-by-problem precedent and recording mechanism, Freshservice attacks the core of each problem and analyzes the risk derivatives, so that technicians can prepare accurate rollback plans and prevent up to 80% of all IT issues. Sounds ambitious, but Freshservice makes this possible by keeping a close eye on your assets, setting predefined rules to automate incident tracking, and prioritizing scenarios where intervention is most needed. You can also rely on it to create appealing and personalized service catalogs, manage contracts, and deliver impeccable 24/7 service with the right agent in place.

The highlight of the system is no other than its one-of-a-kind incident management, as Freshservice considers all support & service channels you have in place, and collects configuration info from all around to keep your team in the loop. As the great collaboration system as it is, it makes sure data will be accessible to everybody, and that all agents on board will be able to contribute with ideas. What Freshservice does is to examine the root cause of each and every incident, record it in the known error database, and automatically produce possible solutions for it. As the person in charge, you can use this information to estimate the risk involved, and plan, track, and rollback changes in a smarter manner. Once again, you will be able to rely on your team, as Freshservice allows you to distribute CAB approval requests and receive notifications from the very same dashboard.

In short, Freshservice will:

  • Act as an all-in-one ticketing system
  • Track and manage all of the company’s possessions for the sake of smart resource allocation
  • Capture incidents on all service channels and record them in a database of known errors
  • Define incident scenarios where interference is most needed
  • Work like a modern eCommerce portal where customers can select a service from a personalized catalog
  • Complete some essential billing tasks
  • Give customers access to a 24/7 self service portal and database
  • Manage problems and analyze the risk for each of them
  • Manage changes and help prepare rollback plans
  • Manage contracts
  • Manage enterprise service desk releases
  • Provide access to a reliable support team via several channels

If for whatever reason you find Freshservice to be inadequate for your needs, you can give a look to one of these popular alternatives:


Samanage is another popular IT service desk operating on a SaaS based model which has a pretty similar feature kit to the one of Freshservice. As a matter of fact, it follows the Information Technology Infrastructure Library (ITIL) rules, which means it offers all the essential features required for the service support requirements of large IT operations. These include standard ticketing, and problem, incident, and change management. What makes this solution slightly less effective than Freshservice is the lack of basic billing and release management, which may make the system less suitable for eCommerce settings. Between the two, Samanage will also be the slightly pricier option, as that there is no free plan, and packages are estimated by quote to meet the needs of different businesses. Both systems are nevertheless applicable in teams of all scales.

What does Samanage have to offer? The core value of the system is detailed monitoring, as IT teams apply it to track IT assets and collect configuration data all from the same platform. This results in immediate access to solutions, and streamlined solutions as issues arrive in the database. Its flexible infrastructure comes close enough to the one of Freshservice, as it makes it easy for the user to pinpoint SLA goals, and establish connections with several leading email and helpdesk providers.

Why use Samanage instead of Freshservice?

  • Elegant, no brainer interface for first-time users
  • Scalable design for superior service
  • Enterprise-friendly toolkit
  • Dedicated tracking of IT assets
  • Pricing is by quote, and plans are adjusted to the number of users in each team

Why use Freshservice instead of Samanage?

  • Provides a unique module for modern release management
  • Helps proactive teams create collaborative board and draft change rollback plans
  • Comes with a basic billing module
  • Offers a free plan for teams up to 3 users and serves small and medium businesses as well
  • It is available in several different languages

JIRA Service Desk

JIRA is Atlassian’s promising service desk, and currently one of the leaders in this competitive industry. It is applied for a large number of open source projects worldwide, as it primarily tracks issues and bugs related to software development. With this in mind, JIRA comes handier to IT-development exclusive teams than it does to commerce environments with a large customer base to cater for. A good reason to consider JIRA is also moderate pricing – despite of the lack of an unpaid plan for startup users, the system is available for as little as $10 per month.

How does JIRA Service Desk enhance the productivity of IT service teams? To start with, it will automatically detect the location and cause of each bug, and track its progress up to closure. In a fashion similar to Freshservice, this intelligent system will automatically produce potential solutions for each bug, and record those in a know-how database open to use by its customers (powered by Atlassian Confluence). Technicians, on the other hand, get a functional and appealing base of ITIL-ready templates, which helps save even more time.

Another thing that makes JIRA similar to Freshservice are the real-time updates and collaboration between agents, thanks to which no issue is let to slide through the cracks. JIRA Service Desk is also a desirable tool for all teams looking to track performance metrics and produce custom reports on their activity.

Why use JIRA Service Desk instead of Freshservice?

  • It is dedicated to capturing and tracking bugs in software development
  • Provides a large base of ITIL-ready templates to save time
  • Tracks performance metrics and pulls off accurate reports
  • Offers flexible deployment (in cloud or on premise)
  • Integrates with all JIRA and Atlassian systems

Why use Freshservice instead of JIRA Service Desk?

  • It puts in place Incident & Change Management modules
  • Tracks contracts & fixed assets and helps allocate resources
  • Helps provide first-hand service to end customer (self-service portal included)
  • Works well in eCommerce environments
  • Offers a free plan for teams up to 3 users

ManageEngine Service Desk

With a user satisfaction rate of 100%, ManageEngine Service Desk definitely deserves to be discussed as a smart ITIL-ready alternative. Both experts and current users agree for it to be a top notch asset management & help desk solution, that will monitor and cater to the needs of IT teams and customers just as well as Freshservice does. Another important resemblance between the two is codeless customization, which often happens to distinguish good from great IT service systems for novice teams.

We’d still be more willing to recommend ManageEngine to established teams with experience in service automation, as its interface takes slightly more time to learn and understand. This, however, is an effort well-invested, having in mind that ManageEngine Service Desk boosts the quality of the service you’re providing to end users, as it applies best-practice ITSM workflows, and lets you customize your helpdesk until it looks the way you want it. End users get a solid knowledge base with an unlimited number of articles, and a web-based service portal to report their incidents and to submit tickets. Your agents on the other side of the line will quickly address and resolve their issues, and convert support into the most powerful retention mechanism. An additional reason to keep it in the loop is asset management, which also covers remote devices, and performs auto-discovery operations instead of agent screening.

Why use ManageEngine Service Desk instead of Freshservice?

  • Modifiable help desk system
  • Password-secured self-service portal
  • Enterprise-friendly infrastructure
  • Flexible deployment (in cloud or on premise)
  • WAN RTT Monitor and Cisco add-ons

Why use Freshservice instead of ManageEngine Service Desk?

  • A module dedicated to enterprise service release management
  • eCommerce friendly service catalog for end customers
  • Training available for first-time users
  • Change rollback plans & CAB verification
  • A free plan for teams up to 3 users


PricingAvailable supportOpen APIDeployment methodMulti-language
  • Free for teams up to 3 users
  • Blossom: $25.agent/month
  • Garden: $40/agent/month
  • Estate: $60/agent/month

  • Live support
  • Phone
  • Email
  • Tickets
  • Training
  • Forum
RESTful APICloud-hostedYes
SAMANAGEBy quote (free trial is available)
  • Live support
  • Phone
  • Email
  • Tickets
  • Training
NoCloud-hosted (SaaS)No
  • Small teams up to 3 agents: $10/month
  • Growing teams: $20/agent/month

On premise packages start at $1,500 single-time fee for at least 4 agents

  • Phone
  • Email
  • Tickets
  • Training
  • Cloud-hosted
  • On premise
MANAGEENGINE SERVICE DESKBy quote (free trial is available)
  • Email
  • Phone
  • Tickets
  • Cloud-hosted
  • On premise
Category: B2B News
Tags: Service Desk Software

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