Freshdesk vs Freshservice: customer support or IT service, which should you choose?
Freshdesk and Freshservice come from the same company: Freshworks. And yet they meet very different needs. Freshdesk shines in multi-channel customer support, while Freshservice excels in IT service management (ITSM). Two powerful tools, but two philosophies.
So how do you choose between these two solutions when you're looking to improve ticket management, streamline workflows or automate service management? Do you want a simple tool for managing customer requests? Or a robust platform for orchestrating an entire IT department, including incident, asset and change management?
👉 In this comprehensive Freshdesk vs Freshservice comparison, we're going to take a deep dive into their features, pricing plans, interface, integrations, and above all... their use cases. Our aim is to help you identify the solution best suited to your organisation.
What is Freshdesk?
Overview of Freshdesk
Freshdesk is customer support software developed by Freshworks, designed to help teams effectively manage customer requests across all channels: email, chat, telephone, social networks and more. Accessible, scalable and designed for businesses of all sizes, it is an intuitive solution for structuring ticket management without technical complexity.
The tool is particularly attractive to SMEs and growing support teams looking to centralise interactions, improve response times and deliver a seamless customer experience. With its integrated knowledge base, automation, reporting and collaboration features, Freshdesk has become a major player in the world of multi-channel customer support.
Key Freshdesk features
Freshdesk is more than just a ticket box. It's a true support management platform, designed to make agents' day-to-day work easier and improve customer satisfaction. Before moving on to the list, it's worth noting that the tool stands out for its flexibility, its many integrations and its very accessible learning curve: a winning combo for teams that want to get things done quickly and well.
⚒️ Here are the key features that make Freshdesk such a powerful tool:
- intelligent ticket system: automatic grouping of conversations, customisable statuses, prioritisation ;
- automation of repetitive tasks: automatic allocation of tickets, workflow rules, action scenarios, etc;
- native multi-channel support: e-mail, telephone, live chat, social networks, WhatsApp, etc;
- knowledge base: customisable self-service portal to reduce the volume of tickets;
- collaboration between agents: internal notes, team allocation, cross-consultation;
- reporting and analytics: performance monitoring, SLAs, customer satisfaction, resolution times, etc;
- marketplace and integrations: over 1,000 native integrations with business tools, CRM, e-commerce, etc.
Freshdesk
Advantages and disadvantages of Freshdesk
Freshdesk appeals to many customer support teams, but it's not perfect for everyone. Like any SaaS tool, you need to weigh up its strengths and limitations according to your needs, the size of your team and the level of complexity of the service to be managed.
Before we get into the technicalities, there's one important point: Freshdesk knows how to keep things simple without being simplistic. It adapts well to a variety of contexts, from small e-commerce support to the after-sales team of a large company.
✅ Here are its main advantages:
- a clear, modern interface that's easy to learn, even without training;
- competitive entry-level pricing, with a free offer for small teams;
- powerful automation even on intermediate plans;
- excellent native multi-channel capability, with no need for additional modules;
- A rich ecosystem of integrations (Slack, Shopify, HubSpot, etc.);
- excellent scalability to support business growth.
Freshdesk remains above all a customer relations-oriented solution. It shows its limitations as soon as you're looking for structured IT management, or advanced features for internal incident handling.
❌ Here are the main disadvantages reported by users:
- less suited to ITSM or internal service uses: no fine-grained management of assets, changes or complex SLAs ;
- some advanced functionalities are reserved for higher plans.
- Freshworks technical support may lack responsiveness depending on feedback;
- less extensive customisation of workflows than Freshservice.
What is Freshservice?
General presentation of Freshservice
Freshservice is the IT Service Management (ITSM) solution developed by Freshworks, designed for IT teams and internal corporate departments. Unlike Freshdesk, which primarily targets customer support teams, Freshservice is designed to manage the entire IT service lifecycle, from incidents to problems, including asset management, changes and internal requests.
It's a robust tool that combines ITIL-ready functionality, advanced automation and an intuitive interface. It's ideal for companies that want to structure their IT department or professionalise their IT management, without falling into the complexity of tools like ServiceNow.
Freshservice is a modern, flexible and accessible alternative for managing a service centre, ensuring productivity, traceability and continuous improvement.
Freshservice key features
Before going into detail, Freshservice stands out for its ability to transform IT management into a fluid, centralised process . It helps teams standardise IT practices while automating time-consuming tasks. This is a true service management platform, not just a helpdesk.
⚒️ Here are the key features of Freshservice:
- incident management: creation, tracking, categorisation, SLAs, automated resolution ;
- problem management: link with incidents, root cause analysis, impact monitoring; - request management: unified service portal;
- request management: unified service portal with customised catalogues;
- IT asset management: equipment lifecycle monitoring, CMDB, depreciation, etc;
- changes and releases: planning, approvals, risk analysis, communication ;
- Workflow automation: visual orchestration, alerts, automatic escalations;
- ITIL-native integration: compliance with industry best practice for compliance and efficiency.
Freshservice
Advantages and disadvantages of Freshservice
Freshservice is clearly aimed at IT teams, but its ease of use also opens it up to other internal departments: HR, finance, legal, etc. Before looking at whether it's a good fit for your organisation, let's look at what makes the tool strong, and what could slow down its adoption in certain contexts.
Freshservice combines ITSM functional depth with a fluid user experience, making it both powerful and enjoyable to use. You don't need to be ITIL-certified to get to grips with it, which remains rare in this category.
✅ Its main advantages are
- an intuitive, modern interface, despite its rich functionality
- a tool designed for IT from the outset (rather than an adaptation of a support tool);
- Very good asset management, with CMDB and complete history;
- effective visual automation, accessible without code;
- also suitable for other internal departments (HR, finance) via separate portals;
- native integration with Freshworks tools and third-party solutions.
Freshservice is more technical than Freshdesk, and some user feedback indicates that it becomes more complex the more advanced modules are activated. It is also more expensive to use per agent.
❌ Here are the main drawbacks:
- higher pricing (particularly on full ITSM plans) ;
- less suitable for managing classic external customer support;
- initial configuration (CMDB, automations) requires some time ;
- fewer external support channels than Freshdesk (including social media, customer-facing chat).
Freshdesk vs Freshservice: compare features
| Features | Freshdesk | Freshservice |
| Ticket management | Yes, multi-channel | Yes, ITSM oriented |
| Multi-channel support | E-mail, chat, telephone, social | ⚠️ Limited, internal oriented |
| Knowledge base | Yes | Yes |
| Workflow automation | Scenarios + simple rules | ITIL visual automation |
| Incident management | ⚠️ Basic | Complete (SLAs, escalations, links) |
| Problem management | ❌ No | Yes |
| Asset management | ❌ No native | Yes (CMDB, lifecycle) |
| ITIL support (ITSM processes) | ❌ No | Yes |
| Integrations | Large marketplace | Good IT integrations |
| User experience | Modern, simple | Fluid but more complex |
Focus on ticket management
Freshdesk is a customer-focused ticket management tool: every incoming message becomes a ticket, whether via email, chat, telephone or even Twitter. The emphasis is on processing speed and collaboration between agents. Ideal for customer support teams.
Freshservice, for its part, takes ITSM logic a step further: each ticket can be linked to :
- an incident
- a problem
- a service request
- or a change.
The tool can also be used to define precise SLAs, automatic escalations and root cause analysis. This is enterprise-level ticketing, with auditability and traceability requirements.
💡Our verdict:
- Freshdesk is simpler and quicker to get to grips with for customer-oriented use ;
- Freshservice is better suited to structured management of IT incidents and tickets.
Focus on workflow automation
Freshdesk offers simple automation scenarios: assigning tickets, sending notifications, automatic responses. These can already save a lot of time.
Freshservice takes the concept a step further with a visual workflow builder. You can trigger complex conditional actions (e.g. create an incident ticket if an asset breaks down and send an alert to the relevant team). We're entering the realm of IT orchestration.
💡Our verdict:
- Freshdesk is enough to automate basic support tasks;
- Freshservice is the best option for complex or ITIL automation.
Focus on the knowledge base and self-service
Freshdesk lets you create a public help centre for customers. It is customisable, multilingual, and can include FAQs, articles and forums. This reduces the pressure on agents.
Freshservice, on the other hand, offers a more internally-oriented base, with separate portals for each department (IT, HR, etc.). Very useful for structuring shared services within the company.
💡Our verdict:
- Freshdesk is ideal for an external customer portal ;
- Freshservice is better suited to multi-team internal self-service.
Focus on Asset Management
This is a clear breaking point: Freshdesk offers no native IT asset management.
Freshservice includes a complete CMDB:
- equipment tracking
- configuration of relationships between assets
- lifecycle management,
- depreciation,
- audit, etc.
Perfect for centralised IT management.
💡 Our verdict:
- If asset management is a key need, Freshservice wins hands down;
- Freshdesk is not suitable for this functionality.
Focus on team collaboration and productivity
Freshdesk shines with agent collaboration:
- internal notes
- mentions,
- ticket splitting,
- transfers between departments, etc.
The tool has clearly been designed for customer support teams who need to react quickly.
Freshservice is positioned more as a structuring tool, where workflows and roles are well defined, with validated and documented processes. Less reactivity, but more rigour.
💡Our verdict:
- Freshdesk is more dynamic for just-in-time customer support ;
- Freshservice structures exchanges better in a hierarchical IT organisation.
Freshdesk vs Freshservice: compare prices
| Plan / Level | Freshdesk | Freshservice |
| Gratuit / Free | Yes:
|
No |
| Basic / Growth | Growth - from €15/magent/month :
|
Starter - from €15/magent/month :
|
| Intermediate | Pro - from €49/magent/month :
|
Growth - from €40/magent/month :
|
| Advanced / Pro | Pro + AI Copilot - from €78/magent/month
|
Pro - from €84/magent/month :
|
| Enterprise / Custom | Enterprise - from €79/magent/month :
|
Enterprise - on quotation:
|
Freshdesk vs Freshservice: which interface is more intuitive?
Let's see how Freshdesk and Freshservice stack up in terms of UX, usability, mobile and customisation.
| Criterion | Freshdesk | Freshservice |
| General ergonomics | Modern, intuitive interface | Clear but denser interface |
| Learning curve | Very accessible, quick to learn | ⚠️ Slight complexity for IT modules |
| Portal customisation | Configurable customer portals | Multi-team internal portals |
| Mobile (iOS / Android) | Well-rated and responsive application | Functional but less fluid application |
| Navigation speed | Light, fast, efficient | Smooth, but busier |
| Non-technical accessibility | Very suitable for non-technical teams | ⚠️ Requires ITSM acculturation |
🧠 Who has the edge?
- Freshdesk relies on a streamlined interface and fluid navigation. The tool is designed so that any agent, even a non-technical one, can manage a ticket in just a few clicks. Perfect for customer support teams, even without a dedicated IT department.
- Freshservice offers a consistent, but denser interface - which is to be expected, given the depth of its functionality. It remains modern and well-designed, but requires a bit of initial training: especially for managing IT workflows, changes or the CMDB.
On mobile, both apps hold their own, but Freshdesk has a slight edge in terms of fluidity and speed.
Freshdesk vs Freshservice: compare integrations
For support managers and CIOs alike, the criteria to look at are not just the number of connections, but also ease of configuration and the ability to automate real workflows.
👉 Number of available integrations
- Freshdesk: ⭐⭐⭐⭐⭐
Over 1,000 integrations available via the Freshworks Marketplace. The tool interfaces easily with Salesforce, Slack, Microsoft Teams, WhatsApp, Shopify, Zoom, Trello, Aircall and HubSpot. The positioning is clearly geared towards customer support teams and traditional SaaS tools.
- Freshservice: ⭐⭐⭐⭐☆
A little less volume on the marketplace side (around 600 connectors), but greater depth on IT tools, such as Azure AD, JAMF, Okta, Jira, Confluence, ServiceNow, SCCM, etc. Freshservice is aimed primarily at structured IT environments, and less at the general public.
👉 Ease of configuration
- Freshdesk: ⭐⭐⭐⭐☆
Very easy to set up. Most integrations are plug & play with direct authentication or via API key. Little technical configuration required, except for the most advanced workflows (particularly if cross-automations or several CRM tools).
- Freshservice: ⭐⭐⭐☆☆
A little more technical: some integrations require IT skills or the use of internal configuration tools (such as Orchestration or Workflow Automator). It's still simpler than ServiceNow, but less 'off-the-shelf' than Freshdesk.
👉 Customisation and automation
- Freshdesk: ⭐⭐⭐⭐☆
Integrations can be combined with triggers, scenarios, custom SLAs and automation rules. You can easily connect tools like Slack or Aircall to trigger actions in ticketing, or synchronise CRM fields.
- Freshservice: ⭐⭐⭐⭐⭐
Freshservice shines here thanks to its advanced ITSM automation. The integrations enable complex workflows to be controlled (e.g. ticket creation based on a system alert, automatic update of an asset, validation of a change via Microsoft Teams, etc.). The orchestration potential is enormous.
💡 Conclusion
- Freshdesk takes the advantage for agile or business teams, who are looking for simple and quick to implement integrations with their preferred SaaS tools.
- Freshservice, on the other hand, is the solution of choice as soon as we're talking about hybrid IT environments, CMDBs, or critical workflows between several technical bricks. But you have to be prepared to devote a little more technical resources to it.
When should you choose Freshdesk or Freshservice?
This is not about choosing a 'best' tool. Freshdesk and Freshservice meet very different objectives, with their own organisational, workflow and reporting logics.
It's more a question of knowing which software best suits your team, your context or your level of digital maturity.
Typical use cases for Freshdesk
Freshdesk is designed for customer support. If your aim is to centralise, process and automate interactions with your users (prospects, end customers, partners...), this is the tool for you.
📌 Here are situations in which Freshdesk is clearly the right solution:
- multi-channel customer support: centralising requests by email, chat, social networks, telephone... ;
- SMEs or scale-ups that want a simple, visual tool that's quick to deploy;
- e-commerce, SaaS, B2C services: fluid management of requests, returns, refunds, deliveries, etc. ;
- teams of 5 to 50 agents, with loosely compartmentalised roles but needing visibility and traceability;
- rapid implementation of an online help centre to relieve human support ;
- automate repetitive tasks to save time without IT complexity.
Typical use cases for Freshservice
Freshservice is aimed at IT teams or internal departments that want to industrialise their management of requests, incidents, changes and assets, with a structured service management logic.
📌 Here are some cases where Freshservice is clearly better suited than Freshdesk:
- setting up an ITIL service desk with incident, problem and change management;
- CIOs or IT managers looking for a tool to structure internal request management processes;
- complete monitoring of the IT asset lifecycle (asset management, depreciation, assignment);
- multi-department companies (HR, finance, IT) looking for a unified internal service portal;
- complex, multi-stage workflows: approvals, validations, conditional escalations, etc;
- contexts where compliance and traceability are critical (regulated sectors, ISO companies, etc.).
Freshdesk or Freshservice: a service for everyone, a mission for everyone
Freshdesk and Freshservice share the same Freshworks DNA, but they have neither the same objectives nor the same audiences.
👉 If your issue is efficient, multi-channel customer support that's quick to set up, then Freshdesk is clearly made for you. It excels at simple ticket management, light automation, agent collaboration, and the fluidity of a well thought-out customer portal.
👉 If your need is more about internal service management, with rigorous IT processes, a CMDB, incident or asset management, then Freshservice is the right pick. It's a true ITSM tool, ready for advanced uses, but still more accessible than a behemoth like ServiceNow.
FAQ - Freshdesk vs Freshservice
What's the difference between Freshdesk and Freshservice?
Freshdesk is a multi-channel customer support software designed to manage incoming tickets from email, chat, social networks, etc.
Freshservice is an IT service management (ITSM) platform, designed to structure internal services: incidents, requests, changes, asset management, etc.
Can Freshdesk be used as an ITSM tool?
Not really. Although it can be used to manage internal tickets, Freshdesk does not integrate ITIL processes, nor asset, problem or change management. For true ITSM logic, it's better to opt for Freshservice, which is designed for this from the outset.
Is Freshservice suitable for external customer support?
Technically yes, but that's not its speciality. Freshservice is designed for internal services (IT, HR, legal), with complex workflows. For fluid, multi-channel, satisfaction-oriented customer support, Freshdesk is much better suited.
Is there a free version of Freshdesk or Freshservice?
Yes, Freshdesk offers a free plan, ideal for small teams or freelancers starting out in customer support.
Freshservice, on the other hand, does not offer a free version. It starts directly on paid plans with basic ITSM functionalities.
Can the two tools be used together?
Yes, Freshdesk and Freshservice can coexist within the same organisation. For example, a support team uses Freshdesk to manage customers, while the IT department uses Freshservice for internal requests. The two tools can also share data via Freshworks integrations or APIs.
Article translated from French