Freshdesk vs. Freshservice: 2026 Comparison

Both Freshdesk and Freshservice’s ticket management capabilities receive a very high proportion of positive reviews and high scores from users. Freshservice edges ahead of Freshdesk in this regard, with a slightly higher average rating.

Freshservice users particularly like its customizable platform and general flexibility. They can customize views, statuses, workflows, and the system's general tailoring to a firm’s specific needs for ticket management. This contrasts a little with Freshdesk's feedback, which comments on positive aspects of its ticketing system, such as its ability to auto-assign to staff and omnichannel support.

However, when using its ticketing management, Freshdesk users sometimes highlight challenges with managing access permissions and navigating the licensing model, which can complicate user management. In the case of Freshservice’s ticketing ability, negative comments focus more on confusion with its user interface and issues managing old project codes, which can hinder operation at times.

Users see Freshdesk as a strong choice thanks to its alerts and notifications and its capacity to provide better oversight of real-time communication. Integrations with other platforms, such as Microsoft Teams and TeamViewer, are seen as particularly useful in helping communicate information. Another highlight is the capacity to customize alerts in a way that prevents staff from being overwhelmed by their volume.

However, users of Freshdesk highlight some areas where this feature could improve. For instance, some feel that inconsistencies with automations can cost time by requiring manual checks for updates.

Freshservice also receives mostly positive feedback for its alerting and notifications. Reviewers highlight positives such as its ability to align with ITIL standards and flexibility to integrate the system with third-party tools. Users also reference customizations with webhooks and custom email addresses.

Like Freshdesk, it offers the ability to prioritize vital notifications, although some users comment that the notification setup can be a little cluttered in its organization. They also mention issues such as intrusive payment banners as downsides in this area.

Both Freshdesk and Freshservice have broadly positive feedback from users for their ability to control user access for different technical levels of staff. In both cases, users appreciate the ability to secure sensitive information used by agents and set customizable permission levels.

In the case of Freshdesk, the capacity to integrate with directory services, such as Active Directory, is seen as a clear advantage for managing internal user databases smoothly. However, while the ability to set specific permission levels for agents based on roles is seen well overall, some comments note a lack of customization options in the basic plan compared to higher paid tiers.

Freshservice is seen as effective when managing different teams and departments, thanks to its level of control and flexibility when creating and allocating staff to specific permission levels. However, some users dislike the reliance on third-party applications for single-sign-on (SSO) to secure user logins. Some reviews also comment on a lack of more granular control over particular elements, such as agent admin permissions and ticket visibility for requesters.