As businesses grow and their IT needs evolve, many will eventually look for Freshservice alternatives. While Freshservice is a solid choice for IT service management, offering automation, a user-friendly interface, and built-in asset tracking, it’s not always the perfect long-term fit for every team.
Some companies will outgrow it, needing more advanced customization or deeper integrations. Others will hit budget constraints or realize they need tools better suited to their industry or workflow. Whether it’s a mid-sized startup scaling fast, an enterprise demanding tighter ITIL alignment, or an MSP needing multi-tenant support, there are clear signs that a shift is coming.
In this article, we’ll explore who is most likely to search for alternatives to Freshservice and the key reasons behind that decision. If you’re starting to question whether Freshservice is still the right tool for you, you’re not alone — and it might be time to see what else is out there.
Common reasons you might look for Freshservice alternatives
Here are some of the possible reasons you might look for Freshservice alternatives
One of the primary reasons businesses seek alternatives is the cost. Licensing fees can become prohibitively expensive, especially for smaller teams or startups with limited budgets. Such costs can create a financial burden, making it difficult for small teams to afford the service while still managing other operational expenses. Finding more affordable alternatives becomes crucial for maintaining financial health while still obtaining the necessary tools.
Transparency in pricing is a significant factor when choosing a service provider. Customers may be drawn to a platform based on an attractive initial offer, only to find that hidden fees or unexpected price hikes appear later. This lack of clarity in pricing can erode trust and lead customers to explore other service providers who are more upfront and honest about costs.
Customer support is a key aspect of using any service. If users face issues with the platform or require assistance, but the original team who set up their workflows is unresponsive or unavailable, it can create frustration and disrupt business operations. Reliable and accessible support is essential for maintaining productivity, and the lack of it often prompts customers to search for alternatives.
The quality of first-tier support is often critical because it’s the first point of contact for customers seeking help. If this support is poor—whether it’s slow, unhelpful, or ineffective—it can lead to dissatisfaction and a sense of being neglected. First-tier support is crucial for addressing minor issues or directing customers to the right resources, so if this service fails, customers may seek alternatives with better customer care systems.
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Top 7 Freshservice alternatives for businesses in 2025
If you’re exploring alternatives to Freshservice in 2025, several IT service management (ITSM) platforms offer robust features tailored to various business needs. Here’s a curated list of top Freshservice alternatives:
- Desk365
- Servicenow
- Zendesk
- Jira Service Management
- Sysaid
- SolarWinds Service Desk
- BMC Helix
| Platform | Best For | Price Range |
|---|---|---|
| Desk365 | SMBs needing an affordable ITSM | $12–$20 per agent/month |
| ServiceNow | Large enterprises with complex IT needs | Approx $100–$500 per user/month |
| Zendesk | SMBs and those needing both customer and IT support | $19–$150 per agent/month |
| Jira Service Management | Agile teams and businesses using Atlassian products | $0–$40 per agent/month |
| SysAid | SMBs and mid-sized companies needing customization | $1,190/year for 1 agent |
| SolarWinds Service Desk | SMBs and mid-sized businesses, especially with existing SolarWinds tools | $19–$79 per agent/month |
| BMC Helix | Large enterprises with AI and automation needs | $100+/user/month |
As businesses grow and their IT needs evolve, many will eventually look for Freshservice alternatives. While Freshservice is a solid choice for IT service management — offering automation, a user-friendly interface, and built-in asset tracking — it’s not always the perfect long-term fit for every team.
Some companies will outgrow it, needing more advanced customization or deeper integrations. Others will hit budget constraints or realize they need tools better suited to their industry or workflow. Whether it’s a mid-sized startup scaling fast, an enterprise demanding tighter ITIL alignment, or an MSP needing multi-tenant support, there are clear signs that a shift is coming.
In this article, we’ll explore who is most likely to search for alternatives to Freshservice and the key reasons behind that decision. If you’re starting to question whether Freshservice is still the right tool for you, you’re not alone — and it might be time to see what else is out there.
1. Desk365
Desk365 is an AI-powered helpdesk ticketing system that helps businesses streamline customer interactions and optimize ticket resolution processes. It offers powerful features such as AI-powered ticket responses, unified inbox, automation, omnichannel support, and in-depth reporting and analytics. Desk365 integrates well with other tools like Microsoft Teams and provides a customizable experience for agents and customers alike.
Key features
1. Desk365 AI Agent
ChatGPT said:
2. Change/Approval management
Desk365’s Change and Approval Management feature makes it easier for teams to handle approvals in a clear, organized way. Instead of chasing people through endless email threads or waiting for manual sign-offs, approvals can be automated based on structured workflows that match how your organization operates. Whether it’s a step-by-step process where each person approves in order, or a more flexible setup where anyone in a group can approve, the system adapts to different needs. This saves time, speeds up decisions, and helps avoid unnecessary delays.
3. Service Level Agreements (SLAs)
Desk365 ensures timely resolution of tickets by monitoring SLAs. It provides periodic reminders to agents about upcoming due dates and alerts them when SLA infractions occur, helping teams stay on track and avoid delays.
4. Unified Inbox
Desk365 consolidates all customer support requests from various channels into a single, easy-to-use inbox. This feature allows agents to collaborate efficiently and manage requests without toggling between different communication platforms.
5. Automations
Desk365 offers a wide range of automation tools to improve productivity. For example, automation macros can be triggered when a ticket is created or updated, ensuring that routine tasks are handled automatically based on predefined conditions (such as ticket properties or customer events).
6. Real-time alerts and notifications
Instant notifications keep agents informed of updates to tickets. Whether it’s a new reply, a status change, or other activities, Desk365 ensures agents are aware of important developments in real-time, preventing them from missing critical updates.
7. Round-robin ticket assignment
To ensure a balanced workload, Desk365 includes a round-robin ticket assignment feature. This automatically distributes tickets to agents in a balanced way, improving response times and preventing any one agent from becoming overwhelmed.
8. Knowledge base
Desk365 makes it easy to create and share knowledge base articles with your team and customers. The knowledge base can serve as a training tool for agents, and selected solution articles can be made public on the customer support portal, allowing customers to find answers on their own.
9. Custom ticket views and reports
Desk365 offers customizable ticket views and detailed analytics that allow you to monitor your team’s performance. You can track metrics like ticket resolution time, agent performance, and customer satisfaction, helping you to make data-driven decisions to improve your support process.
10. Omnichannel support
Desk365 integrates with multiple channels, making it easy for customers to reach you through the medium they prefer. Channels include:
- Microsoft Teams: Customers can create tickets, check statuses, and respond to agents all within Teams.
- Email: Incoming emails are converted into tickets, and agents can respond directly from the platform.
- Web Widget: A customizable widget that can be embedded on your website for easy ticket creation.
- Web Form: A configurable iframe form that can also be added to your website for seamless ticket creation.
11. Customization options
Desk365 allows extensive customization to suit the specific needs of your business. You can tailor:
- Agent roles and permissions for different levels of access.
- Ticket forms with custom fields and workflows to align with your processes.
- Support portal appearance to match your branding.
- Email settings and secondary email configurations for different departments (e.g., sales, marketing).
Pricing:
Lowest Paid Plan: $12/agent/month
Highest Paid Plan: $20/agent/month
Free trial available.
2. ServiceNow
ServiceNow is an industry leader in IT service management, designed for large organizations with complex IT infrastructures. It is a comprehensive solution that goes beyond traditional ITSM capabilities to include IT operations management (ITOM), business process automation (BPA), and customer service management (CSM). ServiceNow is highly customizable, scalable, and integrates seamlessly into enterprise IT environments.
How it stands out:
ServiceNow is known for its vast array of features that cater to the needs of large enterprises. One of the key differentiators is its Configuration Management Database (CMDB), which helps organizations map out and manage their IT assets and infrastructure. Additionally, it leverages AI and machine learning for predictive analytics, allowing businesses to proactively manage issues before they arise.
Pros
Extremely scalable and robust for enterprise-level operations
Industry-leading CMDB for asset and infrastructure mapping
Advanced AI/ML capabilities for proactive issue management
Wide range of integration options for enterprise tools
Highly customizable for different business workflows
Cons
High cost, especially for enterprise-level deployments
Steep learning curve and complex implementation process
Requires expert resources for customization and administration
May be over-engineered for SMB needs
Pricing:
Pricing for ServiceNow is customized based on the size and needs of the organization. However, typical pricing ranges from:
Basic Plans: Around $100–$200 per user/month
Enterprise Plans: Can range from $500 per user/month and upwards, depending on the number of users, required modules, and deployment preferences (cloud or on-premise).
3. Zendesk
Zendesk is a popular customer service platform that also offers IT service management capabilities. It’s highly customizable and provides features like ticket management, automation, and multi-channel support, allowing businesses to handle both customer and internal IT support tickets on the same platform.
How it stands out:
Zendesk excels in its ability to consolidate customer service and ITSM into one platform, making it a strong option for businesses seeking an all-in-one solution. It enables efficient ticket handling, automation, and cross-functional collaboration between IT and support teams.
Pros
Easy-to-use interface with quick setup
Combines customer support and ITSM functions
Multi-channel support (email, chat, phone, social media)
Strong integration ecosystem
Good automation and reporting features in higher plans
Cons
Lacks deep ITSM features needed for large IT departments
Limited asset management capabilities
Reporting tools can be restrictive in lower tiers
Less ideal for advanced workflow automation without customization
Pricing:
Essential plan: $19 per agent/month
Team plan: $49 per agent/month
Professional plan: $99 per agent/month
Enterprise plan: $150 per agent/month
4. Jira Service Management
Jira Service Management (JSM), developed by Atlassian, is an ITSM solution designed for agile development teams. It is highly integrated with Jira Software, making it ideal for organizations already using Atlassian tools. JSM facilitates collaboration across IT, development, and support teams with shared workflows and incident management.
How it stands out:
JSM stands out through its integration with Jira Software and Confluence, enabling agile teams to work in sync with IT operations. It supports DevOps, agile workflows, and real-time collaboration for faster incident response and project delivery.
Pros
Deep integration with Atlassian tools (Jira Software, Confluence)
Customizable workflows and SLAs
Ideal for agile and DevOps teams
Affordable for small to mid-sized teams
Built-in knowledge base and automation tools
Cons
Can be complex for non-technical users
Requires configuration for full ITIL compliance
Some advanced features need additional plugins
Less suited for companies outside the Atlassian ecosystem
Pricing:
Free plan: for up to 3 agents
Standard plan: $20 per agent/month
Premium plan: $40 per agent/month
Enterprise plan: custom pricing
5. SysAid
SysAid is an affordable and customizable IT service management platform that caters to SMBs and mid-sized organizations. It offers a range of ITSM features, including incident and problem management, service catalog, asset management, and reporting. SysAid allows for extensive customization of workflows and service catalogs
How it stands out:
SysAid offers a high degree of customization without excessive complexity. Features like asset management and remote support make it great for SMBs looking for a practical, hands-on approach to IT management. It integrates with many common business tools, increasing operational efficiency.
Pros
Affordable for SMBs and mid-sized businesses
Extensive workflow and form customization
Built-in remote desktop and asset management
Offers both cloud and on-premise deployment
User-friendly and flexible UI
Cons
Interface feels outdated compared to modern platforms
Limited AI and automation capabilities
Reporting tools are not very advanced
Smaller third-party integration ecosystem
Pricing:
Standard plan: starts at $1,190 per year for a single agent
Additional licenses and enterprise features available with custom pricing
6. SolarWinds Service Desk
SolarWinds Service Desk is a cloud-based IT service management platform that combines ITSM with IT operations management. It includes modules for incident management, asset tracking, service requests, and a knowledge base. It integrates seamlessly with SolarWinds’ network monitoring tools for unified IT management.
How it stands out:
SolarWinds Service Desk is ideal for organizations already using SolarWinds products. Its ability to unify service desk and network monitoring makes it especially efficient for IT teams. The tool is simple, efficient, and quick to deploy.
Pros
Seamless integration with SolarWinds network tools
Affordable and easy to implement
Effective ticketing and asset management
Strong self-service portal and automation features
Good fit for hybrid IT environments
Cons
Limited advanced ITSM features
Not as customizable as other tools
AI and machine learning features are basic
Works best within the SolarWinds ecosystem
Pricing:
Standard plan: $19 per agent/month
Professional plan: $39 per agent/month
Enterprise plan: $79 per agent/month
7. BMC Helix
BMC Helix is an enterprise-grade ITSM platform offering a full suite of ITIL-aligned features such as incident, problem, change, and asset management. It includes AI-driven automation and predictive analytics, and supports deployment in cloud, on-premise, or hybrid environments.
How it stands out:
BMC Helix excels through its use of AI and machine learning for IT operations and service delivery. It offers flexible deployment and deep integrations with enterprise systems, making it well-suited for global, complex organizations.
Pros
Powerful AI/ML for automation and prediction
Fully ITIL-compliant with robust features
Flexible deployment (cloud, on-premise, hybrid)
Scales well for global enterprise needs
Comprehensive reporting and analytics
Cons
High cost of ownership
Complex to configure and manage
Requires dedicated IT expertise
May be too advanced for smaller teams
Pricing:
Starts at around $100 per user/month
Custom pricing applies for larger deployments and advanced modules
Choose the best Freshservice alternative
If you’re currently using Freshservice and starting to feel like it’s too complex, overpriced, or not quite aligned with your team’s needs, it may be time to consider a better option.
Desk365 is quickly emerging as the top alternative for businesses that want a simpler, faster, and more affordable IT service desk. What makes Desk365 stand out is its native integration with Microsoft Teams.
If your team already uses Teams, this means you can create, manage, and respond to tickets directly within the app, without switching between tools. It brings your helpdesk right into your daily workflow.
Desk365 also includes all the essential features like multi-channel ticketing, smart automation, SLAs, custom fields, and an intuitive user interface. Unlike Freshservice, it avoids unnecessary complexity and focuses on what support teams actually need.
Another major advantage is the transparent pricing. You get full access to key features without needing to upgrade to expensive tiers or pay hidden fees. Desk365 is quick to set up, easy to use, and supported by a team that truly cares about helping you succeed. If you’re looking for a modern, no-fuss helpdesk that fits naturally into your workflow and budget, Desk365 is the clear choice over Freshservice.
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