Top Freshservice Alternatives for IT Service Management

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Is Freshservice the right fit, or could there be a Freshservice competitor that aligns better with your needs? While it’s a solid IT service management solution, many teams explore alternatives for greater flexibility, cost efficiency, and deeper automation. The right platform should adapt to your workflows – not the other way around.

This article highlights top Freshservice alternatives, each offering unique strengths, from automated approvals and cost optimization to seamless ITSM integrations. Whether you're scaling operations or refining service delivery, you'll find a solution that fits.

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TL;DR - Freshservice Competitors Overview

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A. Freshservice: A Quick Overview 

Freshservice is a cloud-based IT service management (ITSM) solution by Freshworks, designed to simplify IT support, automate workflows, and improve service delivery. It offers an intuitive interface, multi-channel support, and built-in AI capabilities, making it a strong contender for organizations looking to streamline their IT operations.

With Freshservice, teams can manage IT service requests, incidents, and asset tracking while leveraging automation to reduce manual workloads. It also integrates with various third-party tools, allowing for seamless collaboration between IT and other departments.

Pros of Freshservice:

• Easy to set up with a user-friendly interface
• AI-powered automation for workflows and ticket management
• Multi-channel support, including email, chat, and phone
• Strong integration capabilities with third-party apps
• Built-in asset management for tracking IT resources
• Customizable templates for service requests and tickets
• Mobile accessibility for on-the-go IT support

Why Do People Look for Freshservice Alternatives?

While Freshservice offers a solid ITSM solution, some users encounter limitations that lead them to explore other Freshservice alternatives. Based on user reviews, common concerns include:

• Limited customization – Some workflows and reporting features are rigid and lack flexibility.
• Reporting challenges – Advanced reporting and analytics can feel clunky and require workarounds.
• Pricing concerns – Costs can add up, especially for scaling teams with growing ITSM needs.
• Feature gaps – Users report missing capabilities compared to enterprise-grade ITSM solutions compared to other freshservice alternatives. 
• Mobile limitations – The mobile app does not fully replicate desktop functionalities.
• Customer support inconsistencies – Some users experience delays in resolution for technical issues.

These pain points push businesses to seek more customizable, cost-effective, or feature-rich Freshservice alternatives that align better with their IT service management needs.

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B. Best Freshservice Alternatives for IT Service Management

1. CloudEagle - #1 Freshservice Alternative  

Managing IT services while keeping SaaS costs in check is a challenge. Teams often struggle with fragmented workflows, duplicate subscriptions, and lack of visibility into software usage.

CloudEagle.ai solves this by combining IT service management, SaaS procurement, and spend optimization into a single AI-powered platform – something traditional ITSM tools don’t cover. 

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Unlike many Freshservice competitors, which focus primarily on service management, CloudEagle extends beyond ITSM to help teams cut unnecessary SaaS expenses, automate approvals, and optimize vendor negotiations. 

It provides real-time discovery of software assets, automated renewal tracking, and integration with 500+ SaaS vendors, ensuring IT, finance, and procurement teams can manage everything from a single dashboard. With direct integrations into Freshservice, ServiceNow, and Jira, CloudEagle doesn’t just streamline IT requests – it transforms how businesses manage IT and SaaS together.

Let’s read how CloudEagle.ai does it: 

Key features: 

a) SaaS & IT Discovery

IT teams often lack visibility into their software stack, leading to security risks and unnecessary costs. Among Freshservice alternatives, CloudEagle.ai stands out SaaS & IT Discovery feature provides real-time insights into all software assets – both sanctioned and shadow IT – ensuring complete visibility and control over applications, usage, and compliance.  

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With automated discovery, teams can proactively manage software sprawl, identify underutilized apps, and optimize their SaaS portfolio without manual tracking.

b) Automated Approvals & Renewals

Traditional ITSM tools (sometimes Freshservice competitors) rely on manual approval chains, leading to delays and inefficiencies in onboarding, access requests, and renewals. CloudEagle.ai automates approval workflows, allowing IT teams to process access requests, software purchases, and renewals instantly. 

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With Slack integration, approvals that once took days can now be completed in hours, eliminating bottlenecks and ensuring faster service delivery.

c) Spend Optimization & Cost Savings

Untracked licenses and redundant SaaS subscriptions lead to excessive IT spending. CloudEagle.ai proactively identifies duplicate apps, unused licenses, and costly renewals, giving teams actionable insights to cut unnecessary costs. 

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d) Negotiation Services & Vendor Price Benchmarking

One of the biggest advantages CloudEagle offers compared to Freshservice alternatives is its expert-led SaaS negotiation service. Businesses often overpay for software due to lack of market insights, hidden fees, or inefficient contract terms.

CloudEagle’s SaaS buying experts analyze your vendor contracts, compare them with industry benchmarks, and negotiate better deals on your behalf. This ensures companies pay the right price for every tool while reducing unnecessary contract commitments.

By leveraging CloudEagle’s negotiation services, businesses have saved up to 30% on SaaS renewals and new purchases without spending hours on back-and-forth discussions with vendors.

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e) Workflow Automation for IT Teams

IT teams often struggle with fragmented systems, causing inefficiencies in procurement and service management. CloudEagle.ai centralizes IT workflows by automating procurement requests, approvals, vendor negotiations, and compliance tracking. 

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This reduces manual workload, eliminates redundancies, and accelerates IT service delivery.

f) Integration with ITSM Platforms

Switching between multiple tools to manage IT assets and service requests is inefficient. CloudEagle.ai integrates seamlessly with ITSM platforms like Freshservice, ServiceNow, and Jira Service Management, allowing IT teams to manage tickets, software procurement, and renewals from a single interface. 

This ensures smoother workflows and a unified IT management experience.

→ What sets CloudEagle.ai apart?

• Freshservice focuses on ticketing, but CloudEagle provides full SaaS lifecycle management with cost-saving insights.
• Traditional ITSM tools lack spend controls, whereas CloudEagle prevents unnecessary SaaS spending before it happens.
• Most ITSM platforms don’t track underutilized software, but CloudEagle flags duplicate apps and untracked licenses in real time.

What users say about CloudEagle.ai, 

“Minutes within connecting CloudEagle, we realised we had over 1000 unmanaged apps!” ~ Iffi Wahla, Co-founder and CEO, Edge 

“No more auto-renewal of contracts. Timely reminders & escalations ensured renewals were never missed.” ~ Pratibha Mehta, Head of Operations, Falkonry

Pricing:

CloudEagle offers three pricing plans based on the number of employees:

• SaaS Management: Starts at $2,500/month
• SaaS Governance: Starts at $2,000/month
• SaaS Procurement: Starts at $2,500/month

2. Jira Service Management 

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Jira Service Management is an ITSM platform designed to unify Dev, IT, and business teams. Built on Jira, it streamlines service requests, incident management, and change tracking with automation and AI-powered capabilities. Its flexible workflows and integrations make it a strong choice for high-velocity teams.

a. Key Features

• AI-powered service management – Uses automation and machine learning to speed up issue resolution and reduce manual work.
• Customizable Workflows – Drag-and-drop workflow designer allows teams to tailor ITSM processes based on their needs.
• Seamless DevOps Integration – Connects with Jira Software, Confluence, Bitbucket, and OpsGenie to enable full visibility across IT operations.

b. Pros

• Strong DevOps Integration – Works well with Atlassian’s ecosystem for smooth software development and IT collaboration.
• Customizable & Scalable – Adaptable to various business sizes with extensive customization options.
• Powerful Automation – Reduces manual workload with AI-driven ticketing and response systems.

c. Cons

• Steep Learning Curve – Requires training for new users due to its complex interface.
• Limited Asset Management – IT asset tracking is less robust compared to competitors.
• Performance Issues – Can be slow to load, especially with large datasets.

d. Pricing

Starts at $20 per agent/month (Standard) and $47.82 per agent/month (Premium). A free plan for up to 3 agents is also available.

3. ServiceNow 

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ServiceNow is an AI-powered IT service management (ITSM) platform designed for enterprise-scale automation, workflow management, and service delivery. It integrates IT, customer service, HR, and business workflows into a single unified platform, enhancing efficiency and collaboration.

a. Key Features

• AI-powered workflow automation – Automates ticketing, incident resolution, and IT operations with machine learning.
• Integrated ITSM & ITOM – Connects IT service management with IT operations for real-time issue detection and resolution.
• Low-Code/No-Code App Development – Enables teams to build custom workflows and apps with minimal coding.

b. Pros

• Enterprise-Grade Scalability – Suitable for large businesses with complex IT service needs.
• Strong AI & Automation Capabilities – Reduces manual work and speeds up service delivery.
• Wide Integration Support – Works with DevOps, cloud services, and third-party tools.

c. Cons

• High Learning Curve – Requires training to fully utilize its features.
• Complex Setup & Customization – Can be difficult to configure without expert support.
• Expensive for Small Businesses – Pricing is tailored for mid-to-large enterprises.

d. Pricing

Custom pricing based on business needs requires a quote from ServiceNow’s sales team.

4. Zendesk 

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Zendesk is an AI-powered customer service platform designed to streamline support operations through ticketing, automation, and omnichannel communication. As a Freshservice competitor, it helps businesses deliver personalized, efficient, and scalable customer experiences across email, chat, social media, and phone.

a. Key Features

• Omnichannel Support – Unifies customer interactions across email, chat, voice, and social media in one platform.
• AI-powered automation – Uses AI agents, chatbots, and workflow automation to improve response times.
• Robust Analytics & Reporting – Provides detailed insights into customer interactions and agent performance.

b. Pros

• Simple setup with an intuitive interface.
• Allows businesses to tailor workflows, automation, and integrations.
• Works for startups to enterprises with flexible plans.

c. Cons

• Expensive for small businesses: Many advanced features require higher-tier plans.
• Limited reporting on lower plans: Custom reports are only available in premium tiers.
• Customer support concerns:  Some users report slow response times from Zendesk’s support team.

d. Pricing

Starts at $19 per user/month, with custom pricing for enterprise solutions.

5. SysAid  

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SysAid is a next-gen IT Service Management (ITSM) platform with AI-powered automation baked into every aspect of IT operations. Unlike Freshservice alternatives, or streamlines ticketing, workflow automation, and asset management a bit faster, helping businesses improve efficiency, reduce resolution times, and enhance service delivery.

a. Key Features

• AI-Powered ITSM – Uses AI-driven ticket automation, workflow orchestration, and chatbots for faster issue resolution.
• Comprehensive Asset Management – Monitors and secures IT assets within the service desk for centralized management.
• Advanced Reporting & Analytics – Provides real-time dashboards, performance insights, and BI analytics for data-driven decisions.

b. Pros

• Highly customizable – Adaptable workflows, automation, and integrations.
• Seamless ticket management – AI-powered categorization and routing improve response times.
• User-friendly interface – Intuitive setup and easy-to-use platform.

c. Cons

• Some features are locked behind premium plans – BI reports and advanced analytics require upgrades.
• UI could be improved – Some users find it outdated and less interactive.
• The cloud version has exclusive features – On-premise users may miss out on AI enhancements.

d. Pricing

Starts at $19 per agent/month, with enterprise solutions available on request.

6. Zoho Desk 

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Zoho Desk, another one of the well-known Freshservice alternatives, is an AI-powered help desk software designed to streamline customer support across multiple channels. It offers ticket automation, AI-driven insights, and omnichannel support, making it a cost-effective solution for businesses of all sizes looking to enhance customer service.

a. Key Features

• Omnichannel Support – Manage tickets from email, chat, social media, and calls in one place.
• AI-Powered Assistance (Zia) – Uses AI to automate ticket categorization, sentiment analysis, and smart responses.
• Customizable Workflows – Automate tasks, define SLAs, and personalize workflows to fit business needs.

b. Pros

• Affordable pricing – Competitive pricing with a free plan for small teams.
• Seamless integrations – Connects with 200+ apps, including Zoho CRM and Slack.
• Intuitive UI – User-friendly dashboard with powerful automation tools.

c. Cons

• Steep learning curve – Advanced automation features require time to master.
• Limited reporting – Analytics could be more intuitive and flexible.
• Mobile app limitations – Lacks some features available in the desktop version.

d. Pricing

Starts at $7/agent/month, with a free plan for up to 3 agents.

7. SolarWinds Service Desk 

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SolarWinds Service Desk is one of the cloud-based Freshservice alternatives and IT service management (ITSM) platforms designed to streamline IT operations. It offers AI-powered automation, incident tracking, and asset management, helping IT teams reduce resolution times and enhance user experiences.

a. Key Features

• Incident Management – AI-driven automation for ticket prioritization, assignment, and real-time collaboration.
• IT Asset Management – Tracks hardware, software, and compliance for better visibility and cost control.
• Change Management – Structured workflows to minimize risks and ensure seamless IT updates.

b. Pros

• Reduces manual effort with intelligent ticketing and smart recommendations.
• Supports unlimited requestors with flexible workflows and integrations.
• Works with Microsoft Teams, Slack, Open REST API, and more.

c. Cons

• High pricing – More expensive than some competitors, especially for advanced features.
• Learning curve – Requires time to master advanced automation and workflow customization.
• Limited mobile functionality – Some desktop features are missing in the mobile app.

d. Pricing

Starts at $39/technician/month for unlimited users.

8. HappyFox 

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HappyFox, another one of the top Freshservice alternatives, is a comprehensive help desk software that simplifies customer support with an intuitive ticketing system, workflow automation, and real-time analytics. It enables businesses to streamline request management, enhance team productivity, and provide faster resolutions across multiple communication channels.

a. Key Features

• Centralized Ticketing – Converts email, phone, chat, and web requests into organized tickets.
• Workflow Automation – Eliminates repetitive tasks with custom rules and triggers.
• Advanced Reporting – Tracks key support metrics and team performance in real time.

b. Pros

• Highly customizable – Tailor workflows, roles, and ticket queues to fit your needs.
• Scalable for teams – Supports businesses of all sizes with unlimited ticketing.
• Multi-brand support – Manage multiple brands from a single dashboard.

c. Cons

• Entry plan limitations – The basic plan is capped at 5 agents.
• Higher tiers are costly – Premium features require pricier plans.
• Limited mobile app functions – Some advanced settings are desktop-only.

d. Pricing

Starts at $21/agent/month, with higher plans at $39, $89, and custom pricing for enterprises.

9. ManageEngine ServiceDesk Plus 

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ManageEngine ServiceDesk Plus is a powerful IT service management (ITSM) solution designed for IT and enterprise service teams. It offers incident management, asset tracking, and AI-powered automation, making it one of the strong Freshservice alternatives for organizations seeking cost-effective and scalable ITSM.

a. Key Features

• ITIL-Certified ITSM – This covers incident, change, problem, and asset management.
• AI-powered automation – Uses predictive intelligence and virtual agents to streamline service delivery.
• Customizable & Scalable – Supports multi-instance setups, custom workflows, and flexible deployment (cloud or on-premises).

b. Pros

• Cost-effective compared to Freshservice – Competitive pricing with robust ITSM features.
• Seamless integration – Works well with existing IT ecosystems and ManageEngine tools.
• Flexible deployment – Available in cloud and on-premises versions.

c. Cons

• Steeper learning curve – Customization and setup may require IT expertise.
• Limited third-party integrations – Fewer options compared to competitors like Freshservice.
• Advanced features in higher plans – AI-powered automation and IT asset management require premium plans.

d. Pricing

Starts at $13/technician/month for Standard, $27/technician/month for Professional, and $67/technician/month for Enterprise.

10. BMC Helix   

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BMC Helix ITSM is a powerful, AI-driven IT service management (ITSM) platform that enhances IT operations through automation, predictive intelligence, and real-time insights. It serves as a Freshservice alternative for enterprises seeking advanced service and workflow automation.

a. Key Features

• AI-Driven ITSM – Uses AI and machine learning for intelligent automation and ticket resolution.
• Integrated Service & Operations Management – Unifies ITSM with AIOps, root cause analysis, and anomaly detection.
• Low-Code Customization – Enables easy configuration of workflows, dashboards, and reports without deep coding skills.

b. Pros

• Scalable for enterprises – It supports complex IT environments with robust automation.
• Seamless integrations – It works well with DevOps and IT operations tools.
• Advanced AI capabilities – Offers predictive incident resolution and smart virtual agents.

c. Cons

• Higher pricing than Freshservice – Enterprise-grade features come at a premium cost.
• Steep learning curve – Requires training for full utilization of automation and analytics.
• Occasional performance issues – Some users report slow UI and complex configurations.

d. Pricing

BMC Helix ITSM has no publicly listed pricing; contact sales for a custom quote.

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C. Smart IT Service Management Starts Here

Choosing the right Freshservice alternatives is key to improving service efficiency, reducing bottlenecks, and ensuring seamless IT operations. Whether you need better automation, AI-powered incident resolution, or streamlined workflows, each solution offers unique advantages.

Here’s a quick recap of what we covered:

• Traditional ITSM tools handle ticketing well but may lack automation for approvals and workflows.
• AI-driven solutions improve response times, reduce manual workloads, and enhance employee self-service.
• Integrated platforms centralize service requests, incident tracking, and cross-departmental collaboration.

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D. Wrapping up

If your goal is to reduce service delays, automate workflows, and simplify ITSM, CloudEagle brings a fresh approach. It integrates SaaS management with service automation, ensuring that IT, finance, and procurement teams collaborate efficiently.

With AI-powered insights, 500+ integrations, and automated approvals, CloudEagle helps businesses streamline service management while controlling costs. Whether you're optimizing IT workflows or improving request handling, CloudEagle ensures a faster, more efficient service experience.

Read next: 

• Top 8 IT Service Management Tools

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• 7 ServiceNow Alternatives and Competitors

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• 10 Best IT Operations Management Tools

          Explore the 10 best IT operations management tools to streamline workflows, boost efficiency, and enhance system performance in 2025.

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