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IT service management / YOUR COMPARISON
100% evidence coverage
With AI excluded: 100/100
US$19.00
Agent / month · VAT basis not stated
Teams wanting one service desk with room to add structured IT operations.
Official UK customer Bensons for Beds documents Freshservice deployment.
The first number is earned from documented features. Unverified capabilities create the range. Product scores do not establish the quality, reliability or price of a particular plan.
| Capability & demo question | Freshservice100/100 documented fit |
|---|---|
Core workflowEmail request intake5.0 points availableAsk in the demoCreate a ticket from a test email. | ✓ Supported Email intake. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowSelf-service request portal5.0 points availableAsk in the demoSubmit and track a request as an employee. | ✓ Supported Employee portal. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowConfigurable request forms5.0 points availableAsk in the demoShow a form collecting service-specific details. | ✓ Supported Custom fields and business rules. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowSearchable knowledge base5.0 points availableAsk in the demoFind and use a relevant approved article. | ✓ Supported Knowledge management. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowAutomatic ticket assignment5.0 points availableAsk in the demoRoute a sample request to its responsible group. | ✓ Supported Round-robin assignment. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowService-level targets5.0 points availableAsk in the demoShow response and resolution targets on a request. | ✓ Supported SLA policies. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowService performance reporting5.0 points availableAsk in the demoReport a backlog and a service-level result. | ✓ Supported Service analytics. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowIT asset inventory5.0 points availableAsk in the demoFind the device associated with a request. | ✓ Supported Asset management; capacity varies. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowService catalogue5.0 points availableAsk in the demoOrder a defined service from an employee-facing catalogue. | ✓ Supported Service catalogue. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthConditional approval workflow5.0 points availableAsk in the demoRoute a request to a different approver based on its details. | ✓ Supported Workflow Automator conditional approvals. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthProblem and root-cause records5.0 points availableAsk in the demoAssociate recurring incidents with a problem record. | ✓ Supported Pro problem management. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthControlled change workflow5.0 points availableAsk in the demoDemonstrate review, approval and tracking of a change. | ✓ Supported Pro change workflows. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthConfiguration dependencies5.0 points availableAsk in the demoShow how a service depends on related configuration items. | ✓ Supported Configuration dependency mapping. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthOn-call escalation5.0 points availableAsk in the demoEscalate a sample alert to the current on-call responder. | ✓ Supported On-call schedules and escalation. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthRestricted agent responsibilities5.0 points availableAsk in the demoShow a restricted role unable to change unauthorised records. | ✓ Supported Agent roles and restrictions. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthAdministrative audit history5.0 points availableAsk in the demoFind an administrative change with actor and timestamp. | ✓ Supported Enterprise audit logs. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthService data API5.0 points availableAsk in the demoRetrieve a request through an authenticated API. | ✓ Supported REST API; edition-specific rate limits. 5.0 / 5.0 pointsEvidence ↗ |
AIAI ticket summaries5.0 points availableAsk in the demoSummarise a long incident without omitting key evidence. | ✓ Supported UK customer documents AI summaries. 5.0 / 5.0 pointsEvidence ↗ |
AIAI response drafting5.0 points availableAsk in the demoDraft a reply grounded in a relevant knowledge article. | ✓ Supported UK customer documents response generation. 5.0 / 5.0 pointsEvidence ↗ |
AIConversational employee service agent5.0 points availableAsk in the demoResolve a routine request and demonstrate escalation. | ✓ Supported Freddy employee conversational support. 5.0 / 5.0 pointsEvidence ↗ |
“Not verified” means the recorded evidence does not settle this specific check. It does not mean the feature is absent. Read the scoring method.