Desk365 vs Freshservice
Desk365
desk365.io
Freshservice
freshworks.comSide by side
| Figure | Desk365 | Freshservice |
|---|---|---|
| Price from | $1/mo | $19/mo |
| Free plan | Yes | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 12 | 7 |
| Spec score · IT Ticketing Systems | 9.4 (#1) | 9.2 (#3) |
| Spec score · IT SLA Management Software | 9.3 (#2) | 9.0 (#8) |
| Spec score · IT Help Desk Software | 9.3 (#3) | 9.1 (#4) |
| API | Desk365 exposes a REST API v3 documented with OpenAPI and authenticated by an API key in the Authorization header. | Freshservice exposes REST API operations for reading, adding, modifying and deleting service-desk data; pricing lists plan limits of 100, 200, 400 or 500 calls per minute. |
| Asset management | Premium includes lifecycle tracking, software management, inventory, vendors and depreciation. | Asset lifecycle, hardware, software and SaaS management track inventory, usage, compliance and retirement. |
| Change management | Plus provides structured change and approval workflows with multi-stage approvals and audit trails. | Change management assesses service impact and risks using contextual data before rollout. |
| Free plan | Yes | No |
| Integrations | Jira connects through the API; Asana, Microsoft Planner and Azure DevOps connect through Power Automate; Power BI uses the API. | Freshworks says its marketplace has thousands of apps and its broader ecosystem exceeds 1,200 enterprise apps. |
| Licence | The terms identify Desk365 as proprietary software owned by Kani Technologies Inc. and grant limited, revocable access. | Freshservice is proprietary commercial software; its Android app separately discloses third-party open-source components and their licences. |
| Rating on Capterra | 4.9 out of 5 from 12 reviews. | 4.5 out of 5 from 805 reviews |
| Rating on G2 | 4.9 out of 5 from 32 reviews. | 4.6 out of 5 from 1,320 reviews |
| Rating on Gartner Peer Insights | 4.6 out of 5 from 5 ratings. | 4.4 out of 5 from 1,219 ratings |
| Rating on Software Advice | 4.9 out of 5 from 12 reviews. | 4.5 out of 5 from 805 reviews |
| Security | Desk365 states that it is GDPR compliant and describes TLS 1.2 or higher for data in transit and AES-256 encryption for stored data. | Freshworks states that data is encrypted at rest with AES 256-bit encryption and in transit with HTTPS and TLS 1.2. |
| What it does | Desk365 combines customer support and IT helpdesk ticketing, assets, Microsoft Teams and AI agents in one workspace. | Freshservice is Freshworks' cloud-based AI service-operations and IT service-management platform covering IT service, operations, asset management and enterprise service delivery. |
Plans
Desk365
- FreeFree
- Standard$12 a month
- Plus$22 a month
- Premium$32 a month
- Free PlanFree
- Standard$12 a year
- STANDARD$12 a month
- Plus$22 a year
- PLUS$22 a month
- Premium$32 a year
Freshservice
- Starter$19 a month
- Growth$49 a month
- Pro$99 a month
- Starter$19 a month
- Growth$49 a month
- Pro$99 a month
- EnterprisePriced on request
In their own words
Desk365
Desk365 is a helpdesk for customer support and IT, bringing ticket handling, asset management, Microsoft Teams and AI tools together. Tickets can arrive by email, Microsoft Teams, support portal, web form or web widget. AI Copilot can draft or translate replies, summarize tickets and create knowledge base articles; AI Agents can respond to customer questions and escalate them into tickets. ITSM features include asset lifecycle tracking and change or approval management, with asset management included in Premium. Connections include Microsoft services, Jira, Asana, Planner and Azure DevOps. Agents and end users can use mobile-responsive portals, with iOS and Android mobile views listed. Desk365 describes TLS 1.2 or higher for data in transit and AES-256 for stored data, and says customer data is hosted in AWS data centers in the United States and European Union. The Free plan covers up to 50 tickets per month. Paid plans are $12.00, $22.00 or $32 a month, billed annually; a 21-day trial is listed.
Freshservice
Freshservice is an IT management service for employee service and IT operations. Its service desk covers incident, change and problem management, service catalogs, knowledge management and SLA policies. IT asset management includes asset lifecycle management, discovery across on-premises, cloud and hybrid environments, and a continuously updated CMDB. Operations features include alert and on-call management, major incident management, service health monitoring and a status page. Freddy AI includes an agent studio, a copilot for drafting responses and summarizing tickets, and insights for identifying trends. Freshworks Marketplace lists more than 1,000 integrations, including Microsoft Teams, Slack, TeamViewer, Jira and Azure AD. Freshservice offers web access, iOS and Android apps, and RESTful API access; API rate limits vary by plan from 100 to 500 calls per minute. Freshworks states that data is encrypted at rest with AES 256-bit encryption and in transit with HTTPS and TLS 1.2. GDPR and SOC 2 are listed across the four plans. Annual billing starts at $19 a month, and a 14-day trial is offered without a credit card.