FreeITSM vs iSupport Service Desk
FreeITSM
freeitsm.co.uk
iSupport Service Desk
isupport.comSide by side
| Figure | FreeITSM | iSupport Service Desk |
|---|---|---|
| Price from | Free | — |
| Free plan | Yes | — |
| Free trial | — | Yes |
| Open source | Yes | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | — |
| Linux | Yes | — |
| iOS | — | Yes |
| Android | — | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 2 | 3 |
| Spec score · IT Change Management Software | 9.0 (#6) | 8.6 (#11) |
| Asset management | Assets tracks custody, locations, warranties and QR labels and can synchronize VMware vCenter, Proxmox, VMware Cloud Director and Intune data. | Network scanning builds an asset database and can run scheduled or real-time comparisons; the vendor says asset quantity does not change the price. |
| CMDB | The CMDB stores typed configuration items with relationships, impact analysis and AI summaries. | The CMDB records assets, services and resources and graphically displays their relationships. |
| Documentation depth | The GitHub wiki covers installation, architecture, security, REST API usage, OpenAPI generation and module-specific endpoint guides. | Public documentation includes installation, administration, configuration and desktop-use PDF manuals with detailed IIS, SQL Server and integration procedures. |
| Integrations | Official pages document Microsoft 365, Google Workspace/Gmail, VMware vCenter, Microsoft Intune, WhatsApp through Twilio or Meta, and optional chat channels. | Documented integrations include Active Directory, LDAP, Bomgar, Citrix GoToAssist, Outlook Calendar, Google Calendar, Twitter and third-party reporting tools. |
| Knowledge base | Knowledge supports rich-text articles, folders, audience visibility, review workflows, semantic search and AI chat. | Knowledge entries can be captured from resolved incidents, routed through approval workflows and published to end users through mySupport. |
| Security controls | System security features include OIDC SSO, TOTP MFA, password expiry, account lockout, IP brute-force bans, trusted devices and encrypted settings. | The product supports custom role-based permissions, full audit history, and portal security controls. |
| Support | The maker describes FreeITSM as a solo passion project with no formal support and directs users to GitHub to report bugs or ideas. | Technical support is available by phone or email Monday through Friday from 6:00 AM to 5:00 PM, and deployment consulting is provided remotely by systems engineers. |
| What it does | FreeITSM is a self-hosted web IT service-management platform for running a service desk and related IT operations. | iSupport is IT service-management and help-desk software for incident, problem, change, asset, knowledge, workflow and customer-support operations. |
| Workflow automation | Workflows use a visual canvas with more than 138 triggers, outbound webhooks and an AI co-author. | Rules can route, escalate and update work items, enforce SLAs, trigger approvals, create incidents from email and invoke webhooks. |
Plans
iSupport Service Desk
- Incident ManagementPriced on request
- Service DeskPriced on request
- Service Desk EditionPriced on request
In their own words
FreeITSM
FreeITSM is an open-source IT service management platform with 23 integrated modules for running a service desk. Its Tickets module connects Microsoft 365 and Google Workspace mailboxes for email ticketing, assignment, prioritisation, replies, attachments and audit trails. Assets tracks physical and virtual equipment and can discover VMware virtual machines through vCenter. Listed service-management tools include risk assessment, approval workflows, change calendars and change audit trails. Optional AI features provide knowledge answers, ticket-reply cleanup, form assistance, workflow authoring and problem detection. They use a customer-provided Anthropic, OpenAI or OpenRouter key, and provider usage may cost extra. FreeITSM runs with Docker on Linux or Windows, or through IIS with PHP or WAMP and MySQL 8.0+ or MariaDB 10.5+. Security options include OpenID Connect SSO, AES-256-GCM key management, TOTP multi-factor authentication, account lockout, brute-force protection and trusted devices. The project has no formal support.
iSupport Service Desk
iSupport Service Desk automates incident, problem, change, knowledge, asset, customer, approval, and survey functions. Its Service Desk Edition combines incident, problem, and change management with service contracts, a CMDB, SLAs, purchasing, and a service catalog. Incidents can come in through email, direct entry, scheduling, social media, mobile clients, and mySupport portals. Administrators can configure forms, workflows, integrations, and business rules. The mySupport self-service portal includes chat, forums, knowledge bases, Q&A guides, custom forms and workflows, and real-time reporting. It is included with every license, with unlimited branded portals and end users at no additional cost. Reporting supports custom report building and scheduled PDF, Excel, and Word reports. The software can be hosted or installed on-premise, with access through Android, iOS, and web; an HTML5 interface also supports tablets and smartphones. Pricing is on request, and a free trial is available.