Freshservice vs Infronest Problem Management

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.

Infronest Problem Management helps organizations investigate recurring incidents by recording root-cause analysis, workarounds, permanent resolutions and known errors. Problems move through six stages, from New and Investigating to Resolved and Closed. Each problem can link to multiple related incidents and an affected asset, and a change record can connect the analysis to approval, implementation and rollback plans. Teams can track priority and impact across four levels each; known-error workarounds can be exposed through a dedicated database endpoint. Internal comments keep investigation notes with the team. The product is listed for Android, iOS, Linux, macOS, web and Windows, with API and self-hosted options. Starter and Professional include a 14-day trial without a credit card. Starter is billed at ₹29,999/mo, Professional at ₹49,999/mo, and Enterprise starts at ₹94,999/mo with final pricing scoped to requirements. Listed security measures include encryption in transit and at rest, tenant isolation and server-enforced TOTP two-factor authentication for privileged roles. The company says its controls are internally verified and ISO 27001 aligned, but it has no external compliance certification yet.