Freshservice vs iSupport Service Desk
Freshservice
freshworks.com
iSupport Service Desk
isupport.comSide by side
| Figure | Freshservice | iSupport Service Desk |
|---|---|---|
| Price from | $19/mo | — |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 7 | 3 |
| Spec score · IT Change Management Software | 9.1 (#3) | 8.6 (#11) |
| Asset management | Asset lifecycle, hardware, software and SaaS management track inventory, usage, compliance and retirement. | Network scanning builds an asset database and can run scheduled or real-time comparisons; the vendor says asset quantity does not change the price. |
| Incident management | The product can auto-route incidents, provide AI assistance and generate incident reports. | Incidents can be created from email, direct entry, schedules, social media, mobile clients and end-user portals, then routed and escalated by configurable rules. |
| Integrations | Freshworks says its marketplace has thousands of apps and its broader ecosystem exceeds 1,200 enterprise apps. | Documented integrations include Active Directory, LDAP, Bomgar, Citrix GoToAssist, Outlook Calendar, Google Calendar, Twitter and third-party reporting tools. |
| Rating on Capterra | 4.5 out of 5 from 805 reviews | 4.3 out of 5 from 34 reviews |
| Rating on G2 | 4.6 out of 5 from 1,320 reviews | 4.2 out of 5 from 22 reviews |
| Rating on Gartner Peer Insights | 4.4 out of 5 from 1,219 ratings | 4.8 out of 5 from 21 reviews |
| Rating on TrustRadius | 8.4 out of 10 from 367 reviews and ratings | 5.1 out of 10 from 4 reviews |
| Security controls | The trust center documents audit logging, multi-factor authentication, role-based access control, encryption at rest and encryption in transit. | The product supports custom role-based permissions, full audit history, and portal security controls. |
| What it does | Freshservice is Freshworks' cloud-based AI service-operations and IT service-management platform covering IT service, operations, asset management and enterprise service delivery. | iSupport is IT service-management and help-desk software for incident, problem, change, asset, knowledge, workflow and customer-support operations. |
| Workflow automation | No-code workflows, orchestration and machine learning automate approvals, requests and incident resolution. | Rules can route, escalate and update work items, enforce SLAs, trigger approvals, create incidents from email and invoke webhooks. |
Plans
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
iSupport Service Desk
- Incident ManagementPriced on request
- Service DeskPriced on request
- Service Desk EditionPriced on request
In their own words
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.
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.