Freshservice vs Productboard

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.

Productboard helps product teams gather customer feedback, understand needs, prioritize work and bring products to market. It centralizes feedback so teams can identify trends, surface requests and connect insights to feature ideas. Collaborative, contextual roadmaps keep stakeholders informed, while product priorities and objectives can be aligned with business goals. Productboard Spark includes AI capabilities; listed across plans are AI chat, feedback summaries, scheduled tasks and an MCP server. Integrations include Zendesk, Slack, Intercom, Jira, Azure DevOps, GitHub, Salesforce, Amplitude, Mixpanel and Google Drive. Productboard offers API v2.0 and a GDPR API for removing customer data. Every plan includes community and email support; Business adds prioritized email support and Enterprise expedited email support. Free and Plus plans include up to 25 contributors and 500 feedback items. Business includes unlimited feedback notes, while Enterprise offers unlimited contributors. Productboard is available on web, as an API and as an extension. A free plan and 14-day trial are listed. Plus costs $19 a month billed annually; Business costs $59 a month with a two-maker minimum, billed annually.