Freshservice vs SmartSuite Enterprise Service Desk
Freshservice
freshworks.comSmartSuite Enterprise Service Desk
smartsuite.comSide by side
| Figure | Freshservice | SmartSuite Enterprise Service Desk |
|---|---|---|
| Price from | $19/mo | $15/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 7 | 7 |
| Spec score · IT SLA Management Software | 9.0 (#8) | 8.6 (#15) |
| API | 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. | The REST API can retrieve, read, update, and delete solution data, while webhooks can deliver events to external systems. |
| Company founded | Freshworks lists 2010 as its founding year. | SmartSuite's procurement guide says it was founded in 2021, while LinkedIn lists 2019. |
| Company headquarters | Freshworks lists its headquarters in San Mateo, California. | The company lists Newport Beach, California as its headquarters. |
| Documentation | The support knowledge base includes solution articles for configuring modules such as Knowledge Base, and the developer site provides an A-to-Z app-development guide. | The public developer portal includes endpoint references, authentication, errors, rate limits and webhook documentation, while the Help Center has an API collection with 11 articles. |
| Integrations | Freshworks says its marketplace has thousands of apps and its broader ecosystem exceeds 1,200 enterprise apps. | SmartSuite lists native connections for Salesforce, Gmail, Intercom, Google Drive, Google Sheets, Slack, Jira Cloud, Box, HubSpot, Google Maps, Twilio, Dropbox, Microsoft Teams, OneDrive, Outlook and Google Calendar. |
| Knowledge management | The platform provides a centralized knowledge base with AI assistance and usage insights. | The suite centralizes structured knowledge and links FAQs to service workflows to reduce ticket volume. |
| Licence | Freshservice is proprietary commercial software; its Android app separately discloses third-party open-source components and their licences. | The terms grant a non-exclusive, non-transferable right to use the hosted service during the subscription term and identify SmartSuite technology as proprietary. |
| Purpose | Freshservice is an AI-powered IT management solution designed to simplify employee experiences. | SmartSuite ESM brings HR, Facilities, Finance, Legal/Compliance, and other internal services into one connected service experience. |
| Rating on Apple App Store | 4.5 out of 5 from 2.4K ratings | 3.9 out of 5 from 68 ratings |
| Rating on Capterra | 4.5 out of 5 from 805 reviews | 5.0 out of 5 from 26 reviews |
| Rating on G2 | 4.6 out of 5 from 1,320 reviews | 4.6 out of 5 from 90 reviews |
| Rating on Google Play | 4.2 out of 5 from 5.14K reviews | 3.5 out of 5 from 86 reviews |
| Rating on Trustpilot | 2.2 out of 5 from 102 reviews | 2.9 out of 5 from 2 reviews |
| Rating on TrustRadius | 8.4 out of 10 from 367 reviews and ratings | 10 out of 10 from 20 reviews |
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
SmartSuite Enterprise Service Desk
- Team$15 a month
- Team$15 a month
- Professional$32 a month
- Professional$32 a month
- EnterprisePriced on request
- EnterprisePriced on request
- SignaturePriced 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.
SmartSuite Enterprise Service Desk
SmartSuite Enterprise Service Desk brings HR, Facilities, Finance, Legal/Compliance and other internal services into one employee service experience. Employees can submit structured requests through a portal, see status and receive notifications. Teams can route requests by category, automate triage, apply conditional rules and manage multi-step approvals with decision logs and comments. SLA and OLA timers, escalation workflows, backlog dashboards and service trend reporting support service oversight. Forms, workflows, routing rules, dashboards and SLA models can be configured without engineering; optional AI Assist classifies and summarizes requests. Governance features include role-based access, audit trails, decision history and version history. Integrations include Slack, Microsoft Teams, Twilio, Outlook Email, Google Meet, Jira Cloud and HubSpot, plus Zapier, Make, Ply and Relay connectors. The REST API retrieves, reads, updates and deletes solution data, while webhooks deliver events to external systems. SmartSuite says SOC 2 Type II compliance and ISO 27001 certification apply to every plan. The service is cloud-deployed, with paid plans from $15/user/mo billed annually and a 14-day trial.