Freshservice vs SymphonyAI IT Service Management
Freshservice
freshworks.com
SymphonyAI IT Service Management
symphonyai.comSide by side
| Figure | Freshservice | SymphonyAI IT Service Management |
|---|---|---|
| Price from | $19/mo | $89/mo |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| Linux | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 7 | 2 |
| Spec score · Enterprise Service Management Software | 9.1 (#1) | 8.3 (#11) |
| Spec score · IT Problem Management Software | 9.1 (#3) | 8.3 (#16) |
| Spec score · IT Service Catalog Software | 9.1 (#2) | 8.3 (#11) |
| Spec score · IT SLA Management Software | 9.0 (#8) | 8.3 (#25) |
| Company size | LinkedIn lists Freshworks in the 1,001–5,000 employee range. | LinkedIn lists SymphonyAI as privately held with 1,001–5,000 employees and headquarters in Palo Alto, California. |
| 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 documentation portal provides end-user, analyst, administrator and IT-professional guides, installation guides, release notes and technical articles without customer login. |
| Integrations | Freshworks says its marketplace has thousands of apps and its broader ecosystem exceeds 1,200 enterprise apps. | Integration Hub advertises 1,000-plus apps, 1,500-plus runbooks and more than 40 integrations/connectors out of the box. |
| Omnichannel support | Employees can request help through email, portals, Slack and Microsoft Teams while agents use a unified conversation view. | The platform accepts requests through web, mobile, email, SMS, virtual agents, Slack, Teams and WhatsApp with unified tracking. |
| Rating on Apple App Store | 4.5 out of 5 from 2.4K ratings | 5.0 out of 5 from 1 rating |
| Rating on Capterra | 4.5 out of 5 from 805 reviews | 4.4 out of 5 from 27 reviews |
| Rating on G2 | 4.6 out of 5 from 1,320 reviews | 4.6 out of 5 from 68 reviews |
| Rating on Gartner Peer Insights | 4.4 out of 5 from 1,219 ratings | 4.5 out of 5 from 1048 ratings |
| Rating on Software Advice | 4.5 out of 5 from 805 reviews | 4.4 out of 5 from 27 reviews |
| Rating on TrustRadius | 8.4 out of 10 from 367 reviews and ratings | 9.4 out of 10 from 44 reviews and ratings |
| Security | Freshworks states that data is encrypted at rest with AES 256-bit encryption and in transit with HTTPS and TLS 1.2. | The Security and Trust Center lists third-party compliance, certifications, and reports across SymphonyAI products, including ISO/IEC 27001, ISO/IEC 277001, SOC 2, CSA STAR, HIPAA, and GDPR. |
| 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. | SymphonyAI Apex Aspen combines AI-powered IT service management and asset management on one platform. |
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
SymphonyAI IT Service Management
- Basic$89 a month
- SymphonyAI IT Service Management (Apex Aspen)Priced 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.
SymphonyAI IT Service Management
SymphonyAI IT Service Management is a web offering built on Apex Aspen, an AI-powered enterprise IT service management platform. Its Employee Support Agent handles Tier-1 requests from intake through resolution, including password resets, software provisioning, and access requests. The product page says native automation can automate up to 80% of service requests. Employees can contact IT through web, mobile app, email, SMS, virtual agents, Slack, Teams, or WhatsApp. A drag-and-drop no-code interface supports workflows and forms across ITSM modules. The Integration Hub connects REST API-enabled systems through built-in workflows and describes access to 1,000+ apps and 1,500+ runbooks. Real-time dashboards show KPIs, SLA compliance, ticket trends, and analyst performance. One instance can isolate data, workflows, and SLAs for multiple business units, geographies, or customers. Translation works online and offline. Security materials list ISO/IEC 27001, ISO/IEC 277001, SOC 2, CSA STAR, HIPAA, and GDPR. Pricing is on request; demos are available.