Freshservice vs UniDesk
Freshservice
freshworks.comUniDesk
myunidesk.orgSide by side
| Figure | Freshservice | UniDesk |
|---|---|---|
| Price from | $19/mo | $249/mo |
| Free plan | — | — |
| Free trial | Yes | 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 | 4 |
| Spec score · IT Help Desk Software | 9.1 (#4) | 8.6 (#23) |
| Asset management | Asset lifecycle, hardware, software and SaaS management track inventory, usage, compliance and retirement. | Assets tracks devices, peripherals and software seats from purchase through retirement, with ownership, warranty and lifecycle history. |
| Integrations | Freshworks says its marketplace has thousands of apps and its broader ecosystem exceeds 1,200 enterprise apps. | The asset management page says UniDesk syncs with Jamf, Microsoft Intune, Kandji, Okta, Google Workspace, and more than 80 other systems. |
| Praise: ease of use | Reviewers repeatedly praise the intuitive interface, quick setup, short learning curve and straightforward administration. | TrustRadius reviewers of the discontinued Unidesk product repeatedly praised simple application-layer creation, an easy administrator console and responsive support. |
| Rating on Apple App Store | 4.5 out of 5 from 2.4K ratings | No rating summary because the listing says it has not received enough ratings or reviews |
| Rating on G2 | 4.6 out of 5 from 1,320 reviews | 0.0 out of 5 from 0 reviews |
| Rating on TrustRadius | 8.4 out of 10 from 367 reviews and ratings | 5.7 out of 10 from 13 reviews |
| Security | Freshworks states that data is encrypted at rest with AES 256-bit encryption and in transit with HTTPS and TLS 1.2. | The product states SOC 2 Type II certification, AES-256 encryption at rest and TLS 1.3 encryption in transit. |
| Trial | The integrations page advertises a 14-day free trial with no credit card required. | The ticketing page advertises a 14-day free trial with no charge today. |
| 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. | UniDesk combines helpdesk ticketing, asset inventory, remote device management and AI agents in one workspace for internal IT teams and managed service providers. |
| Workflow automation | No-code workflows, orchestration and machine learning automate approvals, requests and incident resolution. | The platform provides triggers, conditions, actions and approvals for repeatable IT processes. |
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
UniDesk
- Starter$249 a month
- Growth$449 a month
- Scale$799 a month
- Done for You Launch$7,500, paid once
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.
UniDesk
UniDesk combines helpdesk ticketing, asset inventory, remote device management, and AI agents in a workspace for internal IT teams and managed service providers supporting multiple client companies. Tickets can arrive through Slack, email, Microsoft Teams, a web portal, REST API, or webhooks; voice and phone intake are marked beta. AI can classify tickets, add device context, suggest routing, draft replies, and run supported admin actions. Autonomous sending and resolution are off until enabled. UniDesk searches approved company knowledge, prioritizes applicable published runbooks, and can guide requesters through eligible low-risk steps when enabled. Asset management syncs with Jamf, Microsoft Intune, Kandji, Okta, Google Workspace, and more than 80 other systems. The product lists Android, iOS, Linux, macOS, web, and Windows, as well as an API. UniDesk states SOC 2 Type II, AES-256 encryption at rest, TLS 1.3 in transit, and automatic PII redaction before LLM calls. EU data residency is available on Business and Enterprise plans. Monthly plans are Starter at 249.00 USD, Growth at 449.00 USD, and Scale at 799.00 USD. A 14-day free trial is listed.