Freshservice vs Splunk On-Call comparison

Why PeerSpot?

Freshworks and Splunk are both solutions in the IT Alerting and Incident Management category. Freshworks is ranked #14 with an average rating of 8.3, while Splunk is ranked #5 with an average rating of 9.0. Freshworks holds a 1.8% mindshare in IMS, compared to Splunk’s 4.6% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 85% of Splunk users who would recommend it.

Freshservice

Read 40 Freshservice reviews

12,549 Views
753 Comparison Views

97% willing to recommend

Splunk On-Call

Read 13 Splunk On-Call reviews

3,887 Views
3,110 Comparison Views

85% willing to recommend

Freshservice

Splunk On-Call

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Freshservice and Splunk On-Call based on real PeerSpot user reviews.

Find out in this report how the two IT Alerting and Incident Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Freshservice vs. Splunk On-Call Report (Updated: September 2026).

Buyer's Guide

Freshservice vs. Splunk On-Call

September 2026

Download the complete report

Helped 920,769 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Freshservice

Ranking in IT Alerting and Incident Management

14th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (6th), Project Management Software (14th), Cloud Management (18th), IT Asset Management (7th), IT Service Management (ITSM) (7th), Configuration Management Databases (5th), AI IT Support (6th)

Splunk On-Call

Ranking in IT Alerting and Incident Management

5th

Average Rating

8.6

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of November 2026, in the IT Alerting and Incident Management category, the mindshare of Freshservice is 1.8%, up from 0.9% compared to the previous year. The mindshare of Splunk On-Call is 4.6%, up from 4.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Alerting and Incident Management Mindshare Distribution
Product	Mindshare (%)
Splunk On-Call	4.6%
Freshservice	1.8%
Other	93.6%

IT Alerting and Incident Management

Featured Reviews

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

Read full review

Ramani Happy

Dev Ops Engineer at Data Elicit Solutions Pvt. Ltd.

Streamlined incident response has reduced downtime and improved on-call collaboration

A few things I would improve in Splunk On-Call. Honestly, the reporting and analysis side feels a bit weak. If I want to deep dive into the on-call load, including MTTD and MTTR rates, I kind of have to export data and build my own dashboard, which is not as out-of-the-box as I would prefer. The UI has improved, but it still feels a little chunky in certain areas, particularly when managing schedules. When I have a lot of teams, it can get messy. Additionally, the pricing model is per user, which starts to get expensive as the team scales.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."

"All features explored in Freshservice have proven to be helpful in reducing workload and ticket redundancy."

"What it's allowed us to do is bring everyone in our department into the journey of customer experience and customer service."

"It has allowed the client to implement service management processes that didn't previously exist in the business and to have more visibility and control of process tickets."

"This solution has provided us with a level of ticket traceability that didn't exist previously, and we now have statistics and data that tell the story of what our support engineers have been doing, improving speed and reliability."

"One of the key benefits of Freshservice is license management."

"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."

"The solution’s timely automated triggers increase our IT team’s productivity."

More Freshservice pros

"VictorOps has decreased the meantime to acknowledge an incident management process, our developers can be on-call faster when we are using this solution, and we can fix our incidents much quicker."

"The big benefit of using Splunk On-Call is that I know I have a high-performance team, but now I can really measure and prove it."

"Splunk On-Call has helped my organization to improve response times, reduce missed alerts, and coordinate teams more efficiently during incidents."

"The most valuable feature of the solution is helpdesk escalation."

"VictorOps has been good enough for us and it's effective for our needs in case of an on-call escalation process."

"My VP of Operations is ecstatic about the VictorOps product."

"Its the best solution of its type out there, you should go for it."

"We are very satisfied with the tool."

More Splunk On-Call pros

Cons

"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."

"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."

"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

"Currently, we can have only one plan per subscription. All users have to be on the same plan."

"This product is very good for small and mid-level markets; however, I'm not sure about expanding to a 100,000 to 200,000 user base or more."

"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."

"It would be good to have the product integrated with Google because that's our corporate tool of choice."

"I experienced some delay in response time for non-function critical queries."

More Freshservice cons

"The third-party configuration tool could be easier to use."

"User management has to be improved and more user types need to be added as there is currently only Admin or User."

"The solution can be improved by including a wider list of permissions."

"I would say a little bit of the user experience and the user interface of Splunk On-Call can be improved."

"One area for improvement would be enhancing the mobile app experience."

"Should have more YouTube webinars."

"Another example is that you cannot check the incidents created in VictorOps from the previous Friday."

"Many years ago, when VictorOps was a standalone company, when it was not part of Splunk, their support was more dedicated for us."

More Splunk On-Call cons

Pricing and Cost Advice

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

"Compared to other tools, Freshservice is affordable."

"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."

"The pricing is reasonable."

"We're basically paying about $100 USD per agent per month."

More Freshservice pricing and cost advice

"The price of the solution could be less expensive."

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Top Industries

By visitors reading reviews

Manufacturing Company

11%

Construction Company

10%

Outsourcing Company

10%

Comms Service Provider

Retailer

20%

Outsourcing Company

10%

Construction Company

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	16

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	1
Large Enterprise	10

Questions from the Community

What is your experience regarding pricing and costs for Freshservice?

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my company.

See all answers

What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvements, I suggest enhancing performance for larger networks and addressing workflow ...

See all answers

What is your primary use case for Freshservice?

In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my daily work includes getting some incidents, working on service requests, and hand...

See all answers

What is your experience regarding pricing and costs for VictorOps?

I would say it is very affordable. I have compared Splunk On-Call internally with our own homemade solution. I have also compared it with other vendors such as PagerDuty, and it is really affordable.

See all answers

What needs improvement with VictorOps?

I would say a little bit of the user experience and the user interface of Splunk On-Call can be improved. I have already started to gather metrics from the tool and started to analyze that. I would...

See all answers

What is your primary use case for VictorOps?

I am currently working with Splunk Cloud, but I could review Splunk Enterprise as well because it is fundamentally the same product but with hosting being on-premises instead. Splunk Enterprise, Sp...

See all answers

Comparisons

ServiceNow vs Freshservice

Compared 9% of the time

Zendesk vs Freshservice

Compared 7% of the time

JIRA Service Management vs Freshservice

Compared 5% of the time

Samanage vs Freshservice

Compared 4% of the time

BMC Helix ITSM vs Freshservice

Compared 3% of the time

More Freshservice Competitors

PagerDuty Operations Cloud vs Splunk On-Call

Compared 14% of the time

Everbridge IT Alerting vs Splunk On-Call

Compared 13% of the time

Opsgenie vs Splunk On-Call

Compared 11% of the time

IBM Cloud Event Management vs Splunk On-Call

Compared 6% of the time

Resolver Incident Management vs Splunk On-Call

Compared 5% of the time

More Splunk On-Call Competitors

Product Reports

Buyer's Guide

Freshservice

October 2026

Download Freshservice product report

Buyer's Guide

Splunk On-Call

October 2026

Download Splunk On-Call product report

Also Known As

Flint

VictorOps

Overview

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

Splunk On-Call offers seamless on-call scheduling and alert escalation with robust third-party integration, providing efficient incident management and resolution capabilities.

Splunk On-Call facilitates effective IT alert management by delivering on-call scheduling, alert escalation, and comprehensive integration with monitoring systems. The platform's capabilities include smooth third-party interactions and the transmogrifier feature, which enhances message customization. Users benefit from efficient alert notifications via phone or text, a user-friendly interface streamlining scheduling, and detailed timelines supporting root cause analysis. It is especially useful in IT environments where quick incident response and communication are critical. Users appreciate the aid in identifying responsible contacts during on-call rotations and deploying on-premises situations involving numerous team members.

What features enhance Splunk On-Call?

Seamless On-Call Scheduling: Organizes and simplifies duty rotations efficiently.
Effective Alert Escalation: Ensures critical issues reach the appropriate personnel swiftly.
Comprehensive Third-Party Integration: Connects easily with monitoring tools to streamline workflows.
Transmogrifier Feature: Customizes message content to improve communication clarity.
Automatic Solution Reporting: Aids in swift issue resolution through detailed reports.
Efficient Alert Notifications: Offers swift communication via phone and text notifications.
User-Friendly Interface: Simplifies management of schedules and overrides.

What benefits and ROI should users expect when utilizing Splunk On-Call?

Reduced Incident Response Time: Accelerates team reaction to critical alerts.
Enhanced Communication: Facilitates clearer and quicker interaction within teams.
Flexibility: Adapts to specific organizational requirements effortlessly.
Improved Root Cause Analysis: Provides comprehensive timelines and reports for deep dives.

Splunk On-Call is often implemented in IT departments of large organizations, where teams manage on-call operations and incident responses. Particularly beneficial in sectors requiring rapid reaction times, like tech companies or service providers, it aids developers in swiftly resolving service interruptions to maintain operational continuity and customer satisfaction.

Splunk

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

NVIDIA, Cisco, NBC, Rackspace, Intuit, DirectTV, NASCAR, Arrow Electronics, Alliance Health, NetApp, Edmunds, New York Times, Return Path, Sony Playstation, CA Technologies, Sphero, Symantic, HBO, Weatherford, Blackboard, Epic Games

Buyer's Guide

Freshservice vs. Splunk On-Call

September 2026

Free Report: Freshservice vs. Splunk On-Call

Find out what your peers are saying about Freshservice vs. Splunk On-Call and other solutions. Updated: September 2026.

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