Freshservice vs SymphonyAI IT Service Management comparison

Freshworks and SymphonyAI are both solutions in the IT Service Management (ITSM) category. Freshworks is ranked #4 with an average rating of 8.3, while SymphonyAI is ranked #24. Freshworks holds a 4.2% mindshare in ISM, compared to SymphonyAI’s 1.7% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of SymphonyAI users who would recommend it.

Freshservice

Read 40 Freshservice reviews

4,141 Views
2,153 Comparison Views

97% willing to recommend

SymphonyAI IT Service Manag...

Read 5 SymphonyAI IT Service Management reviews

1,619 Views
874 Comparison Views

100% willing to recommend

Freshservice

SymphonyAI IT Service Manag...

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Executive SummaryUpdated on Nov 3, 2024

SymphonyAI IT Service Management and Freshservice are competitors in the IT service management space. Freshservice holds an advantage in the feature category due to its intuitive design and extensive integrations.

Features: SymphonyAI IT Service Management features robust analytics, AI-driven incident management, and advanced automation, appealing to businesses looking for data insights and efficiency gains. Its ability to deliver customized solutions and tackle unique industry-specific needs stands out. Freshservice is renowned for vast app integrations, user-friendly interfaces, and straightforward workflows, making it popular among businesses seeking ease of use and scalability. The product features notifications, flexible configurations, and robust change management.

Room for Improvement: SymphonyAI IT Service Management could improve by enhancing deployment efficiency, offering more straightforward configurations, and expanding integration capabilities. Freshservice, while user-friendly, might benefit from more deepened customization options, larger enterprise scalability, and an expanded feature set for growing organizations.

Ease of Deployment and Customer Service: SymphonyAI IT Service Management involves a detailed setup process, benefiting organizations that need tailored solutions but requiring significant resource investment. Freshservice is praised for rapid deployment and excellent customer support, appealing to companies seeking fast implementation and minimal operational disruption.

Pricing and ROI: SymphonyAI's pricing is lower, providing a strong ROI for firms with basic ITSM needs, particularly those focused on tailor-made solutions. Freshservice, although at a higher price point, offers substantial ROI through its comprehensive features and reduced need for extensive customizations, making it ideal for enterprises looking at scalability and advanced capabilities.

To learn more, read our detailed Freshservice vs. SymphonyAI IT Service Management Report (Updated: March 2026).

Buyer's Guide

Freshservice vs. SymphonyAI IT Service Management

March 2026

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Helped 884,976 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 Help Desk Software

5th

Ranking in IT Asset Management

4th

Ranking in IT Service Management (ITSM)

4th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Project Management Software (10th), Cloud Management (12th), Configuration Management Databases (5th), IT Alerting and Incident Management (8th), AI IT Support (3rd)

SymphonyAI IT Service Manag...

Ranking in Help Desk Software

27th

Ranking in IT Asset Management

15th

Ranking in IT Service Management (ITSM)

24th

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of March 2026, in the IT Service Management (ITSM) category, the mindshare of Freshservice is 4.2%, down from 4.3% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.7%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
Freshservice	4.2%
SymphonyAI IT Service Management	1.7%
Other	94.1%

IT Service Management (ITSM)

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.

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Abhishek Bhosle

IT Specialist at Tata AIA

Good ticketing tool but limitations with integration

We use ManageEngine, but it's still pretty new and under development. We used SummitAI for about four years before switching to ManageEngine. There are specific features that were missing in SummitAI that we're hoping to find in ManageEngine. We were informed that ManageEngine was a new ticketing tool with modern and advanced analytics, which would be a better fit than SummitAI with its older engine. Firstly, ManageEngine allows detailed asset inventory per user. I, as a user, can store authentication details like which laptop and mobile I use, for all employees. Secondly, ManageEngine can handle patching, Windows updates, and pushing applications from the server to desktops. Finally, ManageEngine lets us do remote access directly through the tool.

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Quotes from Members

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

Pros

"The most valuable aspect of the solution is the user experience."

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

"It's very handy and very easy to use."

"My advice for others looking into using Freshservice is that it is a very great tool, as it saves your time, your money, and your team efforts."

"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."

"Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months."

"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."

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

More Freshservice pros

"The product has the best features for ITSM."

"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."

"The most valuable feature is remote access. People are working from home, and we can take remote access through it."

"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."

Cons

"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information."

"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."

"It's still a new product, so there are some areas that are a little frustrating."

"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."

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

"It's hard to interact directly with the users themselves."

"The chat portal is not that great."

"Freshservice's technical support has issues with delays and translations."

More Freshservice cons

"I would like them to add software inventory in the next release. We don't have that right now."

"SummitAI IT Management Suite's project management and operational management features could be improved."

"Integration was a major limitation with SummitAI."

"SummitAI IT Management Suite's project management and operational management features could be improved."

"There could be flexibility in terms of customization."

Pricing and Cost Advice

"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 price of Freshservice could improve, it is expensive."

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"The pricing is reasonable."

"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."

"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."

"Compared to other tools, Freshservice is affordable."

"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."

More Freshservice pricing and cost advice

"We have a regular license."

"SummitAI IT Management Suite's pricing is a bit expensive."

"The product's cost is average."

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Top Industries

By visitors reading reviews

University

10%

Manufacturing Company

10%

Educational Organization

Retailer

Manufacturing Company

15%

Government

Comms Service Provider

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	15

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	6
Large Enterprise	3

Questions from the Community

What is your experience regarding pricing and costs for Freshservice?

I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

See all answers

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from ...

See all answers

What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows f...

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Comparisons

ServiceNow vs Freshservice

Compared 16% of the time

Zendesk vs Freshservice

Compared 9% of the time

JIRA Service Management vs Freshservice

Compared 7% of the time

Device42 vs Freshservice

Compared 5% of the time

Samanage vs Freshservice

Compared 4% of the time

More Freshservice Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 21% of the time

Vision Helpdesk vs SymphonyAI IT Service Management

Compared 9% of the time

Scalable Software Asset Vision vs SymphonyAI IT Service Management

Compared 6% of the time

BMC Helix ITSM vs SymphonyAI IT Service Management

Compared 5% of the time

Zendesk vs SymphonyAI IT Service Management

Compared 5% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Buyer's Guide

Freshservice

March 2026

Download Freshservice product report

Buyer's Guide

IT Service Management (ITSM)

March 2026

Download SymphonyAI IT Service Management product report

Also Known As

Flint

Summus IT Management Suite

Overview

Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

Freshservice Features

Freshservice has many valuable key features. Some of the most useful ones include:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”

PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

Freshworks

SymphonyAI provides an AI-powered IT Service Management (ITSM) platform aimed at enhancing IT service delivery efficiency and effectiveness. The platform, SymphonyAI ITSM, offers a unified service portal for streamlined user assistance and incorporates reporting and analytics functionalities to furnish insights into IT service performance. By leveraging artificial intelligence, SymphonyAI aims to optimize ITSM processes, aligning IT services with business needs while ensuring cost efficiency.

SymphonyAI

Sample Customers

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

Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla

Buyer's Guide

Freshservice vs. SymphonyAI IT Service Management

March 2026

Free Report: Freshservice vs. SymphonyAI IT Service Management

Find out what your peers are saying about Freshservice vs. SymphonyAI IT Service Management and other solutions. Updated: March 2026.

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