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 #19 with an average rating of 7.0. Freshworks holds a 4.0% mindshare in ISM, compared to SymphonyAI’s 1.8% 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

6,589 Views
3,097 Comparison Views

97% willing to recommend

SymphonyAI IT Service Manag...

Read 6 SymphonyAI IT Service Management reviews

2,366 Views
1,254 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: May 2026).

Buyer's Guide

Freshservice vs. SymphonyAI IT Service Management

May 2026

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Helped 893,311 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

6th

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 (10th), Configuration Management Databases (5th), IT Alerting and Incident Management (9th), AI IT Support (4th)

SymphonyAI IT Service Manag...

Ranking in Help Desk Software

20th

Ranking in IT Asset Management

12th

Ranking in IT Service Management (ITSM)

19th

Average Rating

7.6

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2026, in the IT Service Management (ITSM) category, the mindshare of Freshservice is 4.0%, down from 4.6% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.8%, 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	4.0%
SymphonyAI IT Service Management	1.8%
Other	94.2%

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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AbhilashSherkane

Senior Practitioner at a outsourcing company with 1,001-5,000 employees

Comprehensive IT service processes have been supported but customization and support need improvement

All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good. SymphonyAI IT Service Management does not have too many integrations and does not have too many out-of-the-box integrations compared to other peers in the market. I think that is the only place where they lack. However, they did have a functionality where we could build our own integration, so we were using that. If they had any out-of-the-box capabilities for some of the common infrastructure tools, that would have been easier for us. The out-of-the-box functionalities were good, including AI. However, the moment we had to customize options, that becomes very difficult with SymphonyAI IT Service Management. As long as we were using out-of-the-box, it worked great.

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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

"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."

"One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two."

"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."

"Due to our previous system being so poor, our ROI was effectively immediate as staff could easily log tickets via email, web, or over phone."

"I would recommend it if you're looking for a really quick way of getting your help desk up and running with a ticketing system and some pretty cool automation with emails, notifications, etc."

"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."

"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."

"Freshservice's best feature is its user-friendliness."

More Freshservice pros

"All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good."

"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."

"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."

"It is a good tool to use."

"The product has the best features for ITSM."

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

Cons

"We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has."

"The analytics could be better. We would like better visualization of items and KPIs, et cetera."

"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."

"Freshservice could improve the integration with Microsoft Outlook."

"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."

"Freshservice could improve the delegation and workflow management features."

"I am not too happy with the page layout or screen layout since it always looks messy."

"Not integrated with Google."

More Freshservice cons

"Integration was a major limitation with SummitAI."

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

"There could be flexibility in terms of customization."

"Technical support takes too long for any issues to get resolved, and that created a lot of frustration."

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

"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."

Pricing and Cost Advice

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

"Our licensing fee for Freshservice is $2,500 a year."

"Freshservice price is competitive, it is not more than other solutions on the market."

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

"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."

"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."

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

More Freshservice pricing and cost advice

"The product's cost is average."

"We have a regular license."

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

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893,311 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

University

10%

Manufacturing Company

Construction Company

Educational Organization

Manufacturing Company

13%

Construction Company

Financial Services Firm

Government

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	4

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...

See all answers

What is your experience regarding pricing and costs for SummitAI IT Management Suite?

Their pricing is competitive. With similar tools in the market, they are at a higher price, but it is pretty competitive if you look at an overall picture.

See all answers

What needs improvement with SummitAI IT Management Suite?

I have not worked on their AI-driven analytics, so I am not sure about that capability. I do not know if it would be true for now, because when I left, I just had a demo about their AI capabilities...

See all answers

What is your primary use case for SummitAI IT Management Suite?

We work on the ITSM modules, including predictive intelligence, AI, and ITOM as well. We have not used Orchestration so far, but if we get an opportunity for another customer, we will definitely us...

See all answers

Comparisons

ServiceNow vs Freshservice

Compared 13% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Device42 vs Freshservice

Compared 4% of the time

Samanage vs Freshservice

Compared 4% of the time

More Freshservice Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 15% of the time

Vision Helpdesk vs SymphonyAI IT Service Management

Compared 8% of the time

BMC Helix ITSM vs SymphonyAI IT Service Management

Compared 6% of the time

Scalable Software Asset Vision vs SymphonyAI IT Service Management

Compared 5% of the time

RF Code CenterScape vs SymphonyAI IT Service Management

Compared 5% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Buyer's Guide

Freshservice

May 2026

Download Freshservice product report

Buyer's Guide

IT Service Management (ITSM)

April 2026

Download SymphonyAI IT Service Management product report

Also Known As

Flint

Summus IT Management Suite

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

SymphonyAI IT Service Management provides comprehensive ITSM functionalities with features like remote access, chat AI, and automation. Its 360-degree asset lifecycle view and orchestration engine stand out, though integration and customization have room for improvement.

SymphonyAI IT Service Management is a robust tool for managing incidents, problems, changes, and service requests. It enhances asset management with native discovery and is designed for efficient SLA tracking. While users value its strong out-of-the-box features, they often seek better integration options and improvements in software inventory and support services. Despite AI-driven analytics and customization challenges, its use cases in remote access and ticketing processes demonstrate its core strengths.

What are the key features of SymphonyAI IT Service Management?

Remote Access: Enables users to manage IT services from any location efficiently.
Chat AI: Provides intelligent communication solutions for enhanced user interaction.
Knowledge Base: Offers a repository of information to streamline problem-solving.
Automation: Automates processes to improve accuracy and reduce manual effort.
Orchestration Engine: Integrates different systems for seamless operations.
Full ITSM Capabilities: Manages incidents, changes, and service requests comprehensively.

What are the benefits and ROI to consider?

360-Degree Asset View: Ensures a complete perspective on asset lifecycle for better management.
Fast Report Fetching: Provides quick access to essential data, aiding decision-making.
SLA Tracking: Monitors service level agreements effectively, improving compliance.
Cost-Effective: Balances robust features with considerations on pricing and budget.

SymphonyAI IT Service Management is employed across industries for remote IT support, call logging, and ticket management. It supports incident service requests, CMDB, and asset management. Some leverage predictive intelligence and ITOM, while others, driven by internal solutions or cost factors, hesitate to fully adopt its Automation Engine. Upcoming chatbot capabilities are being explored by organizations looking to enhance their IT service management frameworks.

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

May 2026

Free Report: Freshservice vs. SymphonyAI IT Service Management

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