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Airtable vs Freshservice comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Mar 15, 2026

Review summaries and opinions

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

ROI

Sentiment score
6.4
Airtable enhances efficiency and productivity with automation, offering significant ROI and valuable corporate use despite minor issues.
Sentiment score
6.5
Freshservice increased efficiency and reduced workload while improving SLA compliance and resource use, despite licensing cost challenges in HR.
I can automate the process so it automatically populates data into the Airtable base and performs any necessary calculations.
Business automation Expert at INSTRUTECH LIMITED
I use it to monitor my performance as a freelancer, checking if I'm doing work and delivering on time.
Automation Specialist at ZapWorx
Overall, it is a good thing, and really helpful for the corporate world, product teams, support teams, and the overall operation team.
Senior Product Consultant II at Vimeo
Faster resolution means the average ticket resolution time decreased by roughly twenty-five to thirty percent since alerts are automatically converted into tickets and routed to the right team.
Security Engineer (SOC) at a tech services company with 51-200 employees
Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.
Technical support manager at a tech vendor with 201-500 employees
With using Freshservice, only two technicians are needed per one shift, but without Freshservice, for the same company size, we need about four technicians per shift, so it saved money and time.
Systems Engineer at a consultancy with 51-200 employees
 

Customer Service

Sentiment score
5.2
Airtable's customer service is polite and efficient, especially for enterprise clients, despite some users desiring faster responses.
Sentiment score
6.8
Freshservice support is generally efficient and professional, though complex issues and communication can sometimes pose challenges.
We are prepared to go inside their account and impersonate the user's account to identify the root cause of their issues.
Senior Product Consultant II at Vimeo
Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.
IT Service Delivery Manager at Symposiam
However, they have improved over the period of two years.
IT & Operations Manager at a financial services firm with 51-200 employees
Their documentation is also good, making setup easy without needing frequent support requests.
Security Engineer (SOC) at a tech services company with 51-200 employees
 

Scalability Issues

Sentiment score
5.6
Airtable suits small to medium projects, offering flexible user management, but may face limitations with larger datasets.
Sentiment score
7.3
Freshservice scales efficiently with added licenses, supporting growth with cloud benefits, though customization and costs may limit larger enterprises.
We have multiple departments, and based on my knowledge of how many clients we have on that particular table, I could say it is more than seventeen thousand clients in the whole database.
Senior Product Consultant II at Vimeo
As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.
Security Engineer (SOC) at a tech services company with 51-200 employees
It offers global performance with multi-region data centers to ensure faster responses while adhering to strong security and compliance standards such as GDPR and SOC 2.
IT Service Delivery Manager at Symposiam
Freshservice is easy to use for scalability.
IT manager at a comms service provider with 1,001-5,000 employees
 

Stability Issues

Sentiment score
7.8
Airtable is reliable with occasional downtime and bugs; users praise its support and report general satisfaction with performance.
Sentiment score
8.2
Freshservice offers stable performance with minimal downtime, few issues, and reliable cloud hosting on AWS, ensuring consistent uptime.
There was one instance of a glitch due to AWS having issues with some regions where the app was hosted, but aside from that, Airtable is very stable and reliable.
Automation Specialist at Upwork
The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.
Security Engineer (SOC) at a tech services company with 51-200 employees
Freshservice is quite stable as they host it on AWS.
IT & Operations Manager at a financial services firm with 51-200 employees
Freshservice provides a stable environment for our needs.
IT manager at a comms service provider with 1,001-5,000 employees
 

Room For Improvement

Airtable users desire faster syncing, enhanced automation, improved interfaces, better documentation, advanced CRM features, and revised pricing.
Freshservice users seek improvements in reporting, automation, integrations, and customizations to enhance usability and effectiveness for larger enterprises.
I really want to see a scenario where collaborators working on a project could easily chat, asking questions and discussing changes immediately on the project.
Automation Specialist at ZapWorx
If they show step-by-step guides for automations, this will help them attract more clients who are willing to learn and use their system.
Business automation Expert at INSTRUTECH LIMITED
The CRM features in Airtable aren't as advanced as those in Monday.com, which allows for email campaigns.
Automation Specialist at Upwork
There's limited experience with the CMDB or asset management features.
IT Technician at a retailer with 1,001-5,000 employees
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
IT & Operations Manager at a financial services firm with 51-200 employees
Reporting is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations.
Security Engineer (SOC) at a tech services company with 51-200 employees
 

Setup Cost

Airtable offers scalable pricing from $10/user monthly, with free limited plans; enterprise requires consultation for custom features.
Freshservice offers flexible, competitive pricing with tiered plans, varying costs, and value without hidden fees.
Switching from previous ITSM tools has led to a 50% reduction in licensing costs.
IT Service Delivery Manager at Symposiam
The solution offers flat licensing and appears to be cost-effective.
IT Technician at a retailer with 1,001-5,000 employees
The price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice.
Technical support manager at a tech vendor with 201-500 employees
 

Valuable Features

Airtable offers user-friendly design, automation, and customization, enabling effortless data management and integration without extensive technical knowledge.
Freshservice enhances IT operations with user-friendly features, seamless integrations, automation, and efficient asset management, boosting productivity and SLA compliance.
Everybody has a particular base for different purposes, so you add information to those bases, and anybody can access it at any point in time anywhere in the world.
Business automation Expert at INSTRUTECH LIMITED
I can integrate Airtable with other platforms; aside from the native integration where I can send notifications to Slack teams and messages to Gmail, I can also connect with Make.com to share data.
Automation Specialist at ZapWorx
We have connected our Slack channel to Airtable; any updates or changes made to Airtable will always reflect in the Slack channel.
Senior Product Consultant II at Vimeo
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
IT Technician at a retailer with 1,001-5,000 employees
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
IT manager at a comms service provider with 1,001-5,000 employees
Overall, Freshservice provides cutting-edge AI automation for agents and end-users, effortless no-code workflows and ITIL-aligned operations, robust asset, incident, change, problem, and major incident management backed by the live CMDB, unified service desk with self-service and multi-channel support, and strong analytics reporting features, making it a powerful tool for any IT function.
IT Service Delivery Manager at Symposiam
 

Categories and Ranking

Airtable
Ranking in Project Management Software
12th
Average Rating
8.8
Reviews Sentiment
6.6
Number of Reviews
17
Ranking in other categories
No-Code Development Platforms (7th), Product Management Software (1st), AI Data Analysis (10th), AI Sales & Marketing (5th)
Freshservice
Ranking in Project Management Software
10th
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
40
Ranking in other categories
Help Desk Software (6th), Cloud Management (10th), IT Asset Management (4th), IT Service Management (ITSM) (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (9th), AI IT Support (4th)
 

Mindshare comparison

As of May 2026, in the Project Management Software category, the mindshare of Airtable is 1.2%, up from 1.1% compared to the previous year. The mindshare of Freshservice is 0.7%, down from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Project Management Software Mindshare Distribution
ProductMindshare (%)
Freshservice0.7%
Airtable1.2%
Other98.1%
Project Management Software
 

Featured Reviews

Favour Emosivbe - PeerSpot reviewer
Automation Specialist at ZapWorx
Has required stronger collaboration features while still supporting complex project workflows
The best features in Airtable include the flexibility and the fact that I could create relational databases. Before I started using Airtable, I was using Excel which didn't offer these capabilities. The ability to create relationships between tables and see through what's working in other departments is great for me. I can do scripting and work on large data sets on Airtable. It makes it easy for me, as working on those data sets on Excel tends to slow me down, but on Airtable, it's much faster. I can integrate Airtable with other platforms; aside from the native integration where I can send notifications to Slack teams and messages to Gmail, I can also connect with Make.com to share data. The interface on Airtable is exceptional. Working for my clients, when a client didn't want access given to all teams, we structured that on the interface and the different teams got different access to different tables. Airtable's rich field types help in organizing complex data for my team. The advanced field types work exceptionally with features such as linking records together. I can link records from other tables and see what's happening, use the lookup field, the roll-up field, and the count field to see what's occurring in other departments and generate insights. Unlike other CRMs, data cannot enter if it's not properly structured. If I want to input an email and it's not valid, it won't allow it because it expects the data to be structured appropriately.
RF
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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Top Industries

By visitors reading reviews
Construction Company
20%
Financial Services Firm
12%
Healthcare Company
9%
Comms Service Provider
8%
University
10%
Construction Company
8%
Manufacturing Company
8%
Educational Organization
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business11
Midsize Enterprise1
Large Enterprise4
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise5
Large Enterprise15
 

Questions from the Community

What is your experience regarding pricing and costs for Airtable?
I am not sure about the pricing because I believe budget discussions are handled by a different marketing team. We have a separate team that manages all those matters; we just handle the clients' d...
What needs improvement with Airtable?
One area of Airtable that I think could be improved is the automation aspect, which is vast but limited compared to tools such as GoHighLevel, where multiple triggers can be utilized. In Airtable, ...
What is your primary use case for Airtable?
My usual use case for Airtable is for CRM management, such as lead management, and also real estate project management. I also use it for project management related to events, project management, i...
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.
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 ...
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...
 

Comparisons

 

Also Known As

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Overview

 

Sample Customers

Cole Haan, Expedia, BuzzFeed, Medium, Shopify, Box, JetBlue
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Find out what your peers are saying about Airtable vs. Freshservice and other solutions. Updated: April 2026.
894,738 professionals have used our research since 2012.