No more typing reviews! Try our Samantha, our new voice AI agent.

Aisera Assistant vs Freshservice comparison

Why PeerSpot?
 

Comparison Buyer's Guide

Executive Summary

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

Aisera Assistant
Ranking in AI IT Support
9th
Average Rating
8.2
Number of Reviews
4
Ranking in other categories
No ranking in other categories
Freshservice
Ranking in AI IT Support
6th
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
40
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), IT Alerting and Incident Management (14th)
 

Mindshare comparison

As of November 2026, in the AI IT Support category, the mindshare of Aisera Assistant is 1.0%. The mindshare of Freshservice is 2.1%, down from 13.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
AI IT Support Mindshare Distribution
ProductMindshare (%)
Freshservice2.1%
Aisera’s AI Copilot1.0%
Other96.9%
AI IT Support
 

Featured Reviews

VF
Chief Information Officer at a media company with 1-10 employees
Automated password workflows have cut help desk calls and improve user self-service success
The best features Aisera's AI Copilot offers include automated responses for users and a binary option where expected responses versus anything else can be handled. It has a standard response for anything that is not fitting into the specific question asked by the chatbot. The ability to give standard responses and handle expected versus unexpected answers has helped our team and end users by reducing confusion about what Aisera's AI Copilot can do and cannot do, streamlining the process so people know they can use it for a password reset primarily. Regarding Aisera's AI Copilot's AI capabilities, I think its governance and security are evolving and it is in line with our requirements for ISO 22001. The accuracy and reliability of output from Aisera's AI Copilot is very good. Unfortunately, it is the old adage about garbage in, garbage out. As long as you take your time, work through your workflow to have accurate information and then negate anything that is not an expected response, you will be successful.
Raja Farrar - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"Overall, Aisera's AI Copilot has become much more than a helpdesk tool for me; it is a central nervous system connecting employees to information and IT support across the entire organization."
"Since deploying the chatbot, we have seen a 95% reduction in support tickets for anything related to password resets or password changes."
"Aisera's AI Copilot has achieved up to 75% automation of user requests, which is going to reduce our 80% consumer operation costs."
"Accuracy-wise, Aisera's AI Copilot is very good."
"Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months."
"We have definitely seen a return on investment based on the use cases we have implemented."
"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."
"The solution has been stable."
"I would recommend this solution to others because it is good and the price is reasonable."
"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."
"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."
"We found the initial setup to be very simple."
 

Cons

"There are several areas for improvement. First, hallucination control: being an LLM-based system, Aisera's AI Copilot occasionally generates confident but incorrect answers."
"To improve Aisera's AI Copilot, automating the scripting would be beneficial so that it is a little bit more free-flowing and generic for the workflow because something as simple as a password reset will always have the same features."
"I believe that Aisera's AI Copilot could be improved with a more simplified initial implementation."
"I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers."
"Freshservice has an AI agent that needs improvement for finding knowledge base articles."
"They're not very good at technical support."
"The analytics could be better."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"Their analytics need improvement."
"There is room for improvement in reporting for project management."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
 

Pricing and Cost Advice

Information not available
"The solution may be around 20,000 euros a year."
"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
"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."
"The pricing is reasonable."
"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."
"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."
"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."
report
Use our free recommendation engine to learn which AI IT Support solutions are best for your needs.
921,523 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Outsourcing Company
13%
Construction Company
13%
Comms Service Provider
11%
Wholesaler/Distributor
8%
Manufacturing Company
12%
Construction Company
10%
Outsourcing Company
10%
Comms Service Provider
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business3
Large Enterprise8
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise5
Large Enterprise16
 

Questions from the Community

What needs improvement with Aisera’s AI Copilot?
There are several areas for improvement. First, hallucination control: being an LLM-based system, Aisera's AI Copilot occasionally generates confident but incorrect answers. Better guardrails a...
What is your primary use case for Aisera’s AI Copilot?
I use Aisera's AI Copilot mainly for three things: automating repeated IT support tickets, providing instant AI-powered answers to employee queries, and integrating with existing tools such as ...
What advice do you have for others considering Aisera’s AI Copilot?
I would add that in my team or my perspective, a few additional things are worth sharing. One thing that genuinely surprised me was how different team members interacted with Aisera's AI Copilo...
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.
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 ...
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...
 

Also Known As

Aisera’s AI Copilot
Flint
 

Overview

 

Sample Customers

Information Not Available
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Find out what your peers are saying about Aisera Assistant vs. Freshservice and other solutions. Updated: September 2026.
921,523 professionals have used our research since 2012.