Bitrix24 vs Freshservice comparison

Bitrix24 and Freshworks are both solutions in the Project Management Software category. Bitrix24 is ranked #27, while Freshworks is ranked #10 with an average rating of 8.3. Bitrix24 holds a 1.0% mindshare in PMS, compared to Freshworks’s 0.7% mindshare. Additionally, 90% of Bitrix24 users are willing to recommend the solution, compared to 97% of Freshworks users who would recommend it.

Bitrix24

Read 20 Bitrix24 reviews

3,340 Views
1,102 Comparison Views

90% willing to recommend

Freshservice

Read 40 Freshservice reviews

6,589 Views
857 Comparison Views

97% willing to recommend

Bitrix24

Freshservice

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Freshservice and Bitrix24 both compete in the IT service management and business collaboration category. Freshservice appears to have the upper hand due to its comprehensive feature set, including extensive analytics and integrations, while Bitrix24 stands out for its cost-effectiveness and CRM flexibility.

Features: Freshservice offers incident management, integration ease, and mobile accessibility. Its design is noted for intuitiveness, robust change management, and extensive analytics, along with seamless ticket automation and custom workflows. Bitrix24 is appreciated for CRM flexibility, project management, and combining business functions. It provides task-based project setup, integration options, and highly rated workflows and data interpretation features.

Room for Improvement: Freshservice users seek better reporting and workflow customization, specifically in task management and project features. Asset discovery and search functions are key limitations. Bitrix24 needs user experience, reporting improvements, better marketing automation, and a simpler user interface. Complex workflows and ERP integration, alongside security concerns, also need attention.

Ease of Deployment and Customer Service: Freshservice and Bitrix24 offer cloud deployment, but Bitrix24 includes on-premises options for added flexibility. Freshservice is praised for supportive customer service despite some support access issues. Bitrix24's customer support is good but requires faster response and clarity. Proactive support is noted for Freshservice, while Bitrix24 is satisfactory.

Pricing and ROI: Freshservice has flexible yet potentially costly pricing at higher tiers, offering good value for its features. Its licensing model supports asset management but is expensive for some users. Bitrix24 is cost-effective with free and paid plans, accommodating smaller budgets. Freshservice's robust analytics and Bitrix24's cost-saving integrations offer positive ROI, varying by market with Freshservice facing cost criticism in budget-sensitive areas.

To learn more, read our detailed Bitrix24 vs. Freshservice Report (Updated: April 2026).

Buyer's Guide

Bitrix24 vs. Freshservice

April 2026

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Helped 894,738 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:

ROI

Sentiment score

8.1

Bitrix24 provides high ROI through process streamlining, cost reduction, strong integration, and efficient digitization, enhancing workflow management.

Sentiment score

6.5

Freshservice increased efficiency and reduced workload while improving SLA compliance and resource use, despite licensing cost challenges in HR.

No quotes available

For more quotes and insights, download the Bitrix24 report

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.

reviewer2782932

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.

Ashok R

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.

Yousef Almomani

Systems Engineer at a consultancy with 51-200 employees

For more quotes and insights, download the Freshservice report

Customer Service

Sentiment score

6.6

Bitrix24's support is responsive with mixed feedback; community support is praised, but documentation clarity varies.

Sentiment score

6.8

Freshservice support is generally efficient and professional, though complex issues and communication can sometimes pose challenges.

No quotes available

For more quotes and insights, download the Bitrix24 report

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

Raja Farrar

IT Service Delivery Manager at Symposiam

However, they have improved over the period of two years.

reviewer1959714

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.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

For more quotes and insights, download the Freshservice report

Scalability Issues

Sentiment score

6.8

Bitrix24 provides scalable solutions for diverse business sizes, though larger deployments may encounter challenges with infrastructure and integrations.

Sentiment score

7.3

Freshservice scales efficiently with added licenses, supporting growth with cloud benefits, though customization and costs may limit larger enterprises.

No quotes available

For more quotes and insights, download the Bitrix24 report

As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.

reviewer2782932

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.

Raja Farrar

IT Service Delivery Manager at Symposiam

Freshservice is easy to use for scalability.

Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

For more quotes and insights, download the Freshservice report

Stability Issues

Sentiment score

7.7

Bitrix24 is generally reliable with occasional issues; frequent updates and strong support contribute to its high stability ratings.

Sentiment score

8.2

Freshservice offers stable performance with minimal downtime, few issues, and reliable cloud hosting on AWS, ensuring consistent uptime.

No quotes available

For more quotes and insights, download the Bitrix24 report

The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

Freshservice is quite stable as they host it on AWS.

reviewer1959714

IT & Operations Manager at a financial services firm with 51-200 employees

Freshservice provides a stable environment for our needs.

Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

For more quotes and insights, download the Freshservice report

Room For Improvement

Bitrix24 needs improved UI, integrations, support, reporting, workflows, and simpler client communication for enhanced usability and performance.

Freshservice users seek improvements in reporting, automation, integrations, and customizations to enhance usability and effectiveness for larger enterprises.

No quotes available

For more quotes and insights, download the Bitrix24 report

There's limited experience with the CMDB or asset management features.

reviewer9072573

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.

reviewer1959714

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.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

For more quotes and insights, download the Freshservice report

Setup Cost

Enterprise users find Bitrix24 pricing competitive, recommending licensed plans for functionality and affordability compared to other solutions.

Freshservice offers flexible, competitive pricing with tiered plans, varying costs, and value without hidden fees.

No quotes available

For more quotes and insights, download the Bitrix24 report

Switching from previous ITSM tools has led to a 50% reduction in licensing costs.

Raja Farrar

IT Service Delivery Manager at Symposiam

The solution offers flat licensing and appears to be cost-effective.

reviewer9072573

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.

Ashok R

Technical support manager at a tech vendor with 201-500 employees

For more quotes and insights, download the Freshservice report

Valuable Features

Bitrix24 provides an integrated platform with CRM, collaboration, and automation tools, valued for usability and comprehensive business functions.

Freshservice enhances IT operations with user-friendly features, seamless integrations, automation, and efficient asset management, boosting productivity and SLA compliance.

No quotes available

For more quotes and insights, download the Bitrix24 report

The most valuable features include ticket routing, automation in triage, data control, and flat licensing.

reviewer9072573

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.

Trilochana Gouda

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.

Raja Farrar

IT Service Delivery Manager at Symposiam

For more quotes and insights, download the Freshservice report

Categories and Ranking

Bitrix24

Ranking in Project Management Software

27th

Average Rating

7.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM (35th), Enterprise Social Software (23rd)

Freshservice

Ranking in Project Management Software

10th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

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 Bitrix24 is 1.0%, down from 2.6% 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
Product	Mindshare (%)
Freshservice	0.7%
Bitrix24	1.0%
Other	98.3%

Project Management Software

Featured Reviews

Abasiakama Bassey

Founder at Elxae Hub

A project management tool that offers great scalability and stability

The support provided by Bitrix24 is an area with shortcomings that needs improvement. From an improvement perspective, Bitrix24 should consider providing live and upfront support to its users, especially those who use the solution's free version. If you want someone to get on your platform for which you can't provide support, then it doesn't make that platform any different from its competitors. It would make sense to people if Bitrix24 could provide support for even their free version. It would be good if Bitrix24 added some accounting elements to the tool instead of just providing functionality related to bookkeeping alone since it can help Bitrix24 become a complete tool. During the setup phase of the solution, the tool should provide its users an option to add the accounting part, making it a complete solution.

Read full review

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

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Top Industries

By visitors reading reviews

Construction Company

14%

Comms Service Provider

13%

Computer Software Company

10%

Manufacturing Company

University

10%

Construction Company

Manufacturing Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	2
Large Enterprise	1

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

Questions from the Community

What is your experience regarding pricing and costs for Bitrix24?

The pricing for Bitrix24 is reasonable and standardized. However, we face limitations in Venezuela, where monthly invoicing isn't available, forcing us to pay annually.

See all answers

What needs improvement with Bitrix24?

We need full ERP integration to take all our processes in one platform. Additionally, extracting data can be troublesome, as we have to use Russian APIs, which poses a security concern.

See all answers

What advice do you have for others considering Bitrix24?

I would recommend Bitrix24 to others. Although we are moving to another solution, Bitrix24 offers impressive capabilities we haven’t utilized fully. I'd rate the solution eight out of ten.

See all answers

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

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Compared 13% of the time

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Compared 8% of the time

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Compared 6% of the time

Device42 vs Freshservice

Compared 4% of the time

Samanage vs Freshservice

Compared 4% of the time

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Product Reports

Buyer's Guide

Bitrix24

May 2026

Download Bitrix24 product report

Buyer's Guide

Freshservice

May 2026

Download Freshservice product report

Also Known As

No data available

Flint

Overview

Bitrix24 is a highly customizable platform offering tools for CRM, project management, and team collaboration. Its features are tailored for organizations seeking stable solutions with integration capabilities. Despite challenges, it remains a popular choice for managing enterprise-wide tasks.

Bitrix24 provides an array of functionalities designed to streamline business operations. It includes project management, CRM integration, and collaboration tools. Users appreciate its capabilities in data entry, automation, and pipeline views, along with third-party integrations. While it excels in team collaboration and office automation, there are some aspects like marketing automation and financial workflows that could be improved. Users find challenges with integration capabilities, especially with ERP systems, and experience performance issues and bugs in mobile systems. There is a need for better support services, and extracting data can be problematic.

What are the key features of Bitrix24?

Project Management: Offers tools for planning and tracking projects effectively.
CRM Integration: Helps manage client relationships and sales pipelines.
Collaboration Tools: Enhances communication and coordination among team members.
Workflow Automation: Streamlines tasks and simplifies business processes.
Third-party Integrations: Connects with Google, Microsoft, and other platforms.

What benefits or ROI should users look for in reviews?

Improved Team Efficiency: Enhances collaboration and streamlines workflows.
Enhanced Customer Management: Optimizes client interactions and relationships.
Comprehensive Business Functionality: Supports marketing, sales, and project management.
Scalable Solutions: Adapts to the growing needs of enterprises.

Bitrix24 finds its application in sectors like sales, marketing, and customer service. Organizations utilize it to manage deals, leads, and CRM activities, with added capabilities for project management and internal communication. It serves sectors needing finance management, client proposals, and enterprise-wide task tracking.

Bitrix24

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

Sample Customers

mobilblitz Geissler & Ulrich GbR, Caloryfrio.com, k-webs, Ecuatoriana Industrial, Artistic Closets, Saigon Newport Corporation

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

Buyer's Guide

Bitrix24 vs. Freshservice

April 2026

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