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Firefly vs Freshservice comparison

 

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

Firefly
Ranking in Cloud Management
37th
Average Rating
9.0
Reviews Sentiment
6.2
Number of Reviews
2
Ranking in other categories
No ranking in other categories
Freshservice
Ranking in Cloud Management
12th
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
39
Ranking in other categories
Help Desk Software (5th), Project Management Software (9th), IT Asset Management (5th), IT Service Management (ITSM) (5th), AI IT Support (5th)
 

Mindshare comparison

As of January 2026, in the Cloud Management category, the mindshare of Firefly is 0.3%, up from 0.1% compared to the previous year. The mindshare of Freshservice is 0.5%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Cloud Management Market Share Distribution
ProductMarket Share (%)
Freshservice0.5%
Firefly0.3%
Other99.2%
Cloud Management
 

Featured Reviews

MR
Senior Software Consultant at a hospitality company with 10,001+ employees
Design workflows have been transformed and now enable rapid ad visuals and campaign launches
Firefly offers several best features in my opinion. We have the TTS feature and TTV feature. Additionally, suppose I have a single image from the creative designer and I want to generate different variations or different sizes of that image that will get adapted mostly on Google Ads. For example, I want to generate different renditions of that same image in different resolutions. I can quickly go to Firefly and from a single image generate different multiple images in different renditions. Firefly also helps us expand images. For example, I have a small image that is a portrait and I want to convert that as a full image or a hero image, which fits on a wide screen. Firefly helps us generate the images. It will not be stretching or squeezing your image. Instead, Firefly takes the context from your image and generates the next object which could appear. For example, if I am standing on a beach, it will generate the beach. It will generate a few people, it will generate some pictures of the sea, maybe some coconut trees. Firefly has positively impacted my organization a lot. I can say it is helping us reduce the effort and cost, saving the cost. For example, I have to create one image for our social media post. For that, we have to request our creative team, and then a creative designer will work on that idea and take one day or two days to get the design complete. After that, it comes to the review. With the help of Firefly, we can quickly generate the images and get them reviewed. Our go-to-market becomes easy. Within two hours or three hours, we can complete this whole process: generation, review, and all, and go to the market instantly. Additionally, if we have one image available and I want to quickly launch a Google Ad campaign that requires different renditions of the image, I can quickly use Firefly and generate different renditions of the image using the single image. So, it also reduces the dependency which we had earlier with the creative designers and the creative team.
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.

Quotes from Members

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

Pros

"Firefly simply acts as a single source of truth for my cloud inventory and governance, and it complements my existing cloud and FinOps processes rather than replacing them."
"Firefly saves one employee, it saves 5 million annually, and we are currently improving 40% of our go-to-market time while reducing cost by 30% and increasing revenue by approximately 20%."
"It allowed the development team to concentrate on the client’s requirements instead."
"There is a nice user interface."
"With Freshservice in place, we have reversed the trend of creating tickets."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"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."
"Freshservice's best feature is its user-friendliness."
"The solution has been stable."
"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."
 

Cons

"If I talk about the cost, the cost is a little high."
"However, I still see a lot of improvement scope in their service."
"Not integrated with Google."
"The round robin ticketing feature that they have is not ideal."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"A chat bot needs to be added to the portal."
"I experienced some delay in response time for non-function critical queries."
"While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira."
"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved."
 

Pricing and Cost Advice

Information not available
"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."
"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 cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."
"The pricing is reasonable."
"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."
"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."
"The solution may be around 20,000 euros a year."
"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."
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Top Industries

By visitors reading reviews
No data available
Manufacturing Company
9%
University
8%
Educational Organization
8%
Computer Software Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise5
Large Enterprise15
 

Questions from the Community

What needs improvement with Firefly?
At times the image quality from Firefly is inconsistent. That is something that could be improved. There is limited creative visibility that could be worked on. Firefly is already a pretty good too...
What is your primary use case for Firefly?
I have been using Firefly for creator purposes, specifically for creating images, videos, vectors, and design elements. I have been working on a few projects that require documentation, and those p...
What advice do you have for others considering Firefly?
I can tell you about time savings, but the exact metrics are beyond the scope of my work, so I do not have them. Personally speaking, I have been spending less time on creating visuals for presenta...
What do you like most about Freshservice?
The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding...
What is your experience regarding pricing and costs for Freshservice?
Regarding cost savings, switching from previous ITSM tools has led to a 50% reduction in licensing costs, flexibility to scale for different business areas, which included service catalog items, ag...
What needs improvement with Freshservice?
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 wo...
 

Comparisons

 

Also Known As

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Flint
 

Overview

 

Sample Customers

Information Not Available
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
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