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

Firefly 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:
 

ROI

Sentiment score
5.8
Firefly boosts profits 5-10%, cuts costs 30%, speeds market time 40%, and increases revenue 20%, saving resources significantly.
Sentiment score
6.3
Freshservice boosts efficiency with automation, cut hiring needs, improves SLA, but ROI quantification and user management vary by region.
We are currently improving 40% of our go-to-market time.
Senior Software Consultant at a hospitality company with 10,001+ employees
Profit generation increases by about 5 to 10 percent due to the efficiency Firefly provides, even after accounting for its costs and related expenses.
Senior Data Consultant at Simple MDG
We are spending $10 per month and we are using videos and we are getting a good amount from it because we are using it on projects and slides.
Student at Rochester Institute of Technology
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
5.4
Firefly's customer service is organized, accessible, and responsive, earning an 8/10 rating, with notable onboarding support.
Sentiment score
6.8
Freshservice support is responsive and helpful but requires better communication and understanding of user needs for technical issues.
Our issues are typically resolved within the required SLA.
Senior Cloud Consultant at a tech vendor with 10,001+ employees
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
5.8
Firefly efficiently scales with growing AWS accounts, maintaining performance and seamless deployment, despite gradual initial learning.
Sentiment score
7.3
Freshservice efficiently scales with user growth and ticket volume, supporting departments despite potential customization and enterprise-level limitations.
Firefly's scalability is impressive; as we add new AWS accounts and requirements, it has handled the growth well without any challenges.
Senior Cloud Consultant at a tech vendor with 10,001+ employees
Whatever is available from the product gets deployed or available in our sandbox easily.
Senior Software Consultant at a hospitality company with 10,001+ employees
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
7.9
Over the past several months, Firefly has become significantly more stable and reliable with improved user prompting techniques.
Sentiment score
8.3
Freshservice offers stable performance with minor data import and integration challenges, excelling in daily operations and seamless updates.
Firefly is stable and I have not experienced any downtime or reliability issues.
Senior Cloud Consultant at a tech vendor with 10,001+ employees
Firefly's stability improved significantly over the past seven to eight months, allowing us to achieve our needs efficiently.
Senior Data Consultant at Simple MDG
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

Firefly is criticized for high pricing, limited features, and lacks better AI capabilities, integration, and user support.
Freshservice needs improved customization, integration, asset management accuracy, reporting, support, AI features, and performance for larger networks.
This feature would significantly ease tasks related to video editing and adapting to green screen processes.
Senior Data Consultant at Simple MDG
The model should be trained much more because sometimes I feel some visual effects or some realism is missing from the videos.
Student at Rochester Institute of Technology
More customization for generated Terraform code to better match existing coding standards and module structures.
SDE-2 at a tech vendor with 1-10 employees
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

Freshservice offers competitive pricing with flexible plans, emphasizing cost-effectiveness and lower total ownership costs for enterprises.
It saved me around 12 to 15 hours of time because I do not want to search, download, and edit images and verify that they are legal and free to use.
Student at Rochester Institute of Technology
Regarding pricing, I feel there should be some free options available for new users, but overall, I find the pricing acceptable.
Senior Cloud Consultant at a tech vendor with 10,001+ employees
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

Firefly enhances creativity and productivity with text/image generation, automates tasks, and integrates tools for efficient resource management.
Freshservice is valued for its user-friendly interface, automation, integration capabilities, and features enhancing IT team efficiency.
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.
Senior Software Consultant at a hospitality company with 10,001+ employees
We have legal confidence that we do not get copyrights or get sued for using images or videos because these are AI-generated.
Student at Rochester Institute of Technology
Firefly scans the environment and generates the Terraform code for those resources automatically.
SDE-2 at a tech vendor with 1-10 employees
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

Firefly
Ranking in Cloud Management
18th
Average Rating
8.6
Reviews Sentiment
5.9
Number of Reviews
5
Ranking in other categories
No ranking in other categories
Freshservice
Ranking in Cloud Management
15th
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
40
Ranking in other categories
Help Desk Software (8th), Project Management Software (12th), IT Asset Management (7th), IT Service Management (ITSM) (7th), Configuration Management Databases (5th), IT Alerting and Incident Management (14th), AI IT Support (6th)
 

Mindshare comparison

As of October 2026, in the Cloud Management category, the mindshare of Firefly is 0.6%, up from 0.2% compared to the previous year. The mindshare of Freshservice is 1.3%, up from 0.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Cloud Management Mindshare Distribution
ProductMindshare (%)
Freshservice1.3%
Firefly0.6%
Other98.1%
Cloud Management
 

Featured Reviews

RasanpreetSingh - PeerSpot reviewer
Senior Cloud Consultant at a tech vendor with 10,001+ employees
Automation has streamlined cloud cost control and governance yet onboarding still needs improvement
The best features Firefly offers include cost saving and drift detection, which native infrastructure as code solutions do not provide. Drift detection and governance are great features for Firefly that help me identify unutilized resources that can save costs. Firefly's drift detection and governance help me day-to-day by notifying me of any configuration drifts, such as when developers change configurations that I cannot control. For example, if I have a number of VMs running and their configurations are changed, Firefly alerts me to these changes, allowing me to identify gaps in configurations that can be corrected. Firefly's accuracy and reliability in output are impressive, with approximately 80% accuracy in building the required code for various services from the foundation services like EKS and VPC. Firefly has positively impacted my organization mainly through cost savings and governance. It allows me to have a centralized dashboard for a complete view of my AWS accounts to find problems easily. Additionally, it has saved me time because I no longer need to write every Terraform from scratch, as Firefly provides best industry practices code. For example, I monitored my database instances and found that someone had expanded the ACU size from the required number to ten times more, which began costing me $10,000 monthly extra for one AWS account. Firefly detected this and saved me the $10,000 extra expenditure.
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.
report
Use our free recommendation engine to learn which Cloud Management solutions are best for your needs.
915,341 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Manufacturing Company
11%
Construction Company
10%
Outsourcing Company
10%
University
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise6
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise5
Large Enterprise16
 

Questions from the Community

What needs improvement with Firefly?
The only negative aspect of Firefly I see is the pricing, which is expensive. I would like to see Firefly include animated styles, such as moving objects or GIF functionality. This feature would si...
What is your primary use case for Firefly?
I currently work with multiple products, including Firefly, which I have used, and a couple of other Cloud AI tools for graphic designing. I have been utilizing Firefly for approximately one and a ...
What advice do you have for others considering Firefly?
I have not faced issues with customization in Firefly for our editing or perspective changes, which do not require additional features. Removing objects works well, and currently, we have not encou...
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...
 

Comparisons

 

Also Known As

No data available
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 Firefly vs. Freshservice and other solutions. Updated: September 2026.
915,341 professionals have used our research since 2012.